Interactive Flat Panels
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    • #31718
      Gordon McClureGordon McClure
      Participant

      Hi, one of the schools I cover has an Activpanel V4 which is having continues USB issues. The laptop will connect to the panel and give me touch but after a time it will disconnect and it looses touch. You then need to power off from mains before it connects again with touch but it will just disconnect again.

      I have tried the following fixes:

      1/ Different laptops

      2/ Bypassing wall port

      3/ All HDMI and USB touch ports

      4/  Cables

      It is currently on Firmware V6.17

      Any other ideas would be appreciated.

      Thanks

      Gordon

      ICT Technician

    • #31746
      Craig PrometheanCraig Promethean
      Moderator

      Hello Gordon,

      Thank you for your post.

      Can you confirm the length of USB cable you are using? Can you please test a 3m or less USB cable.

      Do you have the latest Promethean driver installed? The latest driver is 5.18.19. This can be downloaded from the below link:

      activdriver

      When the connection is lost, does the ActivManager show a red cross?

      We look forward to hearing from you.

      Kind regards,

      Craig

    • #31844
      Gordon McClureGordon McClure
      Participant

      Hi Craig,

      Thanks for your reply.

      I have tried the new driver and used various lengths of USB cables. When connection is lost you get the red X in the ActivManager.

      Thanks

      Gordon

      ICT Technician

    • #31882
      Craig PrometheanCraig Promethean
      Moderator

      Hello Gordon,

      Thank you for confirming.

      If the ActivManager shows a red “X” it means there is no connection.

      Can you confirm the driver version you have installed? Have you tested the different USB ports on the ActivPanel?

      Thank you,

      Craig

    • #31888
      Gordon McClureGordon McClure
      Participant

      Hi Craig,

      That’s the problem, it is connecting then disconnecting, so Activmanager see Panel then then it doesn’t.

      I have used various drivers including the most up to date on the support page. I have also tried all USB ports and various laptops and the problem still persists.

      G

    • #31916

      Hi Gordon,

      Thank you for your reply.

      Can you please confirm the serial number of the ActivPanel so we can send you the Mainboard Firmware file.

      Can you please also send us a picture of the USB ports.

      If you require any further information, feel free to contact us.

      Kind regards,
      Abdullah
      Promethean Technical Support

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