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ActiveInspire closing or crashing

Jobos

By Jobos
in Promethean Direct Support

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Jobos

Jobos

Posted
Posted

Since upgrading Inspire to 2.21 numerous staff have reported Inspire has closed without warning. Nothing is showing in the event log so I assume this is a bug in the latest version of Inspire.

 

Is anyone else getting this issue?

phillyrovers

phillyrovers

Posted
Posted

Hi Jobos,

We have a seen a small increase of crashing within ActivInspire, however there is nothing 'concrete' and we have not been able to replicate any specific steps that a user can use to cause a crash.

Do you have any specific steps that you or your teachers are following that would assist us in finding some replication steps?

I would highly recommend that you contact Promethean through the support pages detailing as much information as you can provide. Contact-2 | Promethean Support (prometheanworld.com)

 

Thanks

Jobos

Jobos

Posted
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@phillyrovers thanks for the reply. It started last week after I moved from 2.19 to 2.21 and four teachers reported on the same day that Inspire would close on it's own. The one teacher I quizzed about it said simply switching applications caused the crash i.e. switching from inspire to check email. Rolling back Inspire to 2.19 has fixed the issue.
markiof

markiof

Posted
Posted (edited)
Hi @Jobos - thanks for that update. Seems there may be something going on but nothing that can be pinned down yet. If you do see some kind of pattern then please do get in touch with Promethean. Edited by markiof
Michael

Michael

Posted
Posted

I'm curious, what compelled you to upgrade to 2.21? I still have users on 2.14 with the latest ActivPanel and everything works fine.

 

Implementing the admin.ini solution, it stops ActivInspire searching/downloading any new updates upon loading it up.

Jobos

Jobos

Posted
  • Author
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Mainly because 2.21 removed the no flash warning. I know users can tick the box so it will not appear again but that wouldn't stop users panicking when they see the warning the first time.
DavR

DavR

Posted
Posted

Can confirm that we are having this issue with multiple users on multiple workstations since we upgraded to 2.21 from 2.19. Clearing temp files, running a repair, complete uninstall/reinstall, complete Windows 10 reinstall, none have solved the problem for us.

 

Ironically, we'd upgraded to 2.21 in the hope that it would solve our problem where flipcharts stop being interactive during a lesson. Instead, it's caused more trouble. I kinda wished I'd stayed on the early version 2 we had years ago, upgrades have caused us nothing but bother these last few years.

 

Thanks @Jobos for confirming that rollback to 2.19 works, I think I'll do that here as well.

markiof

markiof

Posted
Posted

Hi

 

I am sorry to hear that you are all having issues with ActivInspire 2.21

 

Can I request that any issues of this kind are reported to Promethean Technical Support - that way they can track the true scale of the issue and hopefully find the root cause and the resolution.

Michael

Michael

Posted
Posted

This is why I don't bother with upgrades to ActivInspire, unless there's an essential need. I've had no issues users ticking the box to ignore Flash and admin.ini keeps all users on the same version, which also helps.

 

Previously without it, I found user Downloads folders were literally full of 200MB+ ActivInspire install files!

  • Thanks 2
Jobos

Jobos

Posted
  • Author
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This is why I don't bother with upgrades to ActivInspire, unless there's an essential need. I've had no issues users ticking the box to ignore Flash and admin.ini keeps all users on the same version, which also helps.

 

Previously without it, I found user Downloads folders were literally full of 200MB+ ActivInspire install files!

 

The old saying 'If it's not broken don't fix it' rings true with Inspire!

  • Thanks 2
Katy

Katy

Posted
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Ah, we're still on 1.7.something and it's happening, removing the local profile usually fixes it for "a while". I was considering updating to 2.the-latest but if it's also got issues... (we're still on v1 because as far as I can tell our site licence covers v1 only and they want it everywhere, v2 would have to be on the "devices with the hardware", can you get a site wide serial to put it into Pro mode if you've still got the hardware everywhere?, and also I think v2 introduced a different way that ActivExpression kits worked (needing a login for the teacher) which they didn't like - however nobody really uses those any more as most have died from leaky batteries so that's not in the way any more).

 

I'd really prefer to push everyone to Classflow but its Onedrive for Business integration wasn't very good last time I looked - as in, not easy for a teacher to use (click open, find the file, make changes, click save, job done. It looked like it downloaded the file to somewhere and you couldn't write back to OneDrive?)

phillyrovers

phillyrovers

Posted
Posted

Hi All,

I will repeat here what we have posted on the community thread this morning:

To aid us with our investigations into this, please can you all carry out the below:

 

  1. Wait for ActivInspire to close suddenly
  2. DO NOT RE-OPEN ACTIVINSPIRE
  3. Navigate to c:\Users\ %username%\ AppData\ Roaming\ Promethean\ ActivInspire\ crashDumps
  4. Copy any files you see in this folder to another folder.
  5. Navigate to c:\Users\ %username%\ AppData\ Roaming\ Promethean\ ActivInspire\ crashDumpsOffline
  6. Copy any files you see in this folder to the same folder as point 4.

Send the crash reports you have found, and a copy of the flipchart that was being used into Promethean Technical Support, ensuring that you reference this thread when submitting your case.

If you require an older version installer, please also request this when sending us the crash reports.

 

There are a ton of variables with ActivInspire, and not all of the crashing may be being caused by the same thing, only with these crash reports will we be able t pinpoint code faults, and rectify them.

 

Thanks

  • Thanks 1
  • 3 weeks later...
Guyton

Guyton

Posted
Posted

Just wanted to pop in and say we are also experiencing issue with ActivInspire randomly closing. No entries in Event Viewer, no error messages on screen. It just closes.

I will be following the steps mentioned above in regards to crashDumps and crashDumpsOffline, hopefully something will be available in those folders.

 

We've been living with this problem for quite a while... waiting for a solution and willing to help in any way.

  • 4 months later...
  • 1 month later...
DavR

DavR

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Posted

Did anyone make the jump to 2.22?

 

We went from 2.19 to 2.22 as we were getting quite a lot of crashes, the problems don't seem to have been as chronic as they were in 2.21, but from what I've been hearing back today, they've not been resolved either :mad:

Michael

Michael

Posted
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I'm still using ActivInspire 2.14 + admin.ini as I wrote before with no problems. I could probably find the install files if people are desperate!!
  • Thanks 1
DavR

DavR

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I'm still using ActivInspire 2.14 + admin.ini as I wrote before with no problems. I could probably find the install files if people are desperate!!

 

It's tempting Michael!

 

I'm going to pursue this with Promethean for now, as they don't deserve to get away with it, but I may come back to you....

colin79666

colin79666

Posted
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Did anyone make the jump to 2.22?

 

We went from 2.19 to 2.22 as we were getting quite a lot of crashes, the problems don't seem to have been as chronic as they were in 2.21, but from what I've been hearing back today, they've not been resolved either :mad:

 

Same experience for us. We went back to 2.19 after trying 2.21. Have been testing 2.22 in a few different combinations of panels and Windows 10 clients with several reports of crashes that didn’t happen with 2.19.

  • Thanks 1
  • 1 month later...
Guyton

Guyton

Posted
Posted

We have made the jump to 2.22, we have had some problems, but they seem to be resolved after following article 1793 on how to reset ActivInspire back to default.

One user is still experiencing issues, even after following article 1793 but I have yet to troubleshoot further, reported the crashing this morning.

I hope to report back with my findings soon, but I suggest if upgrading to 2.22, follow article 1793, it has solved MANY issues so far.

  • Thanks 2
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