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    • #1302
      IT DeptIT Dept
      Participant

      On at least 3 ActivBoards we are experiencing problems with pen input which is making day-to-day use for our teachers difficult. This has only occurred in the last couple of months which makes me think it could a software or setting issue. That said, maybe the boards are developing faults?

      When you write on the board with a pen (in ActivInspire) occasionally the right-click menu will be triggered despite the button definitely not being pressed on the pen.

      I’ve updated the driver to the latest and tried new pens but there is no change.

      NAME                  
      DESCRIPTION    
      FIRMWARE        
      CONNECTION    DRIVER VERSION             
      ID            SERIAL
      NUMBER

      Nadine
                     
      ActivBoard          V3.67 Build
      1      USB                       
      v5.8.46.3             
                     
      1             
      0e44b861

      Ben                       
      ActivBoard          V3.67 Build
      1      USB                       
      V5.8.46.3                            
      1             
      0e1ce05a

      Cob07                  
      ActivBoard          V3.67 Build
      1      Serial                    
      v5.5.37.1                             
      1             
      0e2a14b8

       

      Windows 7 Enterprise (32-bit)

      ActivInspire Suite 2.4.66096

      Adobe Flash Player 20.0.0.306

      I’ve also tried disabling touch input in ActivInspire (where applicable) –

      Start ACTIVEINSPIRE

      FILE – SETTINGS (or EDIT – DESIGN MODE SETTINGS)

      SETTINGS tab (should already be activated)

      DUAL MODE ACTIVBOARDS –

      TOUCH INPUT HANDLING: set to IGNORE
      TOUCH

      Optional: DEFAULT TOOL FOR
      TOUCH: set to PEN

      DONE

      Any suggestions?

    • #6622
      Anonymous
      Inactive

      Hi,

      Thank you for your post.

      We will send you an email with some more information and files to upgrade the firmware.

      Thank you

      Miguel
      Promethean Technical Support

    • #6623
      Anonymous
      Inactive

      I encountered this issue today as well with another teachers activboard.  The slate works fine, the pen seems to be recognized (the logo in the top left corner lights up correctly), but the cursor doesn’t follow the pen and only occasionally does anything; when it does it seems to be triggering the right-click action.  Please advise.

    • #6624
      Anonymous
      Inactive

      Hi Mike,

      Do you have the same issue with other pens?
      What is the colour of the LED on the top left corner of the board?
      And could you provide the model of your board, please? (do not provide the serial number)

      Thank you

      Miguel
      Promethean Technical Support

    • #6625
      Anonymous
      Inactive

      I am also having the same issue. The logo in the left hand corner recognizes the pen and turns from white to blue when I hover the pen. However, the board will not respond when trying to write with the pen.

      When trying to install the new driver for 10.8-10.11, I get this error. There has been an error***unknown variable msg(app version.error) 

      Thank you, 
      Laura Hall
      RI Instructional Technologist

    • #6626
      Anonymous
      Inactive

      I am having a related issue that just started this week on an ActivBoard 6 Touch.  When the teacher tries to use the pen feature either in ActivInspire or Annotate Over Desktop, the pen only will try and draw a shape feature in grey scale with dotted lines around the shape.  It will not work to write at all even with the pen tool turned on.  The shape tool is not even on her toolbox to use, but I did make sure that it was not selected.  I have tried uninstalling the software and reinstalled with the same issue.  Any suggestions?

      Thanks,
      Melissa

    • #6627
      Anonymous
      Inactive

      FYI, I received this message today from the teacher:

      “I unplugged and replugged & changed USB ports and
      calibrated from

      The keyboard and FINALLY got it to work!!”

    • #6628
      Anonymous
      Inactive

      Thank you. Unfortunately I’ve not received an email from you.

    • #6629
      Anonymous
      Inactive

      Hello,

      I have re-sent the email.

      Please check your junk folder.

      Thanks,

      Craig
      Promethean Tech Support.

    • #6630
      Anonymous
      Inactive

      Hello Laura,

      Thank you for your post.

      Can you please ensure you have removed your current driver and disconnected the ActivBoard before you install the latest driver. I have provided a link below for the latest driver –

      https://support.prometheanworld.com/help-library/?t=3&t=1&t=2&t=4&t=5&q=10902&page=0

      Please let us know if the issue persists.

      Craig

    • #6631
      Anonymous
      Inactive

      I had removed the old drive and tried to install the new one. I have done this several times through out our district. 

      Laura Hall

    • #6632
      Anonymous
      Inactive

      When we have encountered that error message previously (There has been an error***unknown variable msg(app version.error), we have been able to correct that by removing a hidden file called promethean-activdriver.ini from the Mac’s /etc folder.

      To view hidden files on the computer you will need to open the Terminal application located in /Applications/Utilities, then type the below commands as they are written:

      defaults write com.apple.finder AppleShowAllFiles YES

      killall Finder

      (to undo this, use the same commands but replace YES with NO)

      In a Finder window, choose the Mac’s hard drive; the etc folder will be visible, but faded slightly. Within that folder is the promethean-activdriver.ini file to delete.

      After deleting that file, you should be able to install the updated 5.12 ActivDriver without encountering that error.

    • #6633
      Anonymous
      Inactive

      Thanks. Firmware updated on two of our boards, one currently untested and the other still has the same issue. Do you have any other recommendations?

    • #6634
      Anonymous
      Inactive

      Hi,

      Please try the below:
      1 – do a power reset on the board as per steps below:
      – Disconnect the USB cable from the laptop
      – Switch off the stand by button on the left hand side of the board so it goes red
      – Switch off the projector and wait until the fans stop spinning
      – Disconnect the system from the mains socket on the wall and wait for about 1 minute
      – Connect the mains again
      – Connect the USB cable to the laptop and check if the LED on the top left corner comes on
      – Then switch on the stand by button on the left handside
      – Test the board

      2 – try another pen of the same model
      3 – try in another program such as Microsoft Paint
      4 – try with the USB cable connected to another USB port on the computer
      5 – calibrate the board – does that work?
      6 – try with another computer/laptop connected to this board

      Thank you

      Miguel
      Promethean Technical Support

    • #6635
      Anonymous
      Inactive

      On our networked iMac machine, the driver was installed using the local
      admin and everything works fine but when logged out and another user
      logs in with his/her credentials the error “There has been an error (***
      unknown variable msg appversion.error ***)” appears. The user account
      is a network account binded to our active directory server.

      What is wrong?

      With
      all your previous drivers I never had these problems. It is only with
      this new version for El Capitan that these problems are happening.

    • #6636
      Anonymous
      Inactive

      Hi Jojo,

      Did you follow Jarrads note regarding this issue? 
      Once the .ini file is deleted from the computer please ensure that you restart your computer before installing the latest ActivDriver.

      Kind regards,
      Adam
      Promethean Technical Support

    • #6637
      Anonymous
      Inactive

      Yes I did this. It works but only as far as the local account that was used to install it but when I log the local admin account out and ask a teacher to log in with their network account, the driver icon is crossed out.

    • #6638
      Anonymous
      Inactive

      1 – do a power reset on the board as per steps below:
      – Disconnect the USB cable from the laptop
      – Switch off the stand by button on the left hand side of the board so it goes red
      – Switch off the projector and wait until the fans stop spinning
      – Disconnect the system from the mains socket on the wall and wait for about 1 minute
      – Connect the mains again
      – Connect the USB cable to the laptop and check if the LED on the top left corner comes on
      – Then switch on the stand by button on the left handside
      – Test the board

      2 – try another pen of the same model
      3 – try in another program such as Microsoft Paint
      4 – try with the USB cable connected to another USB port on the computer
      5 – calibrate the board – does that work?
      6 – try with another computer/laptop connected to this board

    • #6639
      Anonymous
      Inactive
    • #6640
      Anonymous
      Inactive

      i really need the pen works and calibration is not working ether

    • #6641
      Anonymous
      Inactive

      never mind i fixed the issue.

    • #6642
      Anonymous
      Inactive

      We experimented and discovered on one of our imacs  that if activdriver is installed on a mac that has been NEWLY formatted and installed with El Capitan, the driver works properly on both local and network accounts. However, if the computer has been upgraded to El Capitan from Yosemite, these problems occur where it works only with the local account that was used during the install and doesn’t work with any other account whether local or network. I do not know what causes this. Perhaps you might have an insight and know what might be causing this so we can fix this? We have roughly 800+ imacs scattered in our school originally on Yosemite. A few were updated to El Capitan by some of our computer-literate teachers while the rest are still on Yosemite. It would be a nightmare for us to have to reformat all these machines and reinstall El Capitan just to accomodate the new activdriver that is why it is a major issue that we find a way to get the driver to work properly for upgraded  iMacs.

    • #6643
      Anonymous
      Inactive

      Hi,

      Please ensure the permissions on the following folders are as follows:

      /Applications/Promethean
      System – R & W
      Admin – R & W
      Everyone – Read only

      /usr/local/share/promethean
      System – R & W
      Everyone – Read only

      /Library/LaunchAgents
      System – R & W
      Everyone – Read only

      /usr/local/lib
      System – Read & Write
      Everyone – Read only

      Please let us know the outcome.

      Thank you

      Miguel
      Promethean Technical Support

    • #6644
      Anonymous
      Inactive

      I checked the permissions and discovered:

      /usr/local/lib

      System – Read & Write

      Everyone – Read only <- this was set to no access

      when I changed this to read only, then activdriver finally worked and was recognized by any user who logged in.

      strange for some reason why the permission got changed on imacs that were upgraded to el capitan from yosemite

      it
      appears that for computers that got upgraded from yosemite to el
      capitan this was the case. This behavior was observed to be consistent
      on ALL imacs whose OS had been upgraded.

      irregardless of
      whether the older driver was present/installed or not, as long as it was
      an OS upgrade from yosemite this problem occurred.

      on computers that were formatted and with freshly installed el capitan, the driver had no issues.

      perhaps you might need to do some adjusting on the installer for your activdriver to set the permissions correctly.

      thanks.

      =================
      On Wed, Apr 13, 2016 at 5:32 PM, Promethean Support Community wrote:

      Promethean Support Community

      Miguel Silva Tech Support profile picture

      Miguel Silva (Tech Support) replied to this problem:

      ActivBoard/ActivInspire – pen use intermittently triggers right-click menu

      Hi,

      Please ensure the permissions on the following folders are as follows:

      /Applications/Promethean

      System – R & W

      Admin – R & W

      Everyone – Read only

      /usr/local/share/promethean

      System – R & W

      Everyone – Read only

      /Library/LaunchAgents

      System – R & W

      Everyone – Read only

      /usr/local/lib

      System – Read & Write

      Everyone – Read only

      Please let us know the outcome.

      Thank you

      Miguel

      Promethean Technical Support

    • #6645
      Anonymous
      Inactive

      Hi,

      Thanks for letting us know. I will pass this on to our software team.

      We are pleased that you have found the source of the issue and everything is now working as it should be.

      If we can be of any further assistance please do not hesitate to get back in touch.

      Kind Regards,
      Paul

      Promethean Technical Support

    • #6646
      Anonymous
      Inactive

      Hello, 

      I am having the same problem with a board. I have a teacher on a windows 10  64 bit machine. On a Activeboard 387 pro. Where when writing the pen will intermittently go into right click mode. He then takes care of this and it works. This behavior is happening in SmartNotebook. Could SmarNotebook be the cause? He is an older teacher and all of his stuff is in SmartNotebook and hasn’t had a problem up  to this year. I have also updated the driver which he said has calmed the behavior to more infrequent right clicks but it still does it. i have changed the setting to tablet mode to see what that does. I am also going to try to help him convert a lesson over to activinspire. But, my question I guess is could Smartnotebook be the problem or firmware??

    • #6647
      Anonymous
      Inactive

      Hi msmith11,

      Thanks for posting.

      Does the issue happen only within the Smart Notebook software?
      Does this happen whilst in use on other applications such as Microsoft Paint, Chrome, etc?

      To ensure that it’s not the pen thats at fault, have you tested another known working pen with this ActivBoard to see if the same issue occurs?

      Kind regards,
      Adam
      Promethean Technical Support

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