Interactive Whiteboards
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    • #31876
      Ivo VoetenIvo Voeten

      ActivBoard 387 Pro stops working after a random amount of time. Already done the firmware update to AC3_V8.09_Build4 + software update to ActiveInspire 2.19.69200 and ActivDriver 5.18.19.

      This made the problem worse with the pen not being recognized any more. Seeing the following events in eventviewer:

      “\Device\_HID00000020: The device has disappeared (Surprise Removal)..”

      This happens every couple of minutes. Device manager keeps refreshing because of the pen being removed and then rediscovered.

      The school has 100+ of these boards in use all showing the same behaviour of freezing after a random amount of time. Windows build 1803.

      All connected with VGA + USB.

    • #31907
      Karen PrometheanKaren Promethean

      Hello Ivo,

      Thank you for your post.

      When interaction is lost, what color is the flame on the board?  Is the board seen in ActivManager?

      We look forward to your reply and to providing next steps.

      Kind Regards,


    • #31934
      Ivo VoetenIvo Voeten

      Hello Karen,

      Thank you for the response, I’ve forwarded the question to the school district.

      Currently the are closed due to vacation so it could be some time before I get a response.

    • #31943
      Eddie PrometheanEddie Promethean

      Hi Ivo,

      Thank you for your reply.

      Once you have received a response from the school district please feel free to post that information on this thread.

      We look forward to hearing from you.

      Best regards,


    • #32018
      Ivo VoetenIvo Voeten

      I just heard back from the school district, when the board freezes the flame turns purple.

    • #32020

      Hi Ivo,

      Since you are on build 1803 we recommend using an older version of the ActivDriver. We would like for you to install 5.18.12 using the steps below.

      1.Disconnect any Promethean equipment from your computer
      2.Carry out an uninstall of ActivDriver 5.18.19 from the Windows ‘Apps & Features’ section
      3.Restart the computer.
      4.Navigate to C:\Windows\System32\drivers
      5.Delete the following files (If they appear):
      6.Restart the computer.
      7.Download and install ActivDriver 5.18.12 from the following links and click on the Download button at the top of the page:

      a. x64 Computers 

      b. x86 Computers

      8.Restart your computer
      9.Connect your Promethean equipment

      You should find that the ActivBoard will now connect successfully to ActivDriver.

      If you have any difficulties carrying out the above, or you still experience the no connection issue after following the above instructions please let us know.

      Thank you,

      Promethean Technical Support

    • #32055
      Ivo VoetenIvo Voeten

      The steps mentioned above have been run on the machine with the board attached where the firmware has been updated to AC3_V8.09_Build4. Unfortunately the computer still shows that the device keeps reconnecting.

      A video on site has been made that shows the problem and color of the flame icon:

      We’ve not tried it yet on a machine where the board firmware has not yet been updated, I’ll post the results as soon as we’ve done this.

    • #32056

      Hello Ivo,

      Thank you for your reply and for the attached video.

      We kindly ask you to confirm if there is a stable USB connection between the ActivBoard and the computer. Please, try to disconnect and reconnect the USB cable connected to the USB input port at the top corner of the ActivBoard and to the computer.

      We also suggest you reboot the computer and test using a different USB port. Preferably, testing a port that is the furthest distance possible from original port used.

      Reset the ActivBoard and test using a different computer and USB cable; preferably, with one that works with another ActivBoard. Please, make sure you connect a single 3 meter USB cable directly from the computer to the USB input port on the ActivBoard, excluding any docking station, USB adaptor, wall-box, connection plate, or trunking that may be in use.

      If that doesn’t help, please connect the USB cable to the USB input on the larger set of electronics on the back of the board.

      We look forward to hearing from you.

      Thank you for your cooperation.

      Kind regards,


      Promethean Technical Support

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