Troubleshooting

Various ways to troubleshoot and identify root cause of a problem.

MAC OSX 12.x Monterey
Using C-Pen with MAC OSX 12.x Monterey The latest OSX update (Monterey) har left us with some issues. We are sorry about any inconvenience. For details - ...
Mon, 16 May, 2022 at 2:24 PM
Exception error
This error as well as various exception errors usually relates to lack of Windows components. Related version of C-Pen Core: 3.2.9 and later. Make s...
Tue, 26 Apr, 2022 at 2:16 PM
The pen only works when connected to power
Problem / symptom If a battery powered C-Pen has been left uncharged for too long time (please refer to Battery maintenance) the battery may get damaged.  ...
Mon, 1 Nov, 2021 at 9:36 AM
Download doesn't work
If this applies to download of software or files from our website - please submit a ticket to us through our Helpdesk. If this applies to downloading new ...
Tue, 15 Mar, 2022 at 2:52 PM
C-Pen Core crashes | unexpected error | object reference not set to an instance of an object
This article refers to Software downloads for discontinued products If C-Pen software crashes due to "Unexpected error" or "Object reference...
Fri, 4 Feb, 2022 at 2:17 PM
Retrieve scan debug image on MAC
Applies to TS1 & C-Pen Core  Locate file After a failed scan: Start Finder Go to Home folder Browse to ~/Library/Application Support/CPen/  He...
Thu, 3 Feb, 2022 at 3:48 PM
App can’t be opened because Apple can’t check it for malicious software
Does MAC OSX refuse installation? You get error message "[App] cannot be opened because apple cannot check it for malicious software".  Cli...
Mon, 10 Jan, 2022 at 2:07 PM
Bluetooth connection problem on MAC
Bluetooth connection problem on MAC If you experience Bluetooth connection problem on MAC, please check THIS article for advice. History shows that an ...
Tue, 4 Jan, 2022 at 7:56 AM
Missing OPD dictionary after upgrade
Due to a previous bug in one of our ReaderPen upgrade files, Oxford Primary Dictionary (OPD) was lost when upgrading to version 7.0.108 through 7.0.107. ...
Fri, 19 Nov, 2021 at 8:27 AM
Scanning fails
If you repeatedly get "scan failed" it may be caused by a number of things. Once you get it right once it is pretty easy but pay attention to the...
Wed, 3 Nov, 2021 at 2:51 PM