Software Solutions
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    • #31607
      Nick JacobeNick Jacobe
      Participant

      We have a newer issue starting to pop up. Randomly during the day the board will become unresponsive. The pens stop working and we get this error in the event viewer.

      \Device\_HID0000000a

      The device has disappeared (Surprise Removal).

      00000000020028000000000002000680000000000000000000000000000000000000000000000000

      It seems like moving the USB to another port will temporally fix the issue but it always comes back and at random times.

      We have uninstalled the driver and reinstalled the driver, that will again fix the issue for a bit then break again.

      Any help would be appreciated!

      Thanks!

       

    • #31656
      Craig PrometheanCraig Promethean
      Moderator

      Hello Nick,

      Thank you for your post.

      Can you confirm the model of hardware you have? Can you also advise how you have the computer connected? Do you use a direct connection or do you go through a wall box/extenders?

      You mentioned you have installed the driver, can you confirm the version you have running?

      Thank you,

      Craig

    • #31664
      Nick JacobeNick Jacobe
      Participant

      Hello,

       

      Great questions, it’s actually a of a coupe different models. The one I am working on right now is in the 300 pro series. The boards are connect directly to the computer, no extenders, adapters, or hubs. We have tried 5.18.19, 5.18.16, and 5.314.21 just to see if it was a bug somewhere.

      They are also different CPU hardware so it’s not model specific.

    • #31698
      James PrometheanJames Promethean
      Moderator

      Hi Nick,

      Thanks for the information.

      So there could be a few potential causes for this model.

      In order to figure out which it is, please confirm the following:

      1. Which operating system is the PC running? If Windows 10 is it version 1903 or above?
      2. When the Baord is connected and picked up in ActivManager, are you able to confirm the firmware of the Board?
      3. Does the issue mainly occur when opening up web browsers or specific apps?

      We look forward to hearing from you.

       

      James

      Promethean Technical Support

    • #31702
      Nick JacobeNick Jacobe
      Participant

      Hi,

       

      Thanks for getting back to me.

       

      The OS is Windows 10 1809. I was able to get the firmware from one board as it was not being used, v8 04 build 4.

      The issue happens randomly. It seems that if we uninstall the driver, it will work for a few minutes then just stop. They even viewer then says that the usb device has disappeared. Not a lot of help there at all.

       

      thanks for your assistance!

    • #31728
      Slim PrometheanSlim Promethean
      Moderator

      Hi Nick,

      Thank you for these precisions.

      In order to better understand the issue, can you please confirm which version of the 300 series you are using?

      As each version has its unique firmware, we would like to know whether the firmware version you have confirmed is the latest one for your ActivBoard.

      We will be able to better advise you on the next steps once we receive your reply.

      We look forward to hearing from you.

      Kind regards,
      Slim

      Promethean Technical Support

    • #31731
      Nick JacobeNick Jacobe
      Participant

      Hello,

       

      It’s the 78PRO model. I did find another thread that matches what we are seeing. I also have 3 more boards (same model) that are having the same issue now.

       

      pen not responding

       

    • #31754
      Karen PrometheanKaren Promethean
      Moderator

      Hello Nick,

      Thank you for that information.

      Please update the ActivBoard 300 78″ board’s firmware to the latest non HID version (8.10) from the following article on our support portal:  https://support.prometheanworld.com/article/1038/

      Instructions to update via the ActivManager and firmware file are listed in the following link:  https://support.prometheanworld.com/article/1038/

      You will need to restart the computer after the update and reset the board per the following article:  https://support.prometheanworld.com/article/1287/

      If the issue persists then please update to 8.12 HID firmware using the internet source instead of a file.

      Please let us know if you have any questions – we are happy to assist.

      Kind Regards,

      Karen

    • #32140
      Brady WidenerBrady Widener
      Participant

      What exactly is the cause of this issue?

      In my school district, we are seeing this pop up as well. We started implementing this solution to any board with issues and it is working on almost all of them, but there are a couple of outliers that go back to not responding. I’m trying to figure out what else we can do to potentially prevent this issue.

      Thanks!

    • #32152
      Karen PrometheanKaren Promethean
      Moderator

      Hello Brady,

      To address the AB378 boards that continue to have issues with interaction, please ensure the latest ActivDriver is running on the connected computer (version 5.18.19).  If an update to the ActivDriver is needed, please click the following link to our support portal to do so:  https://support.prometheanworld.com/product/-activdriver-/

      You may also try reseating the USB cable at both the computer and the board.

      Another option is to reboot the computer and test another USB port.

      Lastly, please recalibrate using the 25 point calibration.

      Hope this helps!

      Kind Regards,

      Karen

       

       

    • #32186
      Brady WidenerBrady Widener
      Participant

      Hi Karen,

      We have tried the steps you listed, but are having no luck. Are there any other troubleshooting steps we could try? Thanks.

    • #32188
      Nick JacobeNick Jacobe
      Participant

      I can report that we also tried the recommendations and it seemed to work for a couple of weeks and now the issue has returned.

    • #32197
      Craig PrometheanCraig Promethean
      Moderator

      Hello Nick,

      Thank you for your post.

      I’m sorry to hear that the issue has returned. Can you confirm if it is the same issue? Are you getting any error messages?

      We look forward to hearing from you.

      Kind regards,

      Craig

    • #32202
      Nick JacobeNick Jacobe
      Participant

      Hello,

       

      It’s the same exact issue. No new error messages. It’s still saying the device disappeared.

       

      Thanks!

    • #32204

      Hello Nick,

      Thank you for your reply.

      We are sorry to hear you are still experiencing issues with your ActivBoard.

      Have you tried connecting different computers and USB cables to this board? Do you get the same error message?

      Does this happen when using any specific program or performing any action on the board?

      We look forward to hearing from you.

      Kind regards,

      Arianna

      Promethean Technical Support

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