Interactive Whiteboards
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    • #18144
      Joseph ShipleyJoseph Shipley

      Did the update yesterday for our AB300 series panel. I can see the cursor and it moves (though off-center with pen). However, now I can’t calibrate the pens. Suggestions?

    • #18162
      Craig PrometheanCraig Promethean

      Hi Joseph,

      Thank you for your post.

      Can I ask which model of ActivBoard you have? To help you find this, please take a look at the below support article:


      Can you also confirm the firmware version you now have running on your board? Is there any interaction?

      Kind regards,




      Promethean Technical Support



    • #18169
      Joseph ShipleyJoseph Shipley

      The panel is the ABV387Pro.

      Under hardware in the ActivManager it shows Firmware V8.12 Build 2.

      However, when I go to calibrate, it asks for touch imput to calibrate, but my screen doesn’t support touch, just the pen.  I don’t see the option for turning off touch in ActivManager under the pen tab.  Just mouse or tablet options.

      The pen is working because I can see it move, it’s just way off from the cursor.

    • #18175

      Hi there,

      That seems to be the wrong firmware for your ActivBoard. Please see this article:


      When it asks you to touch input it will mean with the pen. So after the firmware update when you calibrate use the a known working ActivPen and should allow you to complete the calibration.


      Adem Couper

      Promethean Technical Support

    • #18178

      Hi Justin,


      Just realised that is the new firmware for the bsod 1903 issue. You should still be able to calibrate using  a known working pen. You do not need to change anything on the “pens” tab.


      Promethean Technical Support

    • #18181
      Joseph ShipleyJoseph Shipley

      Seems to be doing the trick.  Hopefully no blue screens.

      Thank you soooooo much.

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