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    • #1445
      jjonesjjones
      Participant

      The flame changes colors when the teacher pens hover over the board, but the pens don’t actually write on the board. 

    • #7466
      Anonymous
      Inactive

      Hi,

      Please try to calibrate the board – does that work?
      Also try with another pen of the same model.

      If the issue still persists, please provide us the product code of the ActivBoard (NOT THE SERIAL NUMBER).

      Thank you

      Miguel

    • #7467
      Anonymous
      Inactive

      My pen is not connecting with the board. My pen is changing the red flame to blue but remains blue and does not offer calibration.
      Firmware?

    • #7468
      Anonymous
      Inactive

      Product code: ABV595PRO

    • #7469
      Anonymous
      Inactive

      I have the same problem with one of our boards. My computer works fine on our others, but the pen won’t work on one of them. Flame symbol remains red and turns blue when you hover with the pen to calibrate. product code on mine is ABV378PRO.

    • #7470
      Anonymous
      Inactive

      Hi both,

      When the flame is red, this usually means that the connection (over USB) is not detected by the computer.
      Please can you check the current cabling.
      Preferably, we would recommend bypassing any wallboxes, connectivity panels or cable extensions that are in use, and connect directly to the ActivBoard.
      Please connect to the USB hub where the 3 meter USB cable is shown on the below diagram for the 500series ActivBoard:
      https://support.prometheanworld.com/article/?kb=1086

      I hope this helps.

      Kind regards,
      Adam
      Promethean Technical Support
      Case 679710

    • #7471
      Anonymous
      Inactive

      I apologize for my late response. I followed your instructions. Sound works on the board and the red flame will turn to blue with the pen, so I know that the USB cable is working. My pen still does not want to calibrate.

      The only change made from the it was working has been a new computer. Active Inspire was loaded via your website.

      Thanks

      John

    • #7472
      Anonymous
      Inactive

      Hi caverlj,

      The issue is you have no connection. Your computer does not see the ActivBoard connected (indicated by the red LED). 

      Can you please ensure you have the very latest driver installed (5.12.21). The latest driver can be downloaded from the below link: 

      https://support.prometheanworld.com/product/activdriver

      Note: The current driver will need to be removed prior to installing the latest and the USB cable will need to removed. 

      I know the LED flame changes colour but the USB cable can still be causing the issue, iff possible please try a known working cable. 

      Please let us know the results.

      Craig 

    • #7473
      Anonymous
      Inactive

      Thank you for the reply, Miguel. I’ve done that. In fact, I’ve tried several different pens of the same model on my board as well as taking my pens to a coworkers board to try and neither thing worked. 

    • #7474
      Anonymous
      Inactive

      Hi jjones

      Thank you for your reply.

      With regard to the issue raised, please can you let us know the model of the product you are using (excluding serial number)? 
      What colour is the flame?
      If you connect direct to the ActivBoard using USB bypassing any wallboxes, connectivity panels, or faceplates does this help?
      If your ActivBoard has built in speakers, does sound play through the speakers?

      Please can you also let us know what operating system and version of ActivDriver installed?
      To find the version of driver being used, please refer to the below article:
      https://support.prometheanworld.com/article/?kb=1012

      Thanks,
      Adam
      Promethean Technical Support

    • #7475
      Anonymous
      Inactive

      Hi Adam,

      I am having the same problem, could you help me please?

      I have tried with another pen from another classroom and it works straight away so I think the issue I am having is with the pen.

      Product code: PRM-AB2-01
      The flame is white.

      Regards,

    • #7476
      Anonymous
      Inactive

      Hello aga,

      If a known working ActivPen resolves the issue this would confirm your ActivPen is faulty and needs to be replaced. The ActivPen has 12 months warranty, from the model of ActivBoard you have it is unlikely that is it still covered under the warranty. 

      You will need to speak to a Promethean reseller to purchase a replacement. 

      Please let us know if you need any further support.

      Craig 

    • #7477
      Anonymous
      Inactive
    • #7478
      Anonymous
      Inactive

      Hi aga,

      Note that we don’t deal with Amazon sellers, therefore we cannot confirm if they are reliable or not.
      However the picture of the product does show the ActivPen3 which is the correct model for your ActivBoard.

      If in doubt please contact the company where the ActivBoard was purchased from.

      Thank you

      Miguel
      Promethean Technical Support

    • #7479
      Anonymous
      Inactive

      Hi everbody
      I have a problem with my Promethean active pen , suddenly the active pen stop working  . i tried many other active pens and it is working correctly on the same board . and i tried my pen with other board but still not working.  My active pen is out of date ( expired ) .
      What can i do ? 

    • #7480
      Anonymous
      Inactive

      Hi aga,

      Note that we don’t deal with Amazon sellers, therefore we cannot confirm if they are reliable or not.
      However the picture of the product does show the ActivPen3 which is the correct model for your ActivBoard.

      If in doubt please contact the company where the ActivBoard was purchased from.

      Thank you

      Miguel
      Promethean Technical Support

      Thanks Miguel, I ordered one from Amazon and I trusted the reviews… lets see how it goes

    • #7481
      Anonymous
      Inactive

      Ahmed said:

      Hi everbody
      I have a problem with my Promethean active pen , suddenly the active pen stop working  . i tried many other active pens and it is working correctly on the same board . and i tried my pen with other board but still not working.  My active pen is out of date ( expired ) .
      What can i do ? 

      I have ordered this from Amazon: https://www.amazon.co.uk/Promethean-Activpen-3-stylus-pens/dp/B003B4VGC8/ref=sr_1_1?s=computers&ie=UTF8&qid=1487251301&sr=1-1&keywords=Activpen

    • #7482
      Anonymous
      Inactive

      at my school the light at the top left is not even on, and the pens will not work on the board. We can still use the board to show things though, we just cant use the pens :/

    • #7483
      Anonymous
      Inactive

      Answer me please, our school doesn’t have very much money, we need to figure it out. We cant afford to buy a whole new board. :'( :'( :'( :s

    • #7484
      Anonymous
      Inactive

      Is my board ove.

    • #7485
      Anonymous
      Inactive

      no nevermind

    • #7486
      Anonymous
      Inactive

      Hello yourmom,

      What version of the ActivDriver do you have installed? https://support.prometheanworld.com/article/?kb=1012

      Many times when the ActivDriver is not installed this will result in the flame not being lit. 

      What model of ActivBoard are you using? This article will help locate that information https://support.prometheanworld.com/article/?kb=1088

      How are you connected to the board? There should be a USB cable going from the computer to the board. Please ensure that this is properly connected. If you have the correct ActivDriver installed, please test with a single length of USB cable not longer than 9 feet. 

      Thanks
      Michael
      Promethean Support

    • #7487
      Anonymous
      Inactive

      yourmom said:

      Answer me please, our school doesn’t have very much money, we need to figure it out. We cant afford to buy a whole new board. :'( :'( :'( :s

      I would say also update the USB drivers.

      Based in my experience I would check:

      – Power is on (try with other power adaptors from another board if you are not sure)
      – Check that the USB cable is plugged properly.

      If that’s ok:

      – Make sure you have the proper USB drivers installed (most of the times for me from Intel).

      And like Michael suggest:

      – Be sure you have the correct ActivDriver isntalled.

    • #7488
      Anonymous
      Inactive

      Hey,
      I am the IT manager of a school and two of our classrooms are using this particular board while the others are using some modern ones.
      I am having issues with two boards. The one was in use the whole year with no issues and the other one was just a back up and was stored and used in case of emergency (presentations etc)

      The problem is that the Pen works when it comes to movement but fails when it comes to clicking. The movement is recognisable by the board and the computer meaning that i can see the cursor moving on windows but whenever I left click it fails. The flame icon is always pinkish and whenever I try to calibrate it it becomes blue and doesn’t work. What I have done thus far?
      1)Of course I’ve been using the latest official drivers for my boards
      2) Tried second pen , didn’t work
      3)Tried an alternative power plug with an other cable just in case there was some power fail, didn’t work
      4) Tried an other laptop and a desktop, didn’t work
      5) Tried a second usb cable from the board to the computers, didn’t work
      6)Tried the back up board ,didn’t work on either pen / power cord / laptop
      7)Tried an other power/outlet strip 

      Seriously is it possible that something went terribly bad with the latest drivers? Am in despair 

    • #7489
      Anonymous
      Inactive

      For this instance, @telumetar, we would want to confirm some things:

      • The model of ActivBoard to which the computers are being connected
      • The version of ActivDriver installed on those computers
      • Whether or not any hardware was recognized by the computer while connected to the Boards over USB.
      • If the Boards were detected, what version of firmware is listed in the ActivManager’s Control Panel with the Boards? 
      • If the USB
        connection in place between the computer and the Panel uses any additional
        hardware (e.g. an extension cable or booster, a wallbox, an external USB hub or
        docking station), please instead try making a direct connection between the
        computer and the USB port on the board using only a single 3m (or shorter) length of A-to-B USB
        cable.  While connecting in this manner, is the ActivBoard recognized by
        the computer and are you able to calibrate?

    • #7490
      Anonymous
      Inactive

      We have had the same problem recently. (pen can change the color of the flame, but not activate the calibration).  We have solved the problem by inserting a HUB reducing the USB3 port to an USB2.

    • #7491
      Anonymous
      Inactive

      Hi EvaDanielsen,

      Thank you for your input!

      Miguel
      Promethean Technical Support

    • #7492
      Anonymous
      Inactive

      Hello,
      Sorry for the delayed post but I was absent from school the past few days.
      Anyway let me answer your questions one by one
      1) Both of the boards are the 2nd generation activeboards (those with the rounded corners). I can give you product codes and serial numbers for both of them ofcourse if asked.
      2)Activboard driver on both computers is V8.04 Build 4 (usb() V 5.8.46.3 , which is the latest one I suppose
      3)Yes whenever I plugin a cable it is recognisable by the computer
      4) Version 5.16.5
      5)The usb cable is less than 3m and no extention is used . In fact I’ve used two different cables for this purpose on two different computers but didn’t work.

      Oh and I followed Eva’s suggestion and didn’t work either on usb 2 or 3 

    • #7493
      Anonymous
      Inactive

      Hi telumetar,

      Thank you for your response.

      Note that firmware 8.04 is not for 2nd generation boards, it seems you may have a 100 or 300 series board.

      Please upgrade the firmware using the appropriate file in the link below:

      https://support.prometheanworld.com/article/?kb=1038

      Please let us know the outcome.

      Thank you

      Miguel
      Promethean Technical Support

    • #7494
      Anonymous
      Inactive


      This is the picture of the first board’s info. I noticed that at the product code ends in 64E100 while on the second is pretty much the same besides the 64 which is 78 “78E100” . I think that this stands for the number of inches thats why I thought that my board is the 2nd generation one and not the 100. 
      I deleted the old drivers though , installed the drivers for the 100 board 64 bit version , I upgraded the firmware but nothing happened except that instead of turning just blue when it comes to the flame it occasionally becomes cyan as well . Should i reinstall the drivers of the 2nd generation and upgrade firmware ? 

    • #7495
      Anonymous
      Inactive

    • #7496
      Anonymous
      Inactive

      Hi,

      Thanks for this information.

      If you are still experiencing issues after the firmware upgrade of the ActivBoard has been done then this could indicate a possible issue with the electronics on the ActivBoard.
      I noticed from your previous comments that you had tried another ActivPen, I wanted to double check that this was a known working ActivPen? 
      If you have ActivBoard 300/500 series in the school, you can use one of these ActivPens on this model of ActivBoard and try to calibrate.
      I hope this information helps.

      Kind regards,
      Adam
      Promethean Technical Support

    • #7497
      Anonymous
      Inactive

      I am going to try what you said .
      The other pen was definitely working a couple of months ago. Any suggestion would be helpful since I currently can’t afford to buy two new boards. We are using 5 more Activboards those with the orange/grey pen, don’t know the model but this is it: https://img.misco.eu/resources/images/products//100/PMN/AC/ACTIVPEN3-1/ACTIVPEN3-1_3_500x500.jpg
      Should i try it ? 
      Finally in the site that you linked me https://support.prometheanworld.com/article/?kb=1038 a 78″ board is mentioned but the thing is that the other board the same one as the 78″ that faces the same problem is 64″ long and there is no driver for it or at least it is not mentioned

    • #7498
      Anonymous
      Inactive

      Hi,

      The Activpen 3(grey and orange) will work with the Second Generation board, but not with the E100, 300 and 500’s Promethean Activboards.
      If you have E100 boards 78″ and 64″, you will need a complete different pen.
      The pen for those boards is the Activpen 4(solid dark grey).
      In reference to Article 1038 https://support.prometheanworld.com/article/?kb=1038 you can use the same file as the 78″ on your 64″ activboard.
      Please let us know if you have additional questions.

      Thank You,
      Noel,
      Promethean Technical Support

    • #7499
      Anonymous
      Inactive

      I installed again after removing the drivers once more and then I upgraded the firmware. Nothing changed. Used both boards, used both pens, used 2 different computers. Can both of them be damaged? I also attached a picture of the current firmware & version information 

    • #7500
      Anonymous
      Inactive

      Hi telumetar,

      Have you tried known working ActivPens, not the grey and orange ones?

      If you have not got any spare, I would recommend purchasing a replacement as I think this may help resolve this issue. 
      Alternatively, if you re-seat the pen nib, does this help?

      Kind regards,
      Adam
      Promethean Technical Support

    • #7501
      Anonymous
      Inactive

      I tried to re-seat the nib but didn’t work. I am planning to buy a replacement but I doubt that this is going to be the solution to my issue. I am going to try it nevertheless

    • #7502
      Anonymous
      Inactive

      Hi telumetar,

      Please let us know how you get on.

      Thank you

      Miguel
      Promethean Technical Support

    • #7503
      Anonymous
      Inactive

      My pens don’t work as well. I have done the updates and still can’t calibrate.

    • #7504
      Anonymous
      Inactive

      Hi randyruth,

      Thanks for posting, what model of ActivBoard are you using? 
      Please can you let us know which updates you have done? 
      When you attempt to calibrate what happens? Does the LED of the flame in the top left corner (for ActivBoard 2nd gen/300/500 series) change colour when the pen touches the surface of the ActivBoard?

      Thanks,
      Adam
      Promethean Technical Support

    • #7505
      Anonymous
      Inactive

      Hello everyone

      On my internship we use a promethean activboard…. and a few times the board totally stops working. The flame in the top left turns red but does turn blue when the pen connects with the board but nothing happens on the pc. We need help quick 

    • #7506
      Anonymous
      Inactive

      Hi Anaklymos1998 ,

      Please confirm the model of the board (NOT the serial number) and firmware version.

      Thank you

      Miguel
      Promethean Technical Support

    • #7507
      Anonymous
      Inactive

      Well ,the new pens arrived 2 days ago and now it works like charm. Pretty strange that both pens broke down simultaneously 

    • #7508
      Anonymous
      Inactive

      Hi we have an activboard product code ABV378PRO, using activdriver V8.10Build7
      Cannot callibrate the pen, the flame icon on board changes from pinkish white  to blue when the pen touches the board in certain areas but doesn’t recognise it when trying to click on the Xs on callibration mode. Using the grey battery free pen.
      Tried unplugging and turning everything off, but when the pen hovers over the flame, nothing happens.
      Please tell me why it is not working. The other pen we have is not recognised by the board, nothing happens when hovered over the flame. 

    • #7509
      Anonymous
      Inactive

      Hi Zizi,

      Go into the ActivManager/Control Panel and in the lower right corner of the screen will be a driver version, if the driver isn’t 5.17.13 update your driver, here is the link to the latest driver https://support.prometheanworld.com/product/activdriver
      Go to the pens tab within ActivManager and make sure the pen setting is set to mouse and not tablet.

      Try pens that are working on another board do they work?

      Also. try a different USB cable from your computer to the board, bypass wallbox or extensions. 
      If you are still having an issue with your pen, please let us know the OS of your computer and the serial number of your board.

      Thank you,
      Pam

    • #7510
      Anonymous
      Inactive

      Hi Pam,

      Thank you for your reply. We have the 5.17.13 driver downloaded, one of the pen sometimes work for a minute, but most of the times they just are not working. How do we request a replacement pen? Is there any other battery operated pens that would work as we cannot teach a class like this and no budget for new boards.
      Thanks

    • #7511
      Anonymous
      Inactive

      Hi Zizi,

      For purchasing options for other pens that will work with
      the board that you are using, please visit our website: https://www.prometheanworld.com/how-to-buy/

      If we can assist you further, please let us know.

    • #7512
      Anonymous
      Inactive

      I have a problem. I cannot calibrate my pen to the activboard. I cannot even write on the board using my pen. Product code is ABV395S300.

    • #7513
      Anonymous
      Inactive

      Hi asalva,

      Please ensure that you have the latest ActivDriver installed and are using the ActivManager Calibration Tool to calibrate your ActivBoard.

      If you still have any issues please do not hesitate to get in touch.

      Kind regards,
      Adam
      Promethean Technical Support

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