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    • #35142
      Karen BeckerKaren Becker
      Participant

      We have interactive touch screens and the pen appears not to work on some of our computers. The end of the pen works but not the nib end. What does this mean and can you help to fix the problem please.

    • #35210

      Hi Karen,

      Thank you for reaching out.

      Can you please provide a few additional details and we can see what the best solution would be.

      1. Are you working with an ActivPanel?  If so, what model?
      2. Are the pens the ones that came with the display?
      3. How many panels/pens are affected?
      4. Do the nibs appear damaged or worn down?
      5. Do known working pens work on your panels?
      6. Do these pens work on other known working panels?
      7. Does this behavior only happen with certain software or apps?
      8. How are the computers connected to the displays? Are any docks, hubs, adapters, or walboxes being used? How long are the cables?

      Please let us know the details above and this will give us a good starting point to troubleshoot your issue.

      Thank you,

      Krista

      Promethean Escalations Team

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