Accessories
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    • #17644
      kclarkadpikclarkadpi
      Participant

      I have an ActivBoard 10 touch 88″ board with projector.  I was advised by you guys last year to purchase an ActivPen in order to use the “page zoom with pen” function on my board.  I bought one and it worked great for over a year…..UNTIL…

      About a month ago, the ActivPen is no longer working with the board.  I tried a friend’s Activpen and hers doesn’t work either.  I have all the latest software, drivers, and firmware, and all settings are exactly the same as they were when it WAS working a month ago.

      I can occasionally get the pen to work on page zoom but it makes the image smaller rather than larger, which is totally counterproductive.  PLEASE help!  My local promethean distributor has never heard of using the Activpen on my board (even though I told them you guys told me to get it…and it DID work for a year!), and my school tech department won’t help me on this.

      Thanks in advance!!

      Kelly

    • #17656

      Hi kclarkadpi,

      Thanks for posting.

      Can you help to confirm what versions of the below are installed on your computer:

      -ActivDriver
      -ActivInspire
      -Firmware version (found in ActivManager Control Panel with the ActivBoard connected)

      Have you tried to bind the digital pen again to the ActivBoard?
      Can you confirm the same digital pen is in use? A photo can be seen on the article linked above.

      The Page Zoom with Pen should zoom in towards text/objects on the flipchart when you press and hold, are you saying that this is zooming out when you are able to use the pen?

      To Zoom out, it should require being held in place and the button being pressed.

      I hope this helps.

      Thanks

      Adam

      Promethean Support

       

    • #17664
      kclarkadpikclarkadpi
      Participant

      yes it’s the same digital pen (Activpen 2), and I have tried to bind it, as well as update everything.  It says “pen added”.

      activdriver: 5.17.13

      Activinspire: 2.17.68075

      firmware: 6.3.50.28

       

      yes, i’m saying its zooming out.  WHEN it works.  Most of the time, I am not able to even select a tool with the pen.  Dual mode (activpen AND touch) is still set.

       

    • #17767

      Hi Kelly,

      Sorry for the delay in responding.

      I’m currently investigating this issue with our second level team and will get back in touch once I have an update.

      Many thanks

      Adam

      Promethean Support

    • #17786

      Hi Kelly,

      Please can you help to confirm the OS of your computer?

      Many thanks,

      Adam

      Promethean Support

    • #17798
      kclarkadpikclarkadpi
      Participant

      Windows 10 64 bit

    • #17800

      Hi Kelly,

      Thanks for this.

      As soon as I have an update i will let you know.

       

      Kind regards,

      Adam

      Promethean SUpport

       

    • #17947

      Hi Kelly,

      Apologies for the delay in responding whilst we’ve been looking in to this issue.

      Are you still having issues with this or has this started to work?

      Kind regards,

      Adam

      Promethean Support

    • #17949
      kclarkadpikclarkadpi
      Participant

      Same issue still persists

    • #17950

      Hi Kelly,

      Thanks for letting us know.

      We suspect this may be the battery that may be the issue. Have you tried to replace this inside the Digital Pen?

      If so, at any point when you tried using this feature did the mouse cursor buttons change between left and right click at all?

      Many thanks,

      Adam

      Promethean Technical Support

    • #17951
      kclarkadpikclarkadpi
      Participant

      Yes the battery has been changed. Several times. In an effort to fix the problem. And no the buttons do not change it from left to right. The button only makes it a right click

    • #18035

      Hi Kelly,

      Thanks for your reply.

      I’ve not been able to replicate this issue, although I’ve noticed the ActivDriver version you have is slightly outdated, we’re currently on 5.18.12, could you update and let us know if the same issue occurs?

      When you tested the other digital pen, was this added to the ActivManager via the ‘add pens’ button?

      If you use the same laptop on another ActivBoard that is working with no issues and go to use this feature, does the same issue occur?

      Kind regards,
      Adam

      Promethean Support

    • #18041
      kclarkadpikclarkadpi
      Participant

      I purchased a new computer to run my board and now it works just fine. So it must’ve been something within the computer or the software, I’m not sure. When I first started trying to resolve this issue the driver and the firmware were completely updated to the most current addition. So for now it’s working on the new computer. Thanks for your research

    • #18042

      Hi Kelly,

      Glad to hear that this is all working.

      Definitely a strange issue that was being experienced. We’ll keep an eye out for any future reports.

      Much appreciated for your time and patience.

      Thanks

      Adam

      Promethean Support

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