Hello Claudia,
Case reference 00439775 is still open for you.
Please could you inform us of the version of the ActivBoard firmware which can be found in the ActivManager > Control panel > Hardware tab.
Is the flame lit?
Can you also check the length of your USB cable which should not be longer than 5 meters if connected directly or 3 meters if you have a connection panel (wall box) can you bypass any wall box or booster that you may have and connect the USB cable directly to the port at the top left hand corner just behind the flame.
Once we have these information we will be able to advise you further.
Thanks
Franklin
Promethean Tech Support
