Hello,
If this issue occurs with all pens, please contact Technical Support via the web form on the knowledge base at www.prometheankb.com, select your region/language, Interactive Displays, Contact Us.
In the Existing case field input case number: 288767 and include the serial number of your ActivBoard and the firmware version listed in the ActivManager hardware tab. There may be a file we can send you to resolve this issue.