If a C-Pen freezes or won't respond, charge it for two hours and then do a hard reset. A hard reset restarts the pen without losing any files or settings. If problems continue, restore the default settings, but be aware this erases saved text, recordings and practice data on the Reader 2 and Reader 3.
Which reset do you need?
| Problem | Reset | What you lose |
|---|---|---|
| Pen is frozen or won't turn on | Hard reset | Nothing |
| Pen behaves oddly after changing settings | Restore defaults | All settings, including Exam Lock and its PIN. Also all saved text, recordings and practice data on the Reader 2 and Reader 3 |
| Forgotten Exam Lock PIN | Neither. Delete the lock file instead | Nothing (see Exam Mode setup) |
First: charge the pen
A flat battery is the most common reason a pen won't turn on. Connect it to a power source and charge it for at least two hours before trying anything else.
Hard reset: Reader 2 and Exam Reader 2
- Make sure the pen is charged.
- Straighten a paperclip and press the small reset button on the back of the pen. On the Exam Reader 2, hold it for 10 seconds.
- If the pen doesn't restart on its own, press and hold the power button until the screen lights up. This can take up to 30 seconds.
Hard reset: Reader 3
The Reader 3 has no reset button. It uses the power button.
- Make sure the pen is charged.
- Press and hold the power button. After about three seconds, "Power off?" appears. If it doesn't, keep holding until the screen goes black.
- To restart, press and hold the power button until the C-PEN logo appears.
Restore defaults: all models
Copy any text files you want to keep before you start (see sending text to a computer).
- Turn the pen on.
- Go to Settings > System Settings > Default Settings.
- When asked "Reboot after reset. Proceed?", choose Yes.
- When warned "All personal files will be erased!", choose Yes again.
- Wait for the pen to restart and show the main menu.
- Run the setup wizard again to set the hand, language, Australian English voice and volume (see setting up a new C-Pen).
Restoring defaults also clears Exam Lock, its PIN and UI lock on every model. Set them again before the next test or exam (see Exam Mode setup). The Exam Reader 2 stores no files, so on that model only the settings are reset.
Still not working?
Check the firmware is up to date (see updating firmware). If the pen still won't turn on after a full charge and a hard reset, contact Assistive Tech support.
During an exam, don't try to reset the pen. Swap to a spare (see exam supervisor briefing).
Frequently asked questions
My C-Pen won't turn on. What should I do?
Charge it for at least two hours, then do a hard reset. On the Reader 2 and Exam Reader 2, press the reset button on the back with a paperclip. On the Reader 3, hold the power button.
Does resetting a C-Pen delete my files?
A hard reset deletes nothing. Restoring default settings erases saved text, recordings and practice data on the Reader 2 and Reader 3, and resets all settings, including Exam Lock and its PIN.
Where is the reset button on a C-Pen?
On the back of the Reader 2 and Exam Reader 2. The Reader 3 has no reset button and uses the power button instead.
How do I restore factory settings on a C-Pen?
Go to Settings > System Settings > Default Settings and confirm twice. Copy any files you want to keep first.
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