- This topic has 14 replies, 6 voices, and was last updated 2 years, 8 months ago by
Anonymous.
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AuthorPosts
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January 4, 2017 at 3:00 pm #1738
gammonj
ParticipantI have an ABV378PRO board that has no flame illuminated. It is connected via USB to the pc and has an AC cord for what I assume is speaker power. I have power cycled the board, which does have a power light that will change from red to green. I can hear noise from the pc when I plug and unplug the USB cable. I have updated the software and the driver with no change. I also tried a system restore with no change. I used a different usb cord and port on the pc. The board is not detected in the system tray, has the x symbol on the Activ Control Panel and the calibrate option is greyed out. I am running out of things to try. Any suggestions?
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January 5, 2017 at 5:48 am #8820
Anonymous
InactiveHi gammonj,
Thanks for posting on the Support Community.
With regard to this issue, are you able to hear any computer sound from the ActivBoard speakers from the computer using the USB cable and Promethean USB Audio as the playback device?
Please could you try to connect directly to the ActivBoard USB Input as labelled on the below diagram bypassing any wallboxes or cabling extensions and see if this works.
Thanks,
Adam
Promethean Technical Support -
January 5, 2017 at 1:17 pm #8821
Anonymous
InactiveYes, sound does play from the pc to the speakers on the board. I am connected directly to the USB input on this diagram with no change.
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January 5, 2017 at 1:45 pm #8822
Anonymous
InactiveHi,
Thank you for your response.
Please remove the current driver, restart the computer and install the new driver available in the following link – https://support.prometheanworld.com/product/activdriver
After the installation of the new driver, restart the computer and test.
If the problem still happens please try using another computer/laptop on this ActivBoard.Please let us know the outcome.
Thank you
Miguel
Promethean Technical Support -
January 5, 2017 at 8:19 pm #8823
Anonymous
InactiveI have tried everything except another pc or laptop. I don’t have those in abundance to swap out. I will attempt that tomorrow though. Driver update did not help.
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January 6, 2017 at 6:22 am #8824
Anonymous
InactiveHi gammonj,
Thanks for your reply.
If another PC or laptop doesn’t help with the issue when tested please let us know so we can further follow up with this issue.Kind regards,
Adam
Promethean Technical Support -
January 10, 2017 at 4:01 pm #8825
Anonymous
InactiveI just tested with a laptop. It did not make a difference. I also rebooted both the laptop and the board with no change. it did make noise from the board speakers when I plugged the usb cable into the laptop.
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January 10, 2017 at 10:01 pm #8826
Anonymous
InactiveHello gammonj ,
We see that you have a support case open regarding this issue. We will continue support directly via email.
Thanks
Michael
Promethean Support -
June 13, 2018 at 5:50 pm #8827
Anonymous
InactiveI am having this same exact issue and followed these exact steps to no help. Has this been resolved?
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June 13, 2018 at 5:53 pm #8828
Anonymous
InactiveYes, my issue was hardware. I had to replace the part on the back of the board.
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June 13, 2018 at 5:57 pm #8829
Anonymous
InactiveDo you know which part exactly? Was it the circuit box that is in the picture above?
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June 13, 2018 at 5:58 pm #8830
Anonymous
InactiveIt is a board inside of that box.
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June 13, 2018 at 6:01 pm #8831
Anonymous
InactiveDid you fix it yourself or was it under ActivCare? Any idea what exact part it was?
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June 13, 2018 at 6:05 pm #8832
Anonymous
InactiveI was contacted directly by Promethean and they supplied the part needed.
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June 13, 2018 at 6:08 pm #8833
Anonymous
InactiveThank you so much! I will direct them to this thread.
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