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Any known issues with ActivDriver for Windows 10?

Hi all,
Just wondering whether anyone else has experienced an issue with ActivDriver v5.17.13 and/or Windows 10? We have it installed on several new Windows 10 Edu x64 builds on a variety of laptops, all with ActivBoard 395 Pros. Since the rollout of Windows 10 (and the latest drivers) I've had a few of them just lose connectivity with the laptops. It's fixed with a hard restart of the board and is normally good after that, however we have one setup that does it a couple of times a week with no obvious reason why. 
Does anyone have any information or advice?
Many thanks
Michael

Answers

  • Hello sg_mike,

    We do not know of any issues with Activdriver and Windows 10. 

    Most of our team uses Windows 10 in day to day testing.  If the Promethean hardware and computer seem to be losing connection quite a few times, we would recommend testing the cabling between the two.  When a USB cable is going bad, it will cause a spotty connection. If you are using any adapters, extenders, or even just a longer USB cable they can affect reliability. 

    Kind regards,
    Martha

     

  • sg_mikesg_mike Posts: 6

    Hello sg_mike,

    We do not know of any issues with Activdriver and Windows 10. 

    Most of our team uses Windows 10 in day to day testing.  If the Promethean hardware and computer seem to be losing connection quite a few times, we would recommend testing the cabling between the two.  When a USB cable is going bad, it will cause a spotty connection. If you are using any adapters, extenders, or even just a longer USB cable they can affect reliability. 

    Kind regards,
    Martha

     

    Hi Martha,
    Unfortunately this has just happened again on another board in another room - same setup as all of the others. Power cycling the board did not work but curiously recalibrating did. This is an ongoing issue and in all honesty don't think it's a USB issue (though if it happens in the common room again I will try this), as it has happened in every room ever since we've rolled out Windows 10. Today's room has a direct 5m USB lead to the board.
    Do you have any other suggestions?
    Many thanks
  • For a direct USB connection to our hardware, we recommend using a single 3m/10' length of A-to-B USB cable from a USB port on the computer to the printer-like USB on the board in use (which, in the case of a 300 or 300Pro Series ActivBoard, would be on the back of the board's upper left corner).

    When the connection to the ActivBoard is lost, does any error icon or message present in Windows' Device Manager or Event Viewer?



  • sg_mikesg_mike Posts: 6
    edited on May 16 2018
    For a direct USB connection to our hardware, we recommend using a single 3m/10' length of A-to-B USB cable from a USB port on the computer to the printer-like USB on the board in use (which, in the case of a 300 or 300Pro Series ActivBoard, would be on the back of the board's upper left corner).

    When the connection to the ActivBoard is lost, does any error icon or message present in Windows' Device Manager or Event Viewer?



    Thanks for the response. When the issue occurs, it is connected to the laptops just fine, device manager and ActivManager are both happy with the connection. The flame is white and changes to blue with the pen being brought to the board so all seems to be ok, however tapping just does nothing.
    I have solved the issue on a few occasions by recalibrating the board (including today) so I will try this as my first step in the future and move on to a hard restart if this happens.
    If it's of any use, in this building, all the laptops and boards are the same, but some board have a direct connection, some have an ActivHub and some are connected via a breakout wall box. During the upcoming holidays I will try to explore using a 3M cable.
    Would there be any reason for it to lose calibration suddenly like this?
    Sorry for the mass of information but I really appreciate the help.
  • Adam K PrometheanAdam K Promethean Posts: 2,120 admin
    Hi sg_mike,

    If you are able to successfully calibrate your ActivBoard but calibration is lost over time, please follow the steps below to resolve the issue.

    1. Ensure you are logged into the computer as an administrator and calibrate the ActivBoard. This will ensure that calibration settings are stored on the computer for all users.

    2. Update your ActivDriver to the latest version. Please refer to article 1012 for further details.

    3. Calibrate the ActivBoard using the Precision option. Please see article 1046 for further details.

    4. Test the ActivBoard with a different ActivPen or ActivWand.

    5. Connect the ActivBoard to another computer using an alternative USB or serial cable.

    6. Ensure that the projected image is stable and does not overfill the ActivBoard surface or marked active area. If the projector is not secured tightly on the ActivBoard system, or if the image is too large, calibration will be inaccurate. Please contact your system installer if the image is not correctly aligned.

    7. Remove any extension cables and USB boosters that are connected to your system and recalibrate the ActivBoard.

    8. Check the firmware version of your ActivBoard and upgrade if an update is available. Click the relevant link for your ActivBoard from the list below.

    If you do the firmware upgrade, we would recommend that this is done with a direct USB cable to the ActivBoard bypassing the breakout wall box and ActivHub. 

    If you still have issues please let us know.

    Kind regards,
    Adam
    Promethean Technical Support
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