Finger works but pen does not

[discoveranother]

Hi,

 

Have a user with Windows 10 Pro 64 Bit and the school has Activ Panels 6. She has the latest drivers and ActivInspire software installed but oddly, no matter which board she connects to the pens don't work, but using her finger does.

 

I have checked the settings on other laptops and duplicated those to her laptop but still the same. Other staff can use the pens !!! The laptop picks up the USB lead from the board in device manager when connected but oddly ActivInspire does not show in the task bar.

 

Any ideas much appreciated.

[akidosaint]

What happens when another account (test teacher) try's her laptop?

 

Also get her to test on a "loan" device rule out a profile issue

[discoveranother]

What happens when another account (test teacher) try's her laptop?

 

Also get her to test on a "loan" device rule out a profile issue

 

Thanks I tried that and still the same !!!

[DavR]

The laptop picks up the USB lead from the board in device manager when connected but oddly ActivInspire does not show in the task bar.

 

This might be the salient point. When you say "ActivInspire does not show in the task bar" do you mean that the ActivManager icon doesn't show in system tray?

 

Because if the ActivManager program isn't running, then the additional Promethean features (ie, pens etc) may not work. Which would make sense if you say that regular finger touch works, because that works at the OS level regardless of whether ActivManager isn't running.

 

You can try manually launching ActivMgr.exe and see if this resolves your problem - https://support.prometheanworld.com/s/article/1071?language=en_US

[J4G0]

Is the teacher only seeing this issue in ActivInspire? Does the pen work if she tries to navigate around the OS with it, opening other applications, browse the internet, etc?

 

If this seems to be isolated just to AI, then you may want to check the "Touch Input Handling" setting is set to "Touch or Stylus".

 

You can find this in ActivInspire under "File > Settings > Settings tab > Dual Mode ActivBoards".

 

If that doesn't help, you may need to contact the support team so they can take a deeper look into it.

[SayLHP]

Check the firmware for the board is up to date - we have some of the old 78" 300 series and one of the firmware versions (8.0.4 I think - I can't remember off the top of my head) is glitchy with the pens recently. Updated it to the most recent version and it resolved all pen issues we've had.