Al_Balone Posted May 16, 2023 Posted May 16, 2023 I have a problem with a Promethean AP9-A65, it initially works fine and after about 15 or 20 minutes hangs so badly it sometimes looks like it's frozen all together. Some pen controls can remain functional but most of the time the whole thing becomes completely unresponsive. Powering the board off completely means it'll work again for a short time before the problem returns, I've tried unplugging everything from the board and operating from the built in OS and also connecting a laptop via usb-c. The problem occurs in both modes and the laptop will also become totally unresponsive, at least until it's then unplugged from the board. The board is fully up to date. I noticed there's a Promethean support page and I've registered but each product needs an ActivCare Plus activation code before I can get the warranty info I need to access support. I don't recall being given this, do I need to register somewhere separate for that or do I need to contact my reseller? Thanks
ITGuyNW Posted May 16, 2023 Posted May 16, 2023 I'd just contact the reseller with the board serial that is usually on the side of the screen in the first instance. We've had a few of the previous ones go pop and we didn't have to go through any special process, just contacted reseller and/or Promethean 1
DangPro Posted May 18, 2023 Posted May 18, 2023 Hi For this type of issue it is best to contact Promethean support and report the issue. Thanks
phillyrovers Posted May 23, 2023 Posted May 23, 2023 Couple of points here you don't 'need' an activation code to contact Promethean, you have never needed one. Contact us through our support pages with the serial number of the ActivPanel and our team will take care of it. No reseller involvement needed. Registering gives your panel some uplifted warranty, however given that it is an AP9 it will be will within the warranty anyway. So contact the support team as DangPro suggests and you will get sorted.
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