11. Troubleshooting
Opening and Display
| Symptom | Cause | Action |
|---|---|---|
| Clicking the TV icon does not open a new window | The browser blocks pop-ups | When blocked, it opens in a new tab. To use a new window, allow pop-ups for the console address |
| Clicking the TV icon outside the Server menu does not open Server view | Expected behavior. The TV icon outside the Server menu always opens Application view | Change it in Settings ▸ View ▸ Servers, or add ?view=sys to the address |
| A group is missing from the list | The wallboard account has no permission for that group | Check the account permissions (chapter H18 of the User Guide) |
| Text is small on a large TV | There are many tiles | Reduce the number of split tiles. The larger the tile, the larger the text |
| You cannot switch to a light screen | Expected behavior. The wallboard is dark only | — |
Screen Split
| Symptom | Cause | Action |
|---|---|---|
| You cannot select the split you want | The screen is small and the tiles would be too small, or there are not enough groups | Hover over the locked button to see the reason (chapter 6) |
| The 12 and 16 splits are locked on a 4K TV | The PC display scaling is not 100% | Set the display scaling to 100%. The 16 split is also locked if you can see fewer than 16 groups |
| The split decreases by itself | The window got smaller and the selected split no longer fits | The selected value is kept. It comes back when you open the wallboard on a larger screen |
| The split became 1 tile after you changed Sidebar to Details | Expected behavior. Details does not split the screen | To use a split, set it to Overview or None |
| Transaction balls are not visible | They turn off automatically at 6 splits or more | Expected behavior |
Numbers and Colors
| Symptom | Cause | Action |
|---|---|---|
| The number is always amber or red | The alert thresholds are lower than that workload's usual delayed count | In Settings ▸ Alert thresholds, raise them above the usual value (chapter 4) |
| You changed Center number to Active, and the number is red | The color is always decided by the delayed count | Look at n delayed under the large number |
| The TV is red but the alert email has not arrived yet | Expected behavior. The wallboard shows worsening immediately, up to about 10 seconds before the email | — |
| It got worse and then better, but the color does not return right away | Expected behavior. Recovery waits 6 seconds before the color goes down | — |
Connection
| Symptom | Cause | Action |
|---|---|---|
| The screen seems frozen and the numbers do not change | The connection dropped and updates stopped | Check the LIVE indicator at the top. If it is red, click it to reconnect (chapter 9) |
| The LIVE indicator stays amber | The connection is open but values arrive late | Check the status of the collection server. A quiet group stays green even with few values |
| A "Login has expired" band | The session expired | Click Refresh on the band and log in again |
| Settings disappeared after the PC restarted | The browser profile is not pinned, or the browser data was cleared | Add --user-data-dir to the launch options (chapter 3), and write the layout into the address (chapter 10) |
Server View
| Symptom | Cause | Action |
|---|---|---|
| Server tiles are grouped by application group, and most servers are No group | There are no server groups at all | Check whether Settings shows "No server groups — grouping by application group", and create server groups (chapter 7) |
| "No servers in this group" under the large number | That server group has 0 servers right now | Check that the server group pattern matches the servers (chapter H22 of the User Guide) |
| A server group you created does not appear | The wallboard reads server groups again every 10 minutes | Wait, or refresh |
| The same server appears in two tiles | That server belongs to two server groups | Check which groups the server belongs to in Access Management ▸ Server Groups |
| You cannot select Core Reactor or Orbital Gate in a server tile | These heroes are not available for server tiles | Expected behavior (chapter 5). If all server tiles are mini tiles, only Hive can be selected |
| The server count differs from the server group screen | Two servers with the same IP, or servers that have not connected yet | The wallboard counts by the pair of IP and host name. Servers that have not connected yet show as Stopped |
| There are no network metrics | Expected behavior. Utilization cannot be calculated, so it is not shown | Use alert policies to notify you of network problems (chapter 7) |
Alert Band
| Symptom | Cause | Action |
|---|---|---|
| The alert band is always empty | A problem with the event reception connection, or the wallboard account is not a recipient of the alert policy | Look at the reception status next to the alert band in Settings. If it is not Registered, it is a connection problem. If No events received continues, add the account as a recipient of the policy (chapter 8) |
| The band is red but the large number is green | Expected behavior. There are no delays, but there is an event | Check the message on the band |
| Informational events do not appear | Expected behavior. The band shows only Critical and Warning | — |
| You selected Scroll but it looks like Rotate | Reduced motion is turned on in the operating system | Expected behavior |
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