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Dell Active Pen PN557W User’s Guide

Troubleshooting

NOTE: You can use Dell Active Pen only with selected Dell computers and tablets. For a list of supported devices, see www.dell.com.
Table 1. Dell Active Pen troubleshootingThe following table describes the steps to conduct troubleshooting for the Dell Active Pen.
Problems Possible causes Possible solutions

Pen does not work.

  • Batteries are installed incorrectly.
  • Batteries are out of charge.

Pen does not write and the barrel buttons do not work.

AAAA battery is either incorrectly installed or out of charge.

Replace the AAAA battery. For more information, see Installing the AAAA battery.

Default functions for the barrel buttons do not work.

Functions not supported by application.

Test the barrel buttons in OneNote or another application that supports these features.

Pressing the top button once does not open OneNote.

  • OneNote is not installed.
  • Ensure OneNote is installed on your device.
  • Pen is not paired with your device.
  • Coin-cell batteries may be out of charge.
  • Coin-cell batteries were replaced and the pen was not paired again with your device.

Pressing the top button twice in succession does not capture screenshot.

Windows update KB2968599 is not installed on your device.

Install the Windows update KB2968599 from the Microsoft website.

Unable to pair the pen with your device.

  • Unsupported device.
  • Dell Active Pen works only with Dell devices.
  • Bluetooth driver on your device is outdated.
  • Install the latest Bluetooth driver for your device.

Pen shows as Not Connected under Bluetooth devices list.

Pen is not paired correctly with your device.

  • Install the latest Bluetooth driver for your device.
  • Remove the pen from your Bluetooth list and pair it again. For more information on pairing the pen with your device, see Pairing with a Bluetooth device.

Bluetooth-pairing light does not turn on.

Coin-cell batteries may be out of charge.

Change the coin-cell batteries. For more information, see Installing coin-cell batteries.

Pressing and holding the top button or pressing the top button twice in succession does not wake up the computer or tablet from connected standby.

Your computer or tablet may not support the connected standby feature.

Ensure to use this feature on computers and tablets that support the connected standby feature. Search PN557W on Dell website for a list of supported devices.


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