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ActivBoard 378 Pro issue

I've got a ActivBoard 378 Pro. The interactive part of it doesn't work. It's just got a red, flashing flame. I tried several different USB Cables and I tried bypassing the A/V box on the wall next to the board.

Unfortunately none of this worked.

I then updated the driver to the latest version. The board was on a green, solid flame for about 2 seconds after the driver had finished installing and then went back to the red, flashing flame. ActivManager detects the whiteboard, and so does the windows device manager. I updated the firmware of the board to 8.10 Build 7, but once again it would be green for a few seconds and then go to red again. Even when the flame was green, the interactive part didn't work.

After having a search around the internet and looking at responses to people having a similar issue, i checked cable length and it isn't over 3 metres long. I tried a local administrator account and a domain admin account, but get no difference. We do have Skype for business 2016 installed, but according to other articles firmware version 8.10 fixes the known issues between the two.

Please could someone advise me on what else I can do to try and fix this.

Best Answer

Answers

  • Craig582Craig582 Posts: 12
    Thanks for the help. I've now tried this and it didn't work.
  • We are sorry to hear that, @Craig582.

    Was our support team able to verify whether this board was will within its warranty period?

    If that is not under warranty, a salesperson in your area can advise you of the pricing and availability of replacement solutions for this hardware.
  • Craig582Craig582 Posts: 12
    I've sent of an email via that link you gave me, waiting for a reply back. Thanks for all your help!
  • Hi @Craig582,


    Have you sent the request into our sales team or to our support team? 

    I've checked our support inbox and can;t see an image from you. 


    Kind regards, 

    Craig 

  • Craig582Craig582 Posts: 12
    I sent it to the Support team. I had a confirmation email saying that the request had been received.
  • Hi Craig582,

    We checked on this and your email came through on reference number 00804115.

    We shall resend an email.

    Thank you

    Miguel
    Promethean Technical Support

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