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    • #34013

      Hi there,

      Thanks for your post. A factory reset does not tend to reset the pin of your Panel.

      We have set up a case for this request and will email you shortly.

      Thanks,

      Kate

      Promethean Technical Support

    • #33897

      Hi Ger,

      Sorry about the confusion, I misread your post.

      I will send you an email shortly.

      Thanks,

      Kate

      Promethean Technical Support

    • #33896

      Hello Ger,

      I will pass this onto our second level team to see if they can reset this password.

      We will be in contact shortly.

      Thanks,

      Kate

      Promethean Technical Support

    • #33871

      Hi Joe,

      Thanks for your post. Does this webcam have an integrated microphone?

      If not you may need an external USB mic connected. So that we can advise further please confirm:

      1. Is this issue just with Google Meet or have you tested other apps such as Teams?
      2. How did you install this app, from the Promethean Store or do you have Google Play installed on your OPS-G?
      3. What is the make and model of the webcam in use?

      We look forward to hearing from you.

      Thanks,

      Kate

      Promethean Technical Support

    • #33853

      Hi David,

      Thanks for this. It seems that the LED you have provided is not recognised. It is therefore difficult to say exactly where the issue is coming from.

      Do you have any other UST-P1/2 projectors? If so you could take a lamp out of one of these.

      Looking forward to your reply.

      Thanks,

      Kate

      Promethean Technical Support

    • #33850

      Hi David,

      Thanks for your post. Do you happen to know the exact LED sequence? I.e How many times the power LED flashes in total?

      For now we would suggest swapping the lamp with a known working one and unplugging the power cable from the projector and leaving it for 30 minutes.

      You can find the lamp swap instructions here: https://support.prometheanworld.com/wp-content/uploads/dlm_uploads/UST-P1-Lamp-Replacement.pdf

      We look forward to hearing from you.

      Thanks,

      Kate

      Promethean Technical Support

    • #33820

      Hi Paul,

      Thanks for your message. It is rather bizarre that the brightness option is grayed out.

      What happens when you scroll down to brightness and use the side arrows on the projector remote?

      If the issue persists we would suggest factory resetting your projector. To do this you will need to access the projector menu > Installation I > Reset.

      Thanks,

      Kate

      Promethean Technical Support

    • #33818

      Hi Anne,

      Thanks for your message. It sounds like the OPS-G must be faulty then.

      I will open a case for you and email you from it shortly so that we can deal with this matter more easily.

      Thanks,

      Kate

      Promethean Technical Support

    • #33749

      Hi Sam,

      Thanks for your post. The Lan port is to connect your Panel to a network via ethernet. You should be able to use a network cable to do so.

      We hope this information helps.

      Thanks,

      Kate

      Promethean Technical Support

    • #33730

      Hi Bohuslav,

      Thanks for your post. Do you know what model of board you have? This can be found on the sticker label of the board.

      Troubleshooting varies depending on the board model, so we would rather check your board model first so that we can provide the correct troubleshooting steps.

      Here are some checks that may help:

      1. Ensure there are no materials on the board that could be obstructing the sensors.
      2. Check your firmware version: https://support.prometheanworld.com/article/1584/
      3. Ensure you are using a USB cable of no more than 3 metres that is connected directly from the PC to the board’s USB port.
      4. Does this issue happen with all computers? If so what is the operating system and version?

      We look forward to your reply.

      Thanks,

      Kate

      Promethean Technical Support

    • #33554

      Hello Daniel,

      Thanks for confirming this. To solve this issue please try downgrading to the 4.3 firmware by performing a local update as per this article:

      1744

      Hope this helps.

      Thanks,

      Kate

      Promethean Technical Support

    • #33522

      Hi David,

      Thanks for your post. So that we may provide further troubleshooting steps it would be great if you could confirm the model of Panel in use (this can be found on a small sticker of the Panel). Furthermore, is there an integrated OPS-G involved?

      Please confirm the firmware version. This article will help you find this:

      1584

      Does this issue happen on several browsers (Opera, Chromium) and also when the Panel/OPS-G is connected to a mobile hot spot?

      We look forward to your reply.

      Thanks,

      Kate

      Promethean Technical Support

    • #33443

      Hello Krista,

      We are sorry to hear that the issue is ongoing. Due to the nature of this issue we are going to open a case and email you directly. Please expect an email shortly.

      Thanks,

      Kate

      Promethean Technical Support

    • #33435

      Hi Charles,

      Thanks for your post. Sorry to hear you are having issues with the Google Slides not loading. Please could you try updating your Titanium Panel to the latest firmware. Here is the support article should you need: https://support.prometheanworld.com/article/1742/

      Please try uninstalling the app and reinstalling to see if this solves the issue. It may also be worth connecting the Panel to a mobile hot spot to rule out any network issues.

      Thanks,

      Kate

      Promethean Technical Support

    • #33396

      Hi Lisa,

      Thanks for your post. As there are three boards with the same issue it sounds like it may be a firmware issue. Have you been able to test another pen?

      If you could confirm the following details we will be able to look into this issue further:

      1. Operating system and version of the computers in use.
      2. Board firmware version: https://support.prometheanworld.com/article/1584/
      3. ActivDriver version: https://support.prometheanworld.com/article/1012/

      We look forward to hearing from you.

      Thanks,

      Kate

      Promethean Technical Support

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