When to use this guide
Use this guide when you are experiencing some of the issues below or if you need to install a new Signature Pad onto your computer:
⚠️ Installing a Signature Pad and getting it connected to Exerp
⚠️ Any issues relating to the Signature Pad not working as it should be
⚠️ Signatures are not working or saving on Exerp
⚠️ Signature Pad is not successfully connected
💡 Please try the following general trouble shooting steps outlined below if you are experiencing any issues:
- Restart your computer and check the connection in client tab on Exerp to see if the connection was successful
- Remove Device from client and Add it back in
- Try these steps above a few times until you receive a successful connection
- If you have tried these steps a few time and connection is still not successful, please read below on how to uninstall and reinstall the driver
💡 Check in the Client tab that the Signature Pad is either connected or disconnected
Successfully Connected:
Not Connected:
💡 Make sure to also check that the Signature Pad is connected to the computer. You can check this by searching 'Devices' in settings.
If the device is not connected, please follow the step-by-step instructions below to uninstall and reinstall the Signature Pad
💡 Please follow from step 4 if you are looking to install a new signature pad
Step 1: Remove the device from Client > Devices
Step 2: In File Explorer click into 'This PC' and click into your device > locate 'Signature Driver' and click Uninstall
Step 3: Once uninstalled, restart your computer.
Step 4: To reinstall the Signature Driver, download it via the Intranet here.
Step 5: Once the Signature Driver has downloaded successfully, click on the download to install it.
The install should now be complete.
Search 'Signature Driver' in your PC and Start Signature Driver should come up. Click this to Start the Signature Driver.
Let this run till it is complete:
Step 6: Once it has completed, restart your PC/computer.
Step 7: To Add the device back into Exerp > go into Client > Devices > Add
Select Driver 'SignoSoft Signature Pad' and click next until Finish.
Step 8: Once reconnected > Click on Signature Pad in Devices and refresh the log
Logs should come up as successfully connected:
Step 9: Do a test to ensure the Signature Pad is working accordingly.
💡 What to do if the connection is not successful?
- Retry the steps outlined above again until you get a successful connection.
- Restart the computer
-
Unplug the Signature Pad and re plug it into a different port and try the steps again.
(Tip: It usually works best when you plug it directly into the PC instead of a USB Hub)
⚠️ Make sure to not remove or move your signature pads around or to another computer once the connection is successful