Promethean Pen issues

MK-2 · 20-04-2007, 08:28 AM

This seems a bit of a strange one:

One specific laptop has the Activ software installed, the icon shows it is running, everything is fine, yet the pen has no effect on the board.
Same pen works elsewhere and same board works with other laptops.
There are no driver issues, I've tried reinstalling the driver/software and it does the same, and we have the same brand laptop working elsewhere.

Anyone ever had problems with just the pen not responding when all things show it should be?

Geoff · 20-04-2007, 08:36 AM

cable/broken port on laptop? Also is it USB or serial or keyspan? If it's keyspan, try reinstalling the keyspan driver.

Hcc2 · 20-04-2007, 08:38 AM

we had the same problem and we found you have to reset the boards power to re-enable the pen, simply de-power the board for 5 mins then plug back in.

MK-2 · 20-04-2007, 08:46 AM

thing is, the board works with a seperate laptop. so that would indicate all hardware except the laptop being ok.

last resort is to ghost the laptop and see if it's something the teacher has installed.

i'll still try powering the board down though.

thanks guys

bishopsgarthstockton · 20-04-2007, 08:58 AM

is device manager flagging any problems?

ZeroHour · 20-04-2007, 09:13 AM

We are having the same issue. Our slates work when linked and can control the PC but the board does nothing.
I have tried the usual tricks to no success so far.
No errors anywhere including event logs. It was working yesterday morning and then just gave up.

StuartC · 20-04-2007, 09:17 AM

try updating to activdriver 4.1.9, there were a few connectivity problems in 4.1.8. or try phoning support, or email through the form on http://uk.prometheankb.com/

ZeroHour · 20-04-2007, 09:20 AM

God they release updates almost as fast as Raisers Edge lol.
I will try that version and let you know.

StuartC · 20-04-2007, 09:47 AM

hehe, if you find a problem we release a fix

btw, love the sig

witch · 20-04-2007, 10:06 AM

You say there are no driver issues - in my experience it is that the proper activ driver is not being used, but a generic driver is. Have you forced it to take the ACTIV driver? Sometimes it looks as if it has been installed and says it is fine but it is not using it!
Go to device manager
USB Human Interface Device
(If not there try usb connector in the other port)
Right click Update driver
NOT autosearch
Choose from list
There will be 2 possible choices:
Choose the USB Activboard driver

Always keep the USB connector in the same port
I Hate Prometheans:
2 schools, one all Smartboards, one all Prometheans.
Smartboard school, no driver or software issues in 3 years
Promethean school, driver and software issues every week minimum!

StuartC · 26-04-2007, 05:51 PM

actually that statement has been wrong since before xmas 2006. the driver from 4.1.8 onwards has been signed by microsoft so it can be used correctly. I currently have only heard of 1 problem with 4.1.9 activdriver and that has been internal, so no customer reported issues. which I think is a first.

tosca925 · 26-04-2007, 08:54 PM

Anyone got the 4.1.9 activdriver driver or have alink to download it?

ZeroHour · 26-04-2007, 10:34 PM

Its on the site. I got it from there.

alonebfg · 27-04-2007, 07:40 AM

We Have cal problems with the driver on some laptops and it drive the teaches mad and we have the most up to date driver. About every 1 hour they have to recalabrate with ap3 but the ones with 2.5 are ok.

plexer · 27-04-2007, 07:57 AM

StuartC: I presume you are from promethean?

Ben

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20-04-2007, 08:28 AM	#1
MK-2 Join Date: Oct 2006 Location: Nottingham Posts: 655 Thanks: 12 Thanked 5 Times in 5 Posts Rep Power: 8	Promethean Pen issues This seems a bit of a strange one: One specific laptop has the Activ software installed, the icon shows it is running, everything is fine, yet the pen has no effect on the board. Same pen works elsewhere and same board works with other laptops. There are no driver issues, I've tried reinstalling the driver/software and it does the same, and we have the same brand laptop working elsewhere. Anyone ever had problems with just the pen not responding when all things show it should be?

20-04-2007, 08:36 AM	#2
Geoff Join Date: Jun 2005 Location: Fylde, Lancs, UK. Posts: 9,887 Thanks: 42 Thanked 223 Times in 203 Posts Blog Entries: 1 Rep Power: 66	Re: Promethean Pen issues cable/broken port on laptop? Also is it USB or serial or keyspan? If it's keyspan, try reinstalling the keyspan driver.

20-04-2007, 08:38 AM	#3
Hcc2 Join Date: Jul 2006 Location: Hailsham, East Sussex Posts: 4 Thanks: 0 Thanked 0 Times in 0 Posts Rep Power: 0	Re: Promethean Pen issues we had the same problem and we found you have to reset the boards power to re-enable the pen, simply de-power the board for 5 mins then plug back in.

20-04-2007, 08:46 AM	#4
MK-2 Join Date: Oct 2006 Location: Nottingham Posts: 655 Thanks: 12 Thanked 5 Times in 5 Posts Rep Power: 8	Re: Promethean Pen issues thing is, the board works with a seperate laptop. so that would indicate all hardware except the laptop being ok. last resort is to ghost the laptop and see if it's something the teacher has installed. i'll still try powering the board down though. thanks guys

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Promethean Pen issues

20-04-2007, 08:58 AM	#5
bishopsgarthstockton Join Date: Nov 2006 Posts: 551 Thanks: 0 Thanked 0 Times in 0 Posts Rep Power: 0	Re: Promethean Pen issues is device manager flagging any problems?

20-04-2007, 09:13 AM	#6
ZeroHour Join Date: Dec 2005 Location: Aberdeen, Scotland Posts: 1,964 Thanks: 100 Thanked 203 Times in 91 Posts Blog Entries: 1 Rep Power: 47	Re: Promethean Pen issues We are having the same issue. Our slates work when linked and can control the PC but the board does nothing. I have tried the usual tricks to no success so far. No errors anywhere including event logs. It was working yesterday morning and then just gave up.

20-04-2007, 09:17 AM	#7
StuartC Join Date: Jul 2005 Location: Lancashire Posts: 142 Thanks: 2 Thanked 1 Time in 1 Post Rep Power: 0	Re: Promethean Pen issues try updating to activdriver 4.1.9, there were a few connectivity problems in 4.1.8. or try phoning support, or email through the form on http://uk.prometheankb.com/

20-04-2007, 09:20 AM	#8
ZeroHour Join Date: Dec 2005 Location: Aberdeen, Scotland Posts: 1,964 Thanks: 100 Thanked 203 Times in 91 Posts Blog Entries: 1 Rep Power: 47	Re: Promethean Pen issues God they release updates almost as fast as Raisers Edge lol. I will try that version and let you know.

20-04-2007, 09:47 AM	#9
StuartC Join Date: Jul 2005 Location: Lancashire Posts: 142 Thanks: 2 Thanked 1 Time in 1 Post Rep Power: 0	Re: Promethean Pen issues hehe, if you find a problem we release a fix btw, love the sig

20-04-2007, 10:06 AM	#10
witch Join Date: Nov 2005 Location: Dorset Posts: 1,937 Thanks: 7 Thanked 35 Times in 32 Posts Rep Power: 16	Re: Promethean Pen issues You say there are no driver issues - in my experience it is that the proper activ driver is not being used, but a generic driver is. Have you forced it to take the ACTIV driver? Sometimes it looks as if it has been installed and says it is fine but it is not using it! Go to device manager USB Human Interface Device (If not there try usb connector in the other port) Right click Update driver NOT autosearch Choose from list There will be 2 possible choices: Choose the USB Activboard driver Always keep the USB connector in the same port I Hate Prometheans: 2 schools, one all Smartboards, one all Prometheans. Smartboard school, no driver or software issues in 3 years Promethean school, driver and software issues every week minimum!

26-04-2007, 05:51 PM	#11
StuartC Join Date: Jul 2005 Location: Lancashire Posts: 142 Thanks: 2 Thanked 1 Time in 1 Post Rep Power: 0	Re: Promethean Pen issues actually that statement has been wrong since before xmas 2006. the driver from 4.1.8 onwards has been signed by microsoft so it can be used correctly. I currently have only heard of 1 problem with 4.1.9 activdriver and that has been internal, so no customer reported issues. which I think is a first.

26-04-2007, 08:54 PM	#12
tosca925 Join Date: Aug 2005 Location: Midlands Posts: 1,561 Thanks: 4 Thanked 2 Times in 2 Posts Rep Power: 10	Re: Promethean Pen issues Anyone got the 4.1.9 activdriver driver or have alink to download it?

26-04-2007, 10:34 PM	#13
ZeroHour Join Date: Dec 2005 Location: Aberdeen, Scotland Posts: 1,964 Thanks: 100 Thanked 203 Times in 91 Posts Blog Entries: 1 Rep Power: 47	Re: Promethean Pen issues Its on the site. I got it from there.

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27-04-2007, 07:40 AM	#14
alonebfg Join Date: Aug 2006 Location: south west some of the time Posts: 786 Thanks: 9 Thanked 27 Times in 15 Posts Blog Entries: 4 Rep Power: 10	Re: Promethean Pen issues We Have cal problems with the driver on some laptops and it drive the teaches mad and we have the most up to date driver. About every 1 hour they have to recalabrate with ap3 but the ones with 2.5 are ok.

27-04-2007, 07:57 AM	#15
plexer Join Date: Dec 2005 Location: Norfolk Posts: 4,133 Thanks: 30 Thanked 93 Times in 92 Posts Rep Power: 32	Re: Promethean Pen issues StuartC: I presume you are from promethean? Ben

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