Interactive Whiteboards
  • This topic has 8 replies, 4 voices, and was last updated 4 years ago by Anonymous.
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    • #1526
      pavelpavel
      Participant

      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?

    • #7906
      Anonymous
      Inactive

      Hi Pavel,

      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?

      Thanks,
      Adam
      Promethea Technical Support

    • #7907
      Anonymous
      Inactive
      Hi Adam,
      We use many models of ActivBoard.
      At the moment I can confirm the problem on these ActivBoard models:
      Product Code: ABV378PRO
      Firmware: v8.04 Build 4.
      Product Code: ABV378S300
      Firmware: v8.04 Build 4.
      We always use the last and updated version of Google Chrome – now it is 54.0.2840.71.
    • #7908
      Anonymous
      Inactive

      Hello,

      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.

      Thank you,

      Craig

    • #7909
      Anonymous
      Inactive

      Hello Craig,

      I changed the flag “Enable touch events” to “Automatic”.
      But it did not help to resolve the issue. Chrome still blocks touchscreen fully…

    • #7910
      Anonymous
      Inactive

      I’ve also tried “Enable touch events” to “Enable”. No effect…

    • #7911
      Anonymous
      Inactive

      Hi Pavel,

      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):
      https://promethean.app.box.com/s/d2ci3xg1tp8qp6v8ohp27536nx7abpny

      Instructions for the firmware can be found on this link:
      https://support.prometheanworld.com/article/?kb=1038

      I hope this information helps.

      Thanks,
      Adam
      Promethean Technical Support

    • #7912
      Anonymous
      Inactive

      Thank you, Adam!
      The new firmware helped to solve the issue.

    • #7913
      Anonymous
      Inactive

      Great to hear Pavel!

      Glad that this has helped fix the issue.

      Kind regards,
      Adam
      Promethean Technical Support

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