So we can better identify
what hardware is presenting this issue and direct our troubleshooting for that
issue accordingly, please advise us of the Product code of the ActivBoard in
question. Article 1088 on Promethean Support can help you
to locate the serial number label on the board, which will have the product
code listed with it.
Also, please confirm
for us the version number of the ActivDriver installed on the computer used
with these boards; Article 1012 can help locate that information on the computer
and the ActivDriver Page on Promethean Support has links
to download the updated ActivDriver.
Is the connection to
this ActivBoard being made over a USB connection, a Serial connection, or a
wireless Bluetooth connection?
If the connection to
the board is made over USB and any additional hardware (e.g. an extension cable
or booster, a wallbox, an external USB hub or docking station) is utilized in
that connection, please instead try making a direct connection between the
computer and the Board’s electronics (likely behind its upper left corner; the
board’s Serial Number will allow us to direct you more precisely) using only a
single 3m length of A-to-B USB cable. Does connecting in this manner with
our updated driver installed have any effect on the interactions experienced at