Firstly we would suggest that you update both your ActivInspire and ActivDriver to the latest versions. Once this is done we would also suggest you check the settings within ActivInspire, to find the correct settings please go to http://www.PrometheanKB.com and search for article 11190.
Please let us know if this resolves your issue.
(Support Case 558403)
- Release notes for ActivInspire v2.21 (released 5 January 2021)
- Release notes for ActivPanel Elements Series v4.3.0 (released 16 December 2020) and v4.3.1 (released 7 January 2021)
- Release notes for myPromethean portal v1.4 (released 2 December 2020)
- Release notes for ActivConnect OPS-G v2.4.4 (released 16 October 2020)
- Release Notes for ActivPanel Elements Series v4.2.0 (released 30 September 2020)