How to fix a Livescribe App issue

Question

Livescrive Echo2 Application issues on Win10

I compared group policies applying to a colleague, myself and one of the affected users where Livescribe started working for one colleague, but it still doesn’t work for me or the effected User.

 

As far as I can see, it is very unlikely this has anything to do with group policies. The only group policies that applied to one colleague but not me or the effected User, were “allow Excel 95-97”, and “exclude from windows hello” – none being an obvious policy that would give Mike extra superpowers to launch Livescribe.

 

I can open this application successfully on my VM, also interesting how it didn’t work for my colleague on his old laptop but then it started working with no obvious changed being made.

I started playing with my AD permissions as well, but again, I don’t think it’s AD permissions as I can open the application on my VM. I couldn’t find anything obvious in Event Viewer either.

 

But, when I was looking into this problem, I noticed a bizarre behaviour. When Livescribe gets installed, it creates two services:

 

When I launch Livescribe on my VM, both services stay ‘running’. However, when I double click Livescribe icon on Mike’s laptop, the Anoto Cpp service is always stopped, and then Livescribe complains that this Anoto Cpp isn’t running.

Reading the description of what Anoto Handler service does, it seems to stop the Anoto Cpp from running to avoid conflict. If you have services open and livescribe gives you an error that Anoto Cpp isn’t running, you need to refresh the Services window to see that it is in fact stopped.

 

Restarting Anoto Handler service on its own is also stopping Anoto Cpp service on Mike’s laptop.

 

My conclusions - as far as I can see, the Anoto Handler service detects some conflict and kills the other service that is needed to open Livescribe. It seems to be an application issue and not Windows, or group policies, or permissions. Unfortunately, I can’t see any logs for Livescribe so I can’t advice any further what exactly is happening.

Does anyone out there have some constructive thoughts on this?

greatly appreciated

Answer 1

Hello there,

We need to grab hold of error messages or event IDs to find the cause of this behaviour. Can you share the exact error message or Event ID you are getting?

Most of the time, it might be a temporary loading issue.

You are sure it is not Windows problem but to find the cause you can use the Windows native tools. Process Monitor is an advanced monitoring tool for Windows that shows real-time file system, Registry, and process/thread activity. You can get the tool from here https://docs.microsoft.com/en-us/sysinternals/downloads/procmon

Hope this resolves your Query !!

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