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    • #1293
      Telina Norris BatesTelina Norris Bates
      Participant

      I am having a problem with my ActivStale. It is showing Question Marks on the screen, and it is not showing any connection to my Promthean Board. This happened as I started to charge it for the first time. Can anyone tell me how to fix this? My email is **Removed by Promethean**. Thanks!

    • #6570
      Anonymous
      Inactive

      Hi Telina,

      It appears that we have contacted you directly regarding this issue.
      Please respond to us by email by clicking on reply and keeping the subject line the same.

      Thank you,
      Adam
      Promethean Technical Support
      Case 00623727

    • #6571
      Anonymous
      Inactive

      I am having the same issue.  My slate says “SLATE ??” and is not working with my board.  My e-mail is ***Removed by Promethean***

      Thank you.

    • #6572
      Anonymous
      Inactive

      Hi mwickard,
      Thanks for posting.

      With regard to this issue, please can you ensure that your ActivSlate is fully charged?
      Please can you confirm which model (not serial number) of ActivSlate you are using? This can be found on the back next to the serial number.
      Have you tried to connect this to your ActivHub using the ActivInspire software?

      Can you let us know what version of ActivInspire and ActivDriver are installed? 
      To find out your ActivDriver version, open your ActivManager icon on the taskbar and select Control Panel, this information can be found on the bottom. 

      Thanks,
      Adam
      Promethean Technical Support

    • #6573
      Anonymous
      Inactive

      The ActivSlate is fully charged.
      Model Name:  ActivSlate 60
      Model number:  PRM-RS3-01

      It has been working using the ActivHub

    • #6574
      Anonymous
      Inactive

      Hello mwickard,

      Is the slate now working?

      What version of the ActivDriver do you have installed? https://support.prometheanworld.com/article/?kb=1088

      What version of firmware is on the ActivHub? https://support.prometheanworld.com/article/?kb=1584

      We will advise of any next steps upon review of this information.

      Thanks,
      Michael
      Promethean Support

    • #6575
      Anonymous
      Inactive

      No it is not working. 

      ActivBoard
      Product Code: ABV378S300
      Serial number:  C1006181341

      ActivHub
      Firmware:  V5.11 Build 4

    • #6576
      Anonymous
      Inactive

      Hi mwickard,

      Thank you for your response.

      Can you please upgrade the ActivHub firmware following steps in the link below?

      https://support.prometheanworld.com/article/?kb=1420

      Please test the ActivSlate after the ActivHub upgrade and let us know the outcome.

      Thank you

      Miguel
      Promethean Technical Support

    • #6577
      Anonymous
      Inactive

      When I click on ActivHub it does not allow me to upgrade

    • #6578
      Anonymous
      Inactive

      Hello mwickard,

      We see that the ActivDriver version is 5.11.7. We would first recommend updating that to 5.15.10, which can be found on our support site at https://support.prometheanworld.com/product/activdriver

      Once the driver has been updated, please reboot and attempt the firmware update again. 

      Please let us know if this resolves the issue. 

      Thanks
      Michael 
      Promethean Support

    • #6579
      Anonymous
      Inactive

      Hi Mike,
      The slate is still showing question marks.  I have updated everything (at least I think I have)
      ActivHub:  Firmware: V5.13 
      Promethean 2017 – Version 5.15.10

    • #6580
      Anonymous
      Inactive

      Hi mwickard

      It does appear that the firmware and ActivDriver are up to date to the most updated versions. 

      How are you charging the ActivSlate?

      Thanks,
      James
      Promethean Support
    • #6581
      Anonymous
      Inactive

      I have been charging the ActivSlate using the USB connector and connecting it to my computer (as I always have in the past)

    • #6582
      Anonymous
      Inactive

      Hi mwickard,

      Can you send us an image showing the question marks, please?

      Thank you

      Miguel
      Promethean Technical Support

    • #6583
      Anonymous
      Inactive

    • #6584
      Anonymous
      Inactive

      Nevermind – My colleague fixed it – had nothing to do with any updates.

    • #6585
      Anonymous
      Inactive

      Hi mwickard,

      Thank you for letting us know. We will close the case.

      Kind regards,

      Craig

    • #6586
      Anonymous
      Inactive

      We are having the same issue. How did you fix yours???

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