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    • #35919

      Hello Amanda,

      Thank you for your post.

      When you downloaded Zoom initially, was it downloaded through the Google Play store, or was it downloaded through the legacy Promethean Store?

      In addition to this, would it be possible to confirm whether you are using an ActivPanel Element Series, or an OPS-G/ActivConnect-G? I will post an article below to assist you in finding this information.

      https://support.prometheanworld.com/s/article/1088?language=en_US

      Note: For your privacy and protection, please omit any serial numbers in your reply post.

      Lastly, if possible, could you please provide us with a photo of the error message that you are receiving when trying to update.

      Kind regards,
      Jordan
      Promethean Technical Support

    • #35918

      Hello Perry,

      Thank you for your post.

      We recommend that flipcharts are stored locally on the machine that they were created on. It is best to save them this way rather than a network file storage server, or an online cloud service. If you prefer to save on the cloud, it would be a best practice to save one copy locally (perhaps a flash drive), and one copy on the cloud.

      Lastly, I will include an article below that may aid in the recovery of the missing images on the flipchart that you have shown. This involves opening the flipchart and navigating to your Temp folder.

      https://support.prometheanworld.com/s/article/1562?language=en_US

      Kind regards,
      Jordan
      Promethean Technical Support

    • #35846

      Hello Eric,

      Thank you for your post.

      Kindly understand that IP control is not available for the ActivPanels. For more information on the RS232 commands that can be sent, please see the article below.

      https://support.prometheanworld.com/s/article/1761?language=en_US

      We can definitely raise an enhancement request so that our developers can review your request. Should you wish to do so, please let us know.

      We hope this helps!

      Kind regards,
      Jordan
      Promethean Technical Support

    • #35844

      Hello Patrick,

      Thank you for your post to our Forum.

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

      Kind regards,
      Jordan
      Promethean Technical Support

    • #35822

      Hello Sara,

      Thank you for your post.

      We do have an article on how to resolve this issue. You will need to delete the whiteboard state file. Instructions on how to do so can be found here: https://support.prometheanworld.com/s/article/1998?language=en_US

      We hope this helps!

      Kind regards,

      Jordan

      Promethean Technical Support

    • #35821

      Hello Applesurgeon,

      Thank you for your post to our Forum.

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

      Kind regards,
      Jordan
      Promethean Technical Support

       

    • #35783

      Hello Noah,

      Thank you for your post.

      Kindly confirm the mainboard firmware version of the ActivPanel, and the version of the sender that you are using (both name and version number) (i.e. Chrome Extension, Mac OS App, etc…).

      Please see this article for assistance in finding the firmware version of the ActivPanel.

      In addition to this, are the devices (both computer and ActivPanel) on the same network, and the same subnet?

      Lastly, please also verify that your network is set up properly for use with Screen Share following this article.

      Kind regards,

      Jordan

      Promethean Technical Support

    • #35782

      Hello H.C.,

      Thank you for your post to our Forum.

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

      Kind regards,
      Jordan
      Promethean Technical Support

    • #35779

      Hello H.C.,

      Thank you for your post.

      Would it be possible for you to provide us with more details on this matter? What are the students able to do on the ActivPanel? Do you happen to know which app(s) they are using to accomplish this?

      We look forward to assisting you further in this matter.

      Kind regards,

      Jordan
      Promethean Technical Support

    • #35778

      Hello Markos,

      Thank you for your post.

      We are unable to make any guarantee that this part would work or would be compatible. We can, however, provide you with the part code number of the replacement circuit that you will need. For Europe, you would need PRM-PCA-AB2-EU, and for the United States, you would need PRM-PCA-AB2-US.

      We hope this helps.

      Kind regards,
      Jordan
      Promethean Technical Support

    • #35766

      Hello Evan,

      Thank you for your post.

      Kindly let us know what model number the ActivPanel/ActivBoard is that you have so that we can offer further guidance.

      Kind regards,

      Jordan

      Promethean Technical Support

    • #35784

      Hello Brad,

      Thank you for your post.

      Any details surrounding the Black Hole driver would be greatly appreciated.

      As mentioned in my reply to Noah, please also provide us with the same information, and verify that the network is configured properly.

      We look forward to your reply.

      Kind regards,
      Jordan
      Promethean Technical Support

    • #35780

      Hello Nancy,

      Thank you for your post.

      Would it be possible for you to provide us with the model number or product code of the product that you are having this issue on? If it is an ActivConnect, or an ActivPanel Element Series, please provide us with the software version and/or mainboard and bezel firmware version.

      Finding Software Version

      Finding Mainboard/Bezel Firmware Version

      We look forward to assisting you further in this matter.

      Kind regards,

      Jordan

      Promethean Technical Support

    • #35775

      Hello Marie,

      Thank you for your post.

      I have added your vote to the request as well. We will continue to keep you all updated as our development team investigates this matter.

      Kind regards,

      Jordan
      Promethean Technical Support

    • #35774

      Hello Mark,

      Thank you for your post.

      At this time our development team is still investigating the issue. In the meantime, I have added your vote to the request.

      Kind regards,

      Jordan
      Promethean Technical Support

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