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AV and Multimedia Related Thread, HELP! Promethean Board issue in Technical; We have a new Promethean 378pro board which continually drops the sound - the on button changes from green to ...
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    witch's Avatar
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    HELP! Promethean Board issue

    We have a new Promethean 378pro board which continually drops the sound - the on button changes from green to red randomly. The board AND the cable have been changed with no improvement.
    We have tried a laptop that is normally used with no issues on a different 378pro board of the same vintage and it doesn't work either. The teacher's laptop used normally with the failing board works fine with other boards.

    As I said, the board has been changed and the techs who did it did see that there is still an issue, but could suggest nothing other than maybe it was because we use VLC player - which we do all over the school without an issue.

    Can anyone offer ANY suggestions at all?

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    Steve21's Avatar
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    Have you had a word with their official support team yet? There are a bunch of "official unofficial" patches to certain board firmwares that aren't released through normal updates etc. Had a few newer boards with issues that have been fixed through these.

    Steve

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    witch's Avatar
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    Quote Originally Posted by Steve21 View Post
    Have you had a word with their official support team yet? There are a bunch of "official unofficial" patches to certain board firmwares that aren't released through normal updates etc. Had a few newer boards with issues that have been fixed through these.

    Steve
    This all went through support and the only thing they can suggest is plugging in the board/laptop etc into an extension from another room to eliminate power issues.
    They have replaced the board so it has to be something in the room, doesn't it?

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    DaveP's Avatar
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    Quote Originally Posted by witch View Post
    We have a new Promethean 378pro board which continually drops the sound - the on button changes from green to red randomly...
    When we saw this on our board we suspected enemy action [Student interference] We have two of these boards and in September that number will be five. So far we have only been called out to address issues [regularly] in one room and only after break or lunch when students have been in the room unattended.

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    witch's Avatar
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    Quote Originally Posted by DaveP View Post
    When we saw this on our board we suspected enemy action [Student interference] We have two of these boards and in September that number will be five. So far we have only been called out to address issues [regularly] in one room and only after break or lunch when students have been in the room unattended.
    Afraid not. I saw it do it at least twice - the first time I managed to get it back to green and didnt even get out of the door before it had gone again

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    plexer's Avatar
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    Just because they replaced the board doesn't mean the new board isn't also faulty.

    Ben

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    witch's Avatar
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    Quote Originally Posted by plexer View Post
    Just because they replaced the board doesn't mean the new board isn't also faulty.

    Ben
    Well, yes, but seems unlikely. I have two others from the same "batch" as the first one and they are fine

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    plexer's Avatar
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    Move one of the other boards that works elsewhere in to the room?

    Ben

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    Swapped the external power brick for a known good one? Or if it's a "power brick optional" board, add one to see if that helps?

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    witch's Avatar
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    Everything pertaining to the board was changed with it, unfortunately

    Moving the board is a possibility but as I don't work holidays and am a lone, part-time, tech, it might be a bit difficult.

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    john's Avatar
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    If the board plugs into the mains ensure that it and the Laptop are plugged into the same mains socket and try that?

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    witch's Avatar
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    Quote Originally Posted by john View Post
    If the board plugs into the mains ensure that it and the Laptop are plugged into the same mains socket and try that?
    Promethean have suggested that we run an extension from another room to try that - currently the board and the laptop are plugged into the same mains socket

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    Jamman960's Avatar
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    Very odd, have you been able to pin it down to an event? ie does it stay on until you attempt to play sound through it or just go off randomly? if its just random I wonder if it'd do the same with the laptop disconnected - assuming all power to the board isn't cut once you disconnect it, it might also be worth trying a phone or mp3 player via the 3.5mm input to see if that produces the same issue.

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    Quote Originally Posted by witch View Post
    Promethean have suggested that we run an extension from another room to try that - currently the board and the laptop are plugged into the same mains socket
    I would go with that, ensure it is a different ring to the one in that room (it is not uncommon for a few rooms to be on the same ring if its an old wiring setup V new ones where its often a ring a room)

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    witch's Avatar
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    Quote Originally Posted by Jamman960 View Post
    Very odd, have you been able to pin it down to an event? ie does it stay on until you attempt to play sound through it or just go off randomly? if its just random I wonder if it'd do the same with the laptop disconnected - assuming all power to the board isn't cut once you disconnect it, it might also be worth trying a phone or mp3 player via the 3.5mm input to see if that produces the same issue.
    That is another thing promethean have asked us to do. I don't know if it stays on until you try and play sound through it because you don't need it until you do and the teacher tends not to turn it on!


    Quote Originally Posted by john View Post
    I would go with that, ensure it is a different ring to the one in that room (it is not uncommon for a few rooms to be on the same ring if its an old wiring setup V new ones where its often a ring a room)
    No clue as to how I would tell if it was on the same ring or not but I suspect it probably is one big ring for that part of the school as it is in the older bit (60's? 70's? - don't know)

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