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Promethean Direct Support Thread, Promethean 378 Pro USB Issue in Direct Support; Good Morning we have recently had a number of Promethean 378 Pro whiteboards installed and are experienceing a problem with ...
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    Promethean 378 Pro USB Issue

    Good Morning

    we have recently had a number of Promethean 378 Pro whiteboards installed and are experienceing a problem with the USB interfaces. The board becomes unresponsive, the active driver cannot find the board and also sound does not work via the usb sound card. There is no pattern that we can see to this. It happens at random time intervals and has happened on each board that we have (not limited to one).

    All boards are brand new and all connected computers are brand new RM workstations. We are using Windwows XP SP3 and active inspire v1.6 (including the latest active driver).

    The only way we have been able to resolve this is to unplug the board and plug it back it, after which the computer recognises it and the active driver automatically connects to it.

    Any help with this would be greatly appreciated as this is currently affecting around 20 stations with another 15-20 due to be installed very soon.

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    Hi there,

    There are a couple of things here that you can try.

    The first one, are you using any USB extenders or anything like that? If you are, it may be this that is causing the issue. Please ensure that the USB cable that is connected to the board does not exceed 2 metres if your setup includes a wall box, or 5 metres if connected to the board directly. Unfortunately, we can only support the cables that are supplied with the board (which is either 5m direct or 2m from the wallbox), however, there are some customers that purchase boosted USB extenders, and they do seem to work ok.

    If it is not the wallbox, it may be that a firmware upgrade be required. We have seen on some very rare occassions that a piece of software has interogated the USB ports on the computer, which has caused the board to lose interactivity. There is an update available for this issue, and our support team woud be able to advise you on how to do it.

    If you need to contact Support, please visit Prometheankb.com.

    Hope this helps!

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    Thanks for your reply.

    The boards were installed using the 5m cable included so this shouldnt be an issue. We are now in contact with Promethean to try the firmware update root.

    Thanks

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    Quote Originally Posted by ianplant85 View Post
    We are now in contact with Promethean to try the firmware update root.

    Thanks
    Hi,

    Did Promethean get this issue resolved for you? We have the same issue on several computers with whiteboards attached in our school.

    Thanks,

    Lin

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