- This topic has 17 replies, 8 voices, and was last updated 3 years, 10 months ago by
Anonymous.
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AuthorPosts
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February 22, 2016 at 4:37 pm #1293
Telina Norris Bates
ParticipantI 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!
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February 23, 2016 at 10:14 am #6570
Anonymous
InactiveHi 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 -
March 22, 2017 at 4:18 pm #6571
Anonymous
InactiveI 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.
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March 23, 2017 at 5:30 am #6572
Anonymous
InactiveHi 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 -
March 24, 2017 at 2:07 pm #6573
Anonymous
InactiveThe ActivSlate is fully charged.
Model Name: ActivSlate 60
Model number: PRM-RS3-01It has been working using the ActivHub
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March 24, 2017 at 8:15 pm #6574
Anonymous
InactiveHello 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 -
April 24, 2017 at 2:18 pm #6575
Anonymous
InactiveNo it is not working.
ActivBoard
Product Code: ABV378S300
Serial number: C1006181341ActivHub
Firmware: V5.11 Build 4 -
April 24, 2017 at 2:27 pm #6576
Anonymous
InactiveHi 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 -
April 24, 2017 at 2:40 pm #6577
Anonymous
InactiveWhen I click on ActivHub it does not allow me to upgrade
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April 24, 2017 at 3:18 pm #6578
Anonymous
InactiveHello 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 -
April 24, 2017 at 5:51 pm #6579
Anonymous
InactiveHi 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 -
April 24, 2017 at 6:47 pm #6580
Anonymous
InactiveHi 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 -
April 25, 2017 at 11:16 am #6581
Anonymous
InactiveI have been charging the ActivSlate using the USB connector and connecting it to my computer (as I always have in the past)
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April 25, 2017 at 11:48 am #6582
Anonymous
InactiveHi mwickard,
Can you send us an image showing the question marks, please?
Thank you
Miguel
Promethean Technical Support -
April 25, 2017 at 11:57 am #6583
Anonymous
Inactive -
April 25, 2017 at 12:02 pm #6584
Anonymous
InactiveNevermind – My colleague fixed it – had nothing to do with any updates.
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April 25, 2017 at 12:07 pm #6585
Anonymous
Inactive -
April 26, 2017 at 4:34 pm #6586
Anonymous
InactiveWe are having the same issue. How did you fix yours???
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