1087 - The ActivPen is jumping, gapping or spiking | Promethean Support

1087 – The ActivPen is jumping, leaving gaps or drawing jagged lines

Applicable to:

  • ActivBoard 100

    ActivBoard 100

  • ActivBoard 300 Pro

    ActivBoard 300 Pro

  • ActivBoard 300 Standard

    ActivBoard 300 Standard

  • ActivBoard 500 Pro

    ActivBoard 500 Pro

  • X1st Generation ActivBoard

    1st Generation ActivBoard

  • X2nd Generation ActivBoard

    2nd Generation ActivBoard

When using your ActivPen in ActivInspire, you may notice that the cursor jumps to another location, leaves gaps, draws jagged lines instead of curves, or draws lines by itself.

To solve any of the problems described above, please carry out the following steps, testing the ActivPen after each one to check whether the problem has been resolved.

Ensure you have installed the latest version of ActivDriver.

Reboot your computer and then connect the ActivBoard to a different USB port.

Once you’ve tried all USB ports, reset the ActivBoard following the instructions in article 1287.

Try another ActivPen or ActivWand on the ActivBoard.

Calibrate the ActivBoard using the 25 points (Precision) option:

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Open another program such as Microsoft Paint and test the ActivPen.

Test the ActivBoard using a different computer and USB cable that work with another ActivBoard.

Remove any USB extenders or boosters from your system and connect the USB cable directly from the computer to the wallbox or connectivity panel.

Contact Promethean Technical Support to enquire about a firmware upgrade for your ActivBoard. You will need to provide the ActivBoard serial number and current firmware version. The firmware version can be found in the ActivManager Control Panel.

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If a firmware upgrade is available, Promethean Technical Support will provide the file. Follow the instructions in article 1038 to upgrade the ActivBoard using a USB or wireless connection. ActivBoard 500 Series firmware upgrades can be downloaded directly through ActivManager; please visit article 1125 for more information.

Bypass the wallbox or connectivity panel, and connect the USB cable directly to the ActivBoard electronics (1st and 2nd Generation ActivBoards) or PCA hub (ActivBoard 100, 300 and 500 Series). The following articles show how the cables are connected: 1045, 1086 and 1328.

Check whether there are any environmental causes in the room where the ActivBoard is located. New lighting systems, nearby network points and radiators are examples of equipment that can have an effect on the ActivBoard and ActivPen. If possible, move the ActivBoard to another room and test again.

Please contact Promethean Technical Customer Support if the above steps do not resolve the problem.

If you still need technical support, please contact us.