ActivBoard - Frequently Asked Questions

Below you will find a number of frequently asked questions and answers for Promethean issues using Apple computers for the solutions. This FAQ is courtesy of Terri Osland, Hopkins High School District Integration Specialist.

1. The whiteboard is blue when I connect my computer to it?
2. I can see my computer screen on the board, but the pen doesn't work?
3. When I try to calibrate the board, I get an error message that says "This service not available."
4. The colors on the board are so dark compared to what I see on the computer screen?
5. The image on the board is wider at the bottom than at the top (or vice versa)?
6. My pen works, but even after calibration (over and over again), my pen is not aligned properly with the board, it is off by about an inch?
   

Solutions:

The whiteboard is blue when I connect my computer to it?

1. Check to make sure that the thick black cable (called a VGA cable) is connected between your board and your computer (if you have a Mac computer it will be connected to the white adaptor and that adaptor is connected to your computer).
2. Click on the Apple in the upper left corner of your screen and drag down to System Preferences. Click on Displays, click on Detect Displays.
3. If after clicking on Detect Displays, it still does not work, is there an Arrangement tab in the Display preferences? If yes, click on it and then put a checkmark in front of: Mirror Images.
4. If the above does not work, restart your computer, that is often the ticket.
5. If nothing above works, check to make sure that the big black cable (called a VGA cable) or the white adaptor (if you have a Mac) does not have a bent pin it it. This will prevent the computer from communicating with the projector.
6. If all the above solutions do not work, contact Promethean support.

I can see my computer screen on the board, but the pen doesn't work?

1. Do not launch ActivStudio.
2. Click on the Apple in the upper left corner of your desktop, drag down to System Preferences. Under other, do you see an option for Activboard? If no, please contact Promethean Support.
3. If yes, click on ActivBoard and then click on Calibrate. With your pen at the board, complete the calibration process by clicking on the 5 X's. If you cannot calibrate, borrow a pen from a neighbor to make sure it is not your pen that is the problem.
4. After calibrating, try to close the open window (the ActivBoard preference window) and try to move around some folders or open a file or folder. Does it work? If no, contact Promethean Support, you probably will need to have your driver (a piece of software used for the computer to communicate with the board) reinstalled.

When I try to calibrate the board, I get an error message that says "This service not available."

1. Look at your ActivBoard. In the upper left corner is a flame that should be illuminated. If not, the electricity to your board is disconnected. If so, move on to the next hint.
2. Ensure that you have the USB cable (either white or gray, it is thin, and it looks the same at each end) connected from the terminal box on your wall to the computer USB port.
3. If the above it true, move the cable to a different USB port on your computer (all computers have more than one USB port). Does this work?
4. If none of the above fixed the problem, unplug the BOARD from electricity, count to 10 and plug it back in. Does it work now?
5. If no, borrow another USB cable from another teacher to make sure it is not the cable that is bad. Does it work now?
6. If no, call Promethean support.

The colors on the board are so dark compared to what I see on the computer screen?

1. Click on the Apple in the upper left corner of your monitor and drag down to System Preferences. Click on Displays. Click on the Color tab.
2. Choose another option in Display Profile, like Generic RGB Profile. Is there an improvement in the color of the images on your board?
3. If no, click on the Calibrate button and keep clicking Continue like you know what you are doing until you get to the little slider that you can move left to right. Experiment with this b/c it will improve the contract in your images. Finish this process and you will be happier.

The image on the board is wider at the bottom than at the top (or vice versa)?

1. On the new Sanyo projector remotes, you will see a button that says Keystone. Click on this and use the arrow keys to manipulate the image so that it looks more like a rectangle on the board. Is this better?
2. If no, you might have an older projector and you will have to click on the Menu button on the remote and look for the keystone adjustment.
3. If this still does not improve your issue, contact Promethean Support.

My pen works, but even after calibration (over and over again), my pen is not aligned properly with the board, it is off by about an inch

1. You need to uninstall and reinstall your driver for the Activboard. If you want to do it yourself, navigate to the ActivBoard application - Single click on your Desktop, click on the Go menu and drag down to Applications. Find the Promethean folder, then go into the ActivStudio 3 folder, double click on Activuninstall. Deselect all checkboxes except for Activboard Driver. Click Uninstall.
2. After the uninstall, you need to trash a file called: com.prometheanworld.activhardware.plist. To find this file, single click on your desktop, click on the Go menu and drag down to Home. Then click on the MacInstosh HD (left menu at top). Go into Library. Go into Preferences. You will find the file there.
3. Then you need to trash a file called: com.prometheanworld.activstudio3. To find this file, single click on your desktop, click on the Go menu and drag down to Home. Inside your Home directory, click on Library (not the same library as in step number 2), click on Preferences and you will find it there. Quite honestly, I would drag to the trash all of the .plist files that have the word promethean in the file name.
4. Restart your computer.
5. Go to Promethean Planet online where you will find the driver you now need to install. You need to log into Promethean Planet (which means you need to have an account and know your username and password). Go to Support and click on Sofware Upgrades. Click on ActivDrivers and install the latest Mac OSX Activboard Driver.
6. Restart your computer.
7. Calibrate FROM THE SYSTEM PREFERENCES (click on Apple and go to System Prefs) and DO NOT HAVE ACTIVSTUDIO running (this is only important the first time you calibrate).