garethEds Posted November 25, 2020 Posted November 25, 2020 Hi All, We are having trouble trying to upgrade our oldest boards. They simply do not work on Windows 10 1909. So I'm in the process of upgradng firmware. However my first board has failed with 'This type of device is not upgradeable. Please contact technical support'. I cannot afford to go around upgrading every ActivBoard 1 to a newer version - so need to find answers. Why would I not be able to upgrade firmware? The board is currently on 2.63 Build 0 and we are going to 2.71 Build 0 - but cannot. Any help appreciated. Any email for Promethean Support? Gareth
Norphy Posted November 25, 2020 Posted November 25, 2020 Are there firmware versions between the one you’re running and the one you’re trying to install? Might be worth installing that first, as an intermediary step?
phillyrovers Posted November 25, 2020 Posted November 25, 2020 Hi Gareth, I highly suspect that your boards are 'serial' connected, (Even if it is through a Serial-USB converter) given the firmware versions. Do you happen to know if the version has a 'v' or a 'T' before it? e.g. T2.63? When you say they simply do not work, what actually happens? - Do you get a connection within ActivManager or not? You may also want to take a look at our support forums for issues seen with Blue Screen crashes with older boards and Windows 10, and the access to an unsupported driver (which will need secure boot and or driver signature enforcement turning off): https://community.prometheanworld.com/forums/topic/update-to-1st-generation-2nd-generation-ab100-ab300-ab500-bsod-windows-10-1903/ I would recommend you contact Promethean Technical Support via: https://support.prometheanworld.com/ and send the team an email with the full setup details (cabling converters etc) and they will advise the best course of action. Thanks
garethEds Posted November 26, 2020 Author Posted November 26, 2020 Hi @phillyrovers, We've had to connect it back to a Windows 7 SP1 machine to get some of this information. The board is USB Firmware is reported as V2.63 Build 0 Driver Version is 5.8.46.3 ID is 1 The serial number field does not show. The software driver on the W7 machine shows 5.8.19 which is the latest Taking the board off the wall tells me: Model Number/Product Code: PRM-AB1-01 Serial Number: 4093763071 Internet firmware update tells me there is no update available. Is there a file that would help? I'll move this to the Promethean Support online to see if there is a reply - but will keep checking here. Thanks Gareth
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