The pen is not recognizing the pattern printed. Possible steps to go through:

• Verify printer minimum requirements are met
• Verify printer is not on incompatible list
• Adjust color management settings in printer driver to allow application to control settings.
• Printer Optimization Utility, can improve pattern quality. Download the utility  
  Instructional Video: http://www.screencast.com/t/imJccz4hOlc
• Pen may need a firmware upgrade. Ask customer if pen worked in the past and did they recently download pattern? Pens purchased prior to 2009 may not recognize the pattern and need to be firmware upgraded. Contact Adapx Tech Support [email protected]