Warranty
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    • #31567
      Graham HancockGraham Hancock
      Participant

      Hi Support,

      Our promethean screen AP5-70 model touch is no longer working.

      I have replaced the USB cable connected to port: touch2 and have the Activ Driver installed.

      I have also connected a different PC but the same issue occurs.

      Warranty expires Feb 2023.

      regards,

      Graham

    • #31601
      Craig PrometheanCraig Promethean
      Moderator

      Hello Graham,

      Thank you for your post.

      Can you confirm if the ActivPanel is recognized in your ActivManager? Can you confirm the driver version you have installed? The latest driver is 5.18.19 and can be downloaded from the below link if needed:

      activdriver

      Is the USB cable connected directly to the ActivPanel or do you use a wall box or any extenders?

      We look forward to hearing from you.

      Thank you,

      Craig

    • #31614
      Graham HancockGraham Hancock
      Participant

      Hi Craig,

      I resolved this with updating the firmware. It did take 3-4 attempts to run the firmware before finally installing then touch was working thereafter.

      The instructions were to switch mains power on (located on the right of panel behind screen) when holding down the power button on the front panel (located on left hand side). Lucky i had long arms to complete the job but not easy.

      thanks,

      Graham

    • #31663
      Craig PrometheanCraig Promethean
      Moderator

      Hi Graham,

      That’s great. Thank you for letting us know.

      If you need any further support please don’t hesitate to come back to us.

      Kind regards,

      Craig

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