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AP6-70 Activpanels

Hi, 

We have a couple of staff members in our district with AP6-70 activpanels in their classrooms. They have been experiencing some issues with it freezing up, not able to calibrate their pen, and shutting down randomly after 10 or so minutes while it's in use. That is the biggest issue right now is the random shutdowns on the activpanels. In the settings, we have adjusted the shutdown timer setting to never but that does not seem to fix the issue because staff have claimed it still shuts down on them. Is there any other troubleshooting tips we can look into or a possible firmware update on the Activpanel? 

Thanks,
Chris 

Best Answer

  • henriksenhenriksen Posts: 31
    Accepted Answer
    Hi, 

    We believe the issues have been resolved since the firmware was installed on the Activpanels. The other issues we were experiencing were user error and the not properly having the cables in the right port on the side/back of the Activpanel. We also replaced the HDMI cable on one of the Activpanels. If we experience any other issues down the road we will let you know. 

    Thanks,
    Chris 

Answers

  • When the panel shuts down, does the Power LED on the front of the panel change color or go out completely?

    Are you able to power the panel back on immediately after the shutdown, or are there any steps the user has to perform to allow that to occur?

    Does using a power cable from a working panel of the same model to power this panel have any effect on the Panel's behavior?


  • Hi,

    1st question - It turns off and goes to a solid red color (like it normally should when you turn off a TV). 
    2nd question - Yes, we are able to turn the power back on the TV after it shuts down. It stays on for a few minutes and turns off again. No other action or steps needed. 
    3rd question - No, using a different power cable has no effect on the Panel's behavior. 

    Thanks!
  • Hi, 

    I have gotten more feedback in regards to this situation. The Activpanel will shut off every 15 minutes (roughly). When it's about going to do this the volume will cut out right before it shuts down. On the activpanel when it shuts down it does indeed turn to a solid red light and thus able to turn the TV back on right away after it shuts down. But it will continue to cycle like this all the time. Like I mentioned before, we have adjusted the power settings especially the shutdown timer to "never" but it continues to shut down no matter what we change in the settings. Please advise or any helpful tips would be appreciated. Is there a firmware update we need to install in order for this to stop happening or what? 

    Thanks,
    Chris 
  • Hi Chris,

    Thanks for your reply.  This is certainly not normal behaviour but a firmware update may well correct his issue.  I am going to open a support case and send an email to you from there.

    Kind regards,
    Paul

    Promethean Technical Support
  • Sounds good. I'll let you know if this firmware update helps. Thanks!
  • We look forward to hearing your results, @henriksen.

    Please let us know what those results are.
  • Hi, 

    It is still doing the same thing after the firmware update but we believe we might have narrowed it down to the computer that is connected to the Activpanel. When the staff member uses the Apple TV that's connected to the Activpanel to project with their iPad it doesn't shut down just when using the computer. Is there any suggestions or recommendations that we should look into why it's only occurring with the computer? 

    Thanks,
    Chris 
  • Hi Chris,

    Do you have the same issue when you connect a different computer from a different model that is not connected to a network (if there is one). Or does the computer stay on? 

    Are there some setting for the computer to shut down after a certain period of time with the computer you are having issues with?

    Thank you.

    Kind regards,
    Adem Couper
    Promethean Technical Support
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