Installing Active Pen Control Panel Latitude 11 5175

Discussion in 'Dell' started by Gas Engineer, Oct 10, 2017.

  1. Gas Engineer

    Gas Engineer Pen Pal - Newbie

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    Having just purchased an Active Pen PN556W, I am trying to install the Active Pen Control Panel on my Latitude 11 5175. Win 10 64 bit. The Active Pen Control Panel allows you to configure what the pen buttons do.

    I downloaded the latest driver/app from the dedicated Dell Lat 5175 support page: APP_IO_Driver_W8_W10_A00-SETUP-XYCTY_ZPE.exe.

    But when I try to install it stops after the unpacking / unzipping of files with the message:

    "A supported tablet not found on this system".

    The app/driver support details confirm that it is compatible with Win 10 64 bit and Lat 11 5175.

    I tried downloading some Wacom software to test and if I try to install the Wacom software it gives exactly the same message ”a supported tablet not found on the system” as you would expect as there is no Wacom tablet attached.

    It seems to me as if the Dell/Wacom software is looking for a “tablet” and not finding one i.e. a separate "tablet" that would be (USB?) connected to the system, rather than the standalone computer Dell 5175 "tablet" pc.

    So some confusion in terms between a computer “tablet” and the traditional separate plug in Wacom style drawing “tablet”.

    Could there be a setting somewhere that needs to tell the software that the "tablet" is actually part of the "system".

    Could I ask other 5175 owners if they have successfully installed the active pen control panel, or even download and try it on their tablet. (Download is about halfway down the page of 5175 drivers: http://downloads.dell.com/published/pages/latitude-5175-laptop.html ).

    Dell seem to be struggling to find a solution so any help would be much appreciated.
     
    Last edited: Oct 21, 2017
  2. HoHoHo

    HoHoHo Pen Pal - Newbie

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    Does the pen works on your tablet without problems?
    The "Bluetooth button", and also both buttons on the side of the sylus work?
    The only thing not working is the Active Pen Control Panel?

    If you anser all of the questions with yes, than you know someone who had exact the same problem. I'd give you the advice contacting the Dell support. Long story short, at the end my LCD screen was replaced. This fixed the problem with the Active Pen Control Panel!
     
  3. Gas Engineer

    Gas Engineer Pen Pal - Newbie

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    Thanks for taking the time to reply HoHoHo. That is exactly the problem.

    Dell have already changed the motherboard with no success.

    I've mentioned your advice to them and am now waiting to hear back from the Tech department.

    Thanks again, much appreciated...
     
  4. HoHoHo

    HoHoHo Pen Pal - Newbie

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    If the advice does not help. The Dell Technical people may contact "Tom Günther" he is working at Dell Germany and he was the person involved in my case.

    This particular issue was totally new for the Dell Support. The assumed it is an Software issue (by the way I also was thinking it is a software issue). I installed my 5175 a several times, Dell sent me a new Stylus to be sure it is not a Stylus related problem. After that I sent the tablet to Dell and they found out it is an hardware issue (they swapped the SSD from a working 5175 to my 5175) and the working system throws the error "A supported tablet not found on this system" when Installing the Dell Active Pen control. The decided changing the screen and my problem was gone.
     
  5. Gas Engineer

    Gas Engineer Pen Pal - Newbie

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    That's great. I've passed on the information to Dell.

    Much appreciated..
     
  6. Gas Engineer

    Gas Engineer Pen Pal - Newbie

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    An update..

    Having unsuccessfully tried to install the Dell Active Pen Control Panel (DAPCP) software on my tablet by remote access Dell technical arranged for my tablet to be collected and sent to Germany for them to check why the software would not install.

    After about 3 weeks my tablet was returned without the DAPCP software having been installed.

    So I straight away downloaded APP_IO_Driver_W8_W10_A00-SETUP-XYCTY_ZPE again, tried to install it and the installation stopped at the same error message “supported tablet not found”.

    The faults listed on the service sheet bore no resemblance to the reported problem of the DAPCP installation not completing.

    Issues shown on the service sheet were: BLUE SCREEN; OS DOESN’T BOOT; WRONG OS OR ACTIVATION PROBLEM. None of which applied to my tablet which was working completely normally when it was collected. No mention is made of the DAPCP installation issue it was sent to the service centre to resolve. The service sheet also mentions that the motherboard was replaced.

    The service sheet showed all functionality tests were passed; but obviously the tablet had not been tested for the very issue for which it was sent to the service centre.

    I passed the information from HoHoHo (above) on to Dell technical who then forwarded it to level 3 technical and it was eventually decided to arrange an engineer visit to my home to replace the LCD.

    On the arranged date, the promised call from the engineer to give me an arrival time did not happen. I called the service provider who told me that the visit had been cancelled without telling me, as the parts had been returned in error. I had taken a day off work to be at home for this visit .

    The visit was rearranged, I had to be at work and we arranged for my wife to be at home. I therefore was not present to check that the fault had been fixed before the engineer left.

    I did however speak to the engineer on the phone before he came (when he called to ask for directions) and clearly explained that the problem he was attending to fix was the installation of the active pen control panel software. I told him that the downloaded software was ready for installation in the download folder.

    So apparently, he replaced the screen but did not attempt to test whether the DAPCP software would install. He did demonstrate to my wife that the pen was working but that has never been an issue - the pen has always worked.

    As I had his number from his earlier call asking for directions, I telephoned him and asked him if he had tried the DAPCP software install as discussed, and he admitted he had not. I asked why he had written tested OK when he had not tested for the fault he had come to fix, but he would not reply. He said the pen was working and I repeated that I had told him there was no problem with the pen working.

    I asked him to return to fix the issue but he said he could not come back and that I had to contact Dell again. (TBH I'm not completely convinced that he did in fact change the LCD. It requires completely stripping the tablet and it may be that when he saw that the pen was working he didn't bother).

    So at this stage (over three months since I raised the initial call) Dell offered to replace the tablet.

    When the replacement tablet arrived the first thing I tried was to install DAPCP and it installed straight away with no issues. I took the SSD from the replacement to the old tablet and tried to install DAPCP. Again it failed in the old tablet. I did notice though that once DAPCP was installed on the SSD if it was then moved to the old tablet the DAPCP software worked with no issues, but if it was uninstalled it would not reinstall.

    So to sum up - it was not the Motherboard, it was not the Screen and it was not the SSD.....
     
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