12. I am using a naturaSign Pad Classic/Biometric/Standard 2.5

Sometimes, this problem can be solved by updating the device firmware. Please download the most recent firmware updater for your product here and follow the instructions to update your device to the latest version.

If you cannot find your product, please contact our technical support: Contact

When using this product range, it's also possible that due to technical reasons, the glass receives too much pressure and is breaking outside of the viewable area without the user being to be blamed for it, because in such cases, even slightly too much pressure can be enough to break the glass. If this happens, the device monitor will show either a distorted, erratic signature or none at all. 

In such cases, you have to send the device to us for repairs. Please use the following link: www.stepoverinfo.net/RMA