If you are having problems uploading pen data to your system using Mercury for PC you can try the following steps to solve the issue.
Troubleshooting Mercury for PC
1. First of all, check that both the Anoto penDirector and Magicomm Mercury icons are showing in the system tray.
The icons are shown below for reference:
If these icons do not appear you can try:
a) Restarting your PC
b) Reinstalling the Anoto penDirector and/or Mercury PC
2. With the pen connected to the PC through the docking station, check the status of the penDirector icon in the system tray.
The icon will change colour depending upon what it is doing.
– Pen is not connected
– Pen is connected
If the pen is connected to the docking station but the icon shows that there is no connection the PC then check that the USB cable is correctly inserted into both the docking station and PC. If cable damage is present then an alternative cable can be used to instead. The docking station requires a standard USB A to USB Micro B cable to connect.
3. If the pen appears to be connected (signified by the white-coloured icon above) check the transmission log for the pen in the Anoto penDirector.
Do this by:
a) Right-clicking on the Anoto penDirector icon
b) Choose ‘General’
c) Click ‘Transaction History’ The window that appears will list all successful and failed data transfers. The ‘Status’ column gives an indication of any issues:
* No data – indicates that the connection succeeded but there was nothing on the pen to transfer
* Success – successful data transfer
* Failed – an error occurred during the transferIf any ‘Failed’ entries are noted then these may indicate the cause for the data transfer problems. You can try reinstalling the software to see if this resolves the issue.
4. If the pen appears to be connected to the PC (as above) check the ‘Used memory’ value in the Anoto penDirector.
Do this by:
a) Right-clicking on the Anoto penDirector icon
b) Choose ‘Pen Settings’
c) ‘Used Memory’ is displayed underneath the battery status. If the memory value shows ‘0%’ this indicates that the pen is empty. Any other value indicates that recorded ink strokes are still present on the pen. If there are still recorded ink strokes on the pen check the synchronisation settings on the ‘Synchronisation’ tab. This should normally be set to ‘Automatic when docked’ however you can click ‘Synchronise now’ to transfer any outstanding data.
5. If the pen appears to be connected to the PC (as above) but the memory is empty after recording it may indicate:
a) a pen firmware upgrade is required
b) there is an issue with the printed paperwork you are using
c) there is a hardware fault with the pen Magicomm can provide additional advice if this is the case.
Typical symptoms may include:
* Pen ‘buzzing’ whilst writing on Anoto paper
* No power lights appearing on the pen after charging
Contact Magicom for further information if this is suspected.
6. Check the colour of the Mercury ‘m’ icon in the status bar.
The colour indicates the current status of the software:
* White – no data to transfer and no transfer in progress
* Green – data transfer in progress
* Red – error with data transferIf there is a problem with the data transfer it usually indicates one of the following:
* No connection to the server. Maybe the case if there is no internet or VPN connection available.
* There is an issue with the server that requires an administrator to resolve.
7. Try reloading the Mercury ‘apps.ini’ file to resolve any issues with transmission
The ‘apps.ini’ file contains instruction on where to send pen data from the PC.You can install it by:
a) Right-clicking on the Mercury ‘m’ icon in the system tray
b) Clicking ‘Load apps.ini…’
c) Locating the ‘apps.ini’ file that was supplied to you as part of the installation. Contact Magicomm if you do not have this.
8. System-administrators only
Check that the correct Windows Services are running.The following services are required to be running in order for the digital pen to transfer data correctly:
* Anoto BT Streamer
* Anoto Digital Pen USB Service
* Anoto Pen Access Framework windows service
* Anoto USB Streamer
* Mercury Service
All services are set to auto-start on installation however it’s possible the process they are running in was terminated.
If the above steps do not resolve your issue please contact Magicomm for further assistance.
Require additional Support? Please email support@magicomm.co.uk