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Activinspire very slow on new Mac

Hello, 

I recently upgraded from a 2009 iMac to a 2018 iMac. Using the old computer, Activinspire was quick and easy to use. However, when using activinspire on the new computer (which has significantly greater processing power), the program is very slow and unresponsive, making it very difficult to type and compose flip charts. I have updated the program to the latest version and installed the latest ActivDriver but neither of these actions has resulted in improved performance.

Please could you advise on how to return the program to a usable state.

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Answers

  • Hi GreatTeacher57,

    Thanks for posting on the Support Community.

    There is no reason why ActivInspire should be slow on your new computer, however it's possible that if this is part of the schools network, this may be slowing this down.

    Does this make a difference if you are connected to the Promethean ActivBoard/ActivPanel to write on the flipchart and the speed of the response from using the pen tool than when not connected to the hardware?

    If you are able to log in as a local admin user, then please try this and let us know if this behaves the same.

    Kind regards,
    Adam
    Promethean Technical Support


  • Hi Adam, 

    Thanks for getting back to me.

    I think my question must have been a little vague! I'm using Activinspire (personal edition) on my own personal computer at home to prepare flipcharts that I can take into school and use during lessons. In school, those flipcharts work fine and I experience no lag when typing and/or using the pen. However, it is only at home where I am not connected to the school network in any way, where I experience the slow performance of the Activinspire program.

    Oddly, when I use the pen or highlighter or eraser etc the performance is fine. It's only when I use the text tool (the tool I use the most!) that there is a delay when typing (1-2 seconds per letter), making it quite awkward to use. The program opens and closes quickly, it's only when using the text that the performance is really slow!

    I hope that clarification helps.

  • Hi GreatTeacher57,

    Thanks for your clarification, it's not an issue that I've seen before with ActivInspire.

    Are you using version 2.13? This can be checked by opening ActivInspire and clicking ActivInspire>About ActivInspire and is listed at the top.

    If you create a brand new user (with admin access) on the computer, do you get the same issue?

    Many thanks,
    Adam
    Promethean Technical Support
  • Hello Adam, 

    Yep I am using version 2.13 of ActivInspire Personal edition (on Mac OS X 10.13.6).

    I have just tried creating a new administrator account and the problem persists, unfortunately, on the new user account.

    Any further help you can give me would be greatly appreciated.

  • When editing the flipcharts at home, are they being accessed from a USB drive, an online folder of some kind, or are they copied to the computer (e.g. to Desktop)?

    Is the computer at home an iMac or a MacBook?

    In either case, does using a different keyboard affect the performance of the Text tool in Inspire?
  • Hi Jarrad, 

    Regardless of whether the flip charts are located from a USB drive or from the local disk, the typing tool is still very slow.

    The computer is a 2017 iMac (3.4 GHz Core i5).

    Yes the keyboard was something I had thought might be the problem (the iMac has a wireless bluetooth keyboard), however, I have tried two separate wired keyboards and the problem remains.
  • Hi GreatTeacher57,

    Thanks for your reply.
    This is quite an usual issue that we've not come across.
    If you use the on screen keyboard (rather than external keyboard), is this also affected by the delay?
    Kind regards,
    Adam
    Promethean Technical Support


  • Hello Adam, 

    I have just tried typing using the Mac accessibility on screen keyboard, and the issue still remains, unfortunately.

    Thanks
  • Hi GreatTeacher57,

    Thanks for your reply.

    I will email you directly to further assist with this issue.

    Kind regards,
    Adam
    Promethean Technical Support
  • Hi,

    I am also having the same issue on my iMAC (same model as GreatTeacher57)

    Could you please advise on how to resolve the problem?

    Thanks
  • Hi mrnbarr,

    Thanks for posting.

    I will contact you too regarding this issue over email so we can investigate further.

    Kind regards,
    Adam
    Promethean Technical Support
  • Hi,

    I'm also having the same problem on a 2017 MacBook Pro.

    Could you help?

    Thanks
  • I'm reaching out to you via e-mail outside of this community, @Mr_Fortune, so we can investigate this issue more directly.


  • Hello,

    I updated ActiveInspire to 2.14 last night, and now I am having the same issue mentioned above. I am using my personal MacBook Pro 2017 (3.1 GHz Intel Core i5) and the typing function is super slow, which is greatly affecting my ability to make flipcharts. Typing outside of ActiveInspire (like right here) works just fine. 

    Any help would be greatly appreciated!

    Thanks,

    Susan 
  • Hi vansusan,

    I will send you an email directly. 

    Please keep an eye on your inbox :smiley:

    Craig  

  • mannipfmannipf Posts: 1
    Hi!
    I've had the same issue ever since I bought my new iMac a few months ago. When I updated Activinspire to the latest version today I hoped the issue would be solved but that is not the case.
  • I'm reaching out to you via e-mail outside of this community, @mannipf, so we can investigate this issue more directly.
  • Hi I have MacBook Air and I'm trying to download active inspire and this is important for me because I need it as part of my teaching practice and the course that I'm doing. 
    It states that 'Safari can't open the file because no available application can open it'. 
    I hope you can be of help. 
    Thanks in advance. 
  • Hi Doreen1993,

    That error is typically a result of downloading an ActivInspire Flipchart without having ActivInspire downloaded.

    Please see the following article on our support site for further instructions on how to download ActivInspire for your system: https://support.prometheanworld.com/article/?kb=1052

    If you need any further assistance, please let us know. 
  • Same for me - this is happening on my high spec 2017 iMac running High Sierra 10.13.6 and latest ActiveInspire 2.13.  Software is almost unusable now.
  • Hi,

    Our Mac runs the latest version of ActiInspire without any issues, 

    Please look at this article: https://support.prometheanworld.com/article/?kb=1646

    Please then restart your Mac and then re-download and install ActivInspire:

    https://support.prometheanworld.com/product/activinspire

    Hopefully, this should do the trick.

    Kind regards,
    Adem Couper
    Promethean Technical Support



  • I too have a 2017 27" iMac running High Sierra 10.13.6 -- I carefully deleted all the files as indicated in the support article but typing is still painfully slow. This is at home when not connected to a Promethean board.
  • I'm reaching out to you via e-mail outside of this community, @Ola Olsson, so we can investigate this issue more directly.
  • I'm reaching out to you via e-mail outside of this community, @Ola Olsson, so we can investigate this issue more directly.
    Jarrad, would you please email me again. I may have inadvertently deleted your original. Thanks.
  • Hey,

    There have been some recent findings which may help or resolve this issue. ActivInspire 2.14 has telepathy and crash reporting built into it which gets sent to Promethean. This means that any Anti-virus software will be constantly looking into the ActivInspire data that is sent back and forward. This, in essence, will slow down ActivInspire considerably. One solution for this is to whitelist ActivInspire. We have seen this resolve some customers ActivInspire program who have been experiencing same or similar issues.

    Please let us know if this resolves the issue. That is of course if you are happy to carry this solution out.

    @Ola Olsson I will re-mail you Jarrard's email.

    Kind regards,
    Adem Couper
    Promethean Technical Support

  • regnukregnuk Posts: 3
    Hey Folks,
    I do observe slowed text input since quite some time. Had used High Sierra and now Mojave on my iMAC (Retina 5K, 27'', Late 2015).

    Updated ActiveInspire to version 2.14.67304 w/o any success.

    Did tried to uncheck the high quality rendering option w/o success.

    Would like to avoid re-installing and thus wondering if somebody could please help?

    Thanks,

    Regnuk

  • @regnuk
    Are any other tools or features in Inspire experiencing similar slowness?

    Are there fonts that, when used, do not present this slowness?

    Does the same issue present when other user accounts log into the computer and use the ActivInspire software?


  • regnukregnuk Posts: 3
    Hey Jarrad,
    please find answers on your questions below.

    Thanks and best regards,
    regnuk

    Are any other tools or features in Inspire experiencing similar slowness?
       Looks like slowness appears only when inserting text. Tried drawing, wiping and pasting pictures and do not observe similar effect.

    Are there fonts that, when used, do not present this slowness?
      Indeed there is a minor difference in betweeen different fonts but none is behaving reasonable.

    Does the same issue present when other user accounts log into the computer and use the ActivInspire software?
      We did tried with another user and found it working the same. Did changed the "render to high quality" and got to faster text input. Did the same on the original user but without the same effect.

  • Adam K PrometheanAdam K Promethean Posts: 2,249 admin
    edited on October 30 2018
    Hi @mannipf,Ola OlssonGreatTeacher57,

    Were you able to resolve these issues?
    If so, we would love to hear from you.

    regnuk, did you try to whitelist ActivInspire from any anti-virus software you may have installed?
    Could you try uninstalling your current version of ActivInspire 2.14 and install version 2.13 and see if this still has the same issue?
    http://activinspire.s3.amazonaws.com/activinspire/ActivInspire v2.13.67172 USA.dmg


    Kind regards,
    Adam
    Promethean Technical Support
  • regnukregnuk Posts: 3
    Hey Adam,
    did tried to whitelist ActiveInspire w/o success and still would like to avoid the remove, re-install, remove and re-install procedure.

    Meanwhile found an error log called "ACTIVstudioError.log" and in that tons of lines like the ones below:

    2018-11-05 07:04:25 [ AsResourceManager ] - asUnloadResource: Type: AsTextRes, id: 114
    2018-11-05 07:04:25 [ AsResourceManager ] - asGetResourceItem:
    2018-11-05 07:04:25 [ AsResourceManager ] - asGetResourceIndex:
    2018-11-05 07:04:25 [ AsResourceManager ] - asUnloadResource: Unloaded resource id: 114
    2018-11-05 07:04:25 [ AsUser ] - asForceRelease:
    2018-11-05 07:04:25 [ AsFileIO ] - asLoadObject (virtual folder): reading: /Users/<me>/.config/Promethean/ActivInspire/UserProfile/profile.io
    2018-11-05 07:04:25 [ AsFileIO ] - asSaveObjectTree: path = /Users/<me>/.config/Promethean/ActivInspire/UserProfile/Program Settings/
    2018-11-05 07:04:25 [ AsFileIO ] - asWriteNodeTreeFile (dir): writing to: /Users/<me>/.config/Promethean/ActivInspire/UserProfile/Program Settings//2987.in
    2018-11-05 07:04:25 [ AsFileIO ] - asWriteObjectFile (dir version): passed name blank

    Not sure if this helps and/or where I could find more details helping to analyze the issue? If it would be helpful I could share the whole file though.

    Thanks and best regards,
    Norbert



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