I just received this laptop 3 days ago and after updating and making sure all the drivers install and are up to date, I notice the S-Pen always says "Connecting..." in the task bar. I pull out the S-Pen, it opens the air-commands, the button on the pen also opens the air commands. Every time I pull the pen from the garage I get a notification stating "Connection Error, S Pen is not available..." It works with the touchscreen, but I am unable to use the air gestures.
I tried to reinstall the drivers only to find out that it fails in the Samsung Update program, and when I try to download/install it manually, it still does not work. Weirdly enough, it eventually shows that it's updated/installed.
I have even tried to reset the pen in Samsung Settings and it always says "Fails to connect"
I contacted support and was told to return to a service center because it appears to be a software glitch, so I would prefer not to do that. I notice that multiple people are having this issue. My model number is NP950QCG-K01US
I've done a full factory reset, as if I just received this laptop new again, twice, and am still having this issue.
Has anyone found a fix for this? This laptop is beautiful, light, and powerful, but I'm just so frustrated that I paid so much only to not be able to take advantage of what this laptop has to offer. Samsung hasn't seemed to acknowledge this yet so I'm not sure if this is maybe a batch issue or something I should just wait for in an update?
I'm open to any suggestions.
Thanks
Edit: Just to add, there have been times where I try to Install the S-Pen drivers through the Samsung Update program, and I would often times get the error message "Installation Failed. Error 502." If that helps at all..
Edit 2: "Installation Failed. Error 502" appears to be due to the laptop not being plugged in for charging while it's updating, because other Samsung apps updated shortly after I plugged it in.
I'm sorry to hear that, if after you have made sure everything is up to date and also have tried a factory reset and since the device is so new I would recommend reaching out to your retailer for an exchange.
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When you press the Windows key and are able to search for device manager, once there you can look for the s pen it may be under human interface devices, or it may say s-pen, you can try to uninstall drivers and reinstall from there but it is not guaranteed to solve this issue.
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Thank you for offering the solution. I was hoping it would work but unfortunately it did not. It seems as if I will have to exchange it. Thank you to all who took the time to reply and offer help!
my book flex NP930QCG-K01US also has an issue on touch screen and s pen. Both don't work anymore. I bought the unit on November 17, 2020, just last month.
I tried the following but did not work:
1. Samsung Recovery and Factory Reset
2. Trouble Shooting
3. Switching my old laptop to local account. (I was thinking that one Microsoft account in two computers might having a conflict. On going windows update in the old laptop might change the settings in my book flex affecting drivers for touch screen and s pen. But switching old laptop to local account did not solve the problem.
4. Device Manager shows HID compliant touch screen and HID compliant pen are in shaded light gray, meaning "not connected", thus no "disable - enable " toggle option.
This is exactly why I didn't upgrade "Samsungs Settings" software. Their engineers create more bugs than they fix. Then refuses to fix the new bugs. I am on the orginal "Samsung Settings" software that came with my Galaxy Flex Book 15.6 and the S-pen disconnects sometimes after waking from sleep. But overall its always works after a reboot.
I had my comments deleted when I criticize Samsungs wrong doing.
Instead of fixing the software they release a Samsung Galaxy Book Flex 2.
