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ActivBoard spiking identification and resolution guide

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10866 - ActivBoard spiking identification and resolution guide

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During use, if the mouse cursor is constantly jumping around the screen or the pen line jumps somewhere else on the screen, please work though the following steps.

When contacting Promethean Technical Support, please let them know at which point your issue was resolved.

1. Install the latest version of ActivDriver.

Is the issue resolved? If not, go to step 2.

2. Ensure ActivInspire is up to date. To check, open ActivInspire and click the Help menu and Check for updates. If an update is available, you will be prompted to download and install it.

Is the issue resolved? If not, go to step 3.

3. Install the latest firmware.

Is the issue resolved? If not, go to step 4.

4. Does the issue occur with another computer connected to the ActivBoard?

If not, the issue might be caused by electrical interference from the power supply unit (PSU) or a peripheral connected to the computer. Please report the problem to Promethean Technical Support for further information on how to resolve the issue. If the problem still occurs, please go to step 5.

5. Does the issue occur when touch has been disabled in ActivManager? To check, disconnect the ActivBoard USB cable from the computer, wait for 5 seconds, and then reconnect. Whilst the ActivBoard flame is flashing yellow, click on the ActivManager icon in the system tray, select Control Panel then click the Pens tab. Deselect Use your fingers to operate the board (all operating systems) and Two fingers scroll (Mac OS X only).

If the problem persists when touch has been disabled, please report the problem to Promethean Technical Support for further information on how to resolve the issue. If the problem is resolved by disabling touch in ActivManager, please go to step 6.

6. Using a laptop computer powered by battery, does the issue happen when all cables (Ethernet/ VGA/audio/other peripherals) are removed from the computer, apart from ActivBoard USB cable? As you have disconnected the projector VGA cable, you will need to use the laptop screen to determine whether or not the cursor is jumping.

If the issue is resolved by disconnecting these cables, it is likely that the issue is being caused by electrical noise on one of the other devices. With the ActivBoard in a working state, begin reconnecting the cables to the computer one at a time, to identify which cable is causing the problem. Contact Promethean for further advice.

If the problem persists when disconnecting these cables, please go to step 7.

7. Does the issue occur when the lights, air conditioning units and any other devices connected to the mains are switched off in the room where the ActivBoard is situated?

If the issue is resolved by switching off these devices, it is likely that the problem is being caused by electrical interference from a device connected to the mains in the room. To isolate the device responsible, begin reconnecting the devices to the mains one at a time, and report your findings to Promethean Technical Support.

If the issue is not resolved by switching off these devices, please go to step 8.

8. If using an ActivBoard Mobile system, move it to another room. Does the issue still occur?

If not, the problem may be due to an environmental factor in the original room. Please report your findings to Promethean Technical Support.

If problem persists when the ActivBoard is in a different room, please contact Promethean Technical Support for further assistance.

 
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Article ID: 2
Category: Knowledgebase
Date added: 2015-12-16 13:19:26
Views: 610
Rating (Votes): Article rated 3.0/5.0 (2)

 
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