[Anonymous]

I’ve moved into a room that has an ActivBoard. I plugged the board into my computer using a USB cable, and the video connected without any issues. My pen is not recognized when I hover it over the white flames in the top left of the board. I do not have another pen to eliminate the pen being an issue. However I not sure what to look for to verify to see if the computer is truly recognizing the response from the board. Please help!

[Anonymous]

Hi mrich1911,

The computer needs to have the ActivDriver installed in order to use the pens on the board.  Here is the link to the ActivDriver https://support.prometheanworld.com/product/activdriver.
If you already have the ActivDriver installed you may need to update the driver.  You can use the above link.

When you install/update the driver make sure the USB cable that goes to the board is unplugged from your computer.

If you are still having an issue with the board, please provide the model number of the board so we can provide next steps.

Thank you,
Pam

[Anonymous]

Still not working after installing the driver. ?The board product code: PRM-AB2-02 

[Anonymous]

Hi Mrich1911,

When you plug the USB cable from the board into the computer does the ActivManager show the board listed?
You can find the ActivManager on a Windows computer in the lower right corner under icons,  on a MAC it is in the upper right corner of the computer screen.  If the icon has a red X, try a shorter USB cable that goes from the board to the computer to see if it connects.
If it does show a connection, what is the firmware on the board?
Please let us know the OS of the computer that you are connecting to the board.

Thank you,
Pam

[Anonymous]

The OS that I’m using is Windows 10 and firmware v3.66 build 1. When I hover over the icon, it does recognize that 1 device is found.

[Anonymous]

Which Pens are being used with this board?

Our version 3 Pen:

Or our version 4 Pens for second-generations boards:

If neither of these are the pens being used, please test the board with one of the above pens; those above pens are the only ones compatible with the model of board with the version of firmware stated as being read by the ActivManager.  If you are using the version 4 pens described above, you will require an additional firmware upgrade; that upgrade is available on our support website in Article 1030.

[Anonymous]

I’m using the version 3 pen. Not sure if my media specialist has the other pen (if it makes a difference).

[Anonymous]

Hi mrich1911,

Thanks for your reply.

You’ll be using the correct pens for your model of ActivBoard and this should be detected when the pen is placed on the surface of the ActivBoard.
I’d recommend testing another ActivPen of the same model (not the other pen) to ensure that the fault is relating to the pen or the ActivBoard.
When testing another pen, you may need to calibrate the ActivBoard. 

I hope this information helps.

Kind regards,
Adam
Promethean Technical Support

[Anonymous]

I tried my co-worker’s pen and my board works like a charm! Thank you for your support and I am ready to get the party started! 🙂

[Anonymous]

Hi mrich1911,

Glad to hear that the ActivBoard is working with your co-worker’s pen.

If you need any further help please do not hesitate to get in touch.

Kind regards,
Adam
Promethean Technical Support

[Brian Wilson]

My pen seems to work just fine on my Promethean Board with everything until I open up Google Chrome with it.  The pen works for a couple seconds and then nothing.  I then have to restart my laptop, and then it seems to work fine again, until I try opening the web browser.  I followed the link above (https://support.prometheanworld.com/product/activdriver), and I downloaded the 64-bit Windows driver.

I am not a computer guy, but I do know that Adobe Flash Player is/has shut down, and this seems to be connected, because until today, everything had been working smoothly. Attached below are my device specifications. My Promethean Hardware specs are: Description ActivBoard   Firmware V8.04 Build 0   Connection USB  Driver Version V 5.8.46.3  ID 1   . Is there a way around the Flash Player shut down if that is in fact the issue?  Thanks for the help.

[Brian Wilson]

 

[James Promethean]

Hi Brian,

Thanks for your post.

We have found this issue to be related to the latest version of Google Chrome.

Although Flash has been shutdown as you say, we would not expect this to affect interaction on the Board.

There are a few things we can suggest to help fix this issue:

1. Ensure you are running the latest version of ActivManager (5.18.19)
2. Update the firmware of your Board as per the support article 1779 making sure you know the model and size of your Board first. If you are not sure what exact model you have, please provide the serial number of the Board so that we can identify it for you. Article 1088 will help you locate the sticker for the serial number.

We look forward to hearing back from you.

 

Kind regards,

James

Promethean Technical Support

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