rjf2019 Posted March 9, 2021 Posted March 9, 2021 We have a number of Promethean ActivBoard boards across our school, which were purchased in 2014. When we upgraded to Windows 10, we kept getting a Blue Screen of Death, which was resolved after updating the firmware on the boards. However, we now have the issue of the board frequently disconnecting and reconnecting via USB. This triggers an alert noise, notification and leaves the board unresponsive to touch for a short time. Mostly, it will do it every few hours, but sometimes will get into a sort of loop and run continuously for a minute. Things that trigger it are other devices being connected via USB and I also believe ActivInspire being open (even if being unused in the background.) We have a case open with Promethean support, but we don't seem to be making much progress. Some of the steps to resolve this include connecting it to a PC with the same version of Windows (but not domain joined so no GP applied.) Has anyone else had a similar issue? Did you find a resolution?
chazzy2501 Posted March 9, 2021 Posted March 9, 2021 (edited) if we ignore the firmware and OS updates... Then I'd say the USB run is too long or the cables to cheap. Cheapo USB cables are thin and have a high resistance and can stop certain devices working reliably despite being well within the 5m limit. as a sanity check I'd purchase a high quality cable and try one out. something with a low AWG if you can find them. EDIT: too optimistic on the AWG Edited March 9, 2021 by chazzy2501
achedgy Posted March 9, 2021 Posted March 9, 2021 I found this with some of our boards/screen after upgrading staff laptops to Windows 10. Seemingly Windows 10 is a little more agressive with the power savings of certain USB chipsets. Answer was always to put a shorter cable in place. Sometimes we had to bypass wall plates and plug directly into the screen. One occasion where we needed a certain length we had to use a USB powered hub to sort it. Hope that helps
adamkirkz Posted March 9, 2021 Posted March 9, 2021 Hi Usually with newer computers they have different chipsets, more so USB 3 chipsets which as per achedgy, are a little more aggressive with power savings of certain usb chipsets. The ActivBoards were supplied with 5 meter USB 2 cables, sometimes in the form of a 3m and 2m depending on the type of system that was being installed at the time. If its just purely wallmounted, it's probably 5m in length. With USB 3 devices/chipsets, this only supports up to 3m in length as USB 2 was 5m. Shorter, direct (if not already) USB cables should resolve this issue. If USB 3 chipsets are in use, you could try running the ActivBoards USB cable to a USB 2.0 hub and seeing if this holds a more stable connection. I hope this helps.
GizmoIT Posted March 9, 2021 Posted March 9, 2021 Likewise, We resolved a similar issue by running the boards through a powered USB hub 1
rjf2019 Posted March 9, 2021 Author Posted March 9, 2021 Really helpful. Thank-you all. The USB cable has been replaced, but only for another of the same length. Do these two products look like they would do the trick? https://www.amazon.co.uk/Vemont-Individual-Switches-Powered-Ultrabooks/dp/B01MQE53GL/ref=sr_1_5?dchild=1&keywords=powered+usb+hub&qid=1615293569&sr=8-5 and https://www.amazon.co.uk/AmazonBasics-Male-B-Male-Cable-Feet/dp/B00NH13DV2/ref=sr_1_1_sspa?dchild=1&keywords=3m+usb+cable&qid=1615293599&sr=8-1-spons&psc=1&spLa=ZW5jcnlwdGVkUXVhbGlmaWVyPUExVkYyVjVHRzBRMUYxJmVuY3J5cHRlZElkPUEwNTcyNjU5MlVITFhJNUZRRlRKSiZlbmNyeXB0ZWRBZElkPUEwOTMxMTA3M0ZBRlpBMzFUR0dSTiZ3aWRnZXROYW1lPXNwX2F0ZiZhY3Rpb249Y2xpY2tSZWRpcmVjdCZkb05vdExvZ0NsaWNrPXRydWU= More than happy to pay more money for better quality if it is needed - open to suggestions.
chazzy2501 Posted March 9, 2021 Posted March 9, 2021 This is the sure fire no messing cable: https://www.lindy.co.uk/cables-adapters-c1/usb-c449/5m-usb-2-0-type-a-to-b-cable-cromo-line-p11346 or https://www.lindy.co.uk/cables-adapters-c1/usb-c449/3m-usb-2-0-type-a-to-b-cable-cromo-line-p11345 This was the only cable to state the AWG of the wire. 1
rjf2019 Posted March 11, 2021 Author Posted March 11, 2021 Hi Usually with newer computers they have different chipsets, more so USB 3 chipsets which as per achedgy, are a little more aggressive with power savings of certain usb chipsets. The ActivBoards were supplied with 5 meter USB 2 cables, sometimes in the form of a 3m and 2m depending on the type of system that was being installed at the time. If its just purely wallmounted, it's probably 5m in length. With USB 3 devices/chipsets, this only supports up to 3m in length as USB 2 was 5m. Shorter, direct (if not already) USB cables should resolve this issue. If USB 3 chipsets are in use, you could try running the ActivBoards USB cable to a USB 2.0 hub and seeing if this holds a more stable connection. I hope this helps. I have a the high quality 3m cable sold by Lindy that was recommended, which didn't solve it on its own. I now have the board connected via the USB hub, which also has not resolved it. I've just noticed that you've specified a USB 2.0 hub, and I have bought a USB 3.0 hub. Is it worth me trying a USB 2.0 hub powered hub? If not, does anyone have any other suggestions?
chazzy2501 Posted March 17, 2021 Posted March 17, 2021 no, you've done everything right. I could only blame the chipset on the laptop (frail or touchy) or the board firmware at this point. A docking station for the laptops (maybe) if they're USBC... I have a few purplely pink avctiv boards (15 years old) working on puny thin 5m cables into our HP Probook 440 G7 and have never done a firmware update on them. No issues.. (not helpful) Those boards have their own 6Volt PSU though.
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