loxford120 Posted June 2, 2015 Posted June 2, 2015 We have just installed new Active Panels and are using Dell Optiplex 3020 desktop with DP to HDMI connection via converter. The problem we are experiencing is that the touch feature is intermittently working and USB cable does not get recognised when connected to different ports. I have managed to get it working so far by connecting the USB cable to a USB 3.0 port but even with that it is on and off and sometimes need to re-connect it few times for it to recognise. I have installed the latest Active driver and have enabled touch options in Active inspire but I believe its more hardware related than software. Has anyone had similar issues with these Promethean Active Panels? Thanks Sha
phillyrovers Posted June 2, 2015 Posted June 2, 2015 Hi Sha, Just a bit of background information for you: USB have changed the specification of USB 3.0, when compared with USB 2.0. The maximum cable length that they now recommend, when connecting to either: A USB 3.0 port, or a USB 2.0 that is controlled by the USB 3.0 chipset, should be no longer than 3m. So I would initially recommend that you use a USB cable that is no longer than 3m. Promethean have started shipping newer ActivPanels out with 3m cables in the box because of this. We have also heard recently of some other DELL users that report USB disconnections when DVI and HDMI are being used simultaneously, this causes the motherboard in the DELL to have a voltage drop, and then this drops the USB connection. So a simple test for this is to use a VGA connection only, and keep the USB connected, do you get the disconnects happening? However I would be inclined to ensure that your USB cable run is no longer than 3m. Please let us know how you get on.
mowgli82 Posted June 2, 2015 Posted June 2, 2015 Have you tried an active USB cable. Newer PCs don't seem to pump out as much power through their USB ports as older machines. 1
achedgy Posted June 2, 2015 Posted June 2, 2015 Found much the same, extending the usb length beyond the supplied cable can cause problems... I like to have a wall socket for staff to plug into rather than have them fiddling behind the screen. But have to had to use short cables to allow that..
loxford120 Posted June 2, 2015 Author Posted June 2, 2015 Thanks for your replies. I have noticed that the screens are losing signal when turned on in the morning with the HDMI to DP connected (I am using a Lindy HDMI to DP converter) but if I do connect VGA and USB, I have heard there are lag issues with the pens and HDMI connection is required for touch to work properly. However will try the VGA option. Not sure if 3M cables have been supplied but they seem to be standard USB 2.0 cables. I haven't tried the Active USB cable but any ideas will be appreciated. We got rid of the old Active Boards which had various USB issues only to now be stuck with these new problems.
loxford120 Posted June 2, 2015 Author Posted June 2, 2015 achedgy, what USB cable did you purchase and what length? I might have to order these.
achedgy Posted June 2, 2015 Posted June 2, 2015 I've been using a 1m from the socket to face plate and a 1.8m from faceplate to PC
NikChillin Posted November 18, 2016 Posted November 18, 2016 We are having the same issues with Genee touchscreens, and we use Dell Optiplex 3020 on Win 7 32 bit. The cables are not more than 2 metres. Might be worth trying an active USB cable. However, the older Genee boards we have do not have this issue.
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