Interactive Whiteboards
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    • #19147
      Pierre GagnonPierre Gagnon
      Participant

      Hello,

      We’ve been deploying firmwares on 300 series whiteboards directly through USB cable we have noticed something strange when using an ActviHub afterwards : the version does not match the one we have uploaded to the whiteboard?

      As an example : 8.12b2 deployed via an USB cable and ActviHub reports it as 8.0x.x

      We tried to upgrade it with the ActivHub and it reports that latest version version is already installed.

      If we select the whiteboard, a .RF file is asked when trying to update it. Where do we find those RF files?

      Thank you for your time and support!

    • #19148
      Pierre GagnonPierre Gagnon
      Participant

      Added info :

      When connected directly through USB, we can’t calibrate by hovering the pen on the logo and we have to calibrate via the ActivMgr systray icon

      Through ActivHub, we’re able to calibrate by hovering the pen

      So we’re wondering if two controller are present on whiteboards series 300 and if we need to upgrade both

      Because we’re still having BSOD on computers using ActivHub and Windows 10 1903 and 1909 even if the firmware is up-to-date

    • #19161

      Hi Pierre,

      Thanks for your posts.

      Once upgrading to the HID firmware, this will result in calibration only being able to be completed via the ActivManager Calibration option and not hovering over the flame.

      Are you trying to connect to your ActivBoards using the ActivHub and a wireless connection?

      Can you confirm what ActivDriver version you have installed?

      We haven’t had any reports of blue screen errors occurring once the HID firmware has been applied to ActivBoard 300 series.

      When you get the blue screen error appear, can you confirm what the error that you receive is? (Along with FW version of ActivHub and driver version used)

      Thanks

      Adam

      Promethean Support

       

    • #19175
      Pierre GagnonPierre Gagnon
      Participant

      Hello Adam,

      We know that we loose the capability of calibrating after the firmware upgrade, it’s just strange that when we’re using the wireless connection through ActivHub version 5.13.0, we’re still able to calibrate directly from the flame, even though the firmwware has just been  upgraded to 8.12b2 with a direct connection.

      If we connect it directly (USB), the flame won’t start the calibration process; on the same board, while on wireless, we can calibrate by using the flame…

      ActivHub : 5.13.0

      Drivers version 5.17.13 (64 bits)  (tried 5.18.16 and 5.18.18, without success)

      WinDBG reports ActivHIDmini.sys as the culprit (IRQL_NOT_LESS_OR_EQUAL) :

       

      We’ve got really strange behavior as well with recently upgraded ActivBoard 300 series to version 8.12b2 (with drivers v5.18.16). Some computers can’t detect the board, or will detect it but after a while and just reporting USB, no model, no firmware :

      An other computer connected on the board, will detects it but we need to downgrade it to be detectable on the computer that has the problem initially

      I know it’s a lot of information given at the same time, but we’re troubleshooting several problems on multiple levels hoping to pinpoint the common problem and find a working solution.

      But back to the initial problem : we’re having BSOD on french canadian Windows 1903 and up, with drivers 5.17.13, firmware ranging from 8.10b7 (for 378) to 8.12.2 (HID)

      After the firmware upgrade, the only working driver is the 5.17.13

      Several computers won’t detect the board after an upgrade, the only solution is to downgrade it; but BSOD are still occurring.

      Your input will be surely appreciated, thank you for your time!

      P.S. Sorry for my poor English as I’m a french speaking person

      P.P.S. I didn’t find an exclusion list for antiviruses for your software, do you have any suggestions?

    • #32133
      Craig PrometheanCraig Promethean
      Moderator

      Hello

      Thank you for your post.

      We have spoken to our Second Level Support team regarding the issue. They have advised that what you are seeing is normal, please refer to the below support article:

      1779

      Also, the ActivDriver will not be needed anymore as you are using the Windows HID drivers.

      Thank you,

      Craig

    • #32134
      Craig PrometheanCraig Promethean
      Moderator

      Hello

      Thank you for your post.

      We have spoken to our Second Level Support team regarding the issue. They have advised that what you are seeing is normal, please refer to the below support article:

      1779

      Also, the ActivDriver will not be needed anymore as you are using the Windows HID drivers.

      Thank you,

      Craig

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