Hi Janie,
In regards to your issue, are you getting any errors during the install or given afterwards? If you can search for a file called ACTIVstudioError.log and provide the last couple of lines it may give a better indication of what is happening.
If you can contact us via our Knowledge Base at www.prometheankb.com and go to the Software category, in here there is an option to Contact Us, please can you do this with the reference #00212466.
Thanks,
Greg
Promethean Technical Support