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Promethean ACTIVboard Troubleshooting

Guide
Bulbs & Projectors:
What happened: The image on my board is askew?
1. You (or your site coordinator/custodian) might have to manually adjust
the projector, if: (1) your projected image is slightly off the bottom or
top of the board and/or (2) it is off the board to the left or to the right.
This can be a problem with the ceiling mounted Hitachi projectors.
2. For the All-in-One ACTIVboards (A+2) with the orange projectors, the
support arm can shift slightly from side to side. You can gently
reposition (it does not move much) the arm to center the image on the
screen.
3. You can also adjust the Keystone. For the Hitachi projectors you will
have to press menu to get to keystone adjustment. For the
Sanyo/Promethean projectors, the keystone option is on the remote
control.
NOTE: The projected image never completely fills the whole board. There
is always a gap (small one)
on the sides.

Why is my projector overheating?


1. First check the filters. Hitachi projectors should have their filters
cleaned every 100 hours (the timer will prompt you to do so).
The orange Sanyo/Promethean projectors need both filters cleaned
about once a week.
2. If the projector filter is clean and it is still overheating (mostly occurs
with the orange Sanyo/Promethean projectors), contact Mike
Martindale (789-3449, 690-9802, mmartindale@washoe.k12.nv.us).
BE AWARE: Dirty filters make projectors overheat, damage the
projector, reduce the bulb life and void the warranty.

How do I clean projector filter?


After installation, projector maintenance is the responsibility of the school. To
limit down-time due to bulb/maintenance issues, it is important to clean your
filters regularly. The following is a collection of resources to help you
clean your projector filters.

Hitachi - It is vital to the life of your projector and bulb that you clean
the filters every 100 hours. Here is more information on cleaning your
projector filter:

Sanyo/Promethean -It is vital to the life of your projector and bulb


that you clean the filters once a week. Here is more information on
cleaning your projector filter:

Why do I only get a blue screen projected on my board?


1. Make sure the VGA cable (in most cases it is blue) is plugged into the
computer and the access box on the wall.
2. You may also need to toggle between the monitors to display your
desktop image on both the computer screen and the board. To do this,
simultaneously press the function (fn) key and F4 (on HP computers) or
the function (fn) key and F8 (on Dell computers). You may have to do
this more than once to display your desktop image on both the
computer screen and the board.

My bulb burnt out, now what? What blub do I need to


order for my projector?
1. After installation, projector maintenance is the responsibility of the
school. To limit down-time due to bulb/maintenance issues, it is a good
idea to have a small inventory (1 or 2 bulbs) in case one (even under
warranty) might need to be replaced. The following is a collection of
resources and contacts to help you with your projectors.

Hitachi
1. It is vital to the life of your projector and bulb that you clean the filters
every 100 hours. For more information on cleaning your projector filter,
please see the section How do I clean my projector filter.
2. Hitachi bulbs are not necessarily interchangeable between models.
Please make sure that you order the correct bulb for the model(s) at
your school. Here is a list of models and bulbs:

3. If you need help installing a new bulb, here are the instructions for the
CP-X260 .

4. If you need help installing a new bulb, here are the instructions for the
CP-X300.

Sanyo
1. It is vital to the life of your projector and bulb that you clean the filters
once a week. For more information on cleaning your projector filter,
please see the section How do I clean my projector filter.
2. If you have an orange Sanyo projector, your bulb in under warranty
for only 90 days after installation. If you are having trouble and think
your bulb is still under warranty, contact Rick Nichols with Advanced
Classroom Technology (224-7858, rickn@act-ol.com).
3. If your bulb is out of warranty you will have to order a new one through
the BiTech purchase order system or Advanced Classroom Technologies
(800.355.2905). Prices of bulbs are listed on the Educational
Technology website as well.

Promethean

1. It is vital to the life of your projector and bulb that you clean the filters
once a week. For more information on cleaning your projector filter,
please see the section How do I clean my projector filter.
2. If you have an orange Promethean projector, your bulb in under
warranty for 3,000 hours or three years. If you are having trouble
and think your bulb is still under warranty, contact Rick Nichols with
Advanced Classroom Technology (224-7858, rickn@act-ol.com).
4. If you bulb is out of warranty you will have to order a new one through
the BiTech purchase order system or Advanced Classroom Technologies
(800.355.2905). Prices of bulbs are listed on the Educational
Technology website as well.

Pens & Driver:


Why are my pens "freezing?" Why don't my pens work?
1. Make sure the USB cord (cream colored) is plugged in. If your USB cord
has a booster (looks like a snake swallowed a mouse), the end of the
cord with the booster should be closest to the wall. If you do not have a
booster, it does not matter which end plugs into the wall or computer.

2. After you plug in, make sure the icon in the tray (bottom right-hand
corner of the screen next to the time) displays a whiteboard without an
X. Try all of the USB ports on your computer.
3. No X? Start the software and you are ready to interact!

Still not working?


1. When the software starts, click the Support tab in the Dashboard.
Make sure you have software v.3.7.19 and driver v4.1.14.20. Click
check for update to get the latest software version. Click here for the
latest driver download from Promethean Planet.
2. This process solves the majority of pen issues. If this did not work for
you, contact Mike Martindale (789-3449, 690-9802,
mmartindale@washoe.k12.nv.us).

Why are my pens "spiking?" Why are my pens not


working correctly?
1. The pens interact with the software at the speed of the computer. As
computers "slow," so does their ability to interpret the information
coming from the pen. You may just have to slow down your writing
a bit. This should happen with both pens.
2. If your computer is not showing you signs that it is slowing, but both
pens are spiking (or freezing), then check to make sure you have the
latest software and driver.
3. To check what driver you have, start the software and click the
Support tab in the Dashboard. Make sure you have software v.3.7.19
and driver v4.1.14.20. Click check for update to get the latest
software version. Click here for the latest driver download from
Promethean Planet.
4. This process solves the majority of pen issues, but if you have one pen
that works fine and another that is spiking, it could be a pen issue. For
pen replacement issues, contact Mike Martindale (789-3449, 690-9802,
mmartindale@washoe.k12.nv.us). Sometimes your school will have to
order additional spare pens. To purchase spare pens, contact Rick
Nichols with Advanced Classroom Technology (224-7858, rickn@actol.com).

Software:
How do I load the ACTIVstudio software?
1. Insert Disk 1 into your CD/DVD drive. The Installer should automatically
launch (you might need to wait a few seconds).
2. If it does not launch automatically, click on My Computer > DVD RAM
drive (D) to manually launch.
3. Follow the prompts to complete the installation. The serial number is
located on the inside-right panel of software package.

How do I load resources using a Resource Pack?


1. Click on the file to download it. Select save and choose your desktop.
2. Open ACTIVstudio. In the New/Open tab under the Tools and Utilities
section, open Activresource Manager.
3. In the top of that window, choose import (the stack of books with the
arrow pointing to the right).
4. Browse to find the resource pack where you saved it (the desktop) and
import.
5. After it is done importing the resources, it should tell you where they
are (e.g. My Images, My Backgrounds etc.).
6. You will need to close and reopen the program before they appear in
your resource library.
7. Add them to any flipchart you are creating! Open your Resource Library
(stack of books in your flipchart toolstrip) and click and drag them into
your flipchart . . .

Why do I get a weird error about the "Temp folder" when


I try to open ACTIVstudio?
1. Click here to read this technical article.
2. For Laurie Line and Terra Graves, the first 3 steps did not fix it, but the
4th step did. GO to START, RUN, then type regsvr32 scrrun.dll, then
click OK, and YES! Fixed! (Thanks to Laurie Line and Terra Graves for
the solution.

How do I change names in my Random Name Generator?


1. You can download the Random Name Generator by clicking on
WCSD ACTIVboard Flipcharts and Resources folder > Activstudio
Resource Library folder > Shared Collections folder > Flash Files folder
> Random Name Generator
2. Detailed instructions are provided below (by Mark Skoff):
1. Before you do anything, make sure you unzip the files to a new folder on your
desktop. It won't work if it is zipped in the folder.
2.

Right-click the XML file


and choose Edit . Change just the student
names. Leave the coding alone. Once you get all names changed to match with your
students, save the File. Close out of Notepad. DO NOT CHANGE THE NAME OF THE
FILE WHEN YOU SAVE. IF YOU CHANGE THE FILE NAME IT WILL NOT PROPERLY LOAD
YOUR STUDENTS. THE FLASH FILE IS LOOKING FOR "classroom" that is programmed
in the flash file.

3.

Open up a new flipchart in Activstudio. Right-click on a flipchart page and choose


Insert > Flash Placeholder.

4. Then navigate to the folder you named with the flash files. Click on the
file and then click OK.
5. Resize the flash file as you see fit like an image by dragging the corners of the
window, not the pickup handles. Once you are satisified with the size of the object
make sure Start Automatically is checked and click OK .

6. To get the names to load you have to insert the XML file into the flipchart. Rightclick > Insert > Other File Link . Click on three dots to browse for the file. Choose
the classroom XML file from your folder where the randomFS file was. Add Link as
Text . Check the box next to Store file in flipchart . Click OK .

7. Now you have a working flash file and the file to load the student names. Open up
your My Resource Library. Go to the My Collections group. Click and drag the
classroom text and Flash file to the window. Do one at a time. Then label the object
as name generator.

Now you can use the name generator whenever you want as long as you drag the
classroom.xml file and flash file to the flipchart.

Not covered here?

If there is something that I could explain better or something that I


could add, please send your suggestions to Mike Martindale (7893449, 690-9802, mmartindale@washoe.k12.nv.us). Thanks!