If Bluetooth is completely turned off in the system settings, the popup shown above may appear.
In this case, clicking the [Retry] button will bring up the Mac logo > System Preferences > Bluetooth window.
You can connect the pen normally by turning on the Bluetooth toggle button on the top of the System Preferences window as shown above.
If such a popup appears, it indicates that Bluetooth permission has not been granted.
Clicking the [Retry] button in the popup will bring up the Mac logo > System Preferences > Security & Privacy > Bluetooth window.
Please check if NeoLAB Cloud is included in the list of applications below, and if the toggle button is set to Off, please switch it to On to connect the pen properly.
If a sound pen or a smartpen from another company other than NeoLAB Convergence appears in the list of detected devices in the search window, please note that it may not be supported.
Please check the list of supported smartpens below and be aware that you may encounter a popup message if you connect a smartpen other than the ones listed below. Please connect supported smartpens only.
If you fail to connect the smartpen listed in the searched device more than three times when you try to connect it by clicking, the popup as shown above will appear.
This is mostly due to overloading the device (smartpen) with multiple connection attempts, and you can connect the pen normally by turning off and on the device's power.
If you encounter the above error, you won't be able to connect device properly.
Please check again if your case matches any of the mentioned scenarios.
If the error persists, please contact Neolab Convergence customer support team via email at support@neolab.net.
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