Userful™ Troubleshooting Guide

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Copyright © 2018 Userful Corporation. All rights reserved.
(Updated 2018.05.03)

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Introduction

This document presents solutions to the most commonly encountered troubleshooting tasks. For a comprehensive list of troubleshooting tips, please visit http://support.userful.com.

Identify the Issue

If you know what component of your system is causing an issue, please refer to that software or hardware's documentation for help and support, else follow the necessary steps depending on the issues.

Capture Cards

This section outlines the solution to the common problems encountered while using Capture Cards.

Blackmagic Card not detected in the Control Center

  • Firmware not updated
See Configuring Blackmagic Cards for info on updating the firmware.
Alternatively you can use the terminal to verify the cards have up-to-date firmware. Use the following command to see the status of the cards:
 $ sudo BlackmagicFirmwareUpdater status 
If the command returns "PLEASE UPDATE" on any inputs, then modify/use the following command to update each effected card:
 $ sudo BlackmagicFirmwareUpdates update <card #> 
  • Driver not loaded
If the status command above returns nothing it usually means the driver was not actually loaded. Use the lsmod command to see if the driver is loaded or not:
 $ sudo lsmod | grep blackmagic 
If this returns nothing then it means the driver was not loaded. Make sure you are running the correct kernel by using uname:
 $ uname -r 
  • Blackmagic Design driver not installed

Color Bars when launching the display or video wall

Verify that the correct device is selected while creating the source, or the input device is plugged into the correct port on the capture card.

Unable to play external media devices on Userful host

  • Install a Supported Capture Card on the Server and plug the device to the capture card, if the content is not HDCP-encrypted, then configure the source to play the content. OR
  • Connect the external media player to the Supported Capture Card on the Server via HDMI splitters/ HDMI switches for capturing HDCP-encrypted content, then configure the source to play the content.

Note: HDMI splitters/ HDMI switches aren't officially HDCP compliant but in many cases can allow playback of HDCP-encrypted content on non-compliant devices.

Black Screen(s) when launching the displays or video wall

  • Verify that the color space of the capture source is correct for your card. Please see Supported Capture Cards for details, if in doubt use YUV or YCbCr, or
Please ensure that the color space of the captured device is set to YUV or YCbCr when capturing 4K RGB content using DeckLink Mini Recorder 4K.
  • Non-broadcast resolutions not supported
If the source you are trying to capture is a laptop or PC and your display is a not a Broadcast resolution, duplicating its screen to the capture card would not work with Linux or MacOS
Resolutions such as 1366x768, 1440x900 or 1600x900 are only supported in Windows (Windows supports cloning of displays with different resolutions). To fix this:
  • in Windows (set your desktop to Duplicate, then change the capture card resolution in the Display Settings)
  • in Linux (Verify that the mirror displays option is unchecked in the Display Settings)
  • in Mac (Verify that the mirror displays option is unchecked in the Display Settings)
This will enable your laptop to correctly detect the display resolution from the capture card.
Note: Laptops with resolutions such as 720p, 1080p, and 4k will all work plug and play.
  • Remove any and all Splitters/Switches from the set up. Connect the source directly to the capture card.
  • HDCP content not supported
Verify that your capture source doesn't have an encrypted HDMI feed (HDCP). Note: If its a PC or Laptop or Game Console, verify that you're not playing any HDCP content (e.g. DVD or Blu-ray) or first run the HDMI signal through an HDCP compliant splitter before connecting it to the capture card to eliminate this potential cause.
  • Incorrect Connector Mapping
Illustration of Blackmagic Capture Card Port Numbers
Please refer to the illustration shown in the image to the right when configuring inputs and outputs on the Blackmagic capture card. The port numbers shown are based on the assumption that each card is the only one in the system. For a detailed overview on port mapping see Configure Blackmagic Desktop Video Setup
Note: Reference Inputs (i.e., crossed port shown in the image) should not be used, as it is only an output.


If the steps mentioned above do not lead to a solution, install Media Express using sudo yum install mediaexpress command on terminal. Manually verify that the capture card can detect and playback the plugged in source content in media express. If it fails, then there is a problem with source configuration rather than the software itself.

For more information about Media Express, visit Blackmagic site.


Network Troubleshooting

Sluggishness when playing 6k content over 1 gig NIC

  • Ensure that you have 10Gig NIC installed on the Userful host and a 10Gig uplink port on the switch
  • Make sure to use Cat 6A cable for connecting Userful host to 10Gig uplink port on the switch

Note: Only the uplink port of the switch needs to support 10Gbps, the remaining ports which connect to the zero clients can be 1Gbps

Sluggishness - when playing large number of videos

  • Click Mirror Group.png icon on the right corner of an existing source and enable "mirroring", when playing identical videos, or
  • Install an Offload Card to double the performance of Userful host, or
  • Replace or re-encode the videos if they are inefficient, or
  • Re-encode videos using an optimal format, if the videos have higher than necessary bit rate or frame rate

Latency issues while playing video from a digital video camera

Ensure that you have a direct connection between your camera and Supported Capture Card in the Userful host

Note: Some webcams output RTSP streams and these can be connected via the Network Streamer source

How can I overcome the issues of network outage

Connect additional Userful host (backup server) and use "Failover Group Settings" feature of UCC

  • Go to Control Center > Settings > Failover Group settings
  • Enable Failover to proceed

Please visit Failover for detailed instructions

Zero Clients

Network zero client(s) show instability

If one or more network zero clients freezes or drops its session:

  • Ensure that the network zero client device(s) are set to static IPs and are isolated from other traffic as much as possible using separate switching hardware
  • Ensure all zero clients have updated firmware

For more details visit Managing Displays

Blue LED on the device does not turn on

  • Check the power source of the device
  • Check the connection to the outlet and power adapter
  • Ensure that the blue LED is not burnt out

The device does not turn on after plugging to the switch

  • Connect the same device on a different port on the switch where another device was working properly, or
  • Connect another device that is working properly to the same power adapter

USB zero client device(s) show instability

If USB zero clients drops or freezes:

  • Ensure that USB zero client devices are connected to the USB 2.0 ports and use high-quality USB 2.0 compliant cables, and
  • Do the physical reset of the USB zero client device