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    • #1400
      LoudonTechLoudonTech
      Participant

      Hello, 

      We are having trouble with our Actiview devices working on Windows 10. I wanted to see if anyone else has had similar issues. 

      The Actiview’s worked fine on PC’s running Windows 7 (so i know there’s nothing wrong with the actiview). We are in the process of migrating over to Win10 and have had trouble getting the live image to display. I’ve uninstalled and reinstalled the actiview program (an older version 323 and the current version) the program loads but the live image is just a black screen. This is happening on 6-7 Actiview devices. I have a school that is full of these visual presenters so as of now I’m waiting to finish upgrading the rest of the school to W10 because it seems to be an issue with W10 compatibility. 

      Any ideas? 

      Thanks!

    • #7028
      Anonymous
      Inactive

      Actiview stopped working on 7 of our computers today. it turns out that they had all updated to Win10 ver 1607.  I have confirmed that Actiview is not working on the latest version of Windows 10. Trying to get more information from Promethean.  The screen is black but the computers can talk to the device (turn lamp on and off fir example).

    • #7029
      Anonymous
      Inactive

      I spoke with Promethean and there are no work-arounds or updates at this point to fix the issue. They said they are escalating the issue but you definitely want to give them a call and let them know this is important. Best regards.

    • #7030
      Anonymous
      Inactive

      The only way I could get this to work was to roll back to build 1511 of Windows 10.

    • #7031
      Anonymous
      Inactive

      Hi both, 

      With regard to this issue, our second level team are aware of the reported issue and are carrying out some tests.

      I will email you both separately to further troubleshoot this issue.

      Kind regards,
      Adam
      Promethean Technical Support
      #Case 00672244

    • #7032
      Anonymous
      Inactive

      dkkirby said:

      The only way I could get this to work was to roll back to build 1511 of Windows 10.

      This is the only way. 1607 seems to have an issue with cams/doc cams, supposedly a microsoft fix is in the works but no ETA.

    • #7033
      Anonymous
      Inactive

      When can we expect a fix for the issue regarding ActiViews and Windows 10?

    • #7034
      Anonymous
      Inactive

      Hi,

      The issue is being caused by Windows 10 which is not officially supported with the ActiView but we are hoping that a future Windows update will fix this.

      In the meantime we have had some success by following the steps below:

      1. Disconnect the ActiView from your computer.
      2. Uninstall “ActiView”, “Visual Presenter V2 Customer”, and “Visual Presenter V2 Driver”
      3. Reboot your computer (ActiView still disconnected) and install the latest version of the ActiView software.
      4. Connect the ActiView, then turn it on and allow Windows to install, ensuring the ActiView software is closed.
      5. Open the ActiView software and it should now function correctly.

      We found that the steps above worked in 80-90% of tests.

      Please let us know if this is successful.

      Kind Regards,
      Paul

      Promethean Technical Support 

    • #7035
      Anonymous
      Inactive

      Does anyone know if the “future windows update” has implemented.

      We implemented Win 10 this summer and I cannot get any of our Actiview  devices to work on any of our Win 10 computers after trying all the suggestions.

      Any help would be appreciated

    • #7036
      Anonymous
      Inactive

      Hi,

      Thank you for your reply.

      We don’t currently have any update for when a supported version of the ActiView driver will be released however I have added you to the current enhancement, should a supported version be released we will contact you.

      We would recommend trying the steps from Pauls previous email as we have tested this with numerous versions of the ActiView and have got this to work.

      I hope this helps.

      Kind regards,
      Adam
      Promethean Technical Support

    • #7037
      Anonymous
      Inactive

      Would be great if this gets updated or at-least let us know the ETA. We updated all our Teacher laptops to Windows 10 and not a one does the Actiview work on the laptops. We currently have to use VGA from Camera to VGA slot 2 on the boards.

      I tried Pauls steps, and even going as far as finding the drivers from the manufacturer of the camera inside the Actiview. Nothing displays, it detects the camera in the actiview, but its just a black screen.

      Thanks for any update on this matter.

    • #7038
      Anonymous
      Inactive

      dwirth said:

      Would be great if this gets updated or at-least let us know the ETA. We updated all our Teacher laptops to Windows 10 and not a one does the Actiview work on the laptops. We currently have to use VGA from Camera to VGA slot 2 on the boards.

      I tried Pauls steps, and even going as far as finding the drivers from the manufacturer of the camera inside the Actiview. Nothing displays, it detects the camera in the actiview, but its just a black screen.

      Thanks for any update on this matter.

      AGREED!

      I have a school full of these that are basically paperweights. 

    • #7039
      Anonymous
      Inactive

      Hi dwirthLoudonTech,

      Thanks for posting.

      I have no ETA on when a supported driver will be released however this is still with our development team.

      On a further note, whilst this is being used on an unsupported operating system, I have tested different models of ActiView both within ActivInspire and this does appear to be working with no presence of the black screen appearing unlike the ActiView software.
      Have you tried to use this at all?

      Thanks,
      Adam
      Promethean Technical Support

    • #7040
      Anonymous
      Inactive

      Reading this really worries me. I was going to purchase more than a dozen ActiView 324 but the new machines will all run on Windows 10. 
      Do you have at least a near approximation of releasing the working software?

    • #7041
      Anonymous
      Inactive

      Hi E. H.

      Thanks for posting.

      I don’t have an E.T.A when a supported version of the ActiView software will be released however I will pass your feedback to the development team.

      Should a supported version be released for Windows 10 we will let you know.

      Kind regards,
      Adam
      Promethean Technical Support

    • #7042
      Anonymous
      Inactive

      Hi dwirthLoudonTech,

      Thanks for posting.

      I have no ETA on when a supported driver will be released however this is still with our development team.

      On a further note, whilst this is being used on an unsupported operating system, I have tested different models of ActiView both within ActivInspire and this does appear to be working with no presence of the black screen appearing unlike the ActiView software.
      Have you tried to use this at all?

      Thanks,
      Adam
      Promethean Technical Support

      I did not know Activinspire had actiview inside the program. Learned something new. However yes, I uninstalled actiview, and actiview driver and the customer thing. I restarted, and reinstalled actiview. Plugged in the actiview hardware, it installed a driver from windows update. I opened up Activi Inspire and hit tools -> Launch actiview and this… Attached. Black screen still. This is on any windows 10 device we have. Possibly a software conflict?

      Windows 10 Pro x64 1607 Update.
      This is a AV322 Model. 

    • #7043
      Anonymous
      Inactive

      Hi dwirth,

      Thanks for your reply.

      Whilst this is still unofficially supported, I noticed we both have the same set up and model as yourself although we would recommend the below steps as we have had some success by following this:

      1. Disconnect the ActiView from your computer.
      2. Uninstall “ActiView”, “Visual Presenter V2 Customer”, and “Visual Presenter V2 Driver”
      3. Reboot your computer (ActiView still disconnected) and install the latest version of the ActiView software.
      4. Connect the ActiView, then turn it on and allow Windows to install, ensuring the ActiView software is closed.
      5. Open the ActiView software and it should now function correctly.

      We found that the steps above worked in 80-90% of our tests.

      Kind regards,
      Adam
      Promethean Technical Support

    • #7044
      Anonymous
      Inactive

      Hi dwirth,

      Thanks for your reply.

      Whilst this is still unofficially supported, I noticed we both have the same set up and model as yourself although we would recommend the below steps as we have had some success by following this:

      1. Disconnect the ActiView from your computer.
      2. Uninstall “ActiView”, “Visual Presenter V2 Customer”, and “Visual Presenter V2 Driver”
      3. Reboot your computer (ActiView still disconnected) and install the latest version of the ActiView software.
      4. Connect the ActiView, then turn it on and allow Windows to install, ensuring the ActiView software is closed.
      5. Open the ActiView software and it should now function correctly.

      We found that the steps above worked in 80-90% of our tests.

      Kind regards,
      Adam
      Promethean Technical Support

      I followed that directly from Paul also and it did not work. I tried that before I tried the ActivInspire way. I even stated as such in a previous post.
      I guess since windows 10 (which has been out for 1.5 years) is not supported, there is not much we can do. We will continue to use the VGA cable directly from the camera to the board, as that still works and does not rely on drivers.

    • #7045
      Anonymous
      Inactive

      We have Actview cameras in 12 computers in school and did an upgrade to windows 10 over the summer and now they don’t work.

      Our technician has tried the steps above but it didn’t work. 

      Just wondering if there is any fix to this yet, its been quite a while since the issue was raised?

    • #7046
      Anonymous
      Inactive

      Hi MrDFraser

      Our development team are still looking into the issue. 

      We currently do not have a work around other than the steps my colleague has provided. 

      Any updates will be released online. 

      Thank you,

      Craig 

    • #7047
      Anonymous
      Inactive

      Hi MrDFraser

      Our development team are still looking into the issue. 

      We currently do not have a work around other than the steps my colleague has provided. 

      Any updates will be released online. 

      Thank you,

      Craig 

      Thanks Craig.  Does the version of Activ Inspire make a difference or is it all to do with the driver for Actview?

    • #7048
      Anonymous
      Inactive

      Hi MrDFraser,

      We do recommend being on the latest version of ActivInspire as well as running all Windows updates. 

      Michael

    • #7049
      Anonymous
      Inactive

      Hi MrDFraser,

      We do recommend being on the latest version of ActivInspire as well as running all Windows updates. 

      Michael

      Thanks.  Will try that and post if I get any further forward.
      David

    • #7050
      Anonymous
      Inactive

      Hi MrDFraser,

      Thanks for your reply.

      Let us know if this helps.

      Kind regards,
      Adam
      Promethean Technical Support

    • #7051
      Anonymous
      Inactive

      MrDFraser, or anyone else…have you had any success making the Actiview function properly with Windows 10?  I have followed all the steps on this message thread and still the camera won’t work.  The software opens and the only buttons not grayed out are Power and Options.  After I click on Power, the whole window goes gray and I get the message that Actiview.exe has stopped working.  Incredibly frustrating.  I would like to use this in my classroom!  

    • #7052
      Anonymous
      Inactive

      kiland said:

      MrDFraser, or anyone else…have you had any success making the Actiview function properly with Windows 10?  I have followed all the steps on this message thread and still the camera won’t work.  The software opens and the only buttons not grayed out are Power and Options.  After I click on Power, the whole window goes gray and I get the message that Actiview.exe has stopped working.  Incredibly frustrating.  I would like to use this in my classroom!  

      Hi kiland and thanks for posting.

      Have you tried launching the ActiView from within ActivInspire?  Could you also confirm the model of ActiView that you are using?

      Once we have this information we will advise you further.

      Kind Regards,
      Paul
      Promethean Technical Support
    • #7053
      Anonymous
      Inactive

      Hi Paul, thanks for your message.  I have tried launching ActiView from within ActivInspire without success.  The model of my ActiView is AV322.  

    • #7054
      Anonymous
      Inactive

      Hi kiland

      Can you confirm what happens when you try to launch the ActiView with ActivInspire? Do you get any error messages or just a blank screen? 

      Did you manage to install the latest version of ActivInspire? 

      We look forward to hearing from you, 

      Craig 

    • #7055
      Anonymous
      Inactive

      Craig, I have the most recent version of ActivInspire installed.  When I try to launch the ActiView through ActivInspire, the window opens and it is completely black. I would like to add that every once in a great while, the ActiView works correctly.  As long as I leave it powered on and the ActiView software open, it continues to work fine.  However, if I close it or restart the computer, etc. and try to open it again, it most likely won’t work.  

    • #7056
      Anonymous
      Inactive

      Hello Kiland

       
      Can you please ensure that all Windows updates have been applied to the computer
      with which this issue is occuring.

      Also, if ‘WebTablet Netscape Plugin’ or ‘WebTablet IE
      Plugin’ are listed in Windows’ programs and Features list, remove them and re-start
      the computer.

      You might also want to try the following, if you haven’t done that already.

      1. Disconnect the ActiView from your computer.
      2. Uninstall “ActiView”, “Visual Presenter V2 Customer”, and “Visual Presenter V2 Driver”
      3. Reboot your computer (ActiView connected and turn on) and install the latest version of the ActiView software.
      4. Allow Windows to install, ensuring the ActiView software is closed.
      5. Open the ActiView software and let us know if it works.

       

    • #7057
      Anonymous
      Inactive

      Windows is fully updated.  I don’t have WebTablet Netscape Plugin’ or ‘WebTablet IE’.  I have done the five steps you listed.  Do you have any other suggestions to make the ActiView work with Windows 10?  It seems to have a conflict.  Other Promethean users have similar problems.  Thanks. 

    • #7058
      Anonymous
      Inactive

      So Chad from promethean came by our place, and his Aura made it work. His steps were:
      1. Turn off Actiview camera. 
      2. Plug it into usb port. Give it time to enable its drivers, about 5-10 seconds depending on hardware.
      3. Open Actiview software, and press the red power button.
      4. Wait about 10 seconds and press the Live Image button.

      And that was it… No uninstalling or reinstalling drivers was needed. 

      Tested on two laptops that it did not work on before. Apparently, if you turn on the Actiview with its hardware switch, it wont always connect correctly.

    • #7059
      Anonymous
      Inactive

      dwirth, I got to step 4 but the Live Image button remained gray, so I couldn’t press it.  For lack of anything better to do, I clicked the red power button again, and the whole window turned gray like it always has done before.  If you can think of any other ideas, I’d appreciate it.  

    • #7060
      Anonymous
      Inactive

      Update:  I tried the steps like dwirth said Chad from Promethean said to do.  They work sometimes.  I can’t figure what I’m doing right for it to work and wrong for it not to.  But this is slight progress.  Thanks. 

    • #7061
      Anonymous
      Inactive

      Hi kiland,

      Thanks for posting on the Support Community.

      If you have installed the ActiView driver and launch the ActivInspire software and click on Tools>Launch ActiView, does this work?

      Kind regards,
      Adam
      Promethean Technical Support

    • #7062
      Anonymous
      Inactive

      Adam, same thing.  Sometimes it works, sometimes not.  It seems to work more often when I plug the USB cord and operate the camera for the first time.  If I shut it down and use it again later, it doesn’t work.  I guess I could unplug the USB every time I use it, but that is a little inconvenient, especially when I’m trying to conduct class.  Thanks for your message. 

    • #7063
      Anonymous
      Inactive

      I am finding it works on some of our Windows 10 computers (lenovo) and not others (HP)

    • #7064
      Anonymous
      Inactive

      @pgcoach59
      Were any of the steps mentioned previously tested with the computers in question?  If so what were the results of those steps?

    • #7065
      Anonymous
      Inactive

      @pgcoach59
      Were any of the steps mentioned previously tested with the computers in question?  If so what were the results of those steps?

      Yes and none worked for me. Also I have one Lenovo that still works with it, another popped up today to tell me hers has no picture so my theory of it being an HP issue just died. I have to stop upgrading our teacher computers until we can get this resolved.

    • #7066
      Anonymous
      Inactive

      Hi pgcoach59,

      Have both the HP and the Lenovo computers had all the latest Windows updates installed?

      Please ensure that this has been installed and try again to see if the issue continues.

      Is the ActiView working inside the ActivInspire software under Tools>Launch ActiView?

      Kind regards,
      Adam
      Promethean Technical Support

    • #7067
      Anonymous
      Inactive

      I’m having the same problem with the Actiview V322 using Windows 10 x64 LTSB 2016. The Actiview works inconsistently like kiland said:

      Adam, same thing.  Sometimes it works, sometimes not.  It seems to work more often when I plug the USB cord and operate the camera for the first time.  If I shut it down and use it again later, it doesn’t work.  I guess I could unplug the USB every time I use it, but that is a little inconvenient, especially when I’m trying to conduct class.  Thanks for your message. 

      Is this an issue with kabylake/skylake chipsets because I am having the issues on Dell Optiplex 3240 AIO PCs?

    • #7068
      Anonymous
      Inactive

      I’ve tried an Actiview V324 on the Dell Optiplex 3240 AIO PC with Windows 10×64 LTSB 2016 and it works perfectly. Unfortunately we only have 1 of these and I can’t justify the cost of replacing all 16 V322 Activiews with V324 Activiews.

      Come on Promethean you need to step up as a company and offer School’s a hefty discount to replace the AV322 with AV324?

    • #7069
      Anonymous
      Inactive

      Hi Pbad,

      If you have an AV324 working on your Windows 10 computer you just need to make sure you install the same software on the computer that is using AV322 both of them required the same software to run.  You may also want to look to make sure the computer has the same windows update on it as the working Windows 10 computer.

      Please let us know if you have any questions.

      Thank you,
      Pam

    • #7070
      Anonymous
      Inactive

      Hi Pbad,

      If you have an AV324 working on your Windows 10 computer you just need to make sure you install the same software on the computer that is using AV322 both of them required the same software to run.  You may also want to look to make sure the computer has the same windows update on it as the working Windows 10 computer.

      Please let us know if you have any questions.

      Thank you,
      Pam

      Hi Pam

      I have tried the AV322 on the same Windows 10 PC that I tried the AV324 and the AV322 works inconsistently. I never had any problem with the AV322 until the school purchased new computers with the skylake chipsets. I have been trying to solve this issue for several months and I am not sure how to proceed.

      Kind regards

      Parm 

    • #7071
      Anonymous
      Inactive

      Hi Parm,

      The AV322 has an internal storage, with the unit off plug it into the computer.  You will see it pop up as a drive letter on the computer, delete the images on the AV322.  Also, make sure the temp files are deleted on the computer.   Reboot the computer.  

      Let us know if you are still having an issue.

      Thank you,

      Pam

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