Basic initial troubleshooting:

• Move the signature pad to a different USB port
• Move the pad to a different workstation that has a working model
• If the workstation isn’t capturing the signature, but it is visible on the pad, try refreshing the SigPlus.ini file (see Related Link below).
• If nothing is captured on the pad, remove the batteries and the tip from the pen.  Place the batteries back in, then gently slide the tip back in.  Often the pen tip will not make the connection needed to start the signing process, and this sometimes resets it.
• Replace the batteries.
• Try a pen from a working pad; sometimes only the pen needs to be replaced.

If none of the above resolves the issue, contact Technical Support at Topaz (805-520-8297).  If they are not available, leave a message.

The support staff will walk you through several troubleshooting steps, most of which are covered above.  Afterwards, they will issue you an RMA number and give you directions on shipping the unit back to Topaz.  An additional option is to ask for an Advance Replacement, where they ship the necessary parts to you first with a return label for the faulty equipment.  Please note that you will be billed if you fail to return the broken item(s).

If you are uncomfortable with performing the RMA procedure or troubleshooting the signature, please contact WESCO Net for assistance.