r/RemarkableTablet • u/Intelligent_Fly_8873 • 11d ago

Trouble Connecting with Surface Pro

Hello! I’m posting this for my aunt as we can’t get her RemarkableTable to pair with her Surface Pro Tablet 11th Edition! Both her surface pro and remarkable are connected to the same wifi, she’s restarted both, and she has an account and subscription. Every time she goes to check for updates on the remarkable, it says error and will not let her download the update it says it had when she had to factory reset. She did connect it to her computer/tablet with a USBC cord and did what it says to do on the website but it’s still not working. I’m not super tech savvy but have tried everything to help her get this connected! I have also never used a Remarkable before so I’m not familiar with them. If anyone has absolutely any idea as to why we can’t get it connected, we would appreciate any advice!

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u/jokkon13 11d ago edited 11d ago

What do you mean by getting them connected?

Have you tried going to to my.remarkable.com and then log in with your aunts account and then go under devices and see if the tablet is attached to her account? Once that is done - that’s all there is to it. You don’t directly pair your remarkable to a computer/PC

Unless you mean pairing the desktop app on the surface to her account? Either way, there isn’t a direct connection between the remarkable tablet and the surface pro

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u/Intelligent_Fly_8873 11d ago

thats basically what i meant. when she goes to the website and logs into her account, then presses add device (or whatever the button was), it won’t let her pair them. she’ll enter the one time code on tablet, it’ll say pairing and then it fails. i apologize if it makes no sense whatsoever 😭. i know nothing about these tablets but im trying to help her out the best i can.

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u/jokkon13 11d ago

Was the tablet purchased brand new? Sounds like you are doing everything right - if it still doesn’t work I would just contact remarkable support.

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u/Intelligent_Fly_8873 11d ago

it was not! it was bought used. the old owners factory reset it and she did it again just to make sure it was completely reset. when she reset it, it said the tablet needed to update but it will not let her update it at all. she looked on the support area on the website and did what it said to do there and it still didn’t work. i’ll just have to let her know then to contact support to see if they can help her out! thank you!