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    • #33121
      Michael PrometheanMichael Promethean
      Participant

      Hi Brian,

      Apologies for the missing link. You will find the article here

      Thanks,

      Michael

      Promethean Support

    • #33120
      Michael PrometheanMichael Promethean
      Participant

      Hi Brady,

      We have followed up directly with an email containing a link to download the software.

      Thanks,

      Michael

      Promethean Support

    • #33118
      Michael PrometheanMichael Promethean
      Participant

      Hi Melissa,

      Were you using any Promethean hardware or software at the time of the crash? Some applications have a built in recovery, we would recommend reaching out to the support teams of the applications where the data was lost to see if that might be an option.

      Thanks,

      Michael

      Promethean Support

    • #33117
      Michael PrometheanMichael Promethean
      Participant

      Hi,

      Thanks for that information. We have sent you an email directly to collect some further details including your hardware serial number. Please reply to that email so we can provide next steps.

      Thanks,

      Michael

      Promethean Support

    • #32836
      Michael PrometheanMichael Promethean
      Participant

      Hi Lynne,

      I have moved your reply over to a new thread as it seems it is a slightly different issue. We have managed to find your previous support cases and will follow up via email shortly.

       

      Thanks,

      Michael

      Promethean Support

    • #32806
      Michael PrometheanMichael Promethean
      Participant

      Hi Jacii,

      We will be reaching out via phone/email shortly so that we can get you up and running.

      Thanks,

      Michael

      Promethean Support

       

    • #32741
      Michael PrometheanMichael Promethean
      Participant

      Hi Erin,

      You mention that touch does not work in ActivInspire, does it work elsewhere?

      What version of ActivInspire are you using? This can be found by going to help > about.

      Can you please tell us what settings you have selected under Dual Mode ActivBoard settings?

      What happens when you attempt to use your finger? Is there any indication that the ActivPanel detects it? Have you tapped the pen tool with your finger and then chosen a color?

      Is your Windows display set to Duplicate or Extended Desktop?

      Thanks,

      Michael

      Promethean Support

    • #32411
      Michael PrometheanMichael Promethean
      Participant

      Hi Karen,

      To clarify, you should be able to use a Nickel ActivPanel in extended desktop mode in Windows. Article 1803 has a little more information on what is happening between the ActivPanel and computer. Please try the steps below to use your ActivPanel as an extended display.

      1. Connect laptop to ActivPanel using 9 foot HDMI and USB cable

      2. Set display to Extend

      3. Quit ActivManager

      4. Go into Tablet PC settings (I searched for calibrate in windows settings to get here)

      5. Click the option to setup touch screen

      6. Press Enter until you see the message on ActivPanel

      7. Tap on ActivPanel with your finger

       

      Thanks,

      Michael

      Promethean Support

    • #31827
      Michael PrometheanMichael Promethean
      Participant

      Hi Richard,

      We would suggest testing with another known working lamp.  It is quite odd that the projector would shut down without any user input and not give a error message. That error message would typically appear in the form of a flashing power or lamp LED. At times, the projector may try to strike the lamp several times prior to going into an error code.

      If removing the projector from power for 2 minutes and testing with a known working lamp fail to resolve the issue, please let us know and we will be happy to reach out to get a support case started.

      Michael

      Promethean Support

       

       

    • #31783
      Michael PrometheanMichael Promethean
      Participant

      Hi Curtis,

      What type of Promethean hardware are you using? This page might help to identify the product range.

      Can you also check in the ActivManager control panel to see what firmware version is on these devices? A firmware update might be fix here.

      Lastly, can you please clarify what you mean by “pen not connecting”? Are these digital pens that are having to be paired again through the ActivManager or are you simply losing interaction? Does touch still work?

      Thanks,

      Michael

      Promethean Support

    • #31782
      Michael PrometheanMichael Promethean
      Participant

      Hi Callie,

      Thanks for the detailed information you have provided. Screen Share performance is going to have a lot to do with your network environment. A good place to start would be reviewing the network considerations to ensure that needed ports and websites are allowed on your network.

      If possible, test on another network, either wired or possibly a mobile hotspot if ethernet is not an option. Are the computer and ActivPanel on the same subnet?

      What operating system are you using? Have you run any updates recently?

      We look forward to hearing back from you.

      Thanks,

      Michael

      Promethean Support

    • #31779
      Michael PrometheanMichael Promethean
      Participant

      Hi Kevin,

      Thanks for reaching out. Can you tell us what version of firmware is listed on your ActivBoard? Many times, upgrading the firmware will resolve this type of issue. When doing so, you will want to ensure that you are directly connected to the ActivBoard via a USB cable no longer than 9 feet or 3 meters.

      Assuming you have one of our 300 series ActivBoards, this article will help locate the correct firmware and provide instructions on how to complete that upgrade.

      Michael

      Promethean Support

    • #30290
      Michael PrometheanMichael Promethean
      Participant

      Hi Richard,

      How are you sharing the screen from the Mac? Are you using the Chrome extension, AirPlay or the application?

      Please test with another method of sharing to see if there is any improvement with audio. While we do tend to see that these types of issues are network related, some methods may work better on your network than others.

      Thanks,

      Michael

      Promethean Support

    • #30289
      Michael PrometheanMichael Promethean
      Participant

      Hi David,

      Many thanks for your post. If you would like access to the Google Play Store on your Elements Series ActivPanel, this feature needs to be activated within the Panel Management platform on the myPromethean website.

      Do you have have an organisation set up already? Is this particular ActivPanel enrolled to your organization? The user guide should point you in the right direction.

      Alternatively, you can access Google Play if you have a Promethean Chromebox, should you have one of these devices.

      Thanks,

      Michael

      Promethean Support

       

    • #33119
      Michael PrometheanMichael Promethean
      Participant

      Hi Paul,

      Yes, you should still be able to upload that video. We look forward to seeing it.

      Thanks,

      Michael

      Promethean Support

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