Hi Support,


We currently have an issue with one of the touch screen protean boards.


The touch doesn't seem to reach to with the board, however if you don't use the pen the touch works perfect.


I am thinking a driver needs reinstalling, but was wondering if you had any ideas.


Kind Regards,




  • Hi sohara,

    Thank you for posting to our Support Community. 

    Does this pen work properly with a different board of the same model?
    We would suggest also trying a new, known working pen.

    Currently, our latest ActivDriver is 5.17.13, if this is not installed already, please disconnect the USB connection to your board and install it by following this link, https://support.prometheanworld.com/product/activdriver.

    Kind Regards,
    Promethean Technical Support

  • We upgraded from 2.8.66693 to 2.11.66910 using Activdriver 5.17.13 on Mac's running Sierra.  The upgrade caused the touch and pen icons to disappear from the toolbox.  Also, multiple touch was reduced to a single touch.  We're using Epson Brightlink 595 projectors.
  • @jameschamberlain

    Is that Projector being used to display an image onto an ActivBoard surface or are the Projector's interactive features being used to operate the computer instead?
  • Epson Brightlinks project an image on a flat white surface.  Regardless, I upgraded my computer to 2.11 with no projector attached and the same thing happened, icons disappeared.  Therefore I don't believe it's projector related.
  • Hi James,

    I'd like you to completely remove the ActivInspire software from the computer, please follow the steps in this support article https://support.prometheanworld.com/article/?kb=1646.  After that is done install 2.11 again on your computer

    Please let us know your results.

    Thank you,
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