Interactive Flat Panels
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    • #32282
      Timothy OliverTimothy Oliver
      Participant

      Within the last 2 years my school has purchased several ActivPanel Titanium’s. So far they have performed very well with only one particular issue that we have been unable to resolve.

      We provide each of our teachers with an HP USB-C computer dock for their convenience so that they need only plug in or remove the USB-C cable from their device to connect to all the equipment that remains in the classroom. So far as I am aware this arrangement was never an issue when we were operating ActivBoards.

      However, the ActivPanels are a different story. The computer does not recognize that the ActivPanel is there when connected to the dock. The video output to the Panel works fine, but you cannot interact with the computer from the ActivPanel at all. If the ActivPanel is directly connected to the computer through the sames cables minus the dock the touch functionality works without issue.

      We have tried different computers, models of docks, updating both Windows and ActivDriver, and even replacing all of the cables involved. None of these have changed how the ActivPanel behaves with the dock in place. Does anyone have any other ideas as to what we could try to get this to work?

    • #32290

      Hello Timothy,

      Thank you for contacting Promethean Technical Support.

      To better assist you, we kindly ask you to clarify how many ActivPanels you have that are having this issue and also provide details on the specific HP USB-C dock you are using.

      Please, also clarify what the overall length of the USB cable in your current configuration is and if you have tested all available USB ports on the dock.

      We look forward to hearing from you.

      Kind regards,

      Arianna

      Promethean Technical Support

    • #32300
      Timothy OliverTimothy Oliver
      Participant

      We have a total of 11 ActivPanel Titaniums (Model#AP7-B70-NA1) operating on our campus at this time.

      Docks in question:

      HP Elite USB-C Docking Station, Model#TPA-B01

      HP USB-C Dock G4, Model#HSTNH-U601

      HP USB-C Dock G5, Model#HSN-IX02

      USB cable length can be anywhere from 20ft to 50ft. Primarily depends on where the teacher prefers to leave their device while teaching. The extra length is accomplished with a USB extension with a built in signal booster. We installed these cables when we upgraded from the self powered ActivBoards to the ones powered over USB.

      We have tried all USB ports on every model of dock with no change in the connection between the ActivPanel and the computer. We can connect the exact same USB setup (minus the dock) directly to the computer and there isn’t any issue.

    • #32313
      Craig PrometheanCraig Promethean
      Moderator

      Hello Timothy,

      Thank you for your post.

      The USB cable is much more than we officially support. Promethean supports a 3 metre USB, using a direct connection.

      If you connect a shorter cable through the dock, do you see the same issue?

      We look forward to hearing from you.

      Kind regards,

      Craig

    • #32315
      Timothy OliverTimothy Oliver
      Participant

      We have used several different lengths of cable and made by different manufactures  to include the one provided to us by the authorized retailer when they installed the Panels. None of these have worked when connected to any USB port on the dock.

      I will reiterate that even at the extreme end of lengths of USB cables we are using, the Panels DO work with the computers if the dock is not a part of that connection.

    • #32324

      Hello Timothy,

      Thank you for your reply.

      Could you confirm if you have tested this kind of connection via the USB docking station with other models of ActivPanels and if you experienced any issues?

      Moreover, are the drivers and firmware on these docking stations up-to-date?

      We generally recommend a direct connection between the panels and the computers, bypassing any docks, hubs, extenders, or adapters.

      Since when bypassing the docks there are no issues, we also recommend reaching out to HP for assistance troubleshooting your docking stations.

      We look forward to hearing from you.

      Kind regards,

      Arianna

      Promethean Technical Support

    • #32342
      Timothy OliverTimothy Oliver
      Participant

      Arianna,

      We have tested this with the only other model of panel we have which is a AP5-86-4K. This is presently using the HSN-IX02 dock with a 32ft USB extension and a 10ft USB to USB-B cable. I had absolutely no issues with the touch screen working with the computer through the dock.

      We have been updating docks to the newest firmware to resolve issues with other equipment, but that hasn’t resolved the Panels connecting through the dock to the computer.

      I find it hard to believe that this is an issue with the docks as the behavior is perfectly consistent across all three models with the common factor being the particular model of ActivPanel. This is further reinforced by the fact we can connect to other Promethean products with the same cables, docks, and computers with out any problems at all.

    • #32360

      Hello Timothy,

      Thank you for your response. Ideally we will need a list of serial numbers of the affected panels so that we can further investigate this issue. We have requested this via email.

      We look forward to hearing from you.

      Kind regards,

      Alex

      Promethean Technical Support

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