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    • #1647
      tfrubintfrubin
      Participant

      Hi, We have an ActivBoard 500 series, and after switching to a newer model computer (all same software, settings), the board words for a short lesson, and then suddenly the top light goes red and it stops taking input from the pen, touch, anything. 

      We’ve tried changing USB ports, shutting down ActivMgr & restarting, checking to see that we have the latest drivers (5.14.21) – to no avail. Please advise! 

      Thank you!!
      Tanya
      trubin@rohrbaischaya.com

    • #8465
      Anonymous
      Inactive

      (It turns off mid lesson (light goes red) and then goes back on randomly!)

    • #8466
      Anonymous
      Inactive

      Hi tfrubin,

      When the ActivBoard stops working and the flame goes off and turns to red, is the computer doing anything specific at this point? For example, are you leaving your room and the computer goes to sleep and you come back in and turn the computer on and the flame stays red?

      How long is the length of the USB cable in total connecting from your computer to the ActivBoard? And is this connecting to any wallboxes, connectivity panels or faceplates? 
      If you test a shorter USB cable, preferably less than 3 meters directly to the ActivBoard does the same issue happen?

      I look forward to your reply.

      Kind regards,
      Adam
      Promethean Technical Support

    • #8467
      Anonymous
      Inactive

      Hi Adam, 
      1) no. It turns red in the middle of using it – while the teacher is writing notes! 
      2) no, connected directly. 
      3) the usb connection cable is the shortest for the distance between board and computer, and is around 3m.

      Thank you, 
      Tanya

    • #8468
      Anonymous
      Inactive

      (Original installation of board was by Promethean rep)

    • #8469
      Anonymous
      Inactive

      Hi,

      Thank you for your response.

      Can you confirm if another PC/laptop works fine with this ActivBoard? If so please provide us the brand and model of the computer that’s not working.

      It may also be worth to have a look at the article below:

      https://support.prometheanworld.com/article/?kb=1476

      Thank you

      Miguel
      Promethean Technical Support

    • #8470
      Anonymous
      Inactive

      Hi, trying to use another computer and test it. 
      The current computer is a Dell , windows 10 pro , Intel core,  i5-2400s. 

    • #8471
      Anonymous
      Inactive

      Hi tfrubin,

      Did you manage to get another PC/Laptop to work with the ActivBoard? 
      If this PC/Laptop has not been used with a Promethean ActivBoard before, please download the latest ActivDriver for it to connect.

      If you have USB 3 ports on the computer, does it help if you connect to a USB 2 port? 

      Please could you check for available firmware upgrades within ActivManager for this ActivBoard. 
      To upgrade the firmware please follow the below steps:
      https://support.prometheanworld.com/article/?kb=1125

      Kind regards,
      Adam
      Promethean Technical Support

    • #8472
      Anonymous
      Inactive

      Connected the previous computer to the activboard, and it worked fine… for a day! (Weekend, so not so useful)

      Today – same issue. Board light red, not “connection” / information sensed between computer and board. Unplugged & replugged in, no changed. Restarted ActivMgr, etc. No change. 

      Plugged the usb to the activboard into the “new” computer that gave us so many issues last week, and lo and behold, it worked… for a while at least.

      Still waiting to see if we go back to turning on/off 10 times an hour!

      IS it possible there’s a short in the board? A connectivity / wiring issue? Why would the problem continue to exist in two different types of computers????

    • #8473
      Anonymous
      Inactive

      And that didn’t take long… Board back to red, not taking input. :-/  

      Any other ideas???!?

    • #8474
      Anonymous
      Inactive

      Oh, and I can’t do the activ board driver / hardware update as the computer doesn’t “see” the board!!!

      https://support.prometheanworld.com/article/?kb=1125

    • #8475
      Anonymous
      Inactive

      tfrubin said:

      Oh, and I can’t do the activ board driver / hardware update as the computer doesn’t “see” the board!!!

      https://support.prometheanworld.com/article/?kb=1125

      Ok – attempt #101011:

      Unplugged 2 usbs (board + projector) & plugged them into the new computer, unplugged & replugged board from electrical, and then updated the firmware. 

      Board seems to take input this minute… but again while the firmware was being established / installed, activ manager did not find devices… 

      I will do the same for the “older” (1 yr old computer) to see if a firmware update helps.

    • #8476
      Anonymous
      Inactive

      And in about an hour (from 2:15 pm to 3:30 pm), the board turned red and was no longer receiving input / detected. 

      Any ideas? Please help!

    • #8477
      Anonymous
      Inactive

      Hello tfrubin,

      Thank you for your post.

      We need to look at the electronics on the ActivBoard(s) to enable us to do this we will need the serial numbers (not on the community).

      Can you please use the below link to contact us:

      https://support.prometheanworld.com/contact/

      Please quote reference 

      687613

      We look forward to hearing from you,

      Craig 

    • #8478
      Anonymous
      Inactive

      HI Craig, I followed the link and did so – no reply yet. Can you please confirm?
      Thank you!!

    • #8479
      Anonymous
      Inactive

      Hi tfrubin,

      I can see case 690884 has been created to help assist with your issues.

      Please reply back to the Promethean Technical Support email (keeping the subject line the same) if you need further assistance.

      Kind regards,
      Adam
      Promethean Technical Support

    • #8480
      Anonymous
      Inactive

      tfrubin said:

      And in about an hour (from 2:15 pm to 3:30 pm), the board turned red and was no longer receiving input / detected. 

      Any ideas? Please help!

      1.What about computer with Windows 7 pro, not Windows 10?
      2.What said ActivDoctor about the problem?
      3. Are You testing with another ActivHub?

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