Hi Vickie.
Thank you for your reply.
So we can help assist with this issue further and complete some troubleshooting, please could you contact us directly?
Please fill in the form below or click the link for the technical support numbers.
The form can be found here: http://goo.gl/j3AT8S
A list of support numbers can be found here: www.prometheanworld.com/.../technical-support-numbers
I have created a case to help support this issue, should you contact us directly please quote the case number: 00432407.
Adam
Promethean Technical Support