TravelMate 214: three out of eight PCs doesn't detect their connected interactive whiteboard!

OS: Windows Pro 21H2 (updated)

Hello, I'm the tech lead of a high school lab and of the intreractive whiteboards (with connected PC TravelMate 214) of eight classrooms.

The whiteboard model are identical: Promethean Activeboard Touch 78 (all have a video projector) that is connected to the Travelmate with an USB cable (three m length).

Four out of eigth TravelMate cannot detect correctly the ActiveBoard!

It means that after having installed the applications to use the whiteboard, it is impossible to calibrate it (that is when drawing with the interactive pen, the line/point is not correctly aligned with the pen tip).

On my path to find the fix, I have contacted the Promethean support ( https://community.prometheanworld.com/forums/topic/activboard-touch-not-detected-by-activmanager/#post-35496 ) and Microsoft to check if the issue was related to Windows 10 Pro: ( https://docs.microsoft.com/en-us/answers/questions/619483/where-to-download-the-following-updatedriver-34stm.html ).
From both comes out that Acer may be of help.

Thank you.

Accepted answers

All comments

Easwar

Hi @GiuseppeC,

If your interactive whiteboard does not appear to work you should run through some simple diagnostics. Check that the board is connected securely to the computer you expect. Check that the board is receiving power. Check that the whiteboard specific driver software is installed on the computer.

billsey

You may have to contact Acer. That is just esoteric enough that other users are unlikely to have run into the issue. This forum is a community support forum and none of the Acer support people are here, only the moderators. It sounds as if it works, but can't be calibrated?

GiuseppeC

billsey said:

You may have to contact Acer. That is just esoteric enough that other users are unlikely to have run into the issue. This forum is a community support forum and none of the Acer support people are here, only the moderators. It sounds as if it works, but can't be calibrated?

Yes, it works but needs to be calibrated.

billsey

It look like you can calibrate using a mouse if the pen isn't able to.

GiuseppeC

billsey said:

It look like you can calibrate using a mouse if the pen isn't able to.

If you only had read my first post...
To sum up: in order the interactive whiteboard to be clibrated and work correctly must be ok all of the following

whiteboard has to be detected by windows 10 Pro;
its related driver has to be installed;
on top of it the whiteboard specific software is needed to be installed.

In my case the point 1. whiteboard has to be detected by windows 10 Pro is not satisfied, so after my attempts comes out that the witeboard woks but in its settings is not available (activated) the calibration feature.