Troubleshooting

uClient Player Web Browser Source does not support video wall.

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.

The assets in the Source have not been processed for this video wall.

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.

Not Enough Space on uClient

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.

1. In your Userful account, navigate to Admin Center > System Configuration > uClients.

2. Click the three-dot menu for the uClient and select Settings.

3. Switch to the Storage tab.

4. Use the delete icon to delete files that are not needed. To remove all files, click Remove all files at the bottom.

White screen after mapping a Tableau Source

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.

System performance at risk

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 [e-mail].

Error loading users

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.