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Hi, With the dawn of new laptops the serial connection has disappeared. Nowhere to be seen. Gone. This has forced me, with some of our older Activboards, to buy USB to Serial adapters to get the boards to work with the new technology. A new problem has arisen in the form of Windows 7 where some of the boards will just stop working and a reboot is needed to get them going again. Teachers are getting annoyed and all I can do is advise them to go into the taskbar, click the 'settings' on the activ driver and click find or connect in the hope it will work again. I tried installing the latest activ drivers a while back and had even more problems with the boards just not working at all. ANY HELP APPRECIATED!!!! Jay xxx

Hello, We are currently having an issue when trying to update the firmware for an older Promethean board, the problem is that the when following the conventional method (active manager - upgrade - load) nothing happens. when looking for drivers for the activeboard 500 Pro nothing shows up on internet either. The boards product code is ABV587PR0. The current firmware version is v8.51 and the active inspire version being used is 2.11. Any help would be greatly appreciated, thanks.

Forgot to disconnect a board before taking it down and pulled the connector apart. Amazingly, it looks as if it isn't properly broken - but I don't know which connectors go where. There appears to be a single "hole", a couple of pins and then a group of 3 "holes". The wires are coloured black (fairly sure this is the one on it's own) and red/yellow(orange?) and brown and terminate in "spears" that will slide into the holes. Anyone know the correct order?

Promethean are delighted to be working with Edugeek to develop a Promethean Manufacturer Support section of Edugeek. Promethean and Edugeek hope this will further improve the support Promethean offers its users and will help those maintaining Promethean products by providing quick access to upgrades, drivers and other services directly from this leading technician's community. A couple of essential bookmarks we would recommend. Promethean Knowledgebase - Promethean's 24/7 online support knowledgebase. This is available in several languages and has answers to many common questions. Promethean Planet - a 450,000+ user online community for Promethean users that has free lesson plans, software ugrades and extensive forums. Both Promethean and Edugeek look forward to your questions and comments. We have started some threads on some of the most common support questions Promethean deal with. From: Mark Robinson, Steven Briercliffe, Tracy Robinson and the rest of the Promethean team

If you need any spares for your Promethean products, whether that be a pen for your board, a lamp for your projector or another product, please contact your regional Promethean reseller.

This is the most common issue of all that we hear from our users. There are numerous things that could be causing this but if you ‘troubleshoot’ this problem in the way you would troubleshoot any other issue, you will normally resolve the issue quite quickly. Our recommendation is to do the most obvious things first – A common ‘checklist’ that our support teams go through are: Ensure the board is plugged into the mains power (The no. 1 resolution to calls to our helpdesk!) Ensure the cables are connected correctly from the board end and the computer Check for latest versions of software and driver If these don’t resolve your issue, it may be worth checking our dedicated 24x7 self help knowledgebase at Promethean Knowledgebase, where you can also submit queries to the technical support team for further guidance.

Anyone had this problem and got a better fix than a complete reinstall on the laptop? One of our teachers cannot use the "pencil" function on the Promethean software. The highlighter and eraser "pens" work fine, but the pencil creates a "dot" where it first meets the board and that's it. I don't think it's a hardware problem as other laptops are fine on the same board and (more tellingly) the problem still manifests when the laptop is not connected to the board and is controlled by mouse. I've uninstalled/reinstalled the software and removed old versions as well as doing the same with the drivers.

For those looking to disable the all-new, more aggressive filter warning in ActivDriver version 5, here's how it's set: When the ActivMgr executable which sits in your systray loads up, it looks in two locations for a file called Activmanager.ini in %appdata%\Promethean\ and %ALLUSERSPROFILE%\Application Data\Promethean\ Typically there won't be a file in All Users and, annoyingly, even if there is one it is overridden by the settings in the user's %appdata%. This means you might need to delete any existing settings files in people's profiles before putting your settings file in All Users. The settings the file can control (amongst other things): Disabling the filter warning Disabled: projector.use=false Enabled: projector.use=true Setting how often the filter warning pops up Monthly: Fortnightly: projector.warningPeriod=1 Weekly: projector.warningPeriod=0

If you are experiencing issues with any Promethean product, the first port of call would be to visit our customer Knowledgebase at Promethean Knowledgebase. The knowledgebase is constantly updated with the latest information on how to resolve common issues. It is available 24 x 7, and we find that by going here, most people can resolve their issues quickly and easily without having to contact our Support team. If the answer to your specific problem isn’t on the KB, you can also contact the support team through the KB in the form of an email, where an a member of the team will get back to you as soon as possible. If the query is from a teacher and relates to classroom use of the products there are extensive user forums at Promethean Planet. Promethean Planet Forums - Powered by vBulletin

If you ever have the need to contact Promethean Technical Support, you may need to provide the serial number of the product you are enquiring about. The serial numbers are located: ActivBoard – either on the pen holder (V1 ActivBoards), On the side of the electronics box on the back of the board (Early V2 ActivBoards), On a small plastic tag behind the bottom left hand corner of the board (Later V2 ActivBoards) or on the left hand side of the board (V3 ActivBoards). ActivPen – There is no serial number on your ActivPen – however, support may ask you for the serial number of your board that the pen was provided with. ActivWand - There are no serial numbers on these devices, therefore you would need to provide the sales order number of the order that the kit was purchased on. ActivExpression Handset – There are no serial numbers on these devices, therefore you would need to provide the sales order number of the order that the kit was purchased on. ActiVote Handset - There are no serial numbers on these devices, therefore you would need to provide the sales order number of the order that the kit was purchased on. ActivSlate – The serial number for your ActivSlate is located on the back of the slate in the top left hand corner ActiView – Serial Number is located on the bottom of the base ActivPanel – Serial Number located on the product information sticker on the back of the ActivPanel