Support Manuals

Troubleshooting

Troubleshooting

Do the following:

  1. From the Pen Main Menu scroll down until you see Preferences menu and press ENT.
  2. Scroll down until you see Interface Language menu and press ENT.
  3. Scroll up or down using or until you see the word English on the screen and press ENT.

This should return the Pen to the English interface.

If you have bought a Pen with a USB cable for PC connectivity, or if you have upgraded your Pen with an MEK and are having trouble establishing communications between your Pen and PC, it may be that your Pen and PC settings are incorrect, or that the USB driver has not been installed correctly.

Download the following document to help you establish communications between your Pen and PC.

Download Pen-PC Communications Troubleshooter.

There could be one of two problems: Either the USB cable driver has not been installed correctly or you have a faulty cable. To check this, do the following:

  1. Make sure you are an administrator on your computer.
  2. Unplug any devices that sync data between the device and your PC, ie PDAs or digital cameras. If the icon for the device appears in the notification area of the windows taskbar (bottom right of the screen next to the time display) right-click on the icon and exit the application.
  3. Run the USB cable installation from the CD. If you have already tried to install the USB driver you will receive several options. Select the remove option. Once the driver has been removed, restart your computer and reinstall the driver from the CD.
  4. Connect the USB cable to both the Pen and PC. Make sure the cable jack is pushed all the way into the Pen and confirm that you hear the last little 'click' when the cable is fully inserted.
  5. The Windows "Add New Hardware Wizard" should appear and the complete the driver installation.
  6. On your PC go to Start/Settings/Control Panel and select System. Click on the Hardware tab and then click on Device Manager.
  7. Find Ports (COM & LPT) and check that the "Prolific USB to Serial Comm Port" is listed.

If you can't see the driver in the Ports list, try the following:

  1. Try to reinstall the driver
  2. Try using a different USB port. Sometimes the cable will be recognized when plugged into one USB port and might not be recognized on another.

If you follow the above process and the cable is still not detected, contact support at support@wizcomtech.com for a replacement cable.

  1. Make sure you have new, fresh batteries in your Pen.
  2. Make sure you are an administrator on your computer. Sometimes installations will be unsuccessful if you try to install new software n a computer where you do not have full administrator rights.
  3. Unplug any devices that sync data between the device and your PC, ie PDAs or digital cameras. If the icon for the device appears in the notification area of the windows taskbar (bottom right of the screen next to the time display) right-click on the icon and exit the application.
  4. When you connect the USB cable to both the Pen and PC, make sure the cable jack is pushed all the way into the Pen and confirm that you hear the last little 'click' when the cable is fully inserted.
  5. If this doesn't help, try inserting the USB cable into a different port on the computer.
  6. If you are using a laptop and the baud rate in the device manager is set to 115200, try changing the baud rate in the Device Manager as follows:

a. On your computer go to Start/Settings/Control Panel and select System.
b. Click on the Hardware tab and then click on the Device Manager.
c. Scroll down to Ports (COM & LPT) and open the drop-down list of ports.
d. Find the "Prolific USB-to-Serial Comm Port".
e. Double-click on the prolific driver and go to Port Settings. Try changing the Port Settings in the Device Manager (do not try to change the settnigs on the Desktop or Pen).
f. Try a few different settings and test communication between each try. This should help.

The Setup.exe error is an error generated by Microsoft. It occurs sporadically and is usually resolved by restarting your computer.

It can also be caused by the following:

  1. The Desktop application running at the same time as the installation.
  2. Trying to install applications or dictionaries using a computer where you don't have administrator rights.
  3. Another program running on your PC which is interfering with the installation.

Please try the following:

  1. Restart your computer.
  2. Make sure that you are administrator on the computer you are using.
  3. Close any programs that may be running, especially any devices that sync data between the device and your computer, such as a PDA or digital camera. This may also include closing programs such as printer software and anti-virus software. You can see which programs are currently running by looking in the notification area of the windows taskbar (the bottom right of your PC screen, next to the clock).
  4. Replace the batteries in the Pen with new, fresh batteries.
  5. Try inserting the USB cable into a different port on the computer.

The extension card at the back of your Pen may not be inserted properly. 

Please try the following: Open the battery compartment. Remove the extension card from its slot above the batteries and blow on it and into the extension card compartment to remove any dust particles that may have accumulated. Replace the extension card firmly into the slot. This should restore the components to the Pen.

 

If you have upgraded your Pen and now it looks as though it won't turn on, or shows a blank grey screen, try the following:

  1. Make sure the Pen is off.
  2. Verify that the extension card is firmly inserted (above the battery compartment).
  3. Verify that you have fresh batteries.
  4. Now either:
    • Press the power key and then press either the ESC key or one of the arrow keys immediately after this.
    • Press the ESC key - and hold it down - while you press the power key.
    • Press the ENT key twice immediately after pressing the power key.

When your pen turns on, it may display very few menu choices. Often the PC Controlled Communications or Enter Upgrade Mode item will not be seen, but in its place you will see Communications Mode. These two items perform the same function. 

To restore the Pen components do the following:

  1. Delete the upgrade package you downloaded fro the website, restart your computer and download the upgrade package again.
  2. Insert new batteries into the Pen or make sure that the battery status (found under Information from the Pen's main menu) is above 2.5 volts. If it is not, you should replace your batteries before continuing.
  3. Connect the USB cable to both Pen and PC, find the PC Controlled Communications or Communications Mode option on the Pen and run the upgrade file to begin re-installation. Carefully follow the installation instructions.

There may be two points during the installation when you will see a message on your PC, "Compacting flash memory. Note: If your Pen is not responding please press the ENT button." On the Pen screen you should see a progress bar which indicates the progress of the compaction. If this process pauses for more than five or ten seconds after reaching 100% you must press the Enter (ENT) key on the pen for the update to continue properly. When the update is completed your Pen should function properly.

The file you have downloaded may have been damaged during the download process.  You should delete the file and download it again. This should solve the problem.

If you are having trouble downloading files form the internet, you may have to modify the web security settings on your  internet browser. If the security settings on your browser restrict the download of unrecognized Active X files, you will receive an error message. Therefore, you must have the Active X controllers on prompt as opposed to disabled.

If you are using Internet Explorer, please change the settings on your browser as follows:

  1. Open Internet Explorer browser
  2. Go to Tools/Internet Options
  3. Select the Security tab
  4. Select the Internet icon (the "world") and click on the custom level button
  5. In the settings, fix the following:
    • ActiveX controls and plugins -- change to prompt
    • Download unsigned ActiveX controls -- change to prompt
    • Initialize and script ActiveX controls not marked as safe - Change to prompt
  6. Run ActiveX controls and plugins -- change to enable
  7. Script active X controls marked safe for scripting -- enable.

Click OK to both screens and then restart the browser to make sure the settings take effect.

If applications are missing after you upgraded your Pen it indicates that that the upgrade was incomplete. Replace the batteries in your Pen and rerun the upgrade. 

Note: The "PC-Controlled Communications" or "Enter Upgrade mode" option may appear as "Communications" "r "Upgrade Mode" in the Pen Main Menu.

If you upgraded your Pen and suddenly the "PC-Controlled Communications" option disappeared, it may now appear as "Communications" or "Communications Mode" in the Pen Main Menu. Rerun the upgrade to restore the previous menu options.

If this does not fix the problem, or you did not try to upgrade your Pen, do the following: Open the battery compartment. Remove the extension card from its slot above the batteries and blow on it and into the extension card compartment to remove any dust particles that may have accumulated. Replace the extension card firmly into the slot. This should solve the problem.

 

You will only be able to hear scanned words read aloud your Pen contains support for reading aloud in the source language of the selected dictionary. This means that that language you are scanning must be supported. All Pens contain support for reading aloud in English but not necessarily in other languages.

If the dictionary you are using contains support for reading aloud you will see the speaker icon on the split screen if you have scanned more than one word. Use the left arrow key to move the cursor to the speaker icon in order to hear the scanned text read aloud. If you have scanned one word, pressing ENT should allow you to hear the scanned word read aloud.

If your dictionary contains support for reading aloud and you can't hear the word, you may need to adjust the volume settings on the Pen. From the Pen Main Menu scroll down to Preferences/Settings and access the Voice Settings option to adjust the volume settings. If you are using earphones, check that theyare firmly inserted into the earphone outlet on the Pen (you should hear a "click" sound which verifies that the earphone is indeed connected).

Note: Not all Pens are voice-enabled. When using the InfoScan2 Elite, please check that the scanning language is set to English in order to hear scanned text read aloud from within the Notes application.

The message could appear for any of the following reasons:

  1. The word was not scanned correctly. Simply scan the text again.
  2. A proper name was scanned. Proper names will not be found unless they are listed as headwords in the selected dictionary. The name can, however, be read aloud. To hear the word read aloud: press the left arrow button until the speaker icon is highlighted.

This problem can occur when the earphones are not inserted properly into the earphone outlet on the Pen. If they are not inserted firmly, the loose connection may cause the Pen to switch itself off automatically. This can be solved by simply inserting the earphones firmly into the outlet, and making sure you hear the "click" sound which means that they have been inserted fully.

Try inserting new batteries into the Pen. This should solve the problem.

If the message still appears, your Pen will need to be sent to our offices for calibration. Please contact support at support@wizcomtech.com in order to determine where to send your product. Please include your name and location.

Calibrating the Pen is free. You will only need to pay shipping costs. If, when the Pen is being checked, we discover other problems that are not related to calibration, you will be contacted prior to any work being done, to check if you have a valid warranty and if not, whether you agree to pay the extra repair charges.

If your pen does not seem to turn on when you press the power key, or if it seems to show a blank gray screen, make sure the Pen is off and do the following:

  • Open the battery compartment and insert new AAA batteries.
  • Remove the extension card from its slot above the batteries and blow on it and into the extension card compartment to remove any dust particles that may have accumulated.
  • Replace the extension card firmly into the slot. Place the flash card firmly back in place.
    Close the battery compartment.
  • Press the ESC button - and hold it down for 3-4 seconds - while pressing the power ON button.

If you receive this message, it most likely means that the extension card at the back of your Pen is loose, not that you have no memory left in your Pen.

All you have to do to fix this is open the back of the Pen (where you inserted the batteries) with your fingernail and press down firmly on the extension card with your finger.

If this does not fix the problem, open the battery compartment. Remove the extension card from its slot above the batteries and blow on it, and into the extension card compartment to remove any dust particles that may have accumulated. Replace the extension card firmly into the slot. This should solve the problem.

Hold down the ESC button for a few seconds and press the power key. The Pen should turn on and display the Main Menu.

To prevent this from recurring:

  1. If you have any large Notes files stored on the Pen, transfer them to your computer and flush them from the Pen.
  2. If the auto shut-off time selected on your Pen is fairly short, reset it to a longer time.
  3. Avoid creating large Notes files - store the data in a number of smaller files instead.

If the display is frozen for more than 5 seconds, press the ENT button to continue the update process.

When the communications with the Pen are disabled, the Desktop cannot detect communications with the Pen, and cannot initiate communications with the Pen. Make sure the Pen Communications in the Desktop are ON.  To toggle Pen communications ON, go to the Pen Communications menu in the Desktop and select "Turn Pen communications ON".

If the Interface Language option is disabled it means that you didn't install any additional interface languages when installing the Desktop. To install additional interface languages rerun the Desktop installation from the installation CD. You will see a screen entitled "Select Components" or "Select Features" Check the Desktop Interface Languages option and select the  languages you wish to install.

If you receive the message "Another instance of this setup is running. Please wait for the other instance of the setup to finish and then try again"  followed by the message "Are you sure you want to exit the Setup?" when trying to reinstall the Desktop or install additional Desktop interface languages, do the following:

  1. Press "Yes" when you receive the message "Are you sure you want to exit the Setup?"
  2. Go to Start/Settings/Control Panel and uninstall the Wizcomtech Desktop from Add or Remove Programs (Programs and Features in Vista)

This should enable you to re-run the Desktop installation.

 

If this message appears it simply means that you are scanning too fast. Scan a bit slower and the message should stop appearing.

 

If this message appears, move the Pen away from a strong light source (such as the sun or a lamp). This should stop the message from appearing.

The wheels should not squeak, and they really do not tend to squeak.

If you do find that the Pen wheels squeak even slightly, either run the tip of the Pen back and forth on paper with just a bit of pressure to eliminate the noise, or use the edge of a Pencil-tip to cause a tiny amount of graphite to fall between the wheels and the tip which will lubricate the axle.

JJ Social Slider