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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




  • hi i am farag zaki
    i installed active driver last version 5.17.13 but i show red X in Promethean Icon touch its ok but calibrate not good and disactive
  • Hi faragzaki

    If the calibration option is not available it would seem that your ActivBoard has no connection. 

    This can be caused by the driver, cabling or computer. As you have installed the latest driver we would need to look at the cabling or computer. 

    Can you please test a known working USB cable connecting directly to your ActivBoard. Do you see the ActivBoard listed in the ActivManager and are you able to calibrate? 

    Can you test a known working computer, does the issue persists? 

    Thank you,

    Craig 
  • I have an ABV587Pro Board that the flame is showing connected (light purple), but it never appears in the Control Panel.
    We are running driver 5.17.13
    Therefore we can never calibrate it or use it as anything other than a glorified projector.
    Please help! My faculty are getting angry.

    I have directly connected to the board and the computer with a known good USB cable. I have used every available USB port on the computer, but still no connection.

    This is a Mac lab running High Sierra, 10.13.6

    Thank you,
    Steven
  • Hi slewis7,

    Its possible that the ActivBoard may have become stuck in limbo as the LED indicator that you have mentioned should indicate that this is connected and detected in ActivManager Control Panel.

    Please can you try to disconnect the USB cable, turn off from the mains. Leave for 10 minutes and then power this back on and connect again.

    If you experience the same issue, please could you test another known working computer and see if the same issue happens.

    Kind regards,
    Adam
    Promethean Technical Support
  • I have tried what you suggested but the board never connects to any computer. It thinks it does, but the computer never reflects the connection.

    I have completely uninstalled all the software and drivers and re-installed them, still with no luck.

    The second and third computer both acted the same way. The board thinks it is connected, but the computers never show it.

    The board is an ABV587Pro.
    The computers are running Mac OS X 10.13.6.
    ActivDriver is 5.17.13
    ActivInpsire version 2.14.67304 (licensed properly)

    Could this be a harware issue with the board, or a possible firmware issue?
    Or, is this an issue with the software being newer than the board can support?

    Thank you,
    Steven
  • Hi slewis7,

    Thanks for your reply.

    This is quite an odd issue, does the flame LED change colour when the pen is placed on the ActivBoard surface?
    Are you able to test a Windows laptop that has the ActivDriver installed, does this have the same issue? This may hope to identify if there is a settings error on those Macs that you have tested.


    I would recommend if you are still having issues contacting Promethean Technical Support directly with the serial number of your ActivBoard for further advice.

    Kind regards,
    Adam
    Promethean Technical Support
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