- This topic has 8 replies, 4 voices, and was last updated 4 years, 11 months ago by Anonymous.
October 27, 2016 at 7:32 am #1526pavelParticipant
When I use an interactive whiteboard with pen before launching Google Chrome it stops working after it launches.
This problem was appeared about a week ago and still remain.
If I unplug the USB-cable and plug-in it back while Google Chrome is opened, the board won’t turn on (and only restarting the computer helps to turn the board on).
But if I unplug the USB-cable and relaunch Google Chrome and after that plug-in the cable back, it will work.
Is it possible to fix this issue?
October 27, 2016 at 8:56 am #7906AnonymousInactive
Thank you for posting and giving this information,
Please could you let us know what model of ActivBoard you are using (not including serial number)?
Please could you also let us know the current firmware version shown listed within ActivManager Control Panel?
What version is Google Chrome currently running?
Promethea Technical Support
October 27, 2016 at 11:25 am #7907AnonymousInactiveHi Adam,We use many models of ActivBoard.At the moment I can confirm the problem on these ActivBoard models:Product Code: ABV378PROFirmware: v8.04 Build 4.Product Code: ABV378S300Firmware: v8.04 Build 4.We always use the last and updated version of Google Chrome – now it is 54.0.2840.71.
October 27, 2016 at 2:36 pm #7908AnonymousInactive
Can I ask if you are using Chrome> If so please type chrome://flags/ into Chrome and enable touch features.
This may resolve the issue.
October 28, 2016 at 10:33 am #7909AnonymousInactive
I changed the flag “Enable touch events” to “Automatic”.
But it did not help to resolve the issue. Chrome still blocks touchscreen fully…
October 31, 2016 at 6:45 am #7910AnonymousInactive
I’ve also tried “Enable touch events” to “Enable”. No effect…
October 31, 2016 at 6:58 am #7911AnonymousInactive
It seems that Google Chrome has updated recently which is causing issues with this model of ActivBoard and older firmware (information on this can be seen on this post: https://community.prometheanworld.com/en/discussion/7001247/widespread-outages-on-mac-10-11#latest)
Please could you try updating the firmware from the below link which is designed specifically for the 378 ActivBoard (both Pro and Standard models):
Instructions for the firmware can be found on this link:
I hope this information helps.
Promethean Technical Support
November 1, 2016 at 1:34 pm #7912AnonymousInactive
Thank you, Adam!
The new firmware helped to solve the issue.
November 1, 2016 at 1:37 pm #7913AnonymousInactive
Great to hear Pavel!
Glad that this has helped fix the issue.
Promethean Technical Support
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