Software Solutions

This topic contains 36 replies, has 13 voices, and was last updated by vansusan vansusan 4 hours, 53 minutes ago.

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  • #3311

    Anonymous

    Hello, 

    I recently upgraded from a 2009 iMac to a 2018 iMac. Using the old computer, Activinspire was quick and easy to use. However, when using activinspire on the new computer (which has significantly greater processing power), the program is very slow and unresponsive, making it very difficult to type and compose flip charts. I have updated the program to the latest version and installed the latest ActivDriver but neither of these actions has resulted in improved performance.

    Please could you advise on how to return the program to a usable state.

  • #13874

    Anonymous

    Hi GreatTeacher57,

    Thanks for posting on the Support Community.

    There is no reason why ActivInspire should be slow on your new computer, however it’s possible that if this is part of the schools network, this may be slowing this down.

    Does this make a difference if you are connected to the Promethean ActivBoard/ActivPanel to write on the flipchart and the speed of the response from using the pen tool than when not connected to the hardware?

    If you are able to log in as a local admin user, then please try this and let us know if this behaves the same.

    Kind regards,
    Adam
    Promethean Technical Support

  • #13875

    Anonymous

    Hi Adam, 

    Thanks for getting back to me.

    I think my question must have been a little vague! I’m using Activinspire (personal edition) on my own personal computer at home to prepare flipcharts that I can take into school and use during lessons. In school, those flipcharts work fine and I experience no lag when typing and/or using the pen. However, it is only at home where I am not connected to the school network in any way, where I experience the slow performance of the Activinspire program.

    Oddly, when I use the pen or highlighter or eraser etc the performance is fine. It’s only when I use the text tool (the tool I use the most!) that there is a delay when typing (1-2 seconds per letter), making it quite awkward to use. The program opens and closes quickly, it’s only when using the text that the performance is really slow!

    I hope that clarification helps.

  • #13876

    Anonymous

    Hi GreatTeacher57,

    Thanks for your clarification, it’s not an issue that I’ve seen before with ActivInspire.

    Are you using version 2.13? This can be checked by opening ActivInspire and clicking ActivInspire>About ActivInspire and is listed at the top.

    If you create a brand new user (with admin access) on the computer, do you get the same issue?

    Many thanks,
    Adam
    Promethean Technical Support

  • #13877

    Anonymous

    Hello Adam, 

    Yep I am using version 2.13 of ActivInspire Personal edition (on Mac OS X 10.13.6).

    I have just tried creating a new administrator account and the problem persists, unfortunately, on the new user account.

    Any further help you can give me would be greatly appreciated.

  • #13878

    Anonymous

    When editing the flipcharts at home, are they being accessed from a USB drive, an online folder of some kind, or are they copied to the computer (e.g. to Desktop)?

    Is the computer at home an iMac or a MacBook?

    In either case, does using a different keyboard affect the performance of the Text tool in Inspire?

  • #13879

    Anonymous

    Hi Jarrad, 

    Regardless of whether the flip charts are located from a USB drive or from the local disk, the typing tool is still very slow.

    The computer is a 2017 iMac (3.4 GHz Core i5).

    Yes the keyboard was something I had thought might be the problem (the iMac has a wireless bluetooth keyboard), however, I have tried two separate wired keyboards and the problem remains.

  • #13880

    Anonymous

    Hi GreatTeacher57,

    Thanks for your reply.
    This is quite an usual issue that we’ve not come across.
    If you use the on screen keyboard (rather than external keyboard), is this also affected by the delay?
    Kind regards,
    Adam
    Promethean Technical Support

  • #13881

    Anonymous

    Hello Adam, 

    I have just tried typing using the Mac accessibility on screen keyboard, and the issue still remains, unfortunately.

    Thanks

  • #13882

    Anonymous

    Hi GreatTeacher57,

    Thanks for your reply.

    I will email you directly to further assist with this issue.

    Kind regards,
    Adam
    Promethean Technical Support

  • #13883

    Anonymous

    Hi,

    I am also having the same issue on my iMAC (same model as GreatTeacher57)

    Could you please advise on how to resolve the problem?

    Thanks

  • #13884

    Anonymous

    Hi mrnbarr,

    Thanks for posting.

    I will contact you too regarding this issue over email so we can investigate further.

    Kind regards,
    Adam
    Promethean Technical Support

  • #13885

    Anonymous

    Hi,

    I’m also having the same problem on a 2017 MacBook Pro.

    Could you help?

    Thanks

  • #13886

    Anonymous

    I’m reaching out to you via e-mail outside of this community, @mr_fortune, so we can investigate this issue more directly.

  • #15158
    Mark Meyer
    Mark Meyer
    Participant

    Typing using the “Text” tool in ActivInspire when not connected or when connected has a lag that is not useable. Been testing it in different situations and it still is very very slow.  How can this be fixed?  Mark Meyer mmeyer@immluth.org

  • #15176

    Hi Mark Meyer,

    Thanks for posting.
    Can you help to confirm the version of ActivInspire you are using?

    This can be found under ActivInspire>About ActivInspire.

    Thanks,

    Adam
    Promethean Support

  • #15181
    Mark Meyer
    Mark Meyer
    Participant

    Yes, it’s the latest version   2.14.67304

    doesn’t lag right away. Probably by the second page that you use text tool on it starts to lag quite a bit where it is unusable.

     

    Mark

  • #15182
    Mark Meyer
    Mark Meyer
    Participant

    we’ve been on version 2 for many years now.. We need an update and a version 3 !

    Stop working so hard on the desktop version and update ActivInspire…….

  • #15195

    Hi Mark Meyer,

    Thanks for your reply.

    I would recommend uninstalling your current version and revert back to version 2.13 which should not cause any lag whilst in use.

    You can download this for Mac on the below link:

    http://activinspire.s3.amazonaws.com/activinspire/ActivInspire%20v2.13.67172%20GBR.dmg

    Kind regards,
    Adam
    Promethean Support

  • #15213
    Bob Wilcox
    Bob Wilcox
    Participant

    Adam,

    Our school just updated to new Apples, and two of us in my team are experiencing this typing lag. Please put it in your bug list with some priority. Meanwhile, I’ll try reverting and see if that fixes the issue.

  • #15217

    Hi Bob Wilcox.,

    Thank you for your reply. We are actively working on ActivInspire and getting this issue fixed.

    We have recently changed over platforms for our forums and unfortunately some of the previous posts were lost which related to this issue.

    One of our product managers for ActivInspire had responded to some customers on the forum, this was lost during the switch. However, please see the response here:

    Thanks for bringing up your concerns. Rest assured that we’re actively addressing the slowdown being experienced 2.14. As part of the 2.14 release, ActivInspire generates additional troubleshooting logs than previous versions. These logs are stored on the user’s PC and are intended to greatly improve the troubleshooting experience during a support call. In some cases, however, this has led to some customers experiencing a slowdown.

    We have identified a resolution and will be incorporating this into the next release. In the meanwhile, if you continue experiencing this issue, we recommend rolling back from version 2.14 to 2.13. Craig has provided a link to it in his comment above.

    Lastly, we are definitely continuing development on ActivInspire. There will be exciting updates in the next release so stay tuned.

    We apologize for any inconvenience this may have caused and thank you for your patience and continuous support!

    Steven Hsieh
    Product Manager, Lesson Delivery

    I hope this information helps.

    Kind regards,
    Adam

    Promethean Support

  • #16745
    Elangland
    Elangland
    Participant

    Is there a solution to this issue yet?  I notice the problem is very bad when not connected to a board.  When I connect to my promethean board I have “less” lag typing, but it isn’t 100% removed.  It makes it completely useless to work at home when I can’t type.  My board is not wired to my desk in my classroom so I have to prepare my presentations away from my desk and work at my podium instead of where all of my resources are.

    • #16747

      Since we first encountered this issue on this thread, we have had a couple of updates to the ActivInspire software released; the up-to-date version (2.17, as of this post) can be downloaded from our support website on the ActivInspire Download page.

      If that behavior is still present with that updated version installed, please let us know the version of macOS in which this is occurring and whether any similar behavior is seen in other software running on that mac.

    • #16782
      Nina Syson
      Nina Syson
      Participant

      I am having the exact same problem that people are mentioning in this thread. It is making trying to prepare anything at home very frustrating indeed which is how I have worked very successfully for the last 6 years.

      The link to the older version mentioned does not seem to work. I have updated ActivInspire to the very latest version just today and it is still painful to type any text.

      Please can you let me know if you have had any more joy in giving solutions to individuals for this issue.

      Thanks in advance.

  • #16748
    Elangland
    Elangland
    Participant

    I understand.  I thought I had updated to the most current version, but I hadn’t so I updated from 2.16.7 to the newest version of 2.17.68075 and I’m running IOS 10.14.6 which is the most recent version.  The only time I experience any lag at all on my machine is when I’m trying to type in Activinspire.  I do notice that the lag issue seems to jump more with the recent update, as in I’ll be typing something and it will rush 5 or 6 letters each jump instead of 1 or 2 at a time.  It is very annoying because it hampers my ability to work at home.

    I do have less issue when I’m plugged into my promethean board, but that isn’t a great solution.

    Thanks

  • #16751

    Hi Elangland,

    If you create a brand new local admin on your home Mac, do you receive the same issue?

    Thanks,

    Adam
    Promethean Support

  • #16764
    Elangland
    Elangland
    Participant

    Yes I do have the exact same issue.  It actually seemed to type even slower than on my main account.

     

    I’m completely flabbergasted as to what could be causing the issue.  Everything else runs completely fine but the minute I tab to Inspire my computer gets all spastic and laggy.  If I tab out it is completely fine.

     

     

  • #16765
    Mark Meyer
    Mark Meyer
    Participant

    I have found that it seems to be related to “Fusion Drive” on the Macs. I have an older computer without and it works fine. My New iMac with a Fusion Drive it is too sluggish to even use…

    That’s my findings, love em or hate em.

     

    Mark Meyer

  • #16766
    Elangland
    Elangland
    Participant

    The only thing I find irritating is that the issue goes away nearly 100% when I’m connected to my board.  So I’d guess that ActivInspire is constantly pinging to find the board and it is causing the program to not respond effectively?

  • #16770

    Hi Elangland,

    To ensure the best performance when using ActivInspire on Mac, follow the steps below to remove ActivInspire from the Security & Privacy settings. This should help if ActivInspire appears to be running slowly.

    Open System Preferences on your Mac.
    Go to Security & Privacy.
    Select the Privacy tab at the top.
    Click on Accessibility in the left pane.
    Click on the padlock at the bottom and enter your password to access the list of apps.
    Select ActivInspire then click the minus button to remove it from the list.

     

    Thanks

    Adam

    Promethean Support

  • #16783
    Mark Meyer
    Mark Meyer
    Participant

    This doesn’t help at all with slowness.

    • #16787
      Elangland
      Elangland
      Participant

      Yep.  did nothing at all.

  • #16792

    Hi both,

    Thanks for your replies.

    Elangland, can you confirm if you do have a Fusion drive on your Mac at all?

    Are you using any custom fonts when typing at all?

    I have tested this morning on a Macbook running 2.17 and 10.14.6 and i’m not able to replicate to the full extent of your issues. Whilst I can see a slight delay whilst I type (in comparison to when using a Windows OS), this is usually fairly fast and does not jump/freeze whilst typing.

    Are other Macs experiencing this issue that you are aware of?

    Thanks,
    Adam

    Promethean Support

    • #16810
      sgaspar
      sgaspar
      Participant

      I am experiencing slowness when I type as well. I have a personal computer (Mac) and a work one (Mac) and the typing is slow whether I am connected to the board or not. The latest update cleared up the camera issues I was having, but it has not cleared up the lag I am experiencing.

  • #16815

    Hi sgaspar,

    Thanks for posting.

    Are you experiencing issues where when typing the text is lagging with characters jumping every 5-6 letters?

    Are you using custom fonts or a Fushion Drive at all?

    If you uninstall the software following the below article, and then install the software again, do you get the same issue?

    1646

     

    Thanks,
    Adam

    Promethean Support

    • #16828
      sgaspar
      sgaspar
      Participant

      I do not believe I have a Fushion Drive for this mac because it is a work computer and they do not have the funds to upgrade our devices. However, I was using custom fonts…but I did use basic fonts in some flipcharts with the same results (lagging).

  • #16829
    vansusan
    vansusan
    Participant

    Hello,

    I am having the same exact issue as described above…when using the text function there is a lag and then all of a sudden several letters pop up at once.

    I had this issue with the last version of ActiveInspire but after a painful few months it seemed to disappear. Prior to that, I never experienced this issue and have been using macs with ActiveInspire for years.

    I am on my personal MacBook Pro (2017); Software Version 10.14.6. I JUST updated my ActiveInspire software about an hour ago to 2.16.67968 and now I am experiencing this issue again. 🙁

    I would greatly appreciate any assistance!

    Thank you in advance,

    Susan

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