My Slim Pen 2 is having issues writing with Microsoft Whiteboard.

Question

Hi,

I have the Microsoft Surface - Slim Pen 2 and the Microsoft Surface 9 Pro. When I first got the two, everything worked very well and I had used Microsoft Whiteboard often for just about everything because of how easy and quick it is to use. However, I've decided to stop using it for one reason:

Whenever I use the application and want to switch pens from either a preset pen or highlighter, it will not allow me to do so. Whatever preset pen I decide to use when opening up the application is the only pen I can use. If I'd like to use a different color, I have to go into that pen's menu to switch the color rather than being able to select one of the other two preset pens or the highlighter. But, if I use my finger to write with the selected pen, it writes fine.

This may sound really confusing so I'll give an example:

I open the application, Microsoft Whiteboard, to quickly make some notes on three subjects and want to use the colors red, blue, and black to organize those subjects.

The first pen I select is the black pen to write some notes on subject 1. Then, I try selecting the second pen in the color blue to write about the red subject. When using the Surface Slim Pen 2, it appears that I have selected my second pen (in red) and the cursor even appears red, but, when I write with the pen it is the same size and color as the prior black pen. Now, must manually go into the first pen's menu to select different sizes and colors if I want to change the appearance of my writing.

I've finished writing everything and would light to highlight similarities between the three subjects. I select my highlighter and go to highlight certain words - I can't. The highlighter is selected, and the cursor shows that I could be using the highlighter but when I go to write it's the same pen I was using before.

The only way I can switch between the three pens and the highlighter is if I use my finger (and I'm assuming using a non-connected stylus would work as well).

I think the first time I ran into this problem was mid-way through last spring and it was just such a frustrating process I had decided to start using Microsoft One Note (I have no problem with this application, I just preferred the simplicity of Whiteboard). I went to use Whiteboard in the summer for something and noticed my problem was gone and continued to use it. But now, the problem is back and I'm not sure when it returned since I haven't been taking hand-written notes this fall.

I'm assuming this is a problem with either the application Microsoft Whiteboard or the Microsoft Surface - Slim Pen 2 but am unsure of how to go about fixing it since it doesn't seem like there are any resources on this issue specifically.

If anyone is able to lead me in any direction to fix this I would be super appreciative! I really enjoy Whiteboard and would like to continue using it.

Thank you for your time!

Answer 1

Hi Paije Tocsede,

Thank you for reaching Microsoft Community. I understand that you're having issues with your Slim Pen 2 when using Microsoft Whiteboard on your Surface Pro 9.

First, let me ask you some questions to better understand your situation:

• Have you checked the battery level of your Slim Pen 2? If the light on your pen is blinking red, you may need to change or charge the battery. You can check the battery level in your settings by selecting Start > Settings > Bluetooth & devices, then finding your pen.
• Have you updated your Surface drivers and firmware using the Surface app? You can open the Surface app and expand Help & support to check if the update status is "You're up to date" or something else. If needed, select the option to update the devices.
• Have you updated Windows to the latest version? When you update, you'll get the latest fixes and security improvements, helping your device run efficiently and stay protected. To check for updates, select Start > Settings > Windows Update, then select Check for updates. Make sure all updates are installed including Optional updates.

Additionally, kindly try also running the Surface Diagnostic Toolkit on the device to run some system checks and repairs then see if issue persists. See: Fix common Surface problems using the Surface app and Surface Diagnostic Toolkit - Microsoft Support

If still issue persists, let us proceed troubleshooting the app itself and see it would help. Follow these steps below:

1. Repair or Reset Whiteboard:

Open Settings > Apps > Apps & features. Look for Whiteboard then select the More icon. Select Advanced options then select Repair. If issue persist, try the Reset option. See: Repair apps and programs in Windows - Microsoft Support

2. Update Whiteboard:

Update the app through the Microsoft Store app by following the steps here: Get updates for apps and games in Microsoft Store - Microsoft Support

If issue persists after all the steps suggested, may I know which Surface Pro 9 configuration do you have? Intel or 5G?

Let me know how it goes.

Kind regards,

Marrion

Answer 2

Hi Paije Tocsede,

We haven't heard from you, so we assume that your issue has already been addressed. We will not be monitoring this thread moving forward so, if you need further assistance, please create a new thread to discuss these concerns by clicking this link: Create a new question (microsoft.com)

Thank you for understanding. 

Kind regards,
Marrion