Promethean Boards – Common Problems & Troubleshooting

Modified on Tue, 25 Aug at 9:56 AM

Overview

This guide provides troubleshooting steps for common problems with PBSD Promethean boards, Chromeboxes, and Promethean applications.

Before submitting a Technology Support request, locate the problem you are experiencing below and complete the recommended steps.

Board Is On but I Don't See My Chromebox

Make sure the Chromebox is powered on.
Check the Promethean board's source/input.
Select the input connected to the Chromebox.
Wait for the ChromeOS sign-in screen to appear.

Tip: If you can see the Promethean interface but not the Chromebox, the board may simply be set to the wrong input.

Touch Isn't Working

First, determine whether the Promethean board itself responds to touch.

Promethean Menus Work, but Chromebox Touch Does Not

If you can use touch within the Promethean menus but cannot control the Chromebox:

Restart the Chromebox.
Return to the Chromebox input.
Test touch again.

Nothing on the Board Responds to Touch

If neither the Promethean menus nor the Chromebox respond to touch, restart the Promethean board and test again.

Helpful Test: Checking whether the Promethean menus respond to touch helps determine whether the problem is with the board itself or the Chromebox environment.

Promethean Annotate Won't Open

Close Promethean Annotate.
Verify that you are signed in to Promethean.
Reopen Annotate.
If Annotate still does not open, restart the Chromebox.
After signing back in, try opening Annotate again.

Annotate Opens but Doesn't Appear Over My Content

Promethean Annotate requires certain permissions in ChromeOS to display its tools over other applications and classroom content.

Verify that you selected Allow for the requested permissions when Annotate was first opened.

Important: If you denied a required permission or are unsure which permissions were selected, contact Technology Support for assistance.

Promethean App Is Missing on an ActivPanel 10

Promethean applications on the ActivPanel 10 are installed through the Google Play Store on the Chromebox.

Open the Google Play Store on the Chromebox.
Locate the Promethean application you need.
Select Install.
Open the application after installation.
Allow the requested permissions if prompted.

PBSD ActivPanel 10 users may use Promethean applications including Annotate, Screen Share, Timer, and Spinner.

Can't Find the App? If the Promethean application is not available in the Google Play Store, submit a Technology Support request.

No Sound

Check the volume in both locations:

Promethean board volume
Chromebox volume

Make sure the Promethean board is not muted.
Make sure the Chromebox is not muted.
Increase the volume on both if necessary.
Try another website, video, or audio source.

Tip: The Promethean board and Chromebox have separate volume controls. If either one is muted or turned down, you may not hear audio.

Screen Is Blank

Verify that the Promethean board is powered on.
Verify that the Chromebox is powered on.
Check the board's selected source/input.
Select the Chromebox input again.
Restart the Chromebox.
If the screen is still blank, restart the Promethean board.

Still Having Problems?

If the problem continues after completing the troubleshooting steps above, contact PBSD Technology Support at techsupport@pbsd.net .

Include the following information in your request:

Building
Room number
Description of the problem
What you were attempting to do when the problem occurred
A photo of the screen or error message, if possible

Providing your building and room number is important. This helps the Technology Department identify the correct Promethean board and troubleshoot the issue more quickly.

Promethean Boards – Start Here
ActivPanel 10 – Getting Started & Installing Promethean Apps
ActivPanel 10 – Using Promethean Annotate
Existing Promethean Boards – Chromebox & Promethean Tools
Promethean – Using Screen Share
Promethean – Using Timer & Spinner
Promethean – Using a Whiteboard