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    • #34631
      Slim PrometheanSlim Promethean
      Moderator

      Hello Szimmerle,

      Many thanks for your post. Due to the nature of this issue, we’d like to e-mail you directly so that we can assist you further.

      Kind regards,
      Slim

      Promethean Technical Support

    • #34344
      Slim PrometheanSlim Promethean
      Moderator

      Hi Devin,

      Many thanks for your post. Due to the nature of this issue, we’d like to e-mail you directly so that we can assist you further.

      Kind regards,
      Slim

      Promethean Technical Support

    • #34251
      Slim PrometheanSlim Promethean
      Moderator

      Hi Curtis,

       

      Thank you for your post.

       

      We hope the steps above help you fix the issue with your ActivBoard.

       

      Should the problem persist, please let us know so we can continue our investigation.

       

      We look forward to reading from you.

       

      Kind regards,
      Slim

      Promethean Technical Support

    • #34142
      Slim PrometheanSlim Promethean
      Moderator

      Hello Tamerah,

       

      Thank you for your post.

       

      In order to better help you fix the issue, can you please provide us with the below information:

       

      1. The product codes of your ActivBoards? This should be located on a sticker where you have your product serial number.

      2. The full version of your Operating System.

      3. What is the ActivDriver version installed on the computers?

      4. What is the current version of the ActivBoard’s firmware?

       

      We look forward to receiving your reply.

       

      Kind regards,
      Slim

       

      Promethean Technical Support

    • #34075
      Slim PrometheanSlim Promethean
      Moderator

      Hello Joy,

       

      Thank you for your reply.

       

      You may locate your ActivInspire version by clicking on the Help Menu > About.

       

      This article may be helpful should you need more details on how to locate your software version.

       

      In order to fix the issue, kindly perform a manual uninstall of the current version of ActivInspire by following these steps.

       

      Once done, please proceed with installing our latest ActivInspire version.

       

      We hope this helps fix the issue. Please let us know should the error persist.

       

      Kind regards,
      Slim

      Promethean Technical Support

    • #34054
      Slim PrometheanSlim Promethean
      Moderator

      Hello Tiffany,

      Thank you for your post.

      Kindly be informed that the Google Managed Services (GMS) on all ActivPanels Element Series need to be activated through the Panel Management section of the My Promethean Portal website.

      If you have created an account on our panel management platform, please access your organization and enroll your panel.

      Once done, you will be able to enable GMS, thus the Play Store through the integration option (see page 14 of the User Guide below).

      If you have not created an account or our MDM platform and have never submitted an organization request, you will need to do that first in order to enroll your panel and activate the GMS.

      You can download our Panel Management User Guide by clicking here.

      We hope our reply brings more clarity to the matter.

      Please let us know if you need any further information.

      Have a wonderful weekend.

      Kind regards,
      Slim

      Promethean Technical Support

    • #34039
      Slim PrometheanSlim Promethean
      Moderator

      Hi Ami,

      Many thanks for your post. Due to the nature of this issue, we’d like to e-mail you directly so that we can assist you further.

      Kind regards,
      Slim

      Promethean Technical Support

    • #34037
      Slim PrometheanSlim Promethean
      Moderator

      Hi Wayne,

      Thank you for your post.

      Indeed, the latest ActivInspire version that supports the ActiView AV324 is 2.18.

      Please find below the download link for both Windows and Mac:

      It is worth noting that the ActiView AV 324 is not fully supported by Windows 10.

      We hope this helps bring more clarity to the matter.

      Let us know if we can be of any further assistance.

      Kind regards,
      Slim

      Promethean Technical Support

    • #33941
      Slim PrometheanSlim Promethean
      Moderator

      Hello Varsha,

       

      Thank you for your post and please accept our apologies for the delay in response.

       

      Kindly be informed that Promethean does not support any third-party deployment software, thus we do not have any instructions on how to deploy ActivInspire via SCCM.

       

      Should you need any further information on the network installation procedure of ActivInspire, we highly suggest you visit this support article.

       

      We are sorry that we are unable to provide a solution to your query and hope you will manage to deploy the software using SCCM.

       

      Kind regards,

      Slim

       

      Promethean Technical Support

    • #33908
      Slim PrometheanSlim Promethean
      Moderator

      Good afternoon Idaliz,

      Thank you for your post.

      In order to better help you with your query, can you please confirm the product code of your interactive board?

      This can be found on a sticker with the serial number. More information on where to locate your product code can be found here.

      We would first need to identify the model of your ActivBoard/ActivPanel so we can provide you with the most accurate response.

      We look forward to reading from you.

      Kind regards,
      Slim

      Promethean Technical Support

    • #33689
      Slim PrometheanSlim Promethean
      Moderator

      Hello Paul,

      Thank you for your post.

      In order to better understand your issue and provide you with the best resolution, can you please provide us with the following information:

      1. On what operating system are you mirroring from? (Windows, Android, iOS, or via Chrome Extension?)
      2. What is the Firmware version of your ActivConnect?
      3. When connecting the mirroring device and the ActivConnect to a wifi hotspot, does the issue persist?
      4. If the issue is resolved, please apply the following settings to your Network.

      We look forward to receiving your reply.

      Kind regards,
      Slim

      Promethean Technical Support

    • #33674
      Slim PrometheanSlim Promethean
      Moderator

      Good afternoon Tonya,

      Thank you for your post.

      In order to better understand the issue, can you please provide us with the following information:

      1. When connecting your HP computer and ActivPanel/OPS module to a Wifi Hotspot network, does the time-out issue persist?

      2. Please forward this article to your IT network administrator to apply the necessary settings to your network.

      3. What happens to the computer when the connection times out? Does it go to standby? Please check your power management options to make sure the computer doesn’t automatically go to sleep after a certain period of time.

      4.  Are both the Panel/OPS module and computer connected to the same network?

      5. Are you using an ActivPanel Element series with your computer, or do you use an ActivConnect OPS module to run the Screen Share app?

      6. What is the firmware version of your ActivPanel or OPS module (this can be accessed from the “Update” App)?

      We look forward to receiving your reply.

      Kind regards,
      Slim

      Promethean Technical Support

    • #33564
      Slim PrometheanSlim Promethean
      Moderator

      Hello Jackie,

      Thank you for your message.

      Can you please perform a factory reset of your ActivConnect OPS by following the instructions in the link below:

      1546

      Does this solve the issue?

      We look forward to receiving your reply.

      Kind regards,
      Slim

      Promethean Technical Support

    • #33499
      Slim PrometheanSlim Promethean
      Moderator

      Hello John,

      Thank you for your post.

      We would highly recommend saving your work to a stable location first, i.e. directly to your hard drive. You can then copy the file to your network drive.

      We have seen similar instances where saving to a network location has caused flipchart corruption.

      We strongly suggest you upgrade your ActivInspire to the latest version too. This can be downloaded from here.

      Regarding case 01093389, we have spoken to Carole this morning and everything has been sorted out.

      We hope you find this reply helpful.

      Please let us know if we can be of any other assistance.

      Kind regards,
      Slim

      Promethean Technical Support

    • #33470
      Slim PrometheanSlim Promethean
      Moderator

      Hi,

      We would like to thank you all for your posts.

      Please be assured, our DevTeam is working relentlessly to fix the issue.

      Kindly accept our deepest apologies for this unusual inconvenience. We would like to inform you that the current firmware update has been pulled.

      We do not currently have a target fix, but we are doing our best to resolve this situation as quickly as possible.

      We highly recommend you subscribe to our newsletter in the link below as all firmware release notes get published here:

      Announcements

      We deeply apologise for this inconvenience.

      Kind regards,
      Slim

      Promethean Technical Support

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