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    • #32533
      Tj PierceTj Pierce
      Participant

      Hello!

      I work at a Charter school as the IT Director. We have one Windows 10 machine that has been running activinspire for the whole year without issue.

      She wanted to update the software to use a specific feature. So she updated to the most recent version of activinspire.

      Now every so often, maybe 2-3 times a class, the program will just close. No error codes, no nothing. She figured out that it happens when she goes to clear the whole board with the Window Spray button, it just crashes.

      I updated all of her drivers; usb to bios updates. Everything is up to date. I even uninstalled the program and redownloaded it to make sure something didn’t happen.

      I looked around to find an issue and people have said to clear out the temp folder. I did that and it still did the same thing.

      I am lost here. Anyone have any suggestions?

      If nothing seems to work, I’m just going to replace her machine.

       

      Thank you!

       

       

    • #32541
      Kate PrometheanKate Promethean
      Moderator

      Hello TJ,

      Thank you for your post.

      You mention you have uninstalled ActivInspire. Have  you tried a manual uninstall following the instructions of this article? https://support.prometheanworld.com/article/1644/

      If not, please try this then a fresh install from a new local admin account:

      ActivInspire Download – Language Select

      Should this not solve the issue please do not hesitate to contact us for further support.

      Kind regards,

      Kate

       

      Promethean Technical Support

      home

    • #32556
      Tara PlouffTara Plouff
      Participant

      I also have this crashing issue on multiple staff laptops. It usually occurs when they have three or Flipcharts open simultaneously. I have already attempted the complete manual uninstall followed by a local admin reinstall. The issue still persists. What can I try next?

    • #32557
      Tj PierceTj Pierce
      Participant

      Same. I uninstalled it completely from the Registry Editor and followed the steps from the article you posted.

       

      I’m going to start having to replace some laptops if I can’t get the issue to be resolved.

       

      But any other suggestions?

    • #32563
      Karen PrometheanKaren Promethean
      Moderator

      Hello TJ,

      Could you please verify the version of ActivInspire in use?  To find the version, please launch the software then in the upper left select Help>About.  You will see the version number listed at the top of the pop-up box in bold lettering.

      Is the version of Java running on the computer up to date?

      We look forward to your reply and to assisting you further.

      Kind Regards,

      Karen

    • #32569
      Tj PierceTj Pierce
      Participant

      Yes, of course.

       

      I just checked, and we are using ActivinInspire Professional 2.21.69365

       

      And yes, I updated java. She couldn’t use the Equation feature, so I installed java on her computer and that’s working now.

       

      This problem was happening before Java was installed.

       

      Thanks for the help 🙂

    • #32573
      Kate PrometheanKate Promethean
      Moderator

      Hello TJ,

      Thank you for letting us know.

      Should the issue reoccur feel free to reach back out.

      Kind regards,

      Kate

       

      Promethean Technical Support

      home

    • #32574
      Tj PierceTj Pierce
      Participant

      Yes, the issue hasn’t stopped occurring. It happens 2-3 times a hour.

       

      We are just using ActivinInspire the program, no hardware. Just wanted to reiterate that.

       

      Any other thoughts?

    • #32581
      James PrometheanJames Promethean
      Moderator

      Hi TJ,

      Thanks for your reply.

      I have just tested the Spray button on 2.21 from a Win10 PC and every option seems to work fine.

      I have even saved the file and tried erasing the page content but still I couldn’t replicate this error.

      Is the teacher seeing this issue when using a saved flipchart they have created? Are there more than one affected by this issue?

      Does this occur if they try it on a brand new flipchart?

      Whats sort of content is on the page and what are they erasing when the issue occurs?

       

      Thanks

      James

      Promethean Technical Support

    • #32596
      Tj PierceTj Pierce
      Participant

      For my school, only one teacher is having this issue which makes me think it’s something with the computer which I’m going to replace at the end of the week if I can’t seem to fix the problem with the one she has.

       

      She tried both. A fresh flipchart and a saved flipchart. Both of them crashed.

      When the crash happens, just as a reminder, it doesn’t give any error codes. Just closes.

      Thanks,

      TJ

    • #32623
      Karen PrometheanKaren Promethean
      Moderator

      Hello TJ,

      We look forward to results when using another laptop.

      If the issue persists we may request a brief video of the issue for further review.

      Kind Regards,

      Karen

    • #32639
      Tara PlouffTara Plouff
      Participant

      My teacher has the same issue. Both old and new Flipcharts cause ActivInspire to crash without warning. His laptop is running Win10 20H2. Please advise.

      • #32642
        sgasparsgaspar
        Participant

        My Activinspire (on both computers) is not loading properly. On sidebar, it shows a preview of my flipchart pages and then on the actual page, it is missing images/text that was there yesterday. You can see my screenshots of what is happening right now.

        I had to scramble to get something ready for my class today. I checked to see if I needed updates…but it said I had the latest version. I went to another computer to check Activinspire there as well…and it was the same thing. Please advise. This was extremely frustrating!

    • #32673

      Hello Tara,

      Thank you for your reply.

      Could you please confirm if logging as a different user or using an administrator account solves the issue?

      Is Java up-to-date on the computers?

      Are the flipcharts saved into a stable location, for example the computer hard drive?

      Please, also try to empty the temp folder on the computers and see if the same issue occurs.

      We look forward to hearing from you.

      Kind regards,

      Arianna

      Promethean Technical Support

    • #32674

      Hello Gaspar,

      Thank you for contacting Promethean Technical Support.

      Which version of ActivInspire are you currently using? Keeping your software up-to-date and saving the flipcharts into a stable location on the computers is generally a good idea.

      The following article provides advise on issues similar to the one you reported:

      1562

      Please, let us know if the issue persists and we will be happy to assist you further.

      Kind regards,

      Arianna

      Promethean Technical Support

      • #32676
        sgasparsgaspar
        Participant

        I have checked Activinspire for the an update and it said it was the latest one installed. Just to be sure, I downloaded Activinspire again. I save my flipcharts on Dropbox so I can access my flipcharts between my work computers and personal computer. All my devices are loading the flipcharts the same. I saw the 1562 was for a PC, while I am running Activinspire on a Mac. Is there a temp folder on Mac?

    • #32684
      Oran ThompsonOran Thompson
      Participant

      Hello,

       

      I too have been experiencing this issue since version 2.2, more specifically when the Dashboard and Classflow features were added. I have three separate teachers experiencing these issues. I’ve been watching your support tickets regularly since this has been happening. The support team seems to spend more time asking repeat clarifications to versions of java and the software and rarely publicly offering actual assistance. Ive seen several posts that were closed because a solution was privately sent to the user. That doesn’t help other users.

      So before you ask.

      Version 2.21.69365

      Windows 10 ver 1909

      PC is a Dell Optiplex 7070

      Java is up to date

      Temp files have been cleared

      Files are being stored on a stable drive

      Crashed on both new and old files

      Crashes usually on the third page, or first page with pen writing

      Active inspire was fully uninstalled and reinstalled via your recommended method via local admin account

      This issue only started occurring when the teachers updated from V2.18 to the newest version (2.2 and up). Every teacher that updated has the issue, every teacher with a sub 2.2 version does not.

       

      I know that as James mentioned above the issue couldn’t be replicated, but surely Promethian Support recognizes there is an issue with their product by all the tickets being submitted about Active inspire crashing.

    • #32721
      Paul PrometheanPaul Promethean
      Moderator

      Hi Oran,

      Thanks for posting.  We appreciate this must be frustrating but we have hundreds of thousands of ActivInspire users across the world so the number of reports of this are comparatively small but we often need to reach out directly to best establish the fault and help resolve issues.  Everyones issue may sound the same, but rarely are not as every issue and set up is different.

      Do you have ActivDriver installed?  If so what version?

      Does the crashing exclusively happen when you are connected to Promethean hardware?  If so can you please supply the model and installed firmware of the attached hardware.

      We look forward to your reply.

      Kind regards,

      Paul

      Promethean Technical Support

    • #32723
      Paul PrometheanPaul Promethean
      Moderator

      Hi Oran,

      Thanks for posting.  We appreciate this must be frustrating but we have hundreds of thousands of ActivInspire users across the world so the number of reports of this are comparatively small but we often need to reach out directly to best establish the fault and help resolve issues.  Everyones issue may sound the same, but rarely are not as every issue and set up is different.

      Do you have ActivDriver installed?  If so what version?

      Does the crashing exclusively happen when you are connected to Promethean hardware?  If so can you please supply the model and installed firmware of the attached hardware.

      We look forward to your reply.

      Kind regards,

      Paul

      Promethean Technical Support

    • #32727
      Oran ThompsonOran Thompson
      Participant

      Hi Paul,

      Firstly,

       We appreciate this must be frustrating

      Interesting word choice.

      Do you have ActivDriver installed?  If so what version?

      Yes, 5.18.19

      Does the crashing exclusively happen when you are connected to Promethean hardware?  If so can you please supply the model and installed firmware of the attached hardware.

      No, I’m able to replicate it on my machine that does not have activedriver

      and before you ask

      Active inspire Version 2.21.69365

      Windows 10 ver 1909

      PC is a Dell Optiplex 3040

      Java is up to date

      Temp files have been cleared

      Files are being stored on a stable drive

      Crashed on both new and old files

      Crashes usually on the third page, or first page with pen writing

      Active inspire was fully uninstalled and reinstalled via your recommended method on a local admin account

       

      May I receive any suggestions to fix this issue, or is there an more clarifying questions you need to ask?

       

      Edit:

      As a follow-up, I was able to reliably crash Active Inspire on a new file with one simple trick. It appears the software cant handle excess amounts of image files and possibly pen writing any longer. My method was just CTrl+C Ctrl+V an image of a dime over and over and the software would reliably crash before I could copy the image thirty times. I am linking a shared drive of the instructors file, my crash test file, and a video of the crash happening.

      https://mslivesfasu-my.sharepoint.com/:f:/g/personal/thompsonoc_sfasu_edu/EjVAwj6dB4JAqzXNZaRrtmUBcW-yaBr400zv3QtjIJCmtw?e=LdPe9t

    • #32739
      Brady WidenerBrady Widener
      Participant

      Hi Promethean,

      I wanted to add in that I am also experiencing the same issue for my (3) schools.

      I have tried all of the troubleshooting steps above, and instead of creating my own post or comment for what seems to be the exact same issue, I have been following this forum daily for the last couple of weeks.

      I say this just to point out that just because there isn’t an influx of post does not necessarily mean that there aren’t more people experiencing the issue watching the forum post that is already made. Also, to let it be known that there is an additional person to the four in this forum post experiencing the same issue.

      If you would like more information on my setups, let me know, but our schools have a large diversity in set ups (computers are the same, but many have different boards, windows versions, etc.). The consistent part for the ones having the issue is that they are all updated to the latest version of Inspire.

      Thanks.

    • #32776
      Karen PrometheanKaren Promethean
      Moderator

      Hello Brady,

      Thank you for letting us know you are experiencing the issue as well.

      Are you seeing any error messages when ActivInspire crashes?

      Are any particular patterns noticed (such as the use of a specific tool) when the issue happens?  Or does it appear to be a random issue?

      Are Windows or Mac computers in use?  What operating system is in use?

      We look forward to your reply and to assisting you further.

      Kind Regards,

      Karen

       

    • #32787
      Brady WidenerBrady Widener
      Participant

      Hi Karen,

      No ActivInspire error messages. Just crashes. Almost identical to the issue seen in the video provided by Oran.

      It appears to be random from what all I have noticed.

      We are Windows users.

    • #32814

      Hello Brady,

      Thank you for your reply.

      Could you please confirm is this issue affects all flipcharts or just a few? If you add an object to a blank flipchart and move it around, does it crash?

      Does this happen with flipcharts containing only a few pages? Are they saved into a stable location, e.g. the computer hard drive? Have you tried to uninstall and reinstall the software?

      Finally, does this occur when the computers are connected to Promethean hardware?

      We look forward to hearing from you.

      Kind regards,

      Arianna

      Promethean Technical Support

    • #32824
      David PriceDavid Price
      Participant

      I upgraded to the latest 2.21 version of Activinspire (win10) and it crashes every few minutes.

      followed instructions above to manually fully uninstall before installing latest version.

      Java fully up to date. ActivDriver uninstalled and reinstalled with latest.

      crashes when adding images to flipchart or using pinch/zoom.

      also in my school we use over a hundred ActivExpression 2 devices with latest firmware and latest firmware on the hubs. for years have worked fine but this ActivInspire version has broken their use.  crashes every few minutes as responses are received at random times.

      was able to find an old installation (but not installer file) of ActivInspire version 2.16 and was able to downgrade by just copying the programfiles(x86)/ActivSoftware/Inspire folder over onto the 2.21 installation. this works perfectly for flipchart editing and ActivExpression use.

      PLEASE provide links to older versions

    • #32838
      Paul PrometheanPaul Promethean
      Moderator

      Hi David,

      Thanks for posting.  We cannot post links to older versions on here however I will email one to you.  What hardware are you using? As this could help us understand this issue as we are unable to replicate.

      Kind regards,

      Paul

      Promethean Technical Support

      • #32852
        David PriceDavid Price
        Participant

        thanks for emailing me ActivInspire 2.18

        hardware:-

        OS Name Microsoft Windows 10 Pro
        Version 10.0.19041 Build 19041
        OS Manufacturer Microsoft Corporation
        System Manufacturer LENOVO
        System Type x64-based PC
        System SKU LENOVO_MT_20LB_BU_Think_FM_ThinkPad P52s
        Processor Intel(R) Core(TM) i7-8550U CPU @ 1.80GHz, 1992 Mhz, 4 Core(s), 8 Logical Processor(s)
        BIOS Version/Date LENOVO N27ET41W (1.27 ), 26/10/2020
        BaseBoard Product 20LBCTO1WW
        BaseBoard Version SDK0J40697 WIN
        Installed Physical Memory (RAM) 8.00 GB
        Total Physical Memory 7.82 GB
        Available Physical Memory 1.19 GB
        Total Virtual Memory 14.3 GB
        Available Virtual Memory 4.84 GB

        Also ActivHub for ActivExpression : firmware V5.13

        ActivDriver 5.18.19.0

    • #32874
      Paul PrometheanPaul Promethean
      Moderator

      Hi David,

      Thanks for your reply.  Does the issue persist with the ActivHub disconnected?

      Did you get the email that I sent you last week?

      We look forward to your reply.

      Kind regards,

      Paul

      Promethean Technical Support

      • #32900
        David PriceDavid Price
        Participant

        hi Paul yes as I said in previous post, thanks for the email containing 2.18 which I received.

        there have definitely been crashes of 2.21 while the hub is disconnected (eg pasting pictures too quickly onto a flipchart or using pinch/zoom too quickly after pasting pictures.)

        David

    • #32929

      Hello David,

      Thank you for your post.

      This issue might indeed be due to the speed with which pictures are being pasted onto a flipchart or when using the pinch/zoom very quickly.

      This is currently being investigated. We will provide some feedback as soon as possible.

      Thank you and kind regards,

      Arianna

      Promethean Technical Support

    • #32964
      Lewis BlandonLewis Blandon
      Participant

      Hello, I too am experiencing the same crash issues as described by Oran Thompson and many others. I realise it might not be “hundreds of thousands” but this is extremely upsetting. Promethean convinced me to make dozen of Flipcharts over the years and now that I’m very acquainted with ActiveInspire (while my other colleagues use PowerPoint and whatnot) my lessons are crashing mid-lesson.

      I do a ton of copy/paste and drawing with AI and that’s why I accepted it! A while ago there was an update and AI went from taking seconds to open to over a minute. Then my Flipcharts started getting giant red X’s on them. Then the FONT kept changing on its own. WHY?

      I finally got a new computer in November and while AI opens way faster, the red X’s did not stop, lessons were still lost, the font would still sometimes be enlarged (making practically everything unreadable), and now the software straight up SHUTS DOWN during my lessons which are still virtual.

      Just wanted to let you know I too suffer symptoms from AI. Do I also have to spill the tea on all the Java the Hut?

    • #32999

      Hi Lewis,

      Thank you for reaching out.

      Our team is currently looking into the reported issues on this thread and we thank you and everyone for your patience in this matter.

      Since we currently do not know the specific root cause of these issues, it would be most helpful if we could have all the details regarding your computer and version numbers as other users have posted.  This information only helps us investigate further so we can come to a solution.

      A few additional details about your issues would be helpful as well.  Do you notice any patterns as to when these issues occur for you?  Do other teachers at your organization have similar issues? Do these issues happen when you create a new flipchart or just with older ones?  Where do you save your flipcharts and how are they opened (opening the file or opening through Inspire)?

      We look forward to your reply.

      Thank you,

      Krista

      Promethean Technical Support

    • #33025
      Dave AshworthDave Ashworth
      Participant

      Hi Promethean,

      Just to log that we are also having the same crashing problem, across multiple computers for multiple members of staff since upgrading to the current release, 2.21.

      Our version is 2.21.69365, our driver version is 5.18.16, and our Windows version 1909. The fault happens when attached to a Promethean board, and also when preparing materials on devices with no board attached. Clearing temp files, repairing the program and even a clean reinstall of the machine only seem to resolve the fault short term, before it returns (if indeed it was ever resolved).

      This is also being discussed on the EduGeek forum, where multiple schools are reporting the same fault – http://www.edugeek.net/forums/promethean-direct-support/221002-activeinspire-closing-crashing.html

      We are in the process of downgrading to version 2.19 as we found this to be more stable.

      Thanks,
      Dave.

    • #33026
      Brady WidenerBrady Widener
      Participant

      Hi Promethean,

       

      Could you send me the installer for Inspire 2.18? Thanks.

    • #33028
      Maya SalloumMaya Salloum
      Participant

      Hello.

      I am facing issues with my Activinspire. As soon as I press the app in my taskbar, the flames don’t become yellow, and the app closes.

      The same is occurring when I open a flipchart I already have saved, that was opening before this issue.

      When I created another account on my laptop to see if the same issue would occur there, it didn’t. Activinspire opened in the second account I created.

      I have the 2.4.6 version.

      Does anyone know what’s wrong?

    • #33044

      Hi All,

      There is a lot to process in this thread, and a lot of ‘side’ issues. If we can, it would be better if we kept the conversation in here to solely be about ActivInspire closing suddenly with no error messages/ warning.

      To that end, and to aid us with our investigations into this, please can you all carry out the below:

      1. Wait for ActivInspire to close suddenly
      2. DO NOT RE-OPEN ACTIVINSPIRE
      3. Navigate to c:\Users\ %username%\ AppData\ Roaming\ Promethean\ ActivInspire\ crashDumps
      4. Copy any files you see in this folder to another folder.
      5. Navigate to c:\Users\ %username%\ AppData\ Roaming\ Promethean\ ActivInspire\ crashDumpsOffline
      6. Copy any files you see in this folder to the same folder as point 4.

      Send the crash reports you have found, and a copy of the flipchart that was being used into Promethean Technical Support, ensuring that you reference this thread when submitting your case.

      If you require an older version installer, please also request this when sending us the crash reports.

      Thanks

       

       

    • #33234
      Guy LajeunesseGuy Lajeunesse
      Participant

      Just wanted to pop in and say we are also experiencing issue with ActivInspire randomly closing. No entries in Event Viewer, no error messages on screen. It just closes.
      I will be following the steps mentioned above in regards to crashDumps and crashDumpsOffline, hopefully something will be available in those folders.

      We’ve been living with this problem for quite a while… waiting for a solution and willing to help in any way.

    • #33345
      Brady WidenerBrady Widener
      Participant

      Hello Promethean,

      Sorry it took a moment to get you the crash files. It was a hard sale to have a teacher agree to call me when their program crashed and to put their class on halt until I could retrieve the files. I finally managed to do it though. Here is what it came back with.

       

      https://maryvilleschools-my.sharepoint.com/:f:/g/personal/brady_widener_maryville-schools_org/EqiTp241eC5Mr_HubhY19G8BCFV22J0OxP-HvkTy8oqgPQ?e=AnqJzO

       

      If I could also get the older version of inspire like I asked before, I would be very appreciative. Thanks.

       

       

    • #33350

      Hi Brady,

      Thanks for getting back to us.

      We have added this issue to an enhancement request, which means it may be addressed in future updates.

      In the meantime, here is a link to the 2.18 version:

      https://promethean.my.salesforce.com/sfc/p/3000000002Zt/a/6f000000DS2B/GXqbbuO2and2YiwYEWmFZOHI9QW5gE3DrHIYM4kAISc

      If you need any further assistance, please get in touch.

      Kind regards,

      Carrie

      Promethean Technical Support

      https://support.prometheanworld.com/

      • #33364
        sgasparsgaspar
        Participant

        Hello,

        May I have the Mac version? I have experienced the same crashes and I want to see if going to the previous version will help.

    • #33378
      Craig PrometheanCraig Promethean
      Moderator

      Hello,

      Thank you for your post.

      Please find below a link for ActovInspire version 2.28 for Mac:

      https://promethean.my.salesforce.com/sfc/p/3000000002Zt/a/6f000000DS2U/qj8HI3S7Rxi8Jotqai7QNHiL76ii.Eyd3lVC7x0Cm9M

      Please let us know if you need any further support.

      Kind regards,

      Craig

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