Angie,
Not sure what may be causing this, please ensure that your driver is up to date and that you have a direct USB connection to the board and that no extensions or boosters are in use. Please also ensure that the standby button on the amplifier is on (green). If you have a direct USB connection and the driver is up to date, please ensure that Promethean USB Audio is selected in your Sounds or Audio folder. There is an article on our knowledge base that will guide you on how to change that setting. Please visit www.prometheankb.com, select your region/language, in the search box type in 10436, the title of the article is _ How do I change my computer audio settings to Promethean USB Audio. (case# 231770)
Thanks!