September 21, 2019 at 8:14 am #17612
ActivBoard 100, 300 AB500 Firmware now released
As part of Promethean’s commitment to our existing customers using our legacy ActivBoard products, we have been extensively investigating a number of solutions for this issue.
A major part of this investigation centered around driver certification for these legacy products on Windows 10.
“Blue Screen” occurs with Promethean AC1, AC2, or ActivHub on Windows build 1903 and above
These products were first introduced over a decade ago.
We have found that in some instances the use of a these products when connected to a computer running Windows 10 1903 and above can cause a “Blue screen” crash.
As part of Promethean’s commitment to our existing customers using our legacy products, we have been extensively investigating potential solutions to this issue. A major part of this investigation centred around driver certification for this legacy product on Windows 10 build 1903 and above.
Two certificates have a major impact on the operation of the products:
- A code signing certificate lets users know that the software comes from a ‘trusted source’. Our installers, including ActivInspire & ActivDriver, are signed with a code signing certificate. Our certificate that provides this did recently expire, and was renewed.
- A hardware device driver certificate is provided by Microsoft and is embedded into third party kernel mode device drivers, and allows the driver to be run without any of the driver certification protection being turned off.
Windows 10 1903 has introduced a different way of communicating with the kernel mode device drivers which form the core of our ActivDriver is when it is being used with all of our legacy ActivBoards and ActivHubs. The technology limitations of the ActivHub combined with the new certification, makes it impossible to achieve device driver certification.
Despite our best endeavours, this change introduced in Windows 10 build 1903 means Promethean can no longer offer support for drivers or software for our AC1, AC2 or ActivHubs when used with Windows 10 build 1903 and above.
What alternative does Promethean offer?
To try to help our long time users of these legacy products, we have produced a modified ActivDriver that appears to avoid the blue screen problem when used with our legacy ActivHub. However this driver is not supported by Promethean. Promethean has not put this modified driver through normal formal testing and quality assurance procedures. Therefore installation and use of this ActivDriver is entirely at your own risk. We cannot guarantee that the download and installation of this unsupported driver will fix the problem and we also cannot guarantee that the installation and download of this driver will not have other unintended consequences. As such, we recommend that you test this unsupported driver in your local environment before making a decision to roll it out broadly.
IMPORTANT: If you wish to access this unsupported ActivDriver please use the details below.
The link to the unsupported ActivDriver is here:
The use of this unsupported ActivDriver may require you to perform one of the additional options detailed below in order to get a successful connection to your ActivBoards after the installation.
Option 1: Disable ‘Secure Boot’ in your computer BIOS if it is supported by your computer/ operating system.
Option 2: Disable driver signature enforcement within Windows 10.
· Click the Start menu and select Settings.
· Click Update and Security.
· Click on Recovery.
· Click Restart now under Advanced Startup.
· Click Troubleshoot.
· Click Advanced options.
· Click Startup Settings.
· Click on Restart.
· On the Startup Settings screen press 7 or F7 to disable driver signature enforcement.
Users of 100 series, 300 series and 500 series ActivBoards
A new version of ActivBoard firmware is now available for these ActivBoards that fixes the problem. Details on how to update your ActivBoard to this firmware are contained within the following support article:
September 26, 2019 at 3:46 pm #17698stephenlawJSRHSParticipant
Our computers are set to Secure Boot with BitLocker encryption enabled due to our new data privacy/security law. Started the process on one laptop but we hit with entering the BitLocker key. Has this process been tested with such a system.
REALLY could use a signed driver and any new firmware for the boards sooner instead of later. Have three more users reporting the problem.
October 3, 2019 at 1:32 pm #17814
As described above, Promethean cannot release a signed hardware driver that will resolve this problem.
We are only going to be offering a firmware update for AB100, AB300 and AB500 users.
This is due to the technology limitations in the 1st and 2nd generations ActivBoards, meaning we cannot develop a new firmware for these boards.
October 3, 2019 at 4:20 pm #17817henriksenParticipant
“Users of AB100, 300/ AB500 will be getting access to a firmware update which will resolve the problem.” Any update when this will be released? Hopefully sooner than the end of October?
October 4, 2019 at 6:47 am #17822
We hope to have further information on this soon.
Once we have this, we will be sure to let the community know.
October 22, 2019 at 4:11 pm #17990Steve WParticipant
As it’s been a few weeks, do you have any updates on this firmware?
October 22, 2019 at 4:15 pm #17991
The firmware is is still undergoing verification prior to release.
We are still currently targeting this firmware being released for 100 series, 300 series and AB500 ActivBoards before the month is up.
October 25, 2019 at 2:49 pm #18048Amy GoebelParticipant
Are you working on this for MacOS as well?
October 25, 2019 at 3:37 pm #18051
Hi Amy…this thread and updates are only applicable for Windows 10 1903 users and an issue that Microsoft changes have introduced.
If you have specific issues with macOS please contact our support team with full details.
October 25, 2019 at 4:27 pm #18053Amy GoebelParticipant
I have but I haven’t heard a response.
October 27, 2019 at 10:18 pm #18064Javier AlonsoperezParticipant
Hi my name is Javier, we need to know if at today did you have a solution for these case.
I have an ActiveBoard AB100 first generation.
I try to implement this solution in my Acer Aspire E15-576-81GD
Bios Release 1.49
Windows 10 release 1903
I can’t back the soft of windows to the previous release.
Thanks in advance.
October 28, 2019 at 7:04 am #18070
The part code you have provided is not part of the 1st Generation ActivBoard range though is part of the 100 series range.
If you are experiencing the same issues as outlined in this thread, we are still currently targeting this firmware being released for 100 series, 300 series and AB500 ActivBoards before the month is up to help with this issue.
October 28, 2019 at 12:32 pm #18074Javier AlonsoperezParticipant
if I can found a computer with windows 7, it’s could works? I mean if I can block the update of windows 10 in order to works as never the update of windows 10 took place?
what is the limitation of the total system in this case?
we have to work in the meantime,
October 28, 2019 at 12:55 pm #18075
This issue only affects the ActivBoards when using Windows 10 build 1903.
So if you have a Windows 7 operating system, you would not get the same errors that happen.
October 31, 2019 at 12:22 pm #18122Adam VeatchParticipant
Today’s the day. Any updates coming our way? We’ve already prepared our Gen1 and Gen2 users that the end is nigh, but we’re getting increasingly nervous about virtually everything else purchased 2008 to 2017 having to be replaced in the next 18 months.
October 31, 2019 at 1:25 pm #18125
Hi Adam Veatch,
Thanks for your patience whilst our teams have investigated this issue.
You can now see the below post which refers to the update:
May 4, 2021 at 3:23 pm #33472
Can I check if this solution will work with the PRM-AB2-01 Boards in the interim?
I have only found this out through our Education Authority and we have approximately 30 of these boards. I know it isn’t technically Promethean’s fault but as a school, we don’t have the funds to rip out 30 boards and replace them with new technology.
May 6, 2021 at 9:39 am #33492Craig PrometheanModerator
Thank you for your post.
We have been suggested the above changes to many users who have been able to use the older models of ActivBoards with Windows 10.
Please make the suggested changes and let us know if you need any support.
May 6, 2021 at 10:02 am #33493
Will do. Currently updating firmware on 300 Series boards but also discovered that I need to update the driver on each workstation to at least Activdriver v5.17.13 x64 – One board was still on 5.9.x and once firmware was updated, board wasn’t recognised until I applied Activdriver v5.17.13 x64 . Nearly fainted! LOL!!
May 7, 2021 at 12:56 pm #33512Craig PrometheanModerator
Good afternoon Declan,
I can imagine the fear. I’m glad you noticed and installed the latest driver.
Have a great weekend.
June 9, 2021 at 1:41 pm #33719Anita JohnstoneParticipant
I work in education in Northern Ireland. We have recently rolled out Windows 10 version Windows 10 1909 – (an Education flavour version) the BSoD I haven’t experienced yet. I have doubled checked this on 3 off our board ABV378Pro (3oo series) and this hasn’t occurred. We have a further 14 300 series boards in the school and I haven’t heard anyone else mention this issue. Can you provide feedback on this.
September 10, 2021 at 10:54 am #34511Jacques BedardParticipant
The school I am working does not allow and block the bin download.
Is it possible to get a direct link to download?
September 10, 2021 at 11:15 am #34512
Up until now, our computers have been working fine with the ‘fix’ on the Ac2 boards but Over the past few days, a number of staff have reported that their computers have randomly started to BSOD and restart in the middle of a lesson.
Has anyone else experienced this? As our network in N. Ireland is a managed system via a firm call Capita, we don’t know what updates are being installed and its possible that a recent windows update has upset the ‘applecart’.
I have spoken to Capita but at moment they are unaware of any issues but in saying that, we might just be the start of it and they may start receiving helpdesk calls as part of the managed service. I’ve also emailed colleagues in other schools to see if they are experiencing issues with the AC2 boards.
I’ll update as info becomes available but can anyone suggest things to try to see if it is the driver issue or a windows hotfix. Just clutching at straws at moment because if it is the driver issue and there is no solution due to the age of the hardware, its going to be an expensive fix.
September 17, 2021 at 7:40 am #34597Paul PrometheanModerator
Thanks for your post. We are unaware of any changes however it could be that your computers have received some windows updates?
Can you please check what version of ActivDriver you have installed? As this could have been updated and would lead to the issues that you are seeing.
We look forward to your reply.
Promethean Technical Support
- You must be logged in to reply to this topic.
- Release notes for Radix VISO v1.42 (released 2 December 2021)
- Release notes for myPromethean Portal v1.6 (released 1 December 2021)
- Release notes for ActivConnect OPS-G v2.6.0 (released 17 November 2021)
- Release notes for ActivPanel Elements series v5.1.200 (released 20 September 2021)
- Release notes for Radix agent v1.27.1 (released 25 August 2021)