Promethean
Troubleshooting
Resources
and
Flowcharts














 




System
Requirements:

PC:

Dell
Pentium
4
1Ghz
processor;
512
MB
RAM;
1024
X
768
or
800
X
600
screen
resolution;
10GB
free
disk

space.


Mac:

Intel
Mac;
OS
10.4
or
higher;
512
MB
RAM;
1024
X
768
or
800
X
600
screen
resolution;
10GB
free
disk
space.


*Additional
Equipment
that
may
be
needed:
VGA
adapter
for
Mac
laptop
or
desktop,
VGA
splitters
for
PC
desktop


Note:

It
is
highly
recommended
that
you
use
a
laptop
to
run
the
Promethean
Board
‐
Dell
“D
Series”
or
“E
Series”

running
Windows
XP
or
MacBook/MacBook
Pro
running
10.4
or
higher.


Note:
DOTS
does
not
support
personal
laptops.


Contact
Information:


Contact
the
DOTS
Hotline
for
Technical
Support:

DOTS_Hotline@dpsk12.org

Phone:
720
423‐3888


Contact
Erin
Magley
for
training
information:
Erin_Magley@dpsk12.org


Promethean
Technical
Support
can
be
contacted
at:
1
888
652‐2848


DPS
Promethean
Resource
Website:



Path
from
DPS
Website:
Staff
>
DPS
Promethean
‐>



http://promethean.dpsk12.org/


Purchasing,
Pricing,
and
Installation:



Path
from
DPS
Website:
Staff
>
DPS
Promethean
>
Purchasing
Info

‐
>


http://spreadsheets.google.com/pub?key=pk4BED8b29DuTe0rHMKTReA


Documentation,
Troubleshooting
and
Promethean
Board
Repairs:





Documentation
and
help
contact
numbers
are
located
on
the
right
hand
side
of
the
DPS
Promethean
Website
‐>



http://promethean.dpsk12.org/trouble.htm


Path
from
DPS
Website:
Staff>DPS
Promethean>Troubleshooting

‐>


Flipcharts:



Located
on
the
top
tab
bar
under
the
DPS
logo.
Click
on
ELEM
FLIPCHARTS,
MS
FLIPCHARTS
or
HS
FLIPCHARTS
as

needed
‐>




Tips
and
Tricks:


Videos:
http://www.prometheanplanet.com/server.php?show=nav.1147


ActivTips:
http://ilearntechnology.com/?page_id=1353


Summer
storage
of
your
Board:
queen
or
full
size
fitted
sheet
draped
over
front
of
board,
and
pillowcase
fitted
over

the
projector.

Be
sure
to
unplug
the
board
and
store
all
cords
where
they
can
be
located
the
following
school
year!


1 
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troubleshooting
information.
 



 










Promethean
Troubleshooting
Resources
and
Flowcharts














 




BOARD
DOESN'T
WORK!


Is
the
projector
on?

Is
it
showing

Is
the
jlame
lit
up
on
the
top
left
 the
Promethean
logo
on
the

corner?
 board
or
your
desktop
image?

If

not,
see
projector
jlowchart.


No
‐
Make
sure
the
board
is

Yes
‐
Is
the
jlame
red
or
lavendar?



plugged
into
a
working
outlet.


Red
‐
the
ActiveManager
doesn't

show
the
board
is
connected.


Check
the
driver
in
the

If
Lavendar
you
need
to
calibrate

ActivManager
>
Control
Panel,
to

the
board.

See
calibration

see
if
the
driver
is
installed
or

needs
to
be
updated.

See
 jlowchart.

ActivDriver
install/update
on

pages
8
and
9.


2 
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Promethean
Troubleshooting
Resources
and
Flowcharts














 




LCD
PROJECTOR
DOESN'T

WORK!


Is
it
an
LCD
projecor
or

DLP
projector?


LCD
Projector
 DLP
Projector


Make
sure
batteries
 Make
sure
batteries

work
in
the
remote.

 See
Projector
Manual
in
 work
in
remote.

The
 See
Projector
Manual
in

Be
sure
to
clean
the

The
original
batteries
 Promethean
 original
batteries
that
 Promethean

jilters
weekly!
 Troubleshooting
Folder.
 Troubleshooting
Folder.

that
come
with
the
 come
with
the
remote

remote
die
quickly.
 die
quickly.




*Note
–
You
must
wait
for
the
LCD
projector
to
cool
down
for
10
minutes
before
it
will
let
you
turn
it
on.

This
is

not
the
case
for
the
DLP
projector.


*Note
‐
In
some
cases,
it’s
hard
to
tell
when
you
have
turned
on
the
DLP
projector.

It
sometimes
takes
up
to
15

seconds
to
light
up
the
Promethean
Board.



*Note
–
If
you
resolve
that
the
bulb
or
projector
is
faulty,
call
Promethean
tech
support
for
a
replacement

immediately.

The
user
can
replace
a
bulb,
but
TIG
will
have
to
replace
to
replace
the
projector
for
a
labor
charge.



See
Promethean
Pricing
Spreadsheet
for
details.



*Warranty
‐
All
projectors
are
covered
under
a
3‐year
warranty.

Have
the
serial
number
ready!


3 
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Promethean
Troubleshooting
Resources
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Flowcharts














 






THE
PEN
DOESN'T
WORK!


Is
the
USB
securely

connnected
on
both
ends?

(computer
and
board)


No
‐
Secure
the
USB
on

Yes
‐
Is
the
jlame
in
the

both
ends.

You
should

upper
left
corner
of
the

here
a
bing
bong
come

board
lavendar?

through
the
speakers.


Yes
‐
Calibrate
board
by

No
‐
Flame
is
red.

See

holding
pen
over
jlame.


Activmanager
Flowchart.

See
calibration
jlowchart.


If
after
going
through
the

ActivManager
instructions

the
jlame
is
still
red,
call

Promethean
Tech
Support

at
1‐888‐652‐2848


4 
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prometheankb.com
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information.
 



 










Promethean
Troubleshooting
Resources
and
Flowcharts














 






MY
BOARD
WON'T

CALIBRATE!


Hold
pen
a
few
centimeters

over
lavendar
jlame
at
top

left
of
board.


Yes
it
responds
and
goes
to

a
white
preparation
screen

Nothing
happens
‐
See

‐
Tap
the
board
jirmly
and

ActivManager/Activdriver

quickly
to
get
to
calibration

screen.
Click
on
each
cross
 jlowcharts.

gingerly
to
calibrate
board.


5 
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Promethean
Troubleshooting
Resources
and
Flowcharts














 




ACTIVMANAGER


Mac?
 PC?


Do
you
see
the
 Do
you
see
the

Activmanager
icon
in
 Activmanager
icon
in

the
top
menu
bar?
 the
bottom
task
bar?


Yes
‐
click
on
it
and
 Yes
‐
click
on
it
and

open
the
control
panel
 No
‐
See
ActivManager
 open
the
control
panel
 No
‐
See
ActivManager

to
verify
the
driver
is
 installation
instructions
 to
verify
the
driver
is
 installation
instructions

installed.

Is
it
the
latest
 on
page
7.
 installed.

Is
it
the
latest
 on
page
7.

driver?
 driver?


No
‐
See
the
ActivDriver

Yes
‐
Call
Promethean

Flowchart
and

tech
support
for
more

installation
instrucions

help
at
 on
pages
8
and
9
to

1‐888‐652‐2848.

update.







*Note
‐
you
may
need
to
remove
and
or
replace
the
ActivManager
in
the
taskbar
by
following
the
steps
located
on

page
7.


6 
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Troubleshooting
Resources
and
Flowcharts














 






REPLACING
THE
ACTIVMANAGER
ICON
IN
THE
PC
TASK
BAR:



*Note
‐
Before
you
install
the
latest
driver
you
must
disconnect
all
Promethean
hardware!

This
means

disconnecting
the
USB
cable
between
the
computer
and
the
board.




1.
Go
into
“Add/Remove”
programs
to
make
sure
the
ActivManager
has
been
installed.

If
not,
latest

Promethean
driver
needs
to
be
installed
first.

See
ActivDriver
instructions
on
pages
8
and
9.




2.
If
you
can
verify
that
the
driver
has
been
installed,
quit
Add/Remove
programs
and
hit
ctrl/alt/delete
to
get

into
the
task
manager.




3.

Once
in
the
task
manager,
go
to
processes,
sort
by
the
“image
name”
tab
and
quit
the
“ActivManager.exe”

process
as
well
as
other
Activ
software
processes
like
ActivControl2.




4.

Quit
out
of
the
task
manager
and
go
to:

My
Computer
>
C://
Drive
>
Program
Files
>
Activ
Software
>

Activdriver
>
ActivMgr.exe
and
double
click
on
it
to
start
it
up
again.




5.

The
icon
should
appear
in
the
task
bar
as
normal.




6.

Then
take
the
steps
to
remove
the
driver
and
do
a
fresh
install
of
the
driver
again,
per
the
below

instructions:









7 
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Troubleshooting
Resources
and
Flowcharts














 



*Note
‐
Before
you
install
the
latest
driver
you
must
disconnect
all
Promethean
hardware.



ACTIVDRIVER


Do
you
have
the
latest

driver?

Check
the

Activmanager
for
the

driver
version.


No
‐
You
must
download
it

Yes
‐
Try
a
restart
of
the

from

computer.

If
this
doesn't

prometheanplanet.com.


help,
call
Promethean
Tech
 NOTE
‐
You
must
be

Support
at

registered
and
logged
in
at

1‐888‐652‐2848.

the
site
to
do
so.


Click
on
"Updating

Promethean
Drivers"
form

the
DPS
Promethean

Website
(very
bottom
of

page)
for
a
quick
link.


Be
sure
to
download
the

correct
driver
for
either

Mac
or
PC.

See
directions

on
page
9.


8 
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Troubleshooting
Resources
and
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ACTIVDRIVER
UPGRADE




*Note
‐
Before
you
install
the
latest
driver
you
must
disconnect
all
Promethean
hardware.






1. Download
the
latest
Promethean
ActivBoard
driver
by
going
to
www.dpsk12.org
>
Staff
>
DPS

Promethean
>
Updating
Promethean
Drivers
at
the
bottom
of
the
page.

Be
sure
you
have

registered
and
logged
in
at
the
website
so
it
will
allow
you
to
do
a
download.



2. Download
the
correct
driver
for
the
operating
system.




3. Be
sure
that
the
ActivInspire
software
is
not
running
when
you
install.




4. To
install
the
driver,
double
click
on
the
icon
and
follow
the
installation
instructions.





5. Restart
the
computer
and
then
check
the
ActivManager
>
Control
Panel
to
verify
the
update.


9 
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Troubleshooting
Resources
and
Flowcharts














 




MY
SOUND
DOESN'T

WORK!


Are
your

speakersturned
on?



No
‐
Check
the
standby

Yes
‐
Make
sure
the

button
on
the
side
of
the

audio
cable
is
securely
 board
wih
the
sound

connected
on
both
ends

controls
and
mkae
sure


(computer
and
board)

the
light
is
green.


Sound
still
doesn't
work.


Sound
works.


Is
the
volume
turned
up

on
the
control
panel
of

the
board?
Is
the
sound

unmuted
and
turned
up

on
your
computer?


Still
no
sound?

Call

Promethean
Tech

Support
at

1‐888‐652‐2848
for

more
help.




*Note
–
On
the
PC,
sound
can
travel
through
the
USB
cable
and
no
audio
cable
is
needed.

Mac
is
not
yet
able

to
do
this
and
must
use
an
audio
cable.



10 
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troubleshooting
information.