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Activpanel/ActivDriver Unknow Device in Device Manager Windows 7

Hi

All our Windows 7 pc's connected to activpanel's have an unknown device listed in Device Manager under other devices called PS-TK70C-10P0-M3-003c.

This is definitely Activpanel related, if we unplug the panel the device disappears.

We are using ActivDriver v5.17.13.x64.

Any ideas what this is?

Paul

Best Answers

  • wardywardy Posts: 12
    edited on March 21 2018 Accepted Answer

    Hi

    Sorted now - the update in question was Microsoft - Other Hardware - WinUSB Device and can be found in the Microsoft Update Catalog

    Not sure what it does, but no more Unknown Devices!?

    Many thanks

    Paul

Answers

  • Hi Wardy,

    On the computer that is showing the error in device manager, please follow the steps in our support article https://support.prometheanworld.com/article/?kb=1039.

    Please let us know your results.

    Pam
  • wardywardy Posts: 12

    Hi Pam

    I'm afraid that does not work - we receive a windows cannot find drive software software for your device message.

    The activpanel does work correctly, just don't like unknown devices knocking around.

    Paul

  • Hi Paul,

    Please try the following:

    - Manually uninstalling the driver using this guide: https://support.prometheanworld.com/article/?kb=1064
    - Restart your PC.
    - Disconnect the computer from the ActivPanel.
    - Reinstall the ActivDriver using this link: https://support.prometheanworld.com/product/activdriver (Ensure the ActivPanel is NOT connected)
    - Restart your PC once more, then connect the ActivPanel and check device manager for errors.

    Thank you.
    Adem
    Promethean Technical Support
  • wardywardy Posts: 12
    edited on March 16 2018

    Hi

    Tried this, still got the device in query I'm afraid.

    Paul

  • Hello wardy, 

    Thank you for the photo of the error message. Can you please check if Windows will give you more details regarding the error that you are receiving in Device Manager.

    To do so, please tab-and- hold or right -click on it and then choose Properties. 

    Look at the Device status text box is a short description of the current status of this particular piece of hardware. 

    If Windows determines that the device is not working properly, you will see an error message as well as an error code. Please take a screenshot of that error message and provide it to us for further review. 

    Looking forward to hearing from you soon so we can resolve this issue as soon as possible! 

    Thank you,
    Nelly 
    Promethean Technical Support
  • wardywardy Posts: 12

    Hi Nelly

    Screenshot here

    Thanks

    Paul

  • Hello Paul, 

    Thank you for providing us with screenshot of the error message.

    - What happens when you select "Update Driver"?
    - Is it able to locate an update?
    - Please provide us with the model of the ActivPanel for further review.
    - When was the last time that the computers were working properly with the ActivPanels?  

    Kind Regards, 
    Nelly
    Promethean Technical Support. 

  • wardywardy Posts: 12

    Hi Nelly

    When you click update driver windows fails to find a driver either automatically or if you browse to the Active Driver folder.

    The ActivPanel model is AP5-70

    These are new installs so have never been able to locate the other device driver - the panels do work correctly though.

    Paul

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

    Thanks for your reply.

    I have looked into this for you, the error is being seen due to a failure of Windows being able to load the drivers for a component of the ActivPanel Touch matrix.
    This is normally resolved following a Windows update to the computer.



    Kind regards,
    Adam
    Promethean Technical Support
  • wardywardy Posts: 12

    Hi Adam

    All our windows machines are patched regularly from our WSUS server, is there a particular update involved?

    Paul

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

    Thanks for the update, glad to hear that this has helped!

    Kind regards,
    Adam
    Promethean Technical Support
  • Ms_HMs_H Posts: 1
    We have the same issue on 3 newly installed boards--it's the same "PS-Tk70C-10P0-M3-003c" device that we can't find a driver for, but in our case it coincides with audio not working at all.  Visuals and touch work fine.  ActivDriver updated and repaired, Windows Update checked and up to date as of today, tried the fix using Microsoft Update catalog listed above, and still got the message that Windows could not find a driver for this device.

    Please help--none of these boards are working with audio!
  • If these are ActivPanels, then the audio would not involve the USB connection; any audio would be carried over HDMI or (if using VGA for video) a separate headphone cable.  In Windows' Control Panel, under Hardware and Sound > Sound, what devices are listed under 'Playback'?

    For the PS-Tk70C-10P0-M3-003c device listed in Windows' Device Manager with an error icon on it, right-click on that device and choose 'Preferences' from the menu that opens, in the 'General' tab of the window that appears, what is stated under 'Device Status'?
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