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A place to ask our Technical Support department about problems and issues with any of our products.

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    0 0

    Hi Maria.

    Thanks for posting on the forum.

    Please could you advise what version of ActivInspire you are currently using?

    What happens to the video when you use the embedded code from YouTube?

    I look forward to your response.

    Adam

    Promethean Technical Support

    (Case 00423767)


    0 0

    Hi Patrick

    Thanks for posting on the forum.

    Just to double check, you mentioned that you are currently connected to the USB B port on the "board side" is this on the left hand side just below the serial number and pen holder? Or on a wall box/connection panel?

    The 300Pro ActivBoards do have a USB port on the side, like the picture below:

     

    If it is connected to this USB port the ActivBoard will not connect to your computer. Please ensure you are connect to the 'USB Input' on the back of the ActivBoard. Below is the cabling diagram so you can check all of the connections:

    Please could you advise if the amplifier on the left hand side has power also? The on/standby should be lit green or red. When the on/standby is green the flame should light and cycle through colours. if the LED stays red this means that it is not connected to the computer. For USB troubleshooting, please go to www.PrometheanKB.com and search for article 10419. 

    If you are still having issues, please could you advise what version of ActivManager you are using? Click on your ActivManager icon, and click on 'Control Panel'. At the bottom of this window will show a version number. 
    When you connect to the computer, if you remove the USB cable and plug in a different USB port, does Windows detect the driver?

    If you would like to contact Promethean technical support directly, I have created a case to support the issue you are experiencing. Please quote 00423770.

    Adam

    Promethean Technical Support 

     


    0 0

    Hi Luke.

    Thanks for posting on the forums and attaching the screenshots.

    Please could you update your driver. Please go to www.PrometheanKB.com and search for article 10902 to download the latest version.

    When you restart ActivInspire, your device registration will show your ActivHub connected.

    If you have any questions please reply back to my post.

    Adam

    Promethean Technical Support

    (Case 00423772)


    0 0

    Hi Tracy.

    Please right click on your 'Speakers' icon which will be located near your date and time on your taskbar.

    Click on Playback devices. Under the "Playback" tab, please click on 'Promethean USB Audio' and click on 'Set Default" and click "OK".

    Ensure that this is not muted afterwards and try and play a video/song and see if the sound comes through the speakers.

    I hope this information helps, if you are still experiencing issues I would recommend contacting Promethean technical support directly quoting your reference number (00423378)

    Adam

    Promethean Technical Support


    0 0

    Hi Amy.

    I noticed you have posted on the forums on another thread.

    Please could you reply back to my message on the below thread:

    community.prometheanplanet.com/.../26284.aspx

    I would recommend checking the USB cable is plugged into your MacBook Air and follow this to ensure it is plugged into your ActivBoard directly.

    If you wish to contact us directly, please quote 00423373.

    We will continue to support this issue on the other thread so we can fix your issue.

    Many thanks.

    Adam

    Promethean Technical Support


    0 0

    Hi.

    Thanks for posting on the forum.

    Please could you possibly try logging on to the computer as a local admin, not connected to a network and try the installation of ActivInspire.

    As it mentions on the Microsoft website, You may receive this error message if any one of the following conditions is true:

    -The folder that you are trying to install the Windows Installer package to is encrypted.

    -The drive that contains the folder that you are trying to install the Windows Installer package to is accessed as a substitute drive.

    -The SYSTEM account does not have Full Control permissions on the folder that you are trying to install the Windows Installer package to. You notice the error message because the Windows Installer service uses the SYSTEM account to install software.

    Are you trying to install to a local drive or a network?

    Adam

    Promethean Technical Support:

    (Case 00423775)


    0 0
  • 09/01/14--05:23: Forum Post: Re: Ubuntu 14.04
  • I find this way to run activinspire in ubuntu 14.04 64 bit

    Activinspire in ubuntu 14.04 64 bit:

    In synaptic I add the repository for activinspire 12.04 precise:

    deb activsoftware.co.uk/.../ubuntu precise oss non-oss

    close synaptic without update.

    Then, in a terminal:

    wget www.activsoftware.co.uk/.../Promethean.asc

    sudo apt-key add Promethean.asc

    I don't know if it's really necessary:

    sudo apt-get install gcc-multilib

    Now install the whole ia32-lib instead, try the following order:

    sudo -i

    cd /etc/apt/sources.list.d

    echo "deb old-releases.ubuntu.com/ubuntu raring main restricted universe multiverse" >ia32-libs-raring.list

    apt-get update

    apt-get install ia32-libs

    PS: In this way, you can install ia32-libs. However, we add the source of 13.04 instead, so, there may be some problem unknown。After install ia32-libs, I recommend you to remove the ia32-libs-raring.list in /etc/apt/sources.list.d, and do sudo apt-get update. I have do this with sudo nautilus command.

    Now I had to ceate the  /usr/local/lib32 directory

        sudo mkdir  /usr/local/lib32

    Then I had to correct the name of the libjpeg32 library (from 8 to 8.0.2) and thus the suggested command becomes

     sudo ln -s /usr/lib/i386-linux-gnu/libjpeg.so.8.0.2 /usr/local/lib32/libjpeg.so.62

    At the end:

    sudo apt-get install activinspire

    That's all!

    www1.prometheanplanet.com/.../server.php

    community.prometheanplanet.com/.../37494.aspx

    stackoverflow.com/.../how-to-install-ia32-libs-in-ubuntu-14-04-lts

     


    0 0

    To answer the following questions:

    -We are using an Epson PowerLite 83+ projector.

    -using VGA, not HDMI, with a wall box connector

    -the sideways image is on BOTH the screen and the board

    -using Windows 8

    I have recently spoken to one of the tech people at our school board office, and she said the problem lies with the recent Windows 8 updates.  She said that she has fielded quite a few of these problems recently, and the only solution she knew of was to remove the updates.


    0 0

    When you find the video you want, go to the address bar and type "ss" (no quotation marks) right after www.

    It will bring up your download and you can save it to your computer. In ActiveInpire click INSERT--MEDIA--browse and select you file, click OPEN. In order to keep your video from automatically playing when the page is open, go to BROWERS and use the 5th tab marked PROPERTY BROWSER. At the bottom you can choose true or false, play automatically or loop, etc.


    0 0

    Since the online courses are now gone, is there a suggested list of Tips or Webinars for those new to the Activ products?  The courses were a great resource for getting people started!


    0 0

    Hi Mike.

    When the image changes when using a converter, you may need to re-select the screen resolution on your computer/laptop.

    Please have a look at article 10418 on www.PrometheanKB.com, depending on the board size, you will need to make sure you have the correct aspect ratio set.

    You can right click on desktop and click on screen resolution.

    I hope this helps, I've created a separate support case to assist you with your issue. Your case reference is 00424790.

    Adam

    Promethean Technical Support


    0 0

    Hi Jamie.

    Thanks for posting.

    All of the previous Webinars can be watched on the below link:

    www.youtube.com/playlist

    You can enrol on the future Webinars by going to http://goo.gl/mj6yZA

    The next Webinar is on the 23rd September called  "Getting Up Close and Personal with ActivInspire: Software Customisation". There is also 2 planned Webinars after this which you may find useful.

    I hope this information helps.

    Adam

    Promethean Technical Support

    (Case 414114)


    0 0

    Hi,

    Actually I checked the Microsoft website before going on this forum. As you mentioned earlier, I am the sole administrator on my PC. I gave full permissions to SYSTEM, and I am installing the software on my local drive not on the network. I even created  a new file on the desktop, just in case the problem was with the program files, but I still end up each time with the same error 1603. I was thinking of doing a whole restore for the windows, but I wanted to make sure there was no other simpler ways to solve this.

    Milad


    0 0
  • 09/02/14--06:07: Forum Post: Re: Ubuntu 14.04
  • I connected the PC to the LIM.

    It does not work.

    The computer does not detect the LIM. The flame "Prothean" is lit  and white (red, blue and then white), but it does not work.

    I'm sorry


    0 0

    Tried that. Doesn't change anything. I'll try calling technical support!  Thanks for your help!


    0 0

    Hi Catherine.

    To disable touch, please ensure that your ActivBoard 500 series is connected to your computer.
    Click on your ActivManager icon, and click 'Control Panel'.
    Under the 'Pens' tab, when the board is connected you will see the option to disable touch. Please un-check the tick box to disable touch.
    Below is a screenshot of what you will see.

    I hope this helps.

    I would recommend contacting Promethean Technical Support either directly via phone: http://goo.gl/tzNWci or use the contact form: http://goo.gl/pqrGC2 and mention the case number which I have created to help support the issue you are experiencing. Please quote 00425341.

    Adam

    Promethean Technical Support


    0 0

    Hi Loni.

    Thanks for posting on the forums.

    The ActivInspire 2.0 software is compatible with Mavericks (older versions aren't), there will be nothing to stop you from using your ActivBoards or ActivExpression devices with ActivInspire 2.0.

    ActivInspire 2.0 has to be downloaded from the Promethean Planet website rather than the "Check for updates" feature within ActivInspire.

    I would recommend downloading ActivInspire 2.0 from the below link and installing on your Mac computer.

    support.prometheanplanet.com/server.php

    This will download the ActivInspire software along with the updated drivers to get your ActivExpression devices working.

    Should you have any issues, or further questions please do not hesitate to get in touch directly via phone: http://goo.gl/tzNWci or use contact form: http://goo.gl/pqrGC2 and mention the case number which I've created for yourself which is: 00425342.

    Adam

    Promethean Technical Support


    0 0

    Hi Catherine.

    Thanks for posting on the forum.

    Does this also happen outside of ActivInspire? In programs such as Microsoft Paint?

    What model of ActivBoard are you using? The product code will be on the left hand side of your ActivBoard just below the pen holders.

    I noticed you have posted on another thread on how to disable touch, please let me know if that helps with the issue you are experiencing.

    If that helps, I would recommend contacting Promethean Technical Support either directly via phone: http://goo.gl/tzNWci or use the contact form: http://goo.gl/pqrGC2 and mention the case number which I've created to support the issue you are experiencing. The case number is: 00425341.

    Adam

    Promethean Technical Support


    0 0
  • 09/02/14--23:26: Forum Post: Re: ActivTouch
  • Hi Laura.

    Thanks for posting on the forum.

    What type of ActivBoard are you currently using? Please could you provide the product code? On most of the ActivBoards, the product code can be found on the left hand side on a silver sticker.

    If you have a flame in the top left corner of your ActivBoard, what colour is this?

    Also, could you confirm the driver version you are using? To get this information, you will have an ActivManager icon on your taskbar near your date and time. please click on this and select 'Control Panel'. At the bottom of the page that loads the driver version can be found there. Also, on the same window under the 'Hardware' tab, do you see your ActivBoard appearing under description at all? If so, what is the current firmware?

    I have created a Promethean Technical Support case to help assist with this issue should you wish to contact us directly. Please quote your reference number which is: 00425343

    I look forward to your reply.

    Adam

    Promethean Technical Support


    0 0

    Hi Loni.

    I believe you have posted a similar question on another thread.

    I have replied to yourself on the below thread.

    community.prometheanplanet.com/.../26313.aspx

    If you still need any assistance please do not hesitate to get in touch.

    Adam

    Promethean Technical Support

    (Case 00425342)


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