Troubleshooting/Support
As with any technology, problems can arise. In the vast majority of cases, problems that you experience with your Activboard can be solved on-site in minutes. The purpose of this troubleshooting site is to connect you to solutions for common troubleshooting problems. We hope this limits downtime and frustration. The topics covered here are solutions that can get your board back up and running quickly. Below is a list and description of each troubleshooting resource.

Where can I find the latest drivers?
How do I Install Activ Inspire?
My ActivBoard is not being detected – (Older AC2 ActivBoard).
My ActivBoard is not being detected – (Newer AC3 Pro Boards w/ built in speakers).
ActivBoard – Unstable writing (skipping, spiking, etc.)!
ACTIVPEN – Not working…
ActivInspire – How to update using the “Dashboard.”
ActivInspire – How to Update using “Help.”
ACTIVOTE-915MHZ – Will not connect with AC3 Boards.
ACTIVOTE – How to replace batteries?
ACTISLATE-2.4GHZ – Unstable writing (random right-click, etc.)
ActivBoard – Firmware– How to update.
ActivBoard – Firmware – How to verify.
ACTIVBOARD – How to ‘calibrate’, when pen doesn’t line-up with cursor?
ACTIVBOARD – How to clean?




Where can I find the latest drivers?
A listing of all the available downloads can be found at the following URL here.

How do I Install Activ Inspire?
• Go to www.prometheanplanet.com.
• Once you have Logged In you will hover your cursor over the option for “Support.”
• Next, select the option for “ActivInspire.”
• Then, select the link to download ActivInspire.
• Next you will choose your preferred language.
• Select the option to download the latest version of ActivInspire.
• Choose the proper Operating System.
• You will be asked to fill in some information.
• Once, it has finished downloading you will open up the package from your Desktop.
• Follow the prompts given.

My ActivBoard is not being detected – (Older AC2 ActivBoard).
Look at the top of your screen. Do you see an icon with a red X?

If so, then reboot your ActivBoard:

• Disconnect USB cable from computer.
• Wait 7 seconds
• Re-connect USB cable to computer.
• est…

If still not detected, then verify you have the latest ActivDriver.
If you don’t have the latest driver, THEN download, install, reboot computer and reboot board… (See ActivDriver: “How to verify, How to download, How to install”)

My ActivBoard is not being detected – (Newer AC3 Pro Boards w/ built in speakers).
Look in the lower right corner of your screen. Do you see an icon with a red X?
If so, then reboot your ActivBoard:
• Disconnect the USB cable from your computer.
• Turn off the amp on the left hand side of the board (red light = off).
• Turn the amp back on (green light = on).
• Re-connect the USB cable to your computer.
• Test…

IF still not detected, then verify you have the latest ActivDriver.
IF you don’t have the latest driver, THEN download, install, reboot computer and reboot board… (See ActivDriver: “How to verify, How to download, How to install”)

ActivBoard – Unstable writing (skipping, spiking, etc.)!
Make sure you are using the latest ActivDriver (see ActivDriver – “How to verify”)
Make sure your board has the latest firmware (see ActivBoard – Firmware- “How to verify”)
• Test board using ActivPen from another working board.
• Test board using USB A-B cable from another working board.
• Test board while connecting directly to the back of the board, bypassing any termination/junction boxes.
• Test board using another computer.
• Test board while all other electrical devices in room are turned-off, including lights.

If the board is still exhibiting skipping or spiking then:
Flash the Firmware in the Electronics (see ActivBoard – Firmware – “How to update”).

ACTIVPEN – Not working…
Make sure ActivBoard cables are connected correctly (USB cable, and if you are using a Pro Series board make sure that the board is plugged in and turned on).
Make sure ActivBoard is detected by computer (ActivManager is not showing a Red “X”).

• Test using different pen.
• Remove pen nib, re-insert and test.
• Unplug the USB cable from the computer, plug it in again and test.
• Unplug the USB cable from the back of the board, plug it in and test.
• Use a different USB cable.
• Plug directly into the back of the board, bypassing any cable termination/junction boxes.

ActivInspire – How to update using the “Dashboard.”
As newer versions of the ActivInspire software become available you can update your version through the “Dashboard.”
When you open up ActivInspire, the Dashboard will immediately become available.
Select “Configure” from the left-hand column.
Then, select “Check for Updates” from the right-hand side.

ActivInspire – How to Update using “Help.”
You can also update your version of ActivInspire software by using the “Help” button located in the top tool bar within Inspire.
Click on the option for “Help,” and then select the option to “Check for Updates.”

ACTIVOTE-915MHZ – Will not connect with AC3 Boards.
The 915MHz ActiVotes will not work with the newer AC3 Boards unless they have an older ActivHub.
This older Hub looks like a Vote but has a USB cable coming out of it. They are no longer made and are extremely rare to find.

ACTIVOTE – How to replace batteries?
• Open ActiVote case
• Pull on “Velcro straps”, located inside the ActiVote case “lid” (pull to open compartment)
• Take blue handled screwdriver (located inside compartment)
• Using screwdriver, remove screw from back of ActiVote
• Pull out bottom of ActiVote (bottom should slide out, just like a drawer)
• Replace batteries (AAA x3)

ACTISLATE-2.4GHZ – Unstable writing (random right-click, etc.)
Possible cause: slate firmware equals “1.04/3.04” or below
Fix: update firmware; contact Customer Support for details on “How to”

If the board is still skipping or spiking, even after you have updated/flashed the firmware then you will need to replace the electronics (please consult our Customer Support line: 888-652-2848 Option 3).
Another way to see if the cause of issue is coming from items listed above, or from board itself, is to

• Borrow another working board (from another room),
• Remove unstable board,
• Connected good/borrowed board to current cables\computer,
• Test…

ActivBoard – Firmware– How to update.
To update the firmware version of the ActivBoard open up ActivManager, and select Control Panel.
With the board connected to the computer it will show up within the Control Panel.
Select the board and then click on “Upgrade” in the lower right-hand corner of the box.
Next, you will select File and then select and open the new firmware version that you have previously saved onto to your computer.

IMPORTANT NOTE:
While you are going through the process of upgrading the firmware on the ActivBoard make sure that the computer you are using is not running off of batteries, as well as make sure that nothing interrupts the process once it has begun. Do not touch the keyboard or run another application while the upgrade is commencing.

Once the upgrade is finished the board will reset itself and you will see listed a screen mentioning the success of the upgrade.
And the Control Panel will now show the Board as having the latest version of the firmware.

ActivBoard – Firmware – How to verify.
To verify the firmware version your ActivBoard has you must be connected to it via USB cable or an ActivHub (through a wireless connection).

• Click on the ActivManager icon in the tool bar at the top of the screen.
• Then select “Control Panel.”
• Once the Control Panel opens, with the ActivBoard connected, you will see under Hardware:
Description – the board
Firmware – the current version
Connection – the method of connection being used
Driver Version – the ActivDriver version currently installed on the computer

ACTIVBOARD – How to ‘calibrate’, when pen doesn’t line-up with cursor?
There are a few ways to calibrate the board. In each of these options a board must be connected to the computer for Calibration to be available.

Via Flame:
• Take the ActivPen and hover it over the flame in the upper left corner of the ActivBoard.
• The screen will then switch to the Calibration Screen.
• Touch the pen to the board and then touch in the middle of the 5(five) “cross hairs” around the board.

Via ActivManager:
• Open ActivManager by clicking on the icon at the bottom of the screen.
• Then select “Calibrate.”

ACTIVBOARD – How to clean?
• Do not use abrasive powders, soap, detergents or petroleum based cleaners or solvents on the ActivBoard surface.
• We recommend using dry-wipe marker board cleaner.
• Water based cleaners containing ammonia, vinegar or citrus (e.g., glass and counter cleaners) that leave no residual film are acceptable as a second choice. Please check the contents on the container label prior to use.
• Stubborn stains or accumulations from other contaminants such as fingerprint oil, dirt, dust or use of grease, pencil or permanent markers may require use of a detergent cleaner and a soft bristle brush. After such a cleaning it will be necessary to clean the surface two or more times with the approved whiteboard cleaner or denatured alcohol.