In some cases a USB device is installed by the operating system, but either not completely or correctly. In most cases, this happens only at the first setup, but it could also be caused by a later Windows update. Then you'd have to force Windows to install the device once more.
You can use the tool USB-Deview to delete the installations of all StepOver devices:
Download and extract the ZIP file to any path of your choice and then start the "usbdelete-stepover-devices.bat" as administrator. Afterwards disconnect the pad and reconnect it to the computer.
To test, if only the device monitor is damaged, you could also download the following file, extract it and start the sodc.exe (StepOver Device Check) from the extracted folder.
This little tool is used to test any connected StepOver pads independant from other software.
- Select the device which you want to test with the "Pad auswählen" (= "Select pad") button
- When you click the "Test starten" (= "Start testing") button now, you can sign on the selected pad and you should also be able to see the direct image of your signature in SODC.
If this is still not helping, this is a case for the StepOver technical support