|

Pen spikes when using in Power Point 2016.

Has anyone seen this issue? It works fine in the ActivInspire software but if you use it with Power Point 2016 it spikes really bad.

Comments

  • Hi jlittleton,

    Thanks for posting on the Support Community.

    Please could you help to confirm what model of ActivBoard you are using? 
    Please also let us know what version of ActivDriver is installed?

    Once we have this information we'll be able to test this and see if we are able to replicate the issue.
    In the meantime, have you spoken to Microsoft as this is looking like a software issue or setting? 

    Kind regards,
    Adam
    Promethean Technical Support



  • It is a 587 board with 5.17 driver
  • When the spiking is occurring, are the annotations being made within PowerPoint, using tools within that software, with ActivInspire's Desktop Annotate Tools, or with some other tools or application?

    Can you confirm for use what version of PowerPoint is in use and in which operating system it is being used?

    Do other computers with the PowerPoint software installed on them also show the same spiking behavior while connected to this ActivBoard or any other ActivBoard of the same model?
  • Has anyone seen this issue? It works fine in the ActivInspire software but if you use it with Power Point 2016 it spikes really bad.
    We've been starting to see this recently on two PC's in our school.

    Both boards are : Promethean ABV578PRO
    ActivDriver_5_17_13_x64
    ActivInspire v2.14.67304 en_GB setup

    PC's are running Windows 10 (1607 LTSB)

    We've tried a short USB cable.




  • Hi Balcarras,

    Thanks for posting.

    Are you encountering this issue only within PowerPoint? 
    Or does the same issue happen in programs such as ActivInspire and MS Paint?

    Thanks
    Adam
    Promethean Technical Support
  • We believe the issue is particularly bad when using Powerpoint Slides in a widescreen format....
  • We do have rooms with exactly the same boards and software and they do not exhibit the problems we're having in one particular room quite badly and in another room to a lesser extent!

    We're at the point now where we may swap the boards between rooms to see if the fault follows the board.
  • Hi Balcarras,

    Thanks for your reply.

    The ActivBoard 578PRO is a 4:3 aspect ratio, if you are trying to do this in a widescreen aspect ratio, I suspect you may encounter some issues.
    Do you get the same issue if you disable touch within ActivManager?
    Please refer to the below link on how to disable this:
    https://support.prometheanworld.com/article/?kb=1104


    This is to see if PowerPoint is trying to differentiate the touch and the pen on the ActivBoard.

    If you have any computers that do not show this issue at all, try this on this ActivBoard and see if you encounter issues with the ActivBoard.


    Kind regards,
    Adam
    Promethean Technical Support



  • Hi Balcarras,

    Thanks for your reply.

    The ActivBoard 578PRO is a 4:3 aspect ratio, if you are trying to do this in a widescreen aspect ratio, I suspect you may encounter some issues.
    Do you get the same issue if you disable touch within ActivManager?
    Please refer to the below link on how to disable this:
    https://support.prometheanworld.com/article/?kb=1104


    This is to see if PowerPoint is trying to differentiate the touch and the pen on the ActivBoard.

    If you have any computers that do not show this issue at all, try this on this ActivBoard and see if you encounter issues with the ActivBoard.


    Kind regards,
    Adam
    Promethean Technical Support





    Hi,

    Yes "touch" has been disabled, as we had previous issues whereby the board would pick up their hands resting on the board to write with the pens!

    Why do you say we'd encounter issues if MS Powerpoint was in a widescreen format?
  • Hi Balcarras,

    Thanks for your reply.

    The ActivBoard model you have should use a 4:3 resolution. What do you have set as the current screen resolution that is being displayed on to the ActivBoard?

    Can you confirm if this issue is only present in PowerPoint? 
    Does this happen in other applications?

    Kind regards,
    Adam
    Promethean Technical Support

  • Hi Balcarras,

    Thanks for your reply.

    The ActivBoard model you have should use a 4:3 resolution. What do you have set as the current screen resolution that is being displayed on to the ActivBoard?

    Can you confirm if this issue is only present in PowerPoint? 
    Does this happen in other applications?

    Kind regards,
    Adam
    Promethean Technical Support

    It also happens in Smart Notebook.

    The PC screen and connected projector are both 4:3 models.
  • Hi Balcarras,

    Thanks for your reply.

    Have you tried different known working ActivPens?

    Please can you also try to upgrade the firmware for the ActivBoard following the instructions on the below link:
    https://support.prometheanworld.com/article/?kb=1125

    I hope this information helps.

    Kind regards,
    Adam
    Promethean Technical Support
  • Hi Balcarras,

    Thanks for your reply.

    Have you tried different known working ActivPens?

    Please can you also try to upgrade the firmware for the ActivBoard following the instructions on the below link:
    https://support.prometheanworld.com/article/?kb=1125

    I hope this information helps.

    Kind regards,
    Adam
    Promethean Technical Support

    Hi,

    It's not a pen issue as it also jumps when writing from the PC using the mouse.
    Yes, the board is on the latest firmware.

    Thanks for your assistance in trying to sort this.
    Regards
    Jeff
    IT Manager @ Balcarras
  • Hi Jeff,

    To confirm, if you disconnect your ActivBoards USB cable from the computer, does the same issue happen?

    Many thanks,
    Adam
    Promethean Technical Support
  • Hi Jeff,

    To confirm, if you disconnect your ActivBoards USB cable from the computer, does the same issue happen?

    Many thanks,
    Adam
    Promethean Technical Support
    Thanks Adam,

    I've passed this on to the teacher who is experiencing the worst of the strange behaviour and I'll be in touch soon with an update.
  • Hi Balcarras,

    Thanks for your reply.

    Feel free to get back in touch with any updates.

    Thanks
    Adam
    Promethean Technical Support
  • Hi Balcarras,

    Thanks for your reply.

    Feel free to get back in touch with any updates.

    Thanks
    Adam
    Promethean Technical Support

    We've now tested with the board unplugged and we can replicate the issue in Powerpoint 2016.

    Our next test is to bring the PC back to our office and test
    We will also deploy a freshly imaged PC with JUST the Office 2016 application installed to see if it's a hardware or software conflict.
  • Hi Balcarras,

    Thanks for your reply and update. 

    Kind regards,
    Adam
    Promethean Technical Support
  • Just an update:

    We've now discovered that if we re-image one of our PC's and don't add in the drivers for the graphics card the issue disappears, but as soon as we install the graphics drivers for the intel hd graphics 530 on-board the issue can be replicated!

    Our next test is to install an Nvidia graphics card to see if the issue re-occurs.

    But currently there appears to be a bug between the Intel drivers and Powerpoint in Office 2016.
  • Thank you for that update, @Balcarras

    If that bug does get taken care of and the issue reappears when connected to our hardware, please let us know so we can assist further.
  • Has anyone found a solution for the spiking yet? I have tried the newest drivers along with all other suggestions to no avail. I have since tried with an AMD laptop running nvidia graphics and the problem has not reoccurred which leads me to believe that it is indeed a conflict between intel and powerpoint
  • Hi Sparker,

    Thank you for your post, from this post it appears to be an issue with the graphics driver and PowerPoint 2016.  Have you tried to update the graphics card driver?  If not go into device manager and see if there is an update to the driver.  Update the driver, if you are still having an issue, does the issue happen when you disconnect the USB cable from the computer?  Does it happen in any other program?  What version of ActivInspire do you have installed on the computer?  What is the OS of the computer?

    Thank you,
    Pam
Sign In or Register to comment.