[Telina Norris Bates]

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!

[Anonymous]

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

[Anonymous]

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.

[Anonymous]

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

[Anonymous]

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

It has been working using the ActivHub

[Anonymous]

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

[Anonymous]

No it is not working. 

ActivBoard
Product Code: ABV378S300
Serial number:  C1006181341

ActivHub
Firmware:  V5.11 Build 4

[Anonymous]

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

[Anonymous]

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

[Anonymous]

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

[Anonymous]

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

[Anonymous]

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

[Anonymous]

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

[Anonymous]

Hi mwickard,

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

Thank you

Miguel
Promethean Technical Support

[Anonymous]

[Anonymous]

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

[Anonymous]

Hi mwickard,

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

Kind regards,

Craig

[Anonymous]

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

[Author]

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