March 18, 2021 at 5:11 am #32919Idaliz ramos estradaParticipant
I have problems using the screen share application, it does not connect and after many attempts where it does not allow me to enter the waiting room I get the panel id error message, but the number is written correctly. What do you recommend me ?
March 18, 2021 at 2:51 pm #32932Paul MartinParticipant
I am having the same issue today with it not discovering the panel. yesterday it would discover the panel and you could enter the waiting room from the client but it never showed up in the panel waiting room. after about 10 seconds on the client app it would kick you out.
March 18, 2021 at 3:30 pm #32933Sarah SimonParticipant
We had the issue yesterday, continue to have it today. Have tried everything they have told us to do, have tried to troubleshoot as much as possible. It is affecting all 24 of our Nickel Active panels at 2 different campuses.
March 19, 2021 at 2:09 pm #32955
We are having the same issue with one of our panels as well. It was working perfectly fine since we installed it in October. It just all the sudden stopped working, giving the “panel ID error” message every time we tried connecting to it. I updated the panel to the latest version and downloaded and installed the latest version of the Screen Share app as well. I also power cycled both the panel and the PC and checked their internet connections. Everything looks right but we just cannot connect to it anymore.
Someone please reply with a resolution for this.
March 22, 2021 at 1:55 pm #32981Craig PrometheanModerator
We have had an issue with Screen Share recently. The good news is that it has now been resolved.
Our product teams have been investigating the Screen Share issues that have reported and have made some internal changes to the server which now resolves the connection issue with Screen Share.
If you do have any further issues, please do not hesitate to get in touch.
September 23, 2021 at 2:37 pm #34704
It looks like this issue has come back after the latest update. As of now it is randomly appearing for our user community. Updating to the latest version of share screen does not resolve the issue. Please advise.
September 23, 2021 at 2:47 pm #34705
Ditto. I have multiple users reporting today that they are getting various errors when trying to connect, including “transport error.” Please resolve ASAP as these users DO NOT have any alternative way to connect to these boards.
September 23, 2021 at 2:55 pm #34706Sarah SimonParticipant
When our users rebooted their machines, this problem seemed to solve itself.
September 24, 2021 at 1:17 pm #34722
Issue Resolved. Just installing the new Share Screen app on Windows machine does not resolve the issue. Unistall the old version and then install the new version.
September 24, 2021 at 1:34 pm #34723
Glad to hear that helped you out. We do fresh images yearly with the most recent application versions. This still occurred with our users despite this. It’s intermittent and decides to show up at the most inopportune times.
November 8, 2021 at 8:23 pm #35399Renee JordanParticipant
We are having the same issue with two of our panels as well. It was working perfectly fine first period this morning. It just all the sudden stopped working, giving the “panel ID error” message every time we tried connecting to it. I have also updated the panel to the latest version, downloaded and installed the latest version of the Screen Share app, and updated the computer as well. I also power cycled both the panel and the PC and checked their internet connections. Everything looks right but we just cannot connect to it anymore. What do I need to do? Thanks for the help!
November 8, 2021 at 9:39 pm #35404
Renee, we are having the same issue. I have logged a ticket with Promethean support. I followed the same steps as you so that confirmed the issue. I have logged a ticket with Promethean support.
November 9, 2021 at 12:29 pm #35419Paul PrometheanModerator
Apologies we appear to have an outage at the moment but we are looking into this and are hopeful that everything will be back up shortly.
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