HP Pen Control - Not Compatible/No Supported Device

[TobiasAlexander]

Hi,

I'm having the same problem as was reported on this thread: https://h30434.www3.hp.com/t5/Notebook-Software-and-How-To-Questions/HP-Pen-Control-error-message-sa...

I've had the laptop a little over a year, but this is the first time I've come to use the stylus that comes with it. it works on a basic level, but I need to be able to customise the buttons for use in photoshop.

I've updated every driver and firmware on the laptop through the support assistance, the HP website, and Windows update, as per the above thread, and the pen firmware is fully up to date, too.

Still it says the device isn't found and that the software is incompatible with my computer.

Can somebody help, please?

Thanks

[Dragon-Fur]

@TobiasAlexander 

In the Service Guide, the HP Pen is described as the Sunwoda pen

Stylus pen
Impreza pen in dark ash silver finish             929863-001
Impreza pen tip                                                    L04536-002

Sunwoda pen in dark ash silver finish            920241-001 (HP Pen)
Sunwoda pen tip in natural silver finish         L04536-001 (HP Pen)

Assuming your Pen is the "HP Pen", then you could try removing (uninstalling) the Driver from the Device Manager

Reminder:  This is not the HP Pen Control from the Windows Store

Pen Information in the Device Manager

• Device Manager > Human Interface Devices > Pen Device Information

1. Device Manager > View “Devices by type” AND “Show hidden devices”
2. Open category Human Interface Devices
3. Look for and Right-Click on “HID-compliant pen” > Properties
4. Tab Details > Under Property, Select “Hardware ids”
5. Tab Driver > Note the Driver Version

The Uninstall is available in Properties

-----------------------------------------------------------------------------------------

What if you don't find any pen device in the Device Manager?

Skip the uninstall bits and go directly to the download-save-install for the pen driver.

-----------------------------------------------------------------------------------------

After the "uninstall" If you wish to merely reinstall the existing driver, that is, the driver that is already in your Operating System,

Restart the computer and log in - the driver will reinstall itself (assuming it can detect the pen hardware as connected)

OR

(whilst still in the Device Manager) > Tab Action > Scan for Hardware changes

Want to remove the driver and start over?

Driver lost and need to start over?

The "all the way" method would include (if the option shows as available) to "delete" the driver when uninstalling it.

If you delete the driver (along with the uninstall), then

Restart the computer and log in > Download-save-install the HP Pen Driver (link below).

HP Pen Driver – Version 2.0.0.26

• Support for Pen models: HP Pen models 1MR94AA, Y0C43AV, and 1CP24AV
• ftp://ftp.hp.com/pub/softpaq/sp82001-82500/sp82491.exe

Description / Information

• ftp://ftp.hp.com/pub/softpaq/sp82001-82500/sp82491.html
• ftp://ftp.hp.com/pub/softpaq/sp82001-82500/sp82491.cva

Will this do anything for the HP Pen Control?

Will it solve the issue with trying to customize the pen?

No idea - it will reset the foundation on which the pen device depends.

Device Home Page - References and Resources – Learn about your Device - Solve Problems

NOTE:  Content depends on device type and Operating System

Categories:  Alerts, Warranty Check, HP Drivers / Software and BIOS, How-to Videos, Bulletins/Notices, How-to Documents, Troubleshooting, User Guides / Manuals, Service and Maintenance Guide (Replacement Parts and Procedures), Product Information (Specifications), more

When the website support page opens, Select (as available) a Category > Topic > Subtopic

HP Spectre 13-ap0000 x360 Convertible PC

Thank you for participating in our HP Community.

We are a world community of volunteers dedicated to supporting HP technology

Click Thumbs Up to say Thank You.

Answered? Click "Accept as Solution" to help others find it.

[TobiasAlexander]

Thanks for that, I've been through all that, but nothing has changed.

The drivers and hardware IDs are exactly the same as before - I can post screenshots if you like. The pen model is the first one (929863-001 - I still have the  sticker stuck to the pen 😛 )

Where do we go from here?

[Dragon-Fur]

@TobiasAlexander 

• The Impreza pen you have is  not the "HP Pen" that goes with the driver I posted.
•  In so much that I aware, the Impreza pen is not compatible with the Pen Control application.  (There is no indication in the document that HP Pen Control is applicable to the Impreza pen.)
• The Impreza pen is not compatible with the HP Tilt Pen drivers available in your Software and Drivers category

At the moment, I do not find a driver for that pen or anything else that makes sense in context of what you are asking.

Note that the lack of a driver is only important for pens that require drivers - not all pens need drivers.

If you are interested in doing so, the HP Tilt Pen is compatible - you would have to purchase it, of course.  There are drivers that should work, too, assuming you have not yet upgraded your Windows version to Windows 2004.

Answer

That nothing has worked is not a surprise.  The drivers and the application (Pen Control) are not applicable to your pen.

Where next?

Not sure - I will post back if I find anything that indicates the pen can be customized.

Thank you for participating in our HP Community.

We are a world community of volunteers dedicated to supporting HP technology

[TobiasAlexander]

OK - thank you very much for your help. I'll uninstall it.

It might be worth advising your designers to make your pens easier to identify when looking at them. Given that mine looks the same as the "HP Pen", and is a pen with "HP" written on it, and is the same colour and shape as the tilt pen, you can understand why I might have thought (especially given that it's pressure sensitive!) that something simple like customising buttons would be an option!

I'm very glad I didn't have to pay extra for this.

[TobiasAlexander]

My apologies, @DragonFur. I thought you were official HP support rather than someone just trying to help.

I do appreciate your assistance, I'm just easily frustrated by bad design and information, the latter of which is rife throughout this site!

[Dragon-Fur]

@TobiasAlexander 

No need to apologise - we are blasted on a regular basis.  Like many of the Community volunteers, I spent most of my life in IT - our ability to absorb the ire of others is pretty much legendary by now.  Smiling.

To the pen - sure, it is good you did not pay for it.  That said, the pen might be doing what it is designed to do and no more.  Honestly, I had a single experience with a stylus supported Spectre for a year as a loaner (a couple years ago?).  Nice system, nice pen - and I never asked much of the pen, so I thought the pen a nice addition.   

The itty-bitty writing on the side of the pen is hardly a banner that proclaims the pen's identity.  I needed a magnifier to see the tiny writing on the pen that came with the Spectre.   So, I get it.   A perfectly lasered and legible graphic on the side of the pen might be nice:  "HP Pen" or "HP Tilt Pen" or "Impreza" 

Depending on how much you are willing to invest in money, time, and effort, consider the HP Tilt Pen.  Do read what you can find about it, of course.  Although we do have drivers for the Tilt Pen, a driver is not a guarantee the pen will perform as you expect using the software you wish to run with it.   

Disclaimer:  My comments are not meant to be a solicitation for the Tilt Pen.  I don't have any opinion on the subject other than considering options that might resolve your dilemma. 

Stay Safe.

Thank you for participating in our HP Community.

We are a world community of volunteers dedicated to supporting HP technology

Click Thumbs Up to say Thank You.

Answered? Click "Accept as Solution" to help others find it.

[TobiasAlexander]

Haha - I used to work in IT myself, so it kinda galls me when I have a go at people. It's also why I hold companies like HP up to high standards because I know how support SHOULD be!

Anyhoo - I stumbled across one of your old posts on this topic from back in 2018ish, and the product I have in fact IS the tilt pen, however according to the HP Pen Control app, only three models are included in the apps capability, of which mine isn't one.

It would be nice if the compatibiliity list page, which is linked to across this forum, still worked.

It would also be nice if when trying to find drivers for the pen on the HP website, it actually found them - google seems to find them, but HP doesn't. Go figure.

As it stands with my original problem in photoshop - which led to this issue -  it seems I don't need to customise the button to do what I want, so all in there's no harm done.

The funny thing is our time need not have been wasted had HP actually clearly listed compatibility issues, provided easier access to drivers, and not labelled everything an HP Pen when it wasn't.

But there we go.

Have a great day!

[Dragon-Fur]

@TobiasAlexander 

So, problem solved and something learned.

Excellent.

Smiling.

There is a newer driver for the HP Tilt Pen.

This driver is rated for Windows V1909

sp101666.exe

Information Files

sp101666.cva

sp101666.html

[Devices]
ACPI\ELAN2514="ELAN EzTouchFilter"

Pen Compatibility

The old compatibility document was pulled from service because it was difficult to manage (amongst other factors that remain internal to HP).

The newer method makes use of the HP Virtual Assistant.

Look for Compatible Product(s) using the HP Virtual Agent - HPVA

Check the data for yourself using the HP Virtual Assistant

NOTE:  Consumer systems can open the agent at the product homepage

• Open the homepage for your Computer
• Click / Open the Virtual Agent (lower right corner of the homepage screen / web page)
• Ask your question – For example, ask:  “Which pen is compatible with my computer?”
• Follow the prompts, answer the questions.
• NOTE that in most cases, it is enough to search at the "series" level, or select a model similar to yours from the list within your model series.
• Note that a compatible product result does not guarantee the HP Store carries that product.

Example Questions: 

Which docking station is compatible with my computer?

Is Thunderbolt dock compatible with my computer?

Which pen is compatible with my computer?

Notes:

• A compatible product result does not guarantee the HP Store carries that product.
• If you “Finish” the Virtual Assistant chat session, the assistant uses the data to improve the behavior.  This is not yet true “AI”, but it does help the software get better over time.

Thank you for participating in our HP Community.

We are a world community of volunteers dedicated to supporting HP technology

Click Thumbs Up to say Thank You.

Answered? Click "Accept as Solution" to help others find it.