Interactivity issues

Hello, we are having an issue with an AVV378Pro, it is disconnecting frequently where no colour on flame. Once we power cycle the Board the flame returns red and no interactivity. We have uninstalled the ActivDriver and installed the latest version but to no avail. We have replaced USB Cables and also bypassed any splitters or junction boxes but issues persists. If you could advise best course to resolve issue subsequent to steps taken we would appreciate. Thanks


  • Adam K PrometheanAdam K Promethean Posts: 2,146 admin
    Hi ASIT,

    Thanks for posting.

    This may indicate a hardware fault to the ActivBoard, but firstly, do you ever get a connection (white LED on the flame) from your laptop to the ActivBoard where the ActivBoard is seen within the ActivManager Control Panel? 
    If so, what is the firmware version listed?

    Have you tried a shorter 3m or shorter USB cable directly to the ActivBoard? 

    Kind regards,
    Promethean Technical Support

  • ASITASIT Posts: 23
    Hi Adam, apologies on the delay. The connection is intermittent even with a shorter cable and since back after the holidays the connection has been fine. The Firmware is V8.10, do you think we should upgrade the firmware now given we have a connection? Thanks
  • Hi ASIT,

    Thanks for getting back in touch.

    You are using the latest version of the firmware for this model of ActivBoard, whilst a reflash of the firmware can be done this may not have any impact on the intermittent connection.

    I would recommend keeping an eye on the connection and seeing if this drops at any point (and if it does, is it at a specific point when you are doing something).

    Kind regards,
    Promethean Technical Support
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