Interactive Whiteboards
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    • #1479
      Tom13500Tom13500
      Participant

      Hi,

      I am an IT technician for the Marseille Métropole and specifically for the City of Martigues where we had Interactive Whiteboard in quantity in the schools of the town.

      We just migrate part of our fleet in Windows 10 and changed older computers from new who have USB 3.0!

      The problem: on new computers with USB 3.0 ports (and it’s the only thing available), Interactiv Whiteboard had some calibration problem every day and for some several times a day (Interactiv Whiteboard parameter is “Cloning”). Which is extremely exhausting for school teachers who must constantly recalibrate …
      For older computers with USB 2.0 ports, everything works perfectly!

      Before contacting you, we all tried: return to Windows 7 (not good), set in “Extended” (not good), change the driver (not good), update the software (not good) and move the projector (not good).

      We are in trouble and it is clear that the problem is related to the USB 3.0 ports to the Interactiv Whiteboard.

      Can you help us? Do you have any advice? Have you ever had this problem?

      Thanking you in advance for your answer I hope fast,

      Tom

    • #7703
      Anonymous
      Inactive

      Hi Tom and thanks for posting!

      We have seen issues with long USB cables and other issues around USB 3 but calibration issues are not normally an issue?  Can you please confirm the model number of ActivBoard that you have there?

      We usually find that the calibration needing to be repeatedly re-done is caused by a permissions, as the calibration data is saved to the registry of the PC and often non-admin users do not have the permission to write to the registry so we would advise attempting to the calibration on a full admin account and this should go through to all other users on that PC.

      For more information on USB3.0 please see this article:

      https://support.prometheanworld.com/article/?kb=1476

      Please let us know if this helps.

      Kind Regards,
      Paul
      Promethean Technical Support
      (Support Case: 678040)
    • #7704
      Anonymous
      Inactive
      Hi,
      First of all, thank you for your quick response!
      Here, informations you need in a school with the problem:
      1- Teachers can calibrate in administrator mode,
      2. The model of the table: ActivBoard Touch (88 “16:10)
      3- version ActivDriver driver installed: 5.14.14 (we also tested with the 5.11.7)
      4- Firmware version in ActivManager: 5.36 ActivBoard Touch (BTV 2.01)
      5- The USB cable is less than 3m,
      6- connected directly to the computer, even calibration problem,
      9. Only USB 3.0 ports on computers (no USB2.0).

      It’s really a problem with USB 3.0 driver. we will do further tests and come back to you if it works.

      Thank you in advance for your answer,
      Regards,
      Tom
    • #7705
      Anonymous
      Inactive

      Hi Tom,

      Thank you for the details.

      Please let us know if a direct connection using a slightly shorter cable resolves the issue.

      Craig 

    • #7706
      Anonymous
      Inactive

      Hi Craig,

      We have already done this test, we have the same problem.
      We will try to connect the Interactive Whiteboard on another display port like the monitor…

      Tom

    • #7707
      Anonymous
      Inactive

      Hi Tom,

      Thank you for your reply.

      Please could you let us know what you mean by Interactiv Whiteboard parameter is “Cloning”, is this in reference to the projector being set to cloned mode?
      Please could you check to see if you have installed all available updates for your motherboard chipset and Windows updates to see if this helps. 
      Is the user just loosing calibration throughout the day? 
      What exactly happens when they start to experience issues?

      Thanks,
      Adam
      Promethean Technical Support

    • #7708
      Anonymous
      Inactive

      Hi Adam,

      The clone mode is on the computer (same screen computer —> projector).
      I installed all available updates for the motherboard chipset, USB driver and update BIOS…same trouble 🙁

      Users lose calibration one or several times a day. It’s quite surprising, it looks like a data loss between the interactive whiteboard and computer. As before there was a loss of connection so calibration loss.

      the trouble is simply that users lose their calibration on USB 3.0 port only. For USB 2.0 it’s ok.
      But we don’t have USB 2.0 on new computers.

      Tom

    • #7709
      Anonymous
      Inactive

      Hi Tom,

      Thank you for your reply.

      One thing you could try to do is using a USB hub (which has USB 2 ports), that will then restrict your USB ports on the computer to be a USB 2 input. 

      I hope this helps.
      Kind regards,
      Adam
      Promethean Technical Support

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