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Calibration? Board Not Showing As Connected to Computer

I am a media specialist and I am trying to assist a teacher with setting up her new board.  It needs a software update, but I get an error message when I try to do so saying it isn't connected online (but it is since I can use the internet for other things).  She would like to have the board set up to display what is on her laptop, which we have managed just fine but the board needs to be calibrated.  It is WAY off.  When I try to calibrate from her computer, it says that the board cannot be found.  We have downloaded the latest drivers but her board does not show up.  Any ideas?

Answers

  • Hi amanda_johnson,

    Thanks for posting.

    If you are displaying the computer to the ActivPanel you will have the display cable connected, do you also have the USB cable connected to the ActivPanel?
    Please ensure that this matches the correct display port.
    Most of the ActivPanels will need to connect to the matching display port.
    For example, if you connect to HDMI 2, connect the USB cable to TOUCH 2. 
    This is what gets the computer to be recognised for touch. From here, you can then calibrate through the ActivManager Control Panel.

    I hope this information helps.

    Kind regards,
    Adam
    Promethean Technical Support

  • We are plugged in to the right ports. We are in HDMI 2 and Touch 2. I have unplugged and replugged to see if that was an issue. 

    The Board is responsive when set up this way, but in need of callibrstion.  It is not showing up in the Control Panel. 
  • Hi amanda_johnson,

    Thank you for your reply email.

    If the ActivPanel isn't detected in the ActivManager Control Panel, this could be down to the version of the driver being old, what version is currently installed? This can be found by clicking going into the ActivManager Control Panel and is listed at the bottom of the window.

    If you are using a version prior to 5.13.17, please update from the below link:
    https://support.prometheanworld.com/product/activdriver


    Is touch working interactively, albeit out of calibration from where you are touching?
    If so, what is your screen resolution? If you change this to 1920x1080 and then try and interact, does this work better?
    If you have any extended desktop settings in place, please set to a duplicated image and test.

    Kind regards,
    Adam
    Promethean Technical Support

  • When I went in yesterday, I thought to change the resolution of screen and that worked!

    IT guy is coming to look at why it won’t connect to Activ manager. 
  • Hi amanda_johnson,

    This could be related to an older version of ActivDriver.
    If an older version is in use and a newer Promethean product is being used, then this will not be able to identify the hardware.

    Glad to hear that this is now working.

    Kind regards,
    Adam
    Promethean Technical Support
  • hi adam,

    i am from Bahrain ..we are having the promathene projector and activeboard in our school..right now we are facing the issue of PRM30A projector having some issue ,,and prm35 also having the colour wheel issue..can you help me out for this issue..already i contacted the LRN in bahrain..

  • Hi itsupportapg,

    We would recommend contacting Promethean Technical Support directly with each of the projector serial numbers and faults.
    From here we can then troubleshoot the issue and advise further if in need for repair.

    Kind regards,
    Adam
    Promethean Technical Support




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