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.
Mike, would the Quick Keys work if connected to a power source even if the battery had died?
Is there a best practice with charging the Quick keys like not letting it completely drain, and even trying to charge to a maximum of 95% or so? I'm guessing that it is not the battery because the previous posters would have said if it worked when plugged in.
My PD16 is up and running btw, but it did fight me for a while. It would not connect to the USB-C Thunderbolt sockets on my Asus ROG Z79 Maximus Hero, and while it did connect to the forth (and last) HDMI socket on my RTX4080, I was not able to get things working nicely together. I eventually used an HDMI socket on the mainboard which did not destroy the other monitor settings. I am finding that it loses the (red) data connection if unused for a while, and I am having to remove and reconnect to get the driver to see the Pen Display. I am sure I am missing something though. I LOVE the Pen Display.
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.
Yes, I've received my new quick key, and I'd like to thank your team for that! Thanks for your speed, that's great!
I've managed to pair it up and everything's working fine now. Thank you so much!
Is the new quick key guaranteed too? I haven't received anything about that...
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.
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.
I've had exactly the same problem since this morning.
I also sent in a ticket.
Very disappointed, my tablet is only a year old.
Thanks for posting that. I see that you have created a ticket, and Carson is working with you.
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 see you have also created a ticket #16089 with Customer Care. They will reach out to you shortly if they have not already done so and work with you to get you up and running.
Please reach out to Customer Care, and they will be happy to work with you and replace the Quick Keys if needed.
Email Customer Care at CustomerCare@xencelabs.com
Is there a fix for this? Or just send it back?
Sorry to hear that. Please reach out to the Xencelabs Customer Care team by sending an email to OnlineSupport@xencelabs.com.
When you reach out to them, please include your Xencelabs order number or a copy of your receipt and your complete shipping address and phone number. And a few images of the front and back of the Quick Keys, along with the Quick Keys serial number. , This will help expedite getting you up and running.
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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