ActivPens come with a 1-year warranty. Occasionally, an ActivPen may become defective. Before contacting Promethean about a defective ActivPen, please conduct the following tasks to ensure it is the ActivPen that is defective and not the ActivBoard or ActivDriver.
- Try the defective ActivPen on a different board that you know is working
- Try another ActivPen on the original board
- Attach another computer to the original board and try the original ActivPen (the one you believe is defective)
- Ensure you have the latest driver loaded on the computer
Getting a replacement for your ActivPen can be initialized by contacting Promethean's customer care team. They can be reached by telephone at 888-65-ACTIV, option #3 or by email at na.support@prometheanworld.com
*****DO NOT THROW AWAY THE DEFECTIVE PEN*****
When you contact customer support, please have the following information ready:
Serial Number for ActivBoard (can be found on the back, bottom left side of the board)
Contact Name
School Name
School Address