Hi Phil.
Thanks for posting on the forum.
For the issue that you are experiencing I would recommend contacting Promethean Technical Support directly to get assistance for this particular issue that you are experiencing.
I have created a case to help supporting this issue once you get in touch.
Your case reference number is:
00432405
You can fill in a contact form on this link, http://goo.gl/RizbJ2 to contact us via email, please quote your reference number.
Thanks
Adam
Promethean Technical Support