Victoria,
Not sure what may be causing this. Have them completely remove the software by selecting Applications > Promethean >ActivInspire_Uninstaller. Restart the computer, run a repair on disk permissions and restart the computer again. To run a repair on disk permissions select Applications > Utilities > Disk Utility > Mac HD > Repair Disk Permissions.
Reinstall the software. Ensure to save and run the installation. (case# 239741)
Thanks!