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ActivPanel with ActivConnectG - No Signal

I have verified cables are connected correctly and the panel input is set correctly. I still get No Signal on the panel.  To correct, I have to unplug the ActivConnectG and reconnect. How do I prevent having to unplug every time?

Answers

  • Jarrad PrometheanJarrad Promethean Posts: 642 mod
    When the 'No Signal' message appears, take note of the HDMI Port into which the ActivConnect G is connected.  Press the SOURCE button on either the Panel or its remote and ensure that HDMI port is selected as the input source.  Article 1571 from Promethean Support will advise you further on this process.

    If the Input to which the ActivConnect is plugged in is chosen and no video image is present Please try using a different HDMI cable to make the connection and try connecting a different device with an HDMI output (e.g. a Blu-Ray player, a computer, or a different ActivConnect G device, etc.).  

    Do also try connecting your ActivConnect G to a different HDMI port on the Panel (if one is present, replacing temporarily anything plugged into that port) and select that port from the SOURCE menu on the Panel.
  • kgodfreykgodfrey Posts: 19
    Thanks Jarrad. To follow up.....the correct HDMI port is selected as the input source.  Different HDMI cable does not change the outcome.  The problem occurs after the panel is switched off....and then back on. So each morning, the teacher switches on the panel and get the No Signal message. Then....she selects the input and verifies it is set correctly. Still No Signal.  The only way we have found to correct the issue is to remove the power from the ActivConnect itself...reattach the power and then restart the panel. 
  • Jarrad PrometheanJarrad Promethean Posts: 642 mod
    Is there also a lack of video signal seen when a computer or other video playback device (or a different ActivConnect G, if one is available) is connected to that HDMI port on the Panel instead of the ActivConnect G?  This will help us to determine whether the behavior is being caused by the Panel or by the ActivConnect G device in use, and direct further troubleshooting accordingly.
  • bajadabajada Posts: 1
    I'm having the same problem.  The only way to way to get a signal is to remove and replace the power source to the ActivConnect.

  • Hi bajada,

    To clarify, is the issue resolved by reconnecting the existing power supply or by connecting another known working power supply?

    If the resolution is reconnecting the same power supply, kindly confirm the software version of the ActivConnect G series. 

    Tap the setting icon in the bottom left corner.

    User-added image
     

    Tap the gear icon.

    User-added image

    Tap Update.

    User-added image

    The version number will be listed in the center of the screen. This should be at 1.0.21.

    User-added image


    Thanks,
    Michael
    Promethean Support
  • soliversoliver Posts: 1
    We have a brand new activpanel mounted to the wall in a classroom that has stopped working and we do not know how to troubleshoot. It was just installed this summer and really never used and I saw it working that day but now nothing. The power was likely unplugged when the classroom was being cleaned. Now we cannot do anything at all and it is just shutting down on its own after a minute or two so no access to settings or to change ability sources at all. One time we got to settings and we tried all possible things and finally chose to reset to default and now we cannot even get back to that. We have unplugged from wall and followed some directions on here but no change. Help! 
  • Adam K PrometheanAdam K Promethean Posts: 1,967 admin
    Hi soliver,

    Thanks for posting on the Support Community.

    I'll contact you by email with further information.

    Thanks,
    Adam
    Promethean Technical Support
  • skuzmaskuzma Posts: 4
    I am having the same issue as the original post.  Some people have responded that they can unplug it and plug back in and then get it to work.  Even that has not solved my issue.  This panel is brand new and worked when it was installed in late June, but sat dormant for the summer, only to have this issue when I returned Tuesday.  I have only seen the home screen once, on the day it was installed.  It does allow me to go to the menu to input media from a USB drive, but I cannot get the home screen.   I posted this as a new question but then found this post and thought it would be helpful to attach my question to a similar thread.  Thanks.
  • Adam K PrometheanAdam K Promethean Posts: 1,967 admin
    Hi skuzma,

    I've seen your post on the below link and responded:
    https://community.prometheanworld.com/en/discussion/7002094/activpanel-now-shows-no-signal-instead-of-home-screen#latest

    Thanks
    Adam
    Promethean Technical Support

  • cmariecmarie Posts: 1
    I have the exact same problem. Only way to reconnect is to turn off the power and switch it back on. My sockets are high up so I need a step ladder every time. Board is brand new, only installed last week. 
  • Hi cmarie,

    If you connect the ActivConnect to another port on the screen do you have the same issue?
    Does it also happen with a laptop/PC?

    Thank you

    Miguel
    Promethean Technical Support
  • I have tried everything and the "No Signal" prompt continues to appear.
  • Adam K PrometheanAdam K Promethean Posts: 1,967 admin
    Hi teacherantoine,

    Thanks for posting on the Support Community.

    If you are still experiencing issues with connecting other sources to the ActivPanel directly (bypassing any wallboxes or connectivity panels) then we would recommend contacting Promethean Technical Support directly with your serial number for further advice.

    Kind regards,
    Adam
    Promethean Technical Support
  • MegKMegK Posts: 1
    I have tried everything and the "No Signal" prompt continues to appear.
    I have had this happens many times.  The fix has been Power off the ActivConnect. Frustrating this is happening during class.
    I'm hoping they have a fix soon.


  • I have been in a number of schools recently and when we switch the panel to “android” mode the panel will sometimes show the “NO SIGNAL” message

    Some android boxes “wake up” with a number of swipes on the screen – others do NOT andrequired a power off/on.

    What should be the normal action and is there an action/setting that we need to make sure is in place on the android to either prevent it going into this mode or allowing the “swipe” to wake the device.

    In the case where the SWIPE has worked I have not checked to see what colour the LED has been though - to see if it is was blue or red

    the majority of times - to get it working - required a power cycle of the andriod box.

     

  • Hi stephenmarley,

    In the case where the "swipe" is not waking up the ActivConnect G-Series it may well be that the software requires an update.  To apply the update, you would need to do a power reset to "wake" the ActivConnect then follow the instructions here: https://support.prometheanworld.com/article/?kb=1556

    Should the issue persist, please let us know via the contact form here https://support.prometheanworld.com/contact/ as it may be that your ActivPanel needs an update and for that we need serial numbers that for obvious reasons we do not advised to be posted on a public forum.

    Please let us know if this works for you.

    Kind Regards,
    Paul

    Promethean Technical Support
  • What if the flame in the left corner is red and you can’t write on it and the sound won’t work either? What should I do?
  • Hi OCyrus8799,

    Thank you for your post.

    It sounds like you are referring to one of our ActivBoards. A red flame means that the board is not getting a proper connection with your computer. 

    Here are some things we would want to look at. 

    1. Make sure the USB cable from the board is connected to your computer.
    2. You will want to make sure that you have our most recent ActivDriver installed on your computer. You can find the latest version (5.17.13) on our support site for download. https://support.prometheanworld.com/product/activdriver
    3. Test with a known working, 3m USB cable.
    4. Test with another known working computer.

    Should you still be having issue and are getting the red flame, we would suggest calling us or submitting a support ticket. 

    Kind Regards,
    Maggie
    Promethean Technical Support
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