Promethean Pen Troubleshooting Guide

Promethean Pen Troubleshooting Guide
Promethean Pen Troubleshooting Guide
If your pen is not responding to the Activboard:
1. First determine if the pen will work on another board. If it works on a colleague’s board, the pen
is not defective. If defective, turn it in to your building tech to determine if it is under warranty. If
it is not under warranty, your school will need to purchase a replacement. The school should
contact Trish Goetz, [email protected] for pricing and ordering.
2. Check to see if the ActivInspire software is up to date.
Run update if indicated. If update does not resolve issue; go to #3
3. Unplug the Promethean board USB cable from your computer and wait 30 seconds. Plug the USB
cable back into your computer. Try the pen. If it does not respond go to #4.
4. Power off the projector and wait for the projector power light indicator to cycle from red blinking
to solid red. Disconnect the Promethean board USB from your computer. Then disconnect the
power cable to the board. Wait 30 seconds. Reconnect the power cable first. Then plug in the USB
to the computer. Try the pen. If it does not respond go to #5.
5. Plug USB cable into a different port on your computer. Try the pen. If it does not respond go to
#6.
6. Connect USB to a different computer to determine if the USB cable is defective. Try the pen. If it
does not respond go to #7.
7. Contact your building tech to determine if a driver update is needed. The current driver will need
to be removed prior to updating to the driver. Be sure the USB cable to the Promethean board is
unplugged when uninstalling and installing the drivers.
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