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version 5 Promethean

Hello,

Tutors have notified us that when they write on this board; they get these short horizontal lines, please see photo.

Comments

  • Adam K PrometheanAdam K Promethean Posts: 1,955 admin
    edited on March 9 2018
    Hi FCot,

    Thanks for posting on the Support Community.

    With regard to this issue, I haven't seen this reported behaviour on an ActivPanel previously, your comments mention that this is on a board. Can you confirm the model number of this hardware that you are experiencing the issue on (not the serial number but this is located next to the serial number).

    Can you confirm the below information:
    ActivInspire version
    ActivDriver version
    Firmware version
    Is the USB cable direct? Or through a faceplate/connectivity panel? Does the same issue happen direct?
    If you run Visual View, does the same issue happen when you writing on this? Can you provide a photo of this issue within Visual View?
    Does this make a difference if you use touch rather than the stylus?



    Kind regards,
    Adam
    Promethean Technical Support
  • FCotFCot Posts: 8

    Hello Adam,

    Here is the info you requested:

    model no AP4-55

    the usb is connected via a faceplate on the wall, the usb cable is about a meter long. The tutor said that regardless whether they use finger or stylus, it has the same effect. Please see attached photo. I have not tried the visual view yet.

  • Adam K PrometheanAdam K Promethean Posts: 1,955 admin
    Hi FCot,

    Thanks for this information.

    Have you got any objects placed on the frame of the ActivPanel? 

    If you do, please remove these and test to see if the same behaviour is present.
    Does this happen in other applications such as Microsoft Paint? 

    Please let us know if Visual View also has the same behaviour as this talks directly to the ActivPanel touch sensors.

    Kind regards,
    Adam
    Promethean Technical Support

  • FCotFCot Posts: 8

    Hi,

    Sorry this board is version 4 not 5; does it have visual view functionality? I thought only version 5 and above have it.

  • Adam K PrometheanAdam K Promethean Posts: 1,955 admin
    Hi FCot,

    Apologies you are correct, Visual View is only for the ActivPanel 5.

    Does the same issue happen in applications such as MS Paint?
    Please let us know if any objects are on the frame of the ActivPanel.

    Kind regards,
    Adam
    Promethean Technical Support

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