Hi Lane.
Your case reference number is 341371 should you need to contact us directly.
To help resolve this issue, is it possible to try other known working ActivPens and see if these work on your ActivBoard? Please ensure that you re-calibrate your ActivBoard and test again.
Does the ActivBoard have any power to the flame in the top left corner? This should usually be a white light.
If you have a white light at the top left of the board does this change colour when the pen is put near the board? If so, what colour?
Also, does the ActivManager icon (small white box with orange man) have a red X through it?
I look forward to your reply.
Adam
Promethean Technical Support