Michael,
First, try disconnecting the board from power for about a minute and reconnect. Also, ensure that the USB is connected and the board is showing up in the ActivManager hardware tab. You also want to verify that their ActivDriver is up to date. You can locate the driver on Windows: C:\Program Files\Activ Software\ ActivDriver. On Mac: Applications/ Promethean/ ActivDriver. (case# 233127)
Thanks!