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My pen don't work

I have a activbord and the pen isn't working why?

Answers

  • Hi Niklas,

    Thank you for your post.

    There could be many reasons why the pen is not working on your board.
    To assist you further please provide the model of your board. (Do not provide the serial number).

    Once we have this information we will advise you further.

    Thank you

    Miguel
    Promethean Technical Support
  • NiklasNiklas Posts: 5
    I think it is a 

    X2nd Generation ActivBoard it looks like it.

  • Hi Niklas,

    Is your ActivBoard detected in ActivManager Control Panel under the Hardware tab?

    If so, what is the firmware version that is shown?



    Are you using the correct ActivPens that matches your model of ActivBoard? Please take a look at the link below:
    https://support.prometheanworld.com/article/?kb=1414

    Kind regards,
    Adam
    Promethean Technical Support

  • NiklasNiklas Posts: 5
    It's the right pen I use but the firmware is v3.67 build 1
  • Hi Niklas,

    Thanks for confirming.

    It's a good sign that the firmware is being shown, have you tried to calibrate the ActivPen at all? 

    When you place the pen on the surface of the ActivBoard, does the LED change colour? 

    You could give your ActivBoard a power cycle by removing the USB cable and turning the ActivBoard off at the mains, leave for 5 minutes and turn back on and reconnect, let us know if this then detects the pen. 

    Thanks
    Adam
    Promethean Technical Support
  • NiklasNiklas Posts: 5
  • Hi Niklas,

    Thanks for posting these photos.

    This is the incorrect pen for your model of ActivBoard.

    You will need to use the ActivPen 3 or ActivArena kit for the 2nd Generation ActivBoard (with compatible firmware).


    Kind regards,
    Adam
    Promethean Technical Support


  • NiklasNiklas Posts: 5
    How do I buy the activpen 3?
  • Hi Niklas,

    You can contact a Promethean reseller to see if they have these available.


    Kind regards,
    Adam
    Promethean Technical Support

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