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Troubleshooting for C-Pen Exam Reader 3

This article provides simple checks for common problems. Complete the checks in order, and stop using the device if it behaves unexpectedly during an exam.

Important: Do not open, modify, or attempt to repair the pen yourself. If a problem remains after the checks below, label the device and contact your support team.

The pen will not turn on

  1. Connect the pen to its approved USB-C charger.
  2. Leave it charging for at least 30 minutes.
  3. Try turning it on again.
  4. If it still does not start, try an approved charging cable and power source.

          If the pen still does not turn on, do not use it for an exam. Record its serial number and report the problem.

          The pen does not read the text correctly

          • Make sure the paper is flat and the text is clearly printed.
          • Use good lighting and avoid glare.
          • Place the scanner tip at the beginning of the line.
          • Move the pen smoothly at a steady speed.
          • Try a shorter line of text.
          • Make sure Left/Right Hand setting is correct.

          The sound is missing or too quiet

          • Check that the pen is switched on.
          • Check the volume using the normal device controls.
          • Make sure the speaker opening is not covered.
          • Test the pen with a clear, large line of printed text.
          • Try the included USB-C headphones.

          The pen shows an unexpected feature or connection

          Remove the pen from use immediately. The C-Pen Exam Reader 3 is a restricted exam device and should not show unexpected apps, settings, internet access, or other general-purpose features.

          The pen stops during use

          • Check whether the battery is low.
          • Allow the pen to cool if it feels unusually warm.
          • Restart it only when this is permitted by your exam procedures.
          • If the problem happens again, remove it from use and report it.

                       When to escalate

                                        Contact us if the pen will not start, repeatedly stops, cannot read clear text, displays unexpected features, or appears damaged. Include the device serial number, a description of the problem, and when it happened.