December 9, 2020 at 12:03 pm #31718
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
It is currently on Firmware V6.17
Any other ideas would be appreciated.
December 10, 2020 at 1:29 pm #31746Craig PrometheanModerator
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:
When the connection is lost, does the ActivManager show a red cross?
We look forward to hearing from you.
December 15, 2020 at 11:25 am #31844
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.
December 16, 2020 at 3:46 pm #31882Craig PrometheanModerator
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?
December 17, 2020 at 10:31 am #31888
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.
December 18, 2020 at 11:52 am #31916Abdullah PrometheanModerator
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.
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)