(Case 00232688)
Estelle,
We would suggest performing a complete removal of the ActivInspire software by executing the below instructions.
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:
Users/USERNAME/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).
Users/USERNAME/Documents/Promethean/ActivInspire
Users/USERNAME/.config/Promethean/ActivInspire
Users/Shared/Promethean
Users/USERNAME/Library/Preferences and delete com.prometheanworld.ActivSoftware.ActivInspire.1.plist
/Applications/Promethean/ActivInspire
It is imperative that the computer is now restarted so that the system caches can be updated.
Afterwards, re-install the software using the file downloaded from the ActivInspire Download Page on Promethean Planet.