Hello,
Is the board a 500 series board? To verify this, where the serial number is located the product code will begin with ABV5. If the product code begins with ABV3 then it is not a touch board. If it is a 500 series board, please contact Technical Support via the knowledge base at www.prometheankb.com, select Interactive Displays / Contact Us. In the Existing case field please input case number 220653. Please include the board's serial number and the version driver and firmware located in the ActivManager hardware tab.
Thanks!