Troubleshooting
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This error message is displayed when you try to play a Web Browser Source from a uClient player to a video wall.
You can play a Web Browser Source from the UClient player to a standalone display, but not to a video wall.
Solution:
If you want to display a Web Browser Source onto a video wall, use the Server player instead of the uClient player.
Playing Video & Image sources using the uClient player to a video wall requires file processing. For this, send the files to the Video Wall Asset Processor.
If you got the error message while activating a custom preset from uControl, you need to navigate back to the uControl and activate the preset again. Note that the uControl preset might show an active status although the displays are not playing the content. As a workaround, please deactivate the preset and activate it again.
This message is displayed when you have a large file for local playback and your uClient does not have enough space to accommodate the file. Try any one of the solutions below to get around this issue.
Connect a USB drive to the uClient. The uClient will utilize the external storage, allowing the download to proceed and playback to begin.
If your uClient is assigned to a uClient Player mapping group, unassign it. Delete files to free up storage on the uClient.
In your Userful account, navigate to Admin Center > System Configuration > uClients.
Click the three-dot menu for the uClient and select Settings.
Switch to the Storage tab.
Use the delete icon to delete files that are not needed. To remove all files, click Remove all files at the bottom.
A white screen often happens when you have entered incorrect credentials while creating your passport. Verifying and fixing errors in credentials should resolve this issue.
If you have seen warning pop-ups like the one shown in the image below (or similar ones mentioning 65% usage and more) you are likely using your CPU, GPU, and network resources beyond the limits allocated to your account.
Continued over-usage beyond the maximum hardware capacity may cause delays and possible system freezes.
Usage beyond license capacity is considered a breach of specified capacity per deployment.
While the Userful support team may support and recommend adjustments to usage, over-usage of capacity is not considered a software failure.
Recurring incidents of excessive usage indicate that your systems require higher scalability. To review your current system utilization and learn how to scale better, please write to capacityalert@userful.com.
This error message is displayed when Userful cannot sync users from your local LDAP server. When you get this error, perform the following checks.
Check if your LDAP server is up and running.
Check if the data in your LDAP configuration form is correct and updated. If there are errors, edit the form and save the changes.
Ensuring your LDAP server is up and fixing errors in your LDAP configuration form should resolve this issue.
Problem Description: The automatic update was interrupted for the Black Magic capture card. The card can be seen in lspci but not in the Blackmagic software or the Userful UI.
Affected Software/Version: Infinity 12.8+
Required Tools/Protocols:
A Windows system
USB A to Mini B cable
Blackmagic card
Prerequisites:
Agent Skill Level: Intermediate
Required Access: Physical access to server
Root Cause Analysis: Automatic update failed or was interupted
Solution:
If you face this problem, attempt a full shut down, wait for one minute, and power your system on. If the problem remains unresolved, follow the steps below.
Shut down your computer and disconnect the power.
Gently remove your DeckLink card from your computer’s PCIe slot and place it safely on a stable surface, such as a desk or workbench. We recommend placing the card on an anti- static bag and wearing an anti-static earthing wrist band to avoid the risk of damaging the card with a potential electric shock.
Plug a USB cable into the USB-C or mini B USB port on the rear or side of your DeckLink card.
Remove the DeckLink card from your computer’s PCIe slot and plug it into your computer using the USB-C or mini B USB port on the rear or side of the card
Plug the other end of the USB cable into your computer’s USB port.
Power your computer and turn it on. After your computer’s start-up sequence an alert window will appear asking you to update the card.
Click ‘update’.
A progress bar will indicate the update process and let you know when the update is complete.
Once complete, disconnect the USB cable and reinstall the card into your computer’s PCIe slot.
Note: Remember to shut down your computer and disconnect power before accessing the PCIe slot.
With your card reinstalled you can now power your computer. The DeckLink card will be recognized by your computer and you can continue with your production.
Card images: