ACTIV WINDOWS TROUBLESHOOTING FOR WINDOWS (V _0635ET_AP)

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1 ACTIV WINDOWS TROUBLESHOOTING FOR WINDOWS (V _0635ET_AP)

2 NOTE: Information listed on this document is based on our latest software (applications, firmware, drivers, etc.), hence please update INDEX ACTIVDRIVER How to obtain (download)? ACTIVDRIVER How to verify? ACTIVDRIVER How to update (or install)? ACTIVDRIVER How to un-install (remove)? ACTIVBOARD-FIRMWARE How to verify? ACTIVBOARD-FIRMWARE How to update? ACTIVBOARD-FIRMWARE How to obtain (download)? ACTIVBOARD Not detected! ACTIVBOARD Unstable writing (skipping, spiking, etc.)! ACTIVBOARD How to calibrate, when pen doesn t line-up with cursor? ACTIVBOARD How to clean? ACTIVOTE How to identify (915Hz or 2.4GHz)? ACTIVOTE-915MHZ How to reset registration? ACTIVOTE-915MHZ Country Error! Or, old-vote picture message! ACTIVOTE How to replace batteries? ACTISLATE-2.4GHZ Unstable writing (random right-click, etc.) ACTIVPEN Not working ACTIVPEN Writing delays (Activstudio)? ACTIVSTUDIO Not installing on Vista computer, using CDs! ACTIV SOFTWARE How to update via web? ACTIV SOFTWARE How to download full version 3? ACTIV SOFTWARE How to request version 3 discs? ACTIV SOFTWARE How to update via Dashboard? ACTIV SOFTWARE Selecting which software opens flipcharts PRM-10 Warranty PRM-10 LAMP Warranty PLC-XE40 Warranty PLC-XE40 LAMP Warranty

3 ACTIVDRIVER How to obtain (download)? (Prometheanworld.com\ North America\ Support\ Driver Upgrades) Go to Select North America Select Support Select Driver Upgrades

4 Select and download appropriate driver Please read all instructions\steps, before installing 2

5 ACTIVDRIVER How to verify? Open Control Panel Open Add or Remove Programs Driver will be listed on Add or Remove Programs window, and it will list driver version 3

6 ACTIVDRIVER How to update (or install)? Download driver (see How to obtain ) Right-click downloaded file Select Open Select setup language Click OK Follow Installation Wizard steps NOTE: If computer already has an Activdriver installed, then please remove it before installing new driver (see How to un-install ) 4

7 ACTIVDRIVER How to un-install (remove)? Open Control Panel Open Add or Remove Programs Select Activdriver Click on Remove button Confirm removal (Click Yes ) After removal is complete, please reboot computer 5

8 ACTIVBOARD-FIRMWARE How to verify? Click on Activcontrol icon, on system tray, next to computer time Select About Activboard firmware version will be listed on window. NOTE: Activboard must be connected to computer and detected, in order to see Firmware 6

9 ACTIVBOARD-FIRMWARE How to update? Make sure board is connected to computer and detected (Activpen and board are interacting. Or, board is listed under Activcontrol) If using laptop, please do not run update while on battery power. Please use AC power source (wall outlet) Close all open applications\software. Do not run any other tasks or software while updating firmware Run firmware update (use firmware file(s) and follow instructions provided by Customer Support) After upgrade is complete, please reboot board (disconnect from power outlet, wait 7 seconds, re-connect to power) ACTIVBOARD-FIRMWARE How to obtain (download)? Contact Customer Support at , option 3 ACTIVBOARD Not detected! Reboot your Activboard: a) Disconnect board power-supply from power outlet b) Wait 7 seconds c) Re-connect board power-supply to power-outlet d) 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 ) 7

10 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 (and/or Serial) cable from another working board Test board using power-supply from another working board Test board using board power-cable from another working board Test board while connecting directly to power outlet on wall (no power source\strips) Test board while connecting to a different power outlet (different wall) Test board using another computer Test board while all other electrical devices in room are turned-off, including lights Another way to see if cause of issue is coming from items listed above, or from board itself, is to a) borrow another working board (from another room), b) remove unstable board, c) connected sample board to current cables\computer, d) test IF none of the above items solve issue, then please replace board electronics (see Activboard-Electronics- How to replace, or contact customer support) IF replacing electronics does not solve issue, then please contact Customer Support for next steps Spiking Example Skipping Example 8

11 ACTIVBOARD How to calibrate, when pen doesn t line-up with cursor? There are a few ways to calibrate the board Via Dashboard: Open Activsoftware On Dashboard, select Configure tab (if Dashboard is not set to open on Activsoftware start, then go to Menu on toolbar, select Open Dashboard ) Under Setup Activboard heading, click Calibrate Board If dashboard not opened: 9

12 Via Activcontrol icon: Click Activcontrol icon (next to computer-time, on system tray) Select Calibrate Via Activboard light: Hold Activpen, in front of board light, top-left-corner, for seconds Hold Activpen as close as possible to light (do not touch light), at a 90 degree angle with board, for about 10 to 15 seconds AFTER Calibration Screen appears: Follow instructions on screen ( click on surface to begin, click center of calibration cross-points) Make sure you get 5 calibration points (one on each board corner (4) and one in the middle-left corner) NOTE: If you do not get 5 calibration points, please re-start calibration 10

13 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. Scratches cannot be repaired or removed and will make ink and stain removal to that area difficult. Do not use metal brushes, scrapers or cleaning cloths whose prior use is questionable. ACTIVOTE How to identify (915Hz or 2.4GHz)? 915MHz: Model # (Product code) on back of vote is PRM-AV2 2.4GHz: Model # (Product code) on back of vote is PRM-AV3 ACTIVOTE-915MHZ How to reset registration? Open My Computer Navigate to C:\Documents and Settings\All Users\Application Data\Activ Software\Device Registration Delete: activote.dev NOTE: To view the Application Data folder, the Show hidden files and folders option, under Windows Folder settings must be selected. Or, you can also enter the path in the Windows Explorer address bar (C:\Documents and Settings\All Users\Application Data\) ACTIVOTE-915MHZ Country Error! Or, old-vote picture message! NOTE: These errors\messages are usually caused by connectivity issue(s) Disconnect board power supply cable from power outlet (wall-outlet) Verify all required cables are properly connected to board (disconnect and re-connect cables, if necessary) Verify all required cables are properly connected to computer (disconnect and reconnect cables, if necessary) Re-connect board power supply cable, to wall-outlet Reboot computer Test board Test Activote... 11

14 ACTIVOTE How to replace batteries? Open Activote case Pull on Velcro straps, located inside the Activote case lid (pull to open compartment) Take 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 ACTIVPEN Not working... Make sure Activboard cables are connected correctly Make sure Activboard is detected by computer (Activcontrol\ About = Activboard listed) Test using different pen Remove pen nib, re-insert and test ACTIVPEN Writing delays (Activstudio)? Following are some possible solutions Changing Color quality to 16 bit Open Control Panel Open Display Properties 12

15 Select Settings tab Change Color quality to 16 bit 13

16 Test writing IF above does not solve issue, THEN: Change Activstudio High Quality Settings Open Activstudio Open Activstudio Settings (Main Menu\ Activstudio Settings) Uncheck High Quality\ Lines and Shapes Test writing IF above does not solve issue, THEN: 14

17 Decreasing Video Card s Hardware Acceleration Please NOTE: Video card hardware acceleration settings will vary. Following steps is one example Open Control Panel Open Display Properties Select Settings tab Click Advanced button (opens video card settings) Select Troubleshooting tab Decrease Hardware acceleration Test Writing ACTIVSTUDIO Not installing on Vista computer, using CDs! Run software installation straight from executables 15

18 Insert installation appropriate disc Wait for installation window to show Cancel installation (close window, click on X ) Use the steps below to install all of the required Activsoftware components (application, help, documents, resources ) Browse disc (My Computer\ D: (disc)) Navigate to the paths listed below Right-click setup.exe file (Setup Launcher) Select Run as administrator Follow installation wizard steps Run installation When all components are installed, please REBOOT computer Path to different software components -- Activprimary: D:\App\ setup.exe -- Activprimary Help: D:\Help\USA\ setup.exe -- Activprimary Docs: D:\Docs\USA\ setup.exe -- CD 2: -- Activresources: D:\Res\ setup.exe Example: Path to application executable (setup.exe) 16

19 ACTIV SOFTWARE How to update via web? (Prometheanworld.com\ North America\ Support\ Software Upgrades Link: www ) Go to Select North America Select Support Select Software Updates Find link related to your software (Activstudio3, Activprimary, Mac, Windows, Expression, etc ) Read all information and follow steps\instructions 17

20 ACTIV SOFTWARE How to download full version 3? (Prometheanworld.com\ North America\ Support\ Software Upgrades\... Link: Go to Select North America Select Support Select Software Updates Select v3 Scroll to bottom of page and enter your current Activ software serial number Click Submit (main customer information form page will open) Complete and submit form with download link will be sent to submitted -address 18

21 ACTIV SOFTWARE How to request version 3 discs? (Prometheanworld.com\ North America\ Support\ Software Upgrades\... Link: Go to Select North America Select Support Select Software Updates Select Enter your current Activ software serial number Click Submit (main customer information form page will open) Complete and submit form Software discs will be mailed to submitted address 19

22 ACTIV SOFTWARE How to update via Dashboard? Open your version 3 Activ software (Start Menu\Programs\Activsoftware\...) 2) Open Dashboard (Welcome Screen) 3) Select Support tab 4) Click on the Check for Updates button 5) Download Update 6) After download is complete, you might be ask to close software 7) Close Activ software 8) Run update installation ACTIV SOFTWARE Selecting which software opens flipcharts (Changing file associations) Locate one of your flipcharts files (*.flp) Right-click on file Select Open With, from the shortcut menu Select Choose Program Select the program you wish to use when opening flipcharts (e.g., AS3PE =ActivstudioPE3) 6. Check the Always use the selected program... box 7. Click OK 20

23 IF desired Activsoftware is not an option, THEN: Click the Browse button Open C:\ drive Open Program Files folder 21

24 Open Activsoftware folder Open folder for the desired application (Activstudio or Activprimary) Select the application executable file (Activstudio= AS2PE.exe, Activprimary= Activprimary3.exe ) Click Open 22

25 Check the Always... box Click OK (Files ending with file extension.flp (ActivFlipcharts) will now always open with the selected Activsoftware) 23

26 PRM-10 Warranty 3 year warranty on projector (not lamp) PRM-10 LAMP Warranty 90 day warranty on lamp NOTE: Lamp has an anticipated life of up to 3,000 hours, when used in its 1500 lumen setting. And it has an anticipated life of up to 1,500 hours, when used in its 2000 lumen setting. PLC-XE40 Warranty 3 year warranty on projector (not lamp) PLC-XE40 LAMP Warranty 90 day warranty on lamp 24

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