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Ghost Circles and Activtouch Boards

Good Morning Promethean Community

We just recently installed new computers with Windows 10 Professional on them.
We have 4 activeboard Pro with Activtouch.

We are now getting Ghost Circles projecting onto the Promethean boards.
When you internet research Ghost Circles there is all kinds of info about disabling touchscreen drivers but this is in reference to touchscreen tablets.

Has anyone else had any issues with Ghost Circles and the Touch Promethean boards.

Respectfully
gerry

Answers

  • Hi ctkcs,

    Can you confirm the model number of the Promethean Hardware that you have? 
    This can be found next to the products serial number.

    As a test, could you connect just the USB cable to the hardware and see if you have the same issue, unplugging all additional cables that may be connected to your computer? Does the same issue happen?

    Are the circles appearing randomly or do they all show in a specific area?

    Kind regards,
    Adam
    Promethean Technical Support
  • ctkcsctkcs Posts: 6
    Good Morning Adam
    The Model number for the Promethean hardware is ABV587PRO.
    I completed the test you recommended and the "Circles" still show up.

    The "Circles" do not appear randomly they are Horizontal or Vertcial and can show up anywhere between one and eight circles at a time.

    Sometimes we will have a Circle that will be halfway on the Computer monitor and halfway on the Promethean touchboard.

    If the "Circles" are displaying the mouse is very erratic and if you have a webpage open then multiple web pages (of the original page) start appearing randomly.

    Below is a screenshot of the Ghost Circles from someone else on internet. This is one way they can appear on our monitor and are Promethean board. The circles will also appear in a row Vertically sometimes

     

    Respectfully
    Gerry
  • Hi ctkcs,

    Thanks for posting.

    You've mentioned that the circles can appear across the computer monitor as well as the ActivBoard which is quite unusual as the ActivBoard would have no control over the computers monitor display.

    Please could you disable the touch from the ActivManager per the below article and let us know if this helps:

    https://support.prometheanworld.com/article/?kb=1104

    Can you confirm if your computers monitor has touch screen capabilities?

    Kind regards,
    Adam
    Promethean Technical Support



  • ctkcsctkcs Posts: 6
    edited on November 9 2018
    The Computer monitors do not have touch screen capabilities just the activboards.

    Since I last emailed we have some news.

    The Circles appear when we are working within the google Chrome web browser.

    When we switch to using the firefox or Microsoft edge web browser we do not have any issues with Ghost Circles
  • Hi Ctkcs,

    Thank you for your post.

    You will need to enable the touch event in Chrome.  Here is a link that will help you  https://community.smarttech.com/s/article/Resolving-touch-issues-with-Chrome?language=en_US

    Please let us know if you have any questions.

    Thank you,

    Pam

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