Promethean ACTIVboard Troubleshooting Guide
Contents
1. contact your LMS If your bulb is out of warranty your LMS will have to order a new one Model PRM 20 e Dark Grey Promethean Projector Version 3 1 2 There are no filters to clean on this projector If you have a grey Promethean projector your bulb in under warranty for 3000 hours or 3 years If you are having trouble and think your bulb is still under warranty contact your LMS If your bulb is out of warranty your LMS will have to order a new one Model PRM 25 Pens amp Driver Why are my pens freezing Why don t my pens work 1 2 Remove and replace the nib pen tip Make sure the USB cord 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 After you plug in make sure the activmanager icon bottom right tray next to time on PCs and top right tray next to time on macs displays a whiteboard with an orange flame NOT a red X Try all of the USB ports on your computer As soon as the activmanager has the orange flame and not the X your ActivBoard is ready to become interactive Still not working 1 2 You may be in need of a driver update Contact your LMS or Instructional Technology Facilitator ITF and ask for assistance Or visit Promethean Planet Click Support ActivDriver Select Windows or Mac an2. Volume Make sure Mute is not selected e Mac Going to System Preferences Sound Output Adjust Volume Make sure Mute is not selected o Version 2 Large Silver Speakers Plug in black cable to headphone jack Plug in black cable to headphone jack make sure amp is on and volume is up Check laptop s Audio settings by e PC Right Click on the speaker in the tray bottom right Select Adjust Audio Properties Adjust Volume Make sure Mute is not selected e Mac Going to System Preferences Sound Output Adjust Volume Make sure Mute is not selected o Version 3 Speakers integrated into frame of ActivBoard Sound is fed through USB To adjust the volume adjust the knob on the dark grey section on the side of the board NOT on the white box Leave the volume on the white box all the way down Make sure the Power button under the volume knob is pushed in and green in color If the power goes out this may turn red Simply press it until it turns green again Check laptop s Audio settings by e PC Right Click on the speaker in the tray bottom right Select Adjust Audio Properties Adjust Volume Make sure Mute is not selected e Mac Going to System Preferences Sound Output Under Default Devices Select the Promethean USB option 6 Adjust Volume Make sure Mute is not selected 2 If this does not help create a Help Desk Ticket describing the issue and the steps you ve already taken to try and rectify the problem Include
3. responsibility of the school To limit down time due to bulb maintenance issues the school s Library Media Specialist should have a small inventory 2 3 bulbs of both types of bulbs in case one even under warranty might need to be replaced Contact your Library Media Specialist LMS Also the LMS should have a projector on a cart for temporary use until the problem is solved You can still calibrate and use the pen and board as you normally do e Orange Sanyo Projector Version 1 1 3 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 If you have an orange Sanyo projector your bulb is under warranty for only 90 days after installation If you are having trouble and think your bulb is still under warranty contact your Library Media Specialist If your bulb is out of warranty your LMS will have to order a new one Model PCL XE40 e Orange Promethean Projector Version 2 1 4 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 clean my projector filter 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
4. the filters start to clog the intake fans will draw air into the projector via the bne of least resistance Therefore if the filters are not kept clean then unfiltered air will be drawn into the projector housing through jomts and holes in the casing It is advisable to remove any dirt deposit from the upper surface of the projector before commencing filter cleaning f it is not part of the general classroom housekeeping 1 For at least the first fortmght of regular use clean the projector filters on a weekly basis according to the instructions in the manual supplied wth the projector 2 Each time you clean the projector filters compare the filter with the examples provided filter not due for cleaning 3 F they resemble the image above then you may decrease the cleaning frequency From weekly to fortnightly from fortrughtly to 3 weekly or from 3 weekly to weekly as applicable The latter should be the maumum interval filter due for cleaning 4 If the filters resemble the image above then clean them as soon as possible and continue with the curent clearung cycle Reliability and performance could be impared filter overdue for cleaning 5 If at anv time any of the filters have reached a state similarto the image above then clean them immediately The projector is definitely not being cleaned often enough and you MUST increase the frequency of cleaning A blocked filter will affect rehabikty and perfor
5. Promethean ACTIVboard Troubleshooting Guide Bulbs amp Projectors What happened The image on my board is askew 1 Try to gently 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 Sometimes it s easier to physically adjust the board to align it with the projected image 2 For the Version 1 boards Metal pipe boom and orange projector 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 use the remote control all versions to adjust the Keystone 4 Your resolution setting may have changed To fix it PC Right click on desktop Properties Settings Resolution 1024 x 768 Mac Go to System Preferences Displays 1280 x 800 60 Hz NOTE The projected image may never completely fill the whole board There is always a gap small one on the sides Why is my projector overheating 1 First check the filters The orange Sanyo Promethean projectors need both filters cleaned about once a week The Version 3 Dark Grey do not have filters therefore this is not a reason for overheating 2 If the projector filters are clean and it is still overheating create a Tech Help Ticket on the main page of the district s website Hearing the fan start and stop and the bulb never illumi
6. d install the latest driver download from Promethean Planet This process solves the majority of pen issues If this did not work your media specialist should complete a help desk ticket 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 If this is the problem this will happen with both pens 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 I am not even touching the board with the pen and it is writing or clicking when hover the pen over it 1 Use a different pen and determine if the same thing happens with a different pen o If it only happens with one pen Remove and replace the nib of the pen Recalibrate the board o If this happens with more than one pen Have your LMS complete a help desk ticket Sound amp Speakers don t have sound coming from my Promethean speakers What should do 1 Make sure necessary cables are properly plugged in and adjust audio settings o Version 1 Small Black Speakers Plug in black cable to headphone jack make sure amp is on and volume is up Check laptop s Audio settings by e PC Right Click on the speaker in the tray bottom right Select Adjust Audio Properties Adjust
7. mance and possibly damage optical parts including lamps and panels fitted in the projector filter blocked 6 If any of the filters are like the image above clean them immediately and have the projector cleaned internally and checked for damage of the optical parts including lamps and panels fitted in the projector These instructions are applicable to all makes and models of LCD projector The specific references to Sanyo simply reflect the fact that these are the majority of Projectors sald by Promethean Why do I only get a blue screen projected on my board 1 2 Make sure the VGA cable in most cases it is blue is plugged into the computer and the access box on the wall Mac Be certain the VGA cable is securely plugged into the dongle that is also securely plugged into the macbook 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 F2 on Methods 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 The image should automatically project while using a mac If not go to system preferences displays detect displays and check off mirror My bulb burnt out now what What blub do I need to order for my projector 1 After installation projector maintenance is the
8. nating could be an indication of this problem A technician will have to reset the internal thermal switch NOTE Dirty filters make projectors overheat damage the projector reduce the bulb life and void the warranty How do 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 e 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 RECOMMENDED OPERATION DURING NORMAL SCHOOL DAY 1 Tum the projector on 5 minutes before the children students adults enter the teaching area 2 Turn the projector off when not using it for a penod of time greater than 30 minutes 3 If you turn the projector off do not tum it on immediately You should wait approxumately 30 minutes before switching on to avoid shortening the lamp life 4 Disconnection of the power cord whilst the cooling fans are running will shorten lamp life FILTER CLEANING IF FOLLOWED THESE INSTRUCTIONS WILL HELP MINIMISE THE NEED FOR OPTICAL CLEANING REDUCE THE RISK OF COSTLY REPAIRS AND MAXIMISE LAMP LIFE Projectors are not sealed boxes and require large amounts of cooling air to be drawn through the filters As
9. your name school and room number
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