I have come across two customers with dual pen issues in the last week. One customer has the latest software and driver and a 587 board and the student pen works when dual pen is off but not when dual pen is turned on. The second customer has a 378 board with latest software and driver and the student pen is not calibrated when dual user is turned on...
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Forum Post: Re: Dual User Pen
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Forum Post: Re: Connecting Promethean Board to Tablet
Callahak,
This is incorrect. Once the Activslate has been calibrated, you should be able to use your mouse anywhere on the screen. Are you using one now, and that is what is happening? Please let us know. Please let us know also if you are running with an extended desktop to the board, or a duplicated desktop to the board.
We have created support ticket 00399939 to support your issue if you want to call into technical support to discuss. If you would like to do this, please contact us on the phone line listed at
www.prometheanworld.com/.../technical-support-numbers.
Please let us know if you have any questions.
Thank you,
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Forum Post: promethean board
I no longer have a promethean board but changed to a new school that uses inner write boards. Can I use active inspire with an inner write board. I really miss my P-board.
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Forum Post: active inspire
I no longer have a promethean board but my school that i am at uses inner write boards. Can i use active inspire and all my flip charts with an inner write board. I so miss my P-board ?
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Forum Post: Re: PRM 30 Lamp / Projection
Hi John.
Thanks for posting on the forum.
The possible issue that you are experiencing could relate to the projector or the lamp. The best way to identify this would be to test another known working PRM-30 lamp and see if the projector starts up via the remote with this inside. Please note that the lamp door cover will need to be on in order for the projector to start up.
Please refer to article 10731 on our Knowledge Base on how to remove the lamp from the projector.
If you require any further help or advise, please contact Promethean Technical Support directly either by phone or filling in a contact form. I have created a reference number to help support this issue, please quote 00400236.
I hope this information helps.
Adam
Promethean Technical Support
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Forum Post: Re: Projector powers up but does not project
Hi Nathan.
The possible issue that you are experiencing could relate to a possible internal fault to the projector or that the lamp may be faulty. The best way to identify this would be to test another known working PRM-30 lamp and see if the projector starts up via the remote.
Please note that the lamp door cover will need to be on in order for the projector to start up.
Please refer to article 10731 on our Knowledge Base on how to remove the lamp from the projector.
If the issue still persists or that the new lamp has worked inside the projector, I would recommend contacting Promethean Technical Support directly either by phone or filling in a contact form and have your projector serial number ready. I have created a reference number to help support this issue, please quote 00400238.
I hope this information helps.
Adam
Promethean Technical Support
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Forum Post: Re: active inspire
Hi Cathy.
Thanks for posting on the forum.
To help answer your question, you can use ActivInspire Personal Edition with non-Promethean products, subject to having applied for a Teacher Consent License.
The Teacher Consent License is provided solely for the purpose of operating resources available from Promethean Planet on non-Promethean hardware.
Use of the software outside these conditions with non-Promethean products is a breach of the ActivInspire Personal Edition License and requires you to purchase an ActivInspire Professional Edition License.
You can apply for the teacher consent license by clicking here and once the team have reviewed this they will update you further.
I hope all this information helps and that this solution will mean to can still use your old ActivInspire flip charts with your Inner Write board.
I have created a Promethean Technical support case should you have any further questions please do not hesitate to get in touch directly and quote 00400258.
Adam
Promethean Technical Support
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Forum Post: Re: promethean board
Hi Cathy.
Thanks for posting on the forum.
To help answer your question, you can use ActivInspire Personal Edition with non-Promethean products, subject to having applied for a Teacher Consent License.
The Teacher Consent License is provided solely for the purpose of operating resources available from Promethean Planet on non-Promethean hardware.
Use of the software outside these conditions with non-Promethean products is a breach of the ActivInspire Personal Edition License and requires you to purchase an ActivInspire Professional Edition License.
You can apply for the teacher consent license by clicking here and once the team have reviewed this they will update you further.
I hope all this information helps and that this solution will mean to can still use your old ActivInspire flip charts with your Inner Write board.
I have created a Promethean Technical support case should you have any further questions please do not hesitate to get in touch directly and quote 00400258.
Adam
Promethean Technical Support
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Forum Post: Re: Activboard 300 - horizontal lines
Hi Darren.
I have created a Promethean technical support case to help support this issue you are experiencing. Should you wish to contact us directly, please quote 00401746.
The firmware file for the 300 series is not available to download and has to be provided by a Promethean technical support representative. I have sent an email to yourself from the support case which includes this file and other troubleshooting steps should the issue persists after.
I hope this information helps.
Adam
Promethean Technical Support.
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Forum Post: Re: Connecting Promethean Board to Tablet
Callahak,
There is no Promethean solution for this currently, however what you may be able to do is to remote desktop on to your computer through an application on the tablet device which is then connected to the computer/laptop in the classroom.
This would in theory allow you to view your desktop which is being displayed on the projector and allow you to control the mouse by using your finger on the touch screen of the tablet. Please note that this is not a supported solution for your ActivBoard but a suggestion.
I hope this information helps.
Adam
Promethean Technical Support.
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Forum Post: Re: personal and professional versions.
Hi Cate,
Thanks for posting on the forums.
Do you have any Promethean equipment in your classroom at all? If so, you will be able to generate a license for ActivInspire so that you can upgrade the software to the professional edition.
Depending on the type of Promethean ActivBoard you have, you can generate this in different ways.
If you are using a 300, 500 or ActivBoard Touch board please click on this link so that you can generate a license using your ActivBoard model and serial number.
If you have ActivExpression, ActiVote or an older generation of ActivBoard, please click on this link to find out how to upgrade your ActivInspire.
If you are not sure what type of ActivBoard you have or where to find the serial number, please click here and this article will show you how to find this information.
I hope this information helps. Should you have any further questions I have created a Promethean technical support case to assist with this forum post if you need to contact us directly, the case reference number is 00401751.
Adam
Promethean Technical Support
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Forum Post: activinspire personal to professional
Hi
I wonder if anyone can help please?
I'm at a new school and the school has activ boards & activstudio on most computers, with a few running activinspire personal. Having been used to activinspire professional (we upgraded for free at my old school within the time period but this wasn't done at my new school) I find the cut down version (personal) of activ inspire very limiting. Would like to upgrade all users to activ inspire professional.
How do I go about this please? I've read that if you have activ 300 or 500 boards you can. Are these new boards? We have the original boards...
Would be grateful if someone could tell me the best way forward please
Many thanks
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Forum Post: Re: activinspire personal to professional
(Case 00401898)
Hello Liz,
If there are 300 Pro or 500 Pro Series ActivBoards at this school, then a single-user license key can be generated with that board’s serial number and product code using this page on Promethean Planet. Be advised, however, that if that serial number and product code have been used to generate a key previously, you will not be able to generate another. If this is not the case, or if the board’s information has already been used to generate a Key, please contact us for assistance.
You can also contact your Promethean Salesperson in regards to purchasing a multi-user or site license for the ActivInspire software to be used by the school.
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Forum Post: Re: ActivInspire does not open.
(Case 00399424)
JoLynn,
By following these instructions, you will remove all elements of the ActivInspire application including the licensing information. Therefore you will need to have your ActivInspire license key when reinstalling the application. We will provide instructions on how to obtain the license key in a separate message. This must be done prior to removing any of the files below.
Before attempting to do any of the following, please ensure that you are logged onto the computer as a full administrator and you can also view hidden folders on the system. If you are not a full administrator or cannot view hidden folders on the system, please contact your network administrator for further advice. (N.B. The following locations are based on a standard installation using the default ActivInspire paths).
Go to these locations and delete these files/folders if they exist:
C:\Users\%username%\My Documents\Activ Software\ActivInspire\My Resources\My Profiles (N.B. If you have custom made profiles which you wish to use again, copy and paste these files into a different location before deleting them).
C:\Users\%username%\AppData\Roaming\Promethean\ActivInspire
C:\Users\All Users\Promethean\ActivInspire
C:\Users\All Users\Promethean and delete the Activinspire.ini file
C:\Program Files\Activ Software\Inspire
C:\Users\Public\Documents\Activ Software\Inspire
C:\ProgramData\Activ Software\Inspire
C:\ProgramData\Promethean and delete the Activinspire.ini file
C:\ProgramData\Promethean\ActivInspire
Go to C:\Windows\Temp and delete all of the content. Hold down the Windows key and R, type %temp%, and click OK. Select all the content of this folder and delete it. Skip any items that cannot be deleted.
*** IMPORTANT NOTICE*** Always back up your Registry before attempting any changes.
Delete the Activ Software App directory from the registry:
a. Click Start, select Run and type regedit - Back up your registry: From the Registry Editor menu, choose File and then Export.
b. Open HKEY_LOCAL_MACHINE\SOFTWARE\Activ Software\Inspire\App and delete this directory.
c. It is imperative that the computer is now restarted.
Once the computer has restarted, go to the temp folder, as indicated above, and delete the contents once again, as some files may have previously been in use.
Afterwards, download the up-to-date ActivInspire Suite from this page on Promethean Planet, and use that Suite to re-install the ActivInspire software.
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Forum Post: Re: ActivDriver x64 Err: 1603 and ActivInspire Err: 1603
Hi,
Thanks for your comment.
Case 00401914 has been raised, should you need to contact us directly.
I have found the following articles which explain what solutions can be implemented in regards to this issue you are experiencing:
http://www.symantec.com/connect/articles/understanding-error-1603-fatal-error-during-installation
http://support.microsoft.com/kb/834484
Hope this helps,
Haymo
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Forum Post: Re: Some missed instruments from right panel and I need help add icons on right panel of tools
Hi Sehla.
Thanks for posting on the forum.
I have created a support case to help assist with this forum post. If you wish to contact us directly regarding this, please quote your reference number 00402010.
From looking at the images, it appears that your running the personal edition of ActivInspire and not the professional version. To check this, you can click on Help>About and this information will be in bold text.
Do you have any Promethean equipment such as ActivBoards or ActiVotes/ActivExpression devices?
If so, you will be able to generate a license to upgrade ActivInspire to the professional edition providing that this hasn't been done before on the Promethean Planet download page for ActivInspire.
If you have no Promethean equipment, you can contact a Promethean reseller who will be able to advise on the cost of upgrading ActivInspire.
A full list of resellers can be found on the below link:
www.prometheanworld.com/.../how-to-buy
Just select your country and it will list the available resellers and contact information.
If you have any other questions, please do not hesitate to get in touch or reply back to this post.
Adam
Promethean Technical Support.
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Forum Post: Re: Some missed instruments from right panel and I need help add icons on right panel of tools
Hi Sehla.
Thank you for your reply. (Case 00402010)
Once the 60 day trial period has finished it will automatically disable the extra features which are included in the professional version. Uninstalling and re-installing this will not start the 60 day period again as it detects that your computer has ran the 60 days previously.
You mentioned you are new with our 'devices', please could you let us know what devices you are referring to as this may be able to help generate a singer user professional license of ActivInspire.
We have a section on the Promethean Planet website called ActivTips, this page has over 100 'How To' videos which are dedicated to helping you use ActivInspire to the full extent of the software. You may find interesting to help improve your classroom learning experience. To have a look at these videos, please go to the link below:
www.prometheanplanet.com/.../activtips
I hope this information helps and I look forward to your reply.
Kind regards,
Adam
Promethean Technical Support
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Forum Post: Re: Professional Edition
Hi Rhonda.
Thanks for posting on the forum.
You can generate a serial number for ActivInspire using the model number and serial number from your ActivBoard providing that these steps have not been done before.
Click on the Support section on Promethean Planet
On the right hand side of the page, click Download ActivInspire.
Select your language from the list.
Locate your operating system and click the relevant Download button.
For Windows and Mac, ActivInspire will download automatically.
On the next screen you will be presented with different options to complete your download by generating an ActivInspire serial number.
Users of ActivBoard 300, ActivBoard 500 and ActivBoard Touch should click the first link. Doing so will prompt you to enter your ActivBoard serial number and product code, both of which can be found on the ActivBoard itself.
Click Validate to generate your ActivInspire serial number.
Once you have this information, you can launch ActivInspire and if you are not prompted to enter your Activation key you can click on Help>About and click on the icon on the bottom of this window to upgrade.
If you are using a older version of the ActivBoard, please click on the second link and ensure your ActivBoard is connected.
I hope this information helps, if you are still experiencing issues please do not hesitate to get in touch.
I have created a Promethean technical support case to help assist if you wish to contact us directly regarding this issue. Your case reference number is 402431.
A full list of contact numbers are available on the link below:
http://www.prometheanworld.com/us/english/education/support/technical-support-numbers/
Or alternatively you can contact us via email
Adam
Promethean Technical Support
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Forum Post: ActivEngage2 in Internet Explorer
Hello,
We are just starting off with ActivEngage2, though we have been using ActivInspire, ActivBoards and ActivExpressions (1&2) for several years. We have setup a server, updated and tested ActivInspire and successfully used the Android app.
The problem is with the web client. It works fine on Google Chrome, but won't work on any version of Internet Explorer (9 on WinXP, 10 on Win7 or 11 on Win8). We just get a blank page, with a tab title of Loading. There is no error.
The page HTML code is
<!doctypehtml> < htmlng-app="Engage2Server"> <head> <title>Loading</title> <scripttype="text/javascript"src="/Dependencies/AngularJS/angular-1.1.4.js"></script> <scripttype="text/javascript"src="js/app.js"></script> <!--{Uses$= /Dependencies/ARPC/Entity/ActivLocalization.js } --> <!-- Uses Begin --> <scripttype="text/javascript"src="/Dependencies/ARPC/ActivBase.js"></script> <scripttype="text/javascript"src="/Dependencies/ARPC/ActivEntity.js"></script> <scripttype="text/javascript"src="/Dependencies/ARPC/ActivDocumentEntity.js"></script> <scripttype="text/javascript"src="/Dependencies/ARPC/Entity/ActivLocalization.js"></script> <!-- Uses End --> </head> <bodydata-ng-controller="LocalizationController"data-ng-init="url='/Client/'"></body> </ html>
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Forum Post: Still purple light
Hello All,
My board has got still purple light on. I think because of that my pen is not working. All steps to resolve this have been followed: unplug power supply, unplug usb.
Now when I plug power back in I get solid red light and further plugging and unplugging is not helping. When I plug in usb in PC recognise the board but flame is still red and pen is not working.
Any ideas how to solve this?
Thank you in advance
Margaret
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