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The pen works and then stops working. Only re-calibrating makes it work again.

We have older Promethean boards - model ABV378E100. For 3 of our boards, the pen will work fine, and then without warning stop working. Only calibrating the Board seems to get it working again. We are running Professional Edition version 2.11.66910. This happens so often that the Boards are unable to be used.

Answers

  • Adam K PrometheanAdam K Promethean Posts: 2,128 admin
    Hi PGanswindt,

    Thanks for posting on the Support Community.

    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 link below for your ActivBoard firmware:

    9. Locate the USB or serial cable behind the ActivBoard and connect it directly to the computer, bypassing any connection panels or wallboxes.

    Should you continue to lose calibration after following these steps, please contact Promethean Technical Customer Support with your ActivBoard serial number for assistance.

    I hope this information helps.

    Kind regards,

    Adam

    Promethean Technical Support

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