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    • #35126
      Pradeep KumarPradeep Kumar
      Participant

      Hi,

      We are one of the oldest users of promethean active boards from 2012 onwards. We are having around 343 active boards installed in our schools in three different generations of the active boards. Now we wanted to upgrade the firmware for the Product: AB078-5YR ( one of the serial numbers C1406120787). Current version of the firmware is: 8.32. The problem what we are facing is, when we use the Google meet, the system get crashed.

    • #35159

      Hi Pradeep,

      Thank you for reaching out.

      Can you please provide some additional details of the issue you are seeing? When you say the system crashes, what exactly happens?  Does the computer shut down? Does the app crash? Do you get any errors?

      What computer are you using and what version of operating system is running?

      It may be worth to check out this support article that addresses an issue with Windows computers.

      If you have any further questions, please provide the above details and the result of using the HID firmware and we can take a closer look.

      Thank you,

      Krista

      Promethean Escalations Team

    • #35169
      Pradeep KumarPradeep Kumar
      Participant

      After starting the Google Meet, the system showed blue screen Error and restart. Below are the details of OS Edition : Windows 10 Pro 64bit
      Version : 21H1

      Current firmware version in the Board is V8.32

    • #35171
      Pradeep KumarPradeep Kumar
      Participant

      Hi, we are using laptops

       

    • #35176

      Hi Pradeep,

      Thank you for those details.

      Please can you review the below support article and install the HID firmware? This should resolve the issue you are seeing with the crashes.

      1779

      Thank you,

      Krista

      Promethean Escalations Team

    • #35193
      Pradeep KumarPradeep Kumar
      Participant

       

      Dear Krista,

      Thank you for your response. We have gone through with 1779 support article even before we sent SOS message to Promethean. But unfortunately Promethean themselves declaring that they are incapable enough to help us in this matter, as we use Windows 10 Ver 1903 and above. We have 31 such kind of boards out of 324 total. Now we fear, all these 31 Promethean boards are become scrap.

    • #35205

      Hi Pradeep,

      Thank you for your response.

      We are sorry this solution did not help with the issue you are seeing.  It may be worth checking out our unsupported driver that has had success where the firmware update fails. Please can you take a look at the community post linked below and follow the steps to install the unsupported driver?

      UPDATE – ActivBoard 100, 300 AB500 Firmware now released

      Please let us know if you have any further questions or issues.

      Thank you,

      Krista

      Promethean Escalations Team

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