Frequently Asked Questions

If you are having issues with your pens or board being recognized with your computer, please see/perform the following troubleshooting steps.


Prerequisites

Be sure ActivInspire has been updated to the newest version.  There are two ways to manually check for updates.  Both require you to be connected to the Internet.  So, either be sure you are connected to WiFi, or you have an network cable plugged in.  Then, do one of the following:

• ActiveInspire Help Menu  >  Check For Updates
• ActivInspire Dashboard  >  Configure  >  Check For Updates

Mac Computer

1. Be sure you are on the newest version of ActivInspire (see Prerequisites Section, above).
2. With your computer powered off and disconnected from your board, power-cycle the board using the button on the side.
3. The board's status light should start Red, cycle colors, and then return to Red.
   1. If the color cycle does not happen, you will need to unplug your board from the outlet, and try again.
4. Power on your computer and log into the Teacher account.
5. Plug the board's USB cable into the USB port closest to your VGA adapter port.
6. Wait a few seconds, and the board's light should turn White.
7. Re-calibrate your board, to be sure the pens function correctly.

If this does not resolve the issue, please submit a new Tech-Help Request.


PC (Windows) Computer

1. Be sure you are on the newest version of ActivInspire (see Prerequisites Section, above).
2. With your computer powered off and disconnected from your board, power-cycle the board using the button on the side.
3. The board's status light should start Red, cycle colors, and then return to Red.
   1. If the color cycle does not happen, you will need to unplug your board from the outlet, and try again.
4. Power on your computer and log into the Teacher account.
5. Plug the board's USB cable into a USB port on your computer.
   1. It's recommended (but should not matter) to plug the cable into a non-USB3 port.  USB3 ports are normally colored blue for visual distinction.
6. Wait a few seconds, and the board's light should turn White.
7. Re-calibrate your board, to be sure the pens function correctly.

If this does not resolve the issue, please submit a new Tech-Help Request.