Wireless Presentations
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    • #31774
      Callie DaughertyCallie Daugherty
      Participant

      Hello,

      We have eight Promethean boards at our high school and the touchback feature isn’t working on any of them consistently.  It might work 1 out of every 5 times we try.  Every teacher has the same brand new computer that they are using with Touchback.  Here is more information about our problem.

      Panels: ActivPanel Titanium

      Android Version: 8.0.0.

      Mainboard Firmware: v.6.4.71.42

      Screen Share version on the computer is v1.9.7.1

      The problem we are having is the screen will share and the green box will be there but the screen will be frozen.  I can’t move it on the board.  When I move the computer screen it doesn’t move on the board.  Also, sometimes the audio works, sometimes it’s very fuzzy, and other times it doesn’t work at all.

      The extension has worked better but of course, it doesn’t support touchback which is something our teachers are requesting.

       

    • #31782
      Michael PrometheanMichael Promethean
      Senior Moderator

      Hi Callie,

      Thanks for the detailed information you have provided. Screen Share performance is going to have a lot to do with your network environment. A good place to start would be reviewing the network considerations to ensure that needed ports and websites are allowed on your network.

      If possible, test on another network, either wired or possibly a mobile hotspot if ethernet is not an option. Are the computer and ActivPanel on the same subnet?

      What operating system are you using? Have you run any updates recently?

      We look forward to hearing back from you.

      Thanks,

      Michael

      Promethean Support

    • #31785
      Callie DaughertyCallie Daugherty
      Participant

      We just updated our wifi connection here at the school so it is lightning fast.  The only issue we are having is with the Promethean boards.  The tech department has gone through that article and we believe all the requirements are met.

      The only time we’ve been able to get it to work successfully is with one older hp all-in-one computer.  It’s connected to the same network, we’ve checked and it has all the same firewall requirements.  All of the computers have been updated completed in windows and the Microsoft store.

      We’ve tried putting in ethernet cables for all the Promethean Boards to see if that helps but it hasn’t.

    • #31790
      Callie DaughertyCallie Daugherty
      Participant

      This is the computer information:

      Processor AMD Ryzen 5 4500U with Radeon Graphics 2.38 GHz
      Installed RAM 8.00 GB (7.37 GB usable)
      Device ID C1FF207E-9DEF-4390-A2A0-7FDC02247A16
      Product ID 00328-20330-00000-AA245
      System type 64-bit operating system, x64-based processor

      Edition: Windows 10 Education
      Version: 20H2
      Installed on ‎10/‎28/‎2020
      OS build 19042.685
      Experience: Windows Feature Experience Pack 120.2212.551.0

    • #31839
      James PrometheanJames Promethean
      Moderator

      Hi Callie,

      Thanks for the detailed responses.

      We have discussed the matter internally and have a couple of questions for you.

      1. You say you were able to get this working with an older HP machine. Is this every time or just some of the time it will work with this PC?
      2. When you tested using hotspot, was this done with both Panel and PC connected to the hotspot? If so, did this alter how everything was working? Or no difference at all?

      We look forward to hearing back from you.

       

      Thanks,

      James

      Promethean Technical Support

      home

      • #31848
        Callie DaughertyCallie Daugherty
        Participant
        1.  We’ve continued testing it with 2 HP laptops that we have.  Both have stayed continuously connected to the panel with touchback without any issues.  We can disconnect and reconnect and they still work.  The Promethean Boards also work every time with a couple of MacBooks. The problem is our teachers all have the exact same laptop that we just bought.
        2. When connecting to a hotspot there is no difference.
    • #31889
      Craig PrometheanCraig Promethean
      Moderator

      Hello Callie,

      Thank you for confirming.

      It seems that the issue sits with the new computers.

      Do you know if the Windows updates have done? You may also need to update the graphics card on the machines.

      Please let us know the results.

      Thank you,

      Craig

    • #31949
      Callie DaughertyCallie Daugherty
      Participant

      All windows updates are complete and we just checked the graphics card and they are updated.

      We agree it is a computer-based issue because even our student netbooks are working with the touchback feature.

    • #31952
      Callie DaughertyCallie Daugherty
      Participant

      Another hiccup we just noticed.  With the laptops it’s not working for, whenever we touch the name of the computer on the board to begin Screen Sharing, it closes the app on the computer.  From there, the screen on the panel is frozen on the computer screen.  If we go back out and attempt to reshare the screen, sometimes it does the same thing and other times the screen is completely black.

    • #31956
      Callie DaughertyCallie Daugherty
      Participant

      Sorry for so many updates, we are constantly trying things to make this work because it was a vital selling point for our BOE.

      We just tried connecting the laptops to an ethernet connection and it still did the same thing. Other computers that have an ethernet connection on the same network work fine so we have definitely ruled out the network as an issue.

    • #31958

      Hi Callie,

      Thank you for those additional details.

      Would like to continue this case offline.  We will be reaching out via email so we can gather some additional details and have our teams take a closer look.

      Please be on the lookout for an email from our Support Team.

      Thank you,

      Krista

      Promethean Tech Support

    • #32483
      Dawn ReillyDawn Reilly
      Participant

      Our school just got new boards this week and we are having the same issues that Callie is talking about. We are being told that it just isn’t a product feature to be able to screen share and have the touch screen on the Promethean boards while screen sharing…which seems to be one of the features that would be a priority. Can someone please update me as to what the issue may be if you figure it out? Please?

      This is the computer we are all using and the Screen Share version is 1.9.6.0 (215)

    • #32493
      James PrometheanJames Promethean
      Moderator

      Hi Dawn,

      Thanks for your post.

      You say that the issues are similar to what has been reported by Callie. Please can you clarify if you are you refering specifically to a lack of touch or the freezing/black screens/apps closing issues as well?

      Have you checked the Panels’ update apps to see if they are up to date?

       

      Thanks

      James

      Promethean Technical Support

    • #32808
      Hunter GrossHunter Gross
      Participant

      Our school recently purchased 99 boards and are having similar issues with our staff machines using the latest version of screen share. When selecting a staff laptop from the screen share menu, the app closes on the laptop and the screen on the panel is frozen on the computer screen. The board itself is not frozen, nor is the computer. This happens more frequently with touchback enabled, but also happens when it’s disabled. It also freezes over Wifi and when both the board and laptop are connected via ethernet.

      We’ve encountered these issues on at least 10 different boards and across several laptops.

      Board Information:
      Model: ActivPanel

      Android Version: 8.0.0

      Kernel Version: 4.9.44_s5

      Screenshare Version: v1.9.7.1

      Laptop Information:
      Lenovo Thinkpad T495

      AMD Ryzen 5 PRO 3500U w/ Radeon Vega Mobile Gfx 2.10 GHz

      24 GB Memory

      Device ID: 303E3DEA-E150-4722-9038-A9F406678D14

      Product ID: 00330-52992-85959-AAOEM

      System Type: 64-bit operating system, x64-based processor

      Edition: Windows 10 Pro

      Version: 20H2

      Installed on: 11/24/2020

      OS Build: 19042.904

      Serial number: PF2AR257

      Experience: Windows Feature Experience Pack 120.2212.551.0

    • #32809
      Callie DaughertyCallie Daugherty
      Participant

      After two months, this was the response from the development team yesterday:

      Our development team have reviewed the issue you are experiencing with Screen Share dropping. We are aiming to incorporate a fix to the issue in a future version of Screen Share. At this time, we do not have an ETA of the fix but we recommend that you subscribe to the Announcements section of our online support community, as all new releases are announced here along with the release notes: https://community.prometheanworld.com/forums/forum/announcements/

      In the meantime, please continue to use the Chrome Extension as a workaround.

      It is unfortunate that one of the main selling points for these boards doesn’t work for several types of laptops.

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