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Lync Client issues with Promethean ActivBoard

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Troubleshooting Lync 2013 with Promethean ActivBoard

After roll-out of Office 365 Pro/Office 2013/Lync 2013 on a computer used in conjunction with Promethean ActivBoard, some users may notice an issue where the ActivBoard pen fails to respond rendering the board unusable when Lync is running.

Symptoms

  • Pen does not respond on whiteboard
  • Pen responds on whiteboard until Lync is launched
  • Resolved issue by repairing ActivDriver, however, issue returns after restart.

Cause

The root cause of the issue relates to how the interactive board interacts with Lync for its presence notification such as in this case "Presenting". The primary cause is the firmware installed on the board. Firmware versions below v8.09 are known to have the issue.

Resolution

Temporary Work Around

  1. Launch Lync
  2. Select Settings > Tools > Options > Personal
  3. Untick the boxes for "Automatically Start Lync When I Log On To Windows" and "Show Lync In Foreground When It Starts"
  4. Close Lync and ensure you also close it from the task tray or task manager
  5. Go to Control Panel > Add/Remove Software
  6. Locate the Promethean ActivDriver and click "Repair"
  7. Once complete, the ActivDriver should pick up the board and the pen should respond

*Launching Lync 2013 will require you to repeat the above steps again - This is just a temporary solution

Full Resolution

  1. Contact your Promethean Provider or Reigster at Promethean Planet
  2. Download the latest Firmware for your ActivBoard
  3. Ensure the version of Firmware is v8.09 or higher and ensure the firmware is compatible with your ActivBoard
  4. If you are unsure how to proceed with a Firmware upgrade, Please consult the documentation for your ActivBoard or reach out to your preferred Promethean support partner or vendor
  5. Once complete, restart the PC
  6. After restart, launch Lync
  7. Select Settings > Tools > Options > Personal
  8. Tick the boxes for "Automatically Start Lync When I Log On To Windows" and "Show Lync In Foreground When It Starts"

The ActivBoard pen should now respond as normal with Lync running.
* If you are unsure about firmware versions for your ActivBoard or are unsure how to upgrade firmware, please ensure you speak with an approved support contact or engineer. Firmware changes, if carried out incorrectly, can damage the board or render it unusable.