December 10, 2020 at 7:57 pm #31751
We have a couple boards that have strange diagonal lines appear at random times when the teacher is writing on the board. We have brand new Nickel Series boards. Help?
December 11, 2020 at 8:04 pm #31796Eddie PrometheanModerator
Thanks for reaching out.
Does this same thing happen when using the Promethean White board app? Or is this just happening in the Zoom Whiteboard?
Can you let us know which version of firmware is installed on your panel? You can go to Locker>>>Update>> and let us know the Main board firmware along with the bezel firmware.
Is this happening when you have a computer connected to the Panel? If so, How is this computer connected? Which HDMI port? Which USB touch port are you connected to?
Once we have this information we should be able to help further assist with this matter.
December 11, 2020 at 8:52 pm #31797
The teacher has noticed it mostly when using Zoom and annotating over that. She believes it has also happened in the Promethean Whiteboard.
Main board firmware: 22.214.171.124
Bezel firmware: 7.29.0
Desktop computer is connected via VGA, not HDMI. The computer is also connected to the board using the USB to Touch port (there is only one Touch port on the board.)
December 15, 2020 at 9:39 am #31837Craig PrometheanModerator
Thank you for your reply.
Can you confirm if there is anything stuck to the frame of your ActivPanel? If so, can you please remove it as anything stuck to the frame could be blocking the touch sensors.
Once removed, please test and let us know the results.
December 17, 2020 at 8:15 pm #31910
There is nothing stuck to the frame of the ActivPanel. We have decided that it is only happening when using the Zoom Whiteboard feature.
December 21, 2020 at 9:42 am #31929Kate PrometheanModerator
Thanks for your post.
It may be worth updating your Panel software to the latest version (126.96.36.199).
Here are the instructions: https://support.prometheanworld.com/article/1744/
Should the issue persist please let us know. Are you using the Zoom app from the Google Play store or is the computer constantly connected?
We look forward to hearing from you.
Promethean Technical Support
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- Release notes for ActivInspire v2.21 (released 5 January 2021)
- Release notes for ActivPanel Elements Series v4.3.0 (released 16 December 2020) and v4.3.1 (released 7 January 2021)
- Release notes for myPromethean portal v1.4 (released 2 December 2020)
- Release notes for ActivConnect OPS-G v2.4.4 (released 16 October 2020)
- Release Notes for ActivPanel Elements Series v4.2.0 (released 30 September 2020)