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ActivDriver+v5.16.7 OSX Sierra hangs and colored wheel appears when in extended screen mode

In OSX Sierra, ActiveInspire hangs while attempting to calibrate in extended screen mode.

In mirror mode, calibration appears fine. It is when the display is set to extended mode and a calibration is attempted then the dreaded colored spinning wheel appears and computer hangs.


Comments

  • Hi Jojo,

    Thank you for posting on the Support Community.

    Please note that this won't be an ActivInspire fault as ActivInspire doesn't control the calibration.
    The ActivDriver however, is what manages the Calibration on the Promethean hardware, this itself does not support extended desktop calibration and this could be one of the reasons why you are experiencing issues.
    As a possible work around, you could try to move your screen displays so that the primary screen is what is displayed on the ActivBoard/ActivPanel and then on your Mac, this to be the secondary screen. 

    Kind regards,
    Adam
    Promethean Technical Support


  • JojoJojo Posts: 19
    edited on August 10 2017
    Unfortunately this will not work with a lot of our teachers who prefer to use extend mode because then they are unable to work with whatever they are doing (lesson plan, report, etc.) while having the class activity displayed on the extended screen for students to see on the Promethean board.

    Mirroring is an option that works but then that prevents the teacher from working while displaying classroom activity/work on the extended screen on the Promethean board. However, a lot of teachers find this a hindrance to productivity.

    This feature was never a problem in past versions. Unfortunatley with OSX Sierra now, we cannot use those old drivers.

    I feel that instead of moving forward, Promethean is going backwards with the driver releases.

    We have roughly over 200+ Promethean boards which management is now thinking of possibly junking and replacing with technology that is friendlier and more versatile for our teachers (some new technologies do not even require the use of a board) and stop buying from Promethean because of issues like these.
  • Hi Jojo,

    So we can gather further information regarding this issue, please can you let us know the below information:
    -Model of ActivBoard/ActivPanel (Please don't provide the serial number)
    -Firmware version
    -ActivInspire version

    Does this happen when you use another MacBook which has Mac OSX Sierra installed?

    From this information we will be able to help try to replicate such issues you are experiencing so we can identify if this is a possible bug in the software or if this may be computer related faults as we haven't had this described fault reported elsewhere globally.

    I look forward to your reply.

    Kind regards,
    Adam
    Promethean Technical Support
  • JojoJojo Posts: 19
    Hi Jojo,

    So we can gather further information regarding this issue, please can you let us know the below information:
    -Model of ActivBoard/ActivPanel (Please don't provide the serial number)
    -Firmware version
    -ActivInspire version

    Does this happen when you use another MacBook which has Mac OSX Sierra installed?

    From this information we will be able to help try to replicate such issues you are experiencing so we can identify if this is a possible bug in the software or if this may be computer related faults as we haven't had this described fault reported elsewhere globally.

    I look forward to your reply.

    Kind regards,
    Adam
    Promethean Technical Support

    Model of ActiveBoard  : PRM-AB387-03
    Firmware Version        : 8.09 Build 4 (it apears this is the latest and last version for this perticular model)
    ActiveInpire Version    : Version v2.10.66827
    ActivDriver Version      : ActivDriver+v5.16.7  (for Sierra)

    We do not use MacBooks with your software. We use desktop imacs for the teachers.

    Our iMac Specs:

    OS Sierra 10.12.1
    Imac (Retina 4K 21.5 inch, late 2015)
    Processor 3.1 Ghz Intel core i5
    8GB RAM 1867 Mhz DDR3
    Intel Iris Pro Graphics 6200 1536MB

  • Hi Jojo,

    Thanks for your reply.

    I've tested this set up with ActivInspire and calibrating in extended desktop and haven't managed to replicate this particular fault that you've described.
    I will contact you by email to further investigate this issue.

    Kind regards,
    Adam
    Promethean Technical Support
  • neilnatneilnat Posts: 9
    I am having this exact issue as well on a Macbook running 12.12.6, just redownloaded and installed new drivers

    Adam, you said "The ActivDriver however, is what manages the Calibration on the Promethean hardware, this itself does not support extended desktop calibration and this could be one of the reasons why you are experiencing issues."

    Are you actually saying ActiveDriver does not support extented desktop calibration?  Was that reduction in functionality intentional?  I used it for at least two years without this problem.  
  • Regarding the ActivDriver’s support of calibration with an Extended Desktop:

     

    For our Legacy (500, 300, and earlier) models of ActivBoard, this has always been supported; the ActivDriver will allow you to calibrate the ActivBoard while the displays are arranged as Extended.  The ActivDriver is required for these boards to work with the computer connecting to them and acts as an interpreter of the inputs made at the ActivBoards using their pens for the computer’s operating system.

     

    For our newer hardware (ActivBoard Touch, ActivPanel Touch, and ActivWall), the ActivDriver is not a requirement for them to function with the computer to which they are connected; however, without the ActivDriver installed, some issues may occur.  The inputs from this hardware are dealt with directly by the computer’s Human Interface Device (HID) Driver; when calibrating through the ActivDriver, this changes the HID calibration settings on the computer.


    In regards to the issue as experienced by you, @neilnat, please let us know whether the issue occurs wile logged in as a different user on the computer or a newly-created default Admin account and whether this issue occurs while the ActivInspire software is closed.

  • neilnatneilnat Posts: 9
    I'm not going to do all that because frankly, after last year's Sierra ActivInspire update issues (no support from September until March) I'm tired of spending hours of my time troubleshooting for your dev team.  I'll just leave you with this.  For some reason, 25 point calibration works, but 5-point still freezes.  So, I have found a work-around.  I'm legitimately afraid that if I spend one of my planning periods doing all that you ask, I will get to a point that I no longer have a calibrated board and that my work-around will not longer work and it won't help track down the issue at all, so for now, I'm just leaving the 25-point tip for anyone else experiencing this issue.
  • Hi neilnat,

    Thanks for your reply and tip for our other users who may have this issue.

    We will pass this issue on to our software development team to review and investigate.
    Should an update be released which fixes this we will post the release notes on the Support Community.

    Kind regards,
    Adam
    Promethean Technical Support

  • Hello,

    I am having the same issue with my Mac. I have updated the Activdriver to the current version (downloaded today), and when my computer is in extended mode, calibration freezes. I too think that the driver should be compatible like they have been in the past. Promethean should be an excellent company, but the Apple issues have turned me off a little. 

    When can we expect to be able to use our boards with extended desktops? I need to have access to personal information while my kids are reading things off the board or using the ActivInspire application.

    I am the technology person for my school and would love to have a working setup.
  • Hi Gwen Arvizo,

    Thanks for posting on the Support Community.

    For our Legacy (500, 300, and earlier) models of ActivBoard, this has always been supported; the ActivDriver will allow you to calibrate the ActivBoard while the displays are arranged as Extended.  The ActivDriver is required for these boards to work with the computer connecting to them and acts as an interpreter of the inputs made at the ActivBoards using their pens for the computer’s operating system.

    Please can you let us know what the version of Mac OS is being used along with the ActivDriver version

    Please also let us know what model of ActivBoard you are using, please do not provide the serial number though :smile:.

    Does the calibration freeze at a certain point each time? Is ActivInspire loaded in the background at all when you calibrate? If so, close this and test, does this make any difference?

    Once we have this information I will try and replicate this issue and advise further.


    Kind regards,
    Adam

    Promethean Technical Support

  • Adam,

    I have a second generation board, but the tag that should be on the bottom left corner was removed by my tech department.

    I am running OS 10.12.6, and the driver is current.

    When I try to calibrate in extended mode, the app freezes when I touch the first cross. I have to manually quit the calibration or it will sit there forever.

    When I'm not in extended desktop it works. If I change my main desktop to display on the board, it freezes. This has never been an issue for me until last week. It worked the week before. 
  • Gwen ArvizoGwen Arvizo Posts: 13
    edited on August 28 2017
    .
  • Hi Gwen Arvizo,

    Thanks for your reply.

    Please can you advise if the 25 point calibration completes? 
    Also, we need to know the driver version that you are using as this is what controls the calibration.
    Can you confirm that the version you are using is 5.16.7?
    Has anything changed up until last week? Any updates to the Mac or additional applications installed?

    Kind regards,
    Adam
    Promethean Technical Support

  • Adam,

    The driver I have is 5.16.7. The 25-point calibration freezes as well.

    Nothing new has changed since the problem began. I did not install anything except for the driver. Can I roll back the driver?
  • Hi Gwen,

    I can send an older ActivDriver to see if this helps.

    Please uninstall your current ActivDriver, restart the Mac computer (ensuring your ActivBoard is disconnected) and then download a previous version from the link below:
    https://promethean.box.com/s/g8ywlexdrwl9gqye0ppran8k64wcovay

    Please let us know if you still experience this issue on this version.

    Thanks
    Adam
    Promethean Technical Support
  • Adam,

    No luck. Still freezing in extended display.

    Any other ideas?
  • Hi Gwen Arvizo,

    Thanks for your reply.
    Sorry to hear that this hasn't helped.

    I'll contact our second level team and see what we can recommend.

    Kind regards,
    Adam
    Promethean Technical Support
  • scooleyscooley Posts: 2
    Any resolution for this issue? I am experiencing this problem with boards in my district also.
  • Hi,

    Please can you ensure that ActivInspire is closed before attempting calibration, once this has been completed then open ActivInspire.

    Please let us know if this works for you.

    Kind Regards,
    Paul

    Promethean Technical Support
  • scooleyscooley Posts: 2
    Doesn't matter whether ActivInspire is open or closed
  • While the desktops are extended, make sure that the Projector displaying its image onto the ActivBoard is set as the Primary display.  With that arrangement in place, ActivInspire should function on the ActivBoard normally.  Calibration should proceed as normal, as well.
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