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    • #35000

      Hello David,

      Thank you for your post.

      We are sorry to hear you are still experiencing issues.

      Could you please confirm if both computers work fine with another AP6-70?

      Are the graphics card drivers on the computers up-to-date? What model of computers are you using?

      You mentioned that you swapped the HDMI cables. What’s the overall length of these cables? Are they connected directly from the computers to the panel? Please, bypass any intermediary cabling and test again.

      Is the correct source selected on the panel? Have you tested all the HDMI ports?

      We look forward to hearing from you.

      Kind regards,

      Arianna

      Promethean Technical Support

    • #34987

      Hello Stephen,

      Thank you for your post on our support community.

      Screen Share supports up to 39 connected devices, as explained in this support article: https://support.prometheanworld.com/article/1770/

      To further assist you, we kindly ask you to confirm what devices you are using as senders and receivers? Are these connected to the same network?

      Is the Screen Share app up-to-date on all devices?

      We look forward to hearing from you.

      Kind regards,

      Arianna

      Promethean Technical Support

    • #34974

      Hello Darel,

      Thank you for your reply.

      To further assist you with this issue, could you please confirm the following?

      When you tested a hotspot, were both the M1 MacBook Air and the panel connected to the same hotspot?

      What’s the Screen Share app version on the MacBook Air?

      Are you able to share via AirPlay?

      If you connect this computer to a different panel via Screen Share, do you have the same issue?

      What’s the mainboard firmware version on the ActivPanel? Have you tried to clear the Screen Share app cache and data?

      We look forward to hearing from you.

      Kind regards,

      Arianna

      Promethean Technical Support

    • #34950

      Hello Randy,

      Thank you for your reply.

      Due to the nature of this issue, we are going to contact you directly via email with specific troubleshooting and questions.

      Thank you and kind regards,

      Arianna

      Promethean Technical Support

    • #34948

      Hello Rihards,

      Thank you for your reply.

      We are sorry to hear the firmware update failed.

      Please, note that the updates should always be carried out incrementally. If the ActivBoard is on firmware version 8.04 build 4, then it’s fine to update to version 8.10 build 7 via file option (https://support.prometheanworld.com/article/1038/) and later to version 8.12 via the Internet option.

      However, when the build is 0 the upgrade may fail.

      Have you tried to connect a shorter USB cable and a working computer to this ActivBoard?

      Please, make sure there aren’t any programs, including anti-virus programs, running when you try to update.

      We look forward to hearing from you.

      Kind regards,

      Arianna

      Promethean Technical Support

    • #34921

      Hello IT_Guy,

      Thank you for your post on our Support Community.

      To assist you with the issue reported, we kindly ask you to confirm the firmware version of your ActivConnect and the Chrome OS version that you have tested this on.

      How many devices are having the same issue?

      Are the devices on the same network? When connecting the mirroring device and the ActivConnect to a Wi-Fi hotspot, does the issue persist?

      Does this happen also when you use the ActivCast app?
      We also recommend clearing the app data from the ActivCast application. You can find the steps on how to do so in the support article below.(https://support.prometheanworld.com/article/1736/)

      If you continue to have issues, we recommend a factory reset on your device. The steps to a factory reset can be found in the link below.

      1546

      We look forward to hearing from you.

      Kind regards,

      Arianna

      Promethean Technical Support

    • #34892

      Hello Aaron,

      Thank you for your post on our Support Community.

      To assist you with the issue you reported, we kindly ask you to provide the product code of this ActivPanel. Please, do not post any serial numbers on this public forum.

      The freeze feature is used to freeze a connected device’s image on the screen, like a laptop or an ActivConnect OPS-G. Is this what the teacher is trying to do?

      Please, refer to the following article on the freeze feature: https://support.prometheanworld.com/article/1533/

      You mentioned that this panel was updated to the most recent version of the software. Could you confirm what version that is?

      We look forward to hearing from you.

      Kind regards,

      Arianna

      Promethean Technical Support

    • #34891

      Hello Hady,

      Thank you for your patience.

      We are sorry to inform you that there isn’t a way to set the default media player app on the OPS-G. We advise you open any media files from within the VLC app.

      If you have any more queries, please do not hesitate to contact us.

      Kind regards,

      Arianna

      Promethean Technical Support

    • #34889

      Hello James,

      Thank you for the information.

      We will pass this on to our Product Team as an enhancement request.

      Thank you and kind regards,

      Arianna

      Promethean Technical Support

    • #34886

      Hello Hady,

      Thank you for your post on our Support Community.

      We will test how to apply these changes and will get back to you as soon as possible.

      Thank you for your patience.

      If you have any further queries in the meantime, please do not hesitate to ask.

      Kind regards,

      Arianna

      Promethean Technical Support

    • #34880

      Hello Derek,

      Thank you for your post on our Support Community.

      To assist you with the issue reported, we kindly ask you to confirm if this ActivPanel is currently detected in ActivManager.

      Does touch work on the on-screen menu when all USB cables are disconnected?

      If not, we recommend you connect the USB and HDMI to matching ports, e.g. USB Touch 1 – HDMI 1 and also try all available USB ports on the computer. Please, make sure the cables are connected directly, bypassing any wall boxes or connection plates.

       

      If it is detected in ActivManager, please make sure the computer display is set to duplicate or mirror and remove any material that is on the frame of the panel.

      If you try to calibrate, are you able to complete all calibration points? If not, please connect a single USB cable directly from the computer to the panel, reboot the computer, restart the ActivPanel and try to calibrate again.

      We look forward to hearing from you to provide further assistance.

      Thank you and kind regards,

      Arianna

      Promethean Technical Support

    • #34876

      Hello Wendy,

      Thank you for your reply.

      We are glad to hear you were able to fix the issue.

      The Panel ID error message you received might be due to a network issue when connecting your devices to an ActivPanel via Screen Share. For future reference, please see the following support article on the Screen Share network considerations: https://support.prometheanworld.com/article/1796/#screen_share

      You may find further details on your hardware on our Support Portal: https://support.prometheanworld.com/article/1795

      Should you have any further queries, please do not hesitate to contact us.

      Kind regards,

      Arianna

      Promethean Technical Support

    • #34850

      Hello Paolo,

      Thank you for your reply.

      As previously advised, we currently do not support a third monitor and we have no control over the way the operating system recognises all three display as well as the touch and the calibration.

      Please, have a look at article 1814 for further guidance: https://support.prometheanworld.com/article/1814/

      If you have any additional questions, let us know.

      Kind regards,

      Arianna

      Promethean Technical Support

    • #34846

      Hello James and Dave,

      Thank you for your posts.

      We can pass your query on to our product team to be considered as a possible enhancement. In order to do that, we kindly ask you to confirm the total number of panels you have and their models.

      We will then email you directly to provide updates.

      Thank you and kind regards,

      Arianna

      Promethean Technical Support

    • #34838

      Hello Dave,

      Thank you for your post on our Support Community.

      The freeze function allows you to “freeze” the incoming video signal, for example from a connected computer, but the panel will still respond to touch. The workaround is to disconnect the USB touch cable from the computer to disable touch.

      We hope this helps.

      Should you have any more queries, please do not hesitate to contact us.

      Kind regards,

      Arianna

      Promethean Technical Support

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