I've just began having this same issue today.
I sent a ticket in as well.
Hope they're able to find a solution for this. Seems like it's becoming a common problem now
I saw that you had created a ticket and that your Quick Keys is being replaced. The issue was in the firmware. The new Quick Keys has updated firmware.
Also, I wanted to let you know that once you receive your replacement Quick Keys, you will need to pair it to your existing wireless dongle if you are wanting to use the Quick Keys in the wireless mode. I have placed a link to an FAQ below that will walk you through doing that.
Please let me know if you have any other questions.
Thanks for the praises, I’ll pass them on to the team, and I’m glad you are up and running.
Yes, the new Quick Keys will continue with the same warranty from the date of purchase for the original one.
I’m sorry to hear that it sounds like you are outside of the US region. Who did you work with?
Same here. Quick Keys worked for 3 years just died last week. Customer care was no help either.
I'm sorry to hear that your Quick Keys stopped working. I see that you reach out to Customer Care for help in ticket #28778. Jerry will work with you on that.
Please let me know if you have any questions.
Last week my QuickKeys also stopped responding out of nowhere. I turned them off in the evening and the next day it did not turn on again. The LEDs only flicker dimly once and nothing happens.
Last week also my beloved quick keys also stopped working without a noticeable reason. I am not sure if there was an update, but I switched it off the evening before, and it never turned on again—just a dim flicker of the LEDs at the bottom for a millisecond.
Until now, I have been waiting for advice from the support team. I hope for the best and that it can be brought back to life.
Hello Jack, I'm sorry to hear that. I looked in our CRM, and I'm not finding you listed as someone who has reached out to us. Please let me know if you reached out using a different name or email address.
Please send an email to CustomerCare@Xencealbs.com and include your operating system and the Xencelabs device you are using. Please also include where you are located.
I would be happy to work with you.
I have the same issue - the pens don't work, the Quick Keys is unresponsive. I ran diagnostics and it doesn't register the interaction with either.
The tips I was given didn't work so I returned the product and requested a new one. The new one has the same issue.
Is there anything I can try? I'm using a Macbook pro. (I've also added the drivers in Accessibility.)
Thanks
I see that you have created a ticket in our system, and it looks like you are being helped. Please let me know if you have any other questions.
My QuickKeys has just developed this same problem as well, wouldn't switch on this morning. Glad to know I'm in the same boat as a few others at least, seems to be a known issue. I have raised a ticket with customer care so hopefully will hear back from them soon.
Hello Paul – I’m very sorry to hear that. I will reach out to you via our CRM, and I would like to see what I can do to help.
It pains me to read about your experience. I apologize and would like to see how I can turn this around for you.
Very disappointed with this tablet, the tablet itself dies first, I receive a replacement that has bugs and issues, and now the quick keys are having this issue too. I'm unfortunately going to have to consider buying a replacement from another company. It's a shame because when it is working it's comfortable to draw on but I'm not happy that it's unreliable to work with.
Mori
Help!
Quick Keys is unresponsive, doesn't charge, display is blank.
I tried:
Power Slide
Holding Power Slide for 10s+
Pushing buttons
Various USB-C Cables
Various Power Sources
Reinstalling Software and Dongle (Doesn't find the Quick Keys)
The only thing I noticed is when I plug it in the Connection and Power indicator lights blink very faintly every 1 second.
It was working fine for 10 months until now. Any ideas? I miss it already :(
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