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Windows 10 Pens Stop working

We recently replaced an older computer with a new Windows 10 x64 computer.  The pens will randomly stop working and when the computer is restarted they will work for a short while and then stop working again.  The light on the board will not change color when you touch the pen to it, but the board does still show up in ActivManager.  We need help resolving this issue

Answers

  • Hi tenessaa,

    Thanks for posting.

    Can you confirm the firmware version and driver version that is shown within the ActivManager Control Panel?

    Does this issue happen if you use other ActivPens?

    If you re-calibrate the ActivBoard, does this help?

    Kind regards,
    Adam
    Promethean Support
  • Firmware version is 8.04 build 0 and driver is 5.8.46.3

     

    The issue happens with any pen we try.  And calibration does not help. 


  • Hi tenessaa,

    Thanks for posting.

    I would recommend upgrading the ActivBoards firmware and see if this helps.
    From the firmware that you have mentioned, you'll be using a 100 or 300 series ActivBoard.
    If you can confirm your model number (located near the serial number)  you can then choose the correct firmware for your ActivBoard from the below link:
    https://support.prometheanworld.com/article/?kb=1038

    In the model number you will be able to tell the size, for example ABV378PRO will mean that this is a 300 series 78". You can then click on the link above and select the 78" firmware.

    Please apply the firmware, re-calibrate and see if this helps.

    Kind regards,
    Adam
    Promethean Technical Support
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