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There is a red x on the activboard icon and the pen will not work on the board. Can you help me fix

There is a red x on the activboard icon and the pen will not work on the board. Can you help me fix this???

Answers

  • Hello rhayden,

    The red X indicates a connection issue. This could be caused by an out of date, driver or computer. 

    Can you please ensure you have the very latest driver (5.14.21) installed, please find a link below to download: 

    https://support.prometheanworld.com/product/activdriver

    Please note you will need to disconnect tour ActivBoard and remove your current driver before you install the latest. 

    Can you please try a direct connection using a known working USB cable going directly from your computer into the ActivBoard bypassing any wall boxes or extension cables. 

    Finally provide us with the model of your ActivBoard, to help you find the model number please take a look at the below support article: 

    https://support.prometheanworld.com/article/?kb=1088

    We look forward to hearing from you,

    Craig 
  • I am having the same issue with the red X.  What am I specifically uninstalling and installing?  
  • Hi tatetwins,

    The Red X indicates a connection issue between the computer and the Promethean hardware.
    Can you ensure that your USB cable is connected directly to the Promethean hardware and see if this helps with the issue that you have?
    If you have an older ActivDriver installed (currently v5.17.13), then you can simply just update this by running the installation for the latest. You can download this from the below:
    https://support.prometheanworld.com/product/activdriver

    Kind regards,
    Adam
    Promethean Support




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