Hello Jane,
Thanks for your comment.
Case 00343994 has been raised, should you need to contact us directly.
I have prepared a couple of troubleshooting steps you can take. Try each one and if the board still does not work let us know which steps you have taken and if you noted any difference.
-Reset the ActivBoard [Unplug the USB cable and the Power supply and wait for 1 minute].
-Reboot computer and test another USB port
-Test using a different Computer / Laptop [ensure that the latest ActivDriver is installed]
-Make sure no extension cables or boosters are used on the USB cable
Please let us know what colour the LED Light [Flame] on the top left of the board is and let us know if the ON/STANDBY light on the left side of the board is on. Is it red or green?
Also please download the latest ActivDriver and complete the installation without the board connected.
Hope this helps,
Haymo