- This topic has 5 replies, 4 voices, and was last updated 5 years, 7 months ago by Anonymous.
April 23, 2015 at 1:45 pm #577Michelle McSwiganParticipant
After using my board for about 6 years, last week it just started spiking. It’s intermittent and seems to happen more often in a particular spot on the board. Here are my current board stats:
Model AVB378 E100
ActivHub Firmware V5.11 Build 4; Driver V22.214.171.124
ActivBoard Firmware V8.04 Build 4;
ActivSlate Driver V126.96.36.199
ActivInspire Professional Edition 2.3.65940
Windows 7 Professional Service Pack 1
I’ve tried simple fixes, unplugging the board, switching pens and trying new flip charts. No luck. In my quick Google searches it might be a driver issue. If it is a driver issue, where can I find them and any tips during installation – like how to make sure my board and computer find each other again. Any help is appreciated. Thanks.
April 23, 2015 at 8:25 pm #4601AnonymousInactive
ActivDriver can be downloaded from Article 10902 on our Knowledgebase, if needed.
After installing that
driver, you may be prompted to re-boot the computer; the board should be
recognized by the ActivManager installed on the computer after the updated
driver loads. You will then have the
ability to calibrate the ben input at the board; after calibrating, do you see any
change in the interactions made at that board with pens?
If the USB connection from the computer to the board uses
any additional hardware (e.g. an extension cable, a booster or other adapter,
or a wallbox), please instead connect directly from the computer to the board
using only a single length of A-to-B USB cable running from a USB port on the
computer to the behind the board’s upper left corner. Does connecting to
the board’s electronics in this manner affect the interactions made at that
If not, please contact
our Technical Support Team with the board’s serial number, so its warranty
coverage can be verified.
(Support Case 00522099)
April 24, 2015 at 11:51 am #4602AnonymousInactive
Jarrad, thanks for the reply. Do I need to update the ActivHub and/or ActivBoard firmware too?
April 24, 2015 at 8:27 pm #4603AnonymousInactive
If the ActivHub is used in making a wireless connection to the board, then I would suggest doing so according to the instructions in Article 10421 on our Knowledgebase. If not, then I would leave it as is; it should have no effect on this particular issue, if that is the case.
If the direct connection described above does not affect the behavior at the board, I would recommend contacting technical support, as they may be able to provide a firmware update for that board to help correct that behavior, and assist you in applying that file to the board.
(Support Case 00522099)
April 27, 2015 at 8:36 pm #4604AnonymousInactive
Jarrad, thanks for all of the help. We’ve successfully updated the hub and we think we’ve figured out the issue.
I was recently given a new contactless/proximity badge to gain entry into my building. I wear it around my neck on a lanyard. When I reach up to the top of my board, the badge touches (or gets close to) the board. This is when the spiking occurs. I’m guessing something in my badge is interfering with the board. This would also explain why the spiking was so intermittent. Thanks again.
April 28, 2015 at 5:18 pm #4605AnonymousInactive
Thanks for letting us know. That makes sense- your model board and pens work with a passive electromagnetic technology, and some ID badges use similar technology; probably the board is picking that up and not knowing what to do with the input.
It’s often hard to identify those types of little environmental factors, so thank you for being attentive to catch that and again also for letting us know.
- You must be logged in to reply to this topic.
- Release notes for ActivConnect OPS-G v2.4.4 (released 16 October 2020)
- Release Notes for ActivPanel Elements Series v4.2.0 (released 30 September 2020)
- Release notes for myPromethean portal 1.3.1 (released 18 August 2020)
- Release notes for ClassFlow v6.12 (released 15 August 2020 for US / 21 August 2020 globally)
- Release Notes for myPromethean Portal 1.3 (released 23 July 2020)