[Kelly Favello]

We have a portable board (one that is on a stand with wheels).  It works with one of our older laptops connected to it.  We attempted to connect a new computer to it, and the display works, but the pens do not.  It has usb 3.0 ports.  When you plug the usb in, the computer chimes on and off, like you’re connecting a device and then disconnecting it.  Also, in device manager, it constantly refreshes while the cable is plugged in.  I’m guessing there’s a compatibility issue?

[Anonymous]

Hi Kelly,

Thanks for posting on the Support Community.

The ActivBoard will work with USB 3 on computers and laptops however the specification of USB has changed with the release of USB 3 ports.
As standard the installation of the ActivBoard will have been provided with a 5 meter USB cable. USB 2 supports up to 5 meters as where USB 3 has changed to support 3 meters.

The issue described where the device is constantly connecting and disconnecting is a sign that the length of the cable in use may be too long.
We would recommend testing a shorter USB cable and see if the issue persists. If it does, we would recommend bypassing the USB port on the frame of the mobile stand and connecting into the electronics (which is behind the board) and see if this helps to connect.

Alternatively, if you have any powered USB cables you could try this and see if this helps.

If you have any further questions please let us know.

Thanks,
Adam
Promethean Technical Support

[Anonymous]

Thank you.  I found using a shorter cable and plugging directly into the electronics was the only way for it to connect.  I was not able to use the port on the frame.  Appreciate the advise!

[Anonymous]

Hi Kelly,

Glad to hear that this has helped with the issue.

If you are in need of using a longer cable, then it may be possible to use an amplified USB cable, sometimes referred to as a repeater cable although this is not guaranteed to work.

Enjoy your day.

Kind regards,
Adam
Promethean Technical Support

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