Manuals/Userful Network Video Wall/Help and Support
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Copyright © 2016 Userful Corporation. All rights reserved.
(Updated 2016.02.19)
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Contents
Help and Support
Userful documentation can answer most questions and resolve most issues that may be encountered with Userful Network Video Wall™. If Userful's documentation cannot resolve your questions, consider “Submit Trouble Report to Support”.
Investigate
This section provides diagnostic tools such as:
- System Diagnostics: System Diagnostics provides a summary of problems detected. This tool reports CPU and memory performance on all stations and helps user to analyse the problem in the event of system malfunction.
- Userful Support Portal: Link to the support forum
- Online Documentation: Link to Userful Documentation
Troubleshoot
This section allows the user to perform certain actions to resolve an issue before submitting a ticket, including:
- Reboot System: Reboots the host PC/server as part of troubleshooting process.
- Reset Userful Network Video Wall: Resets any changes that have been made to Userful configuration files and reboots the host PC/server. This action will clear all session containers, existing video walls and station mapping.
- Launch Terminal: Launches terminal (Command-Line) window.
Remote VPN Connection
Remote VPN Connection allows Userful Support team to connect directly to customer installs, without the need for Port forwarding or firewall tunneling on either end. To establish a connection:
- Launch Control Center and click "Remote VPN Connection" link under "Help and Support"
- Click "Start VPN" button to get the IP Address
- Provide printed IP Address and root password to Userful Support for remote access
Once started, Userful Support can SSH into the system for troubleshooting.
| Please Note: Remote VPN Connection is not vulnerable to Heartbleed bug. |
Contact Support
Report a Problem
If a problem cannot be solved using Userful's documentation, the fastest and best way to receive technical assistance from Userful's support team is to submit a problem report directly to Userful Customer Support through the Control Center.
To report a problem, click the "Submit Trouble Report to Support" link near the bottom of the "Help and Support" page. A new page will open with a simple form to be filled out. When completed and submitted, the information provided will be e-mailed -- along with a selection of debugging information pulled from the computer system logs and files -- to Userful Customer Support.
- Be sure to include a contact name and e-mail so Userful Customer Support can respond to your problem report.
- Briefly describe what action you were performing when the problem occured.
- From the pull-down menu, select a category that the problem seems to fall under. Use the "Other" option if there is no clear choice.
- Give as complete a description of the problem as possible. To get help quickly, it is important to be as specific as possible when describing your problem.
- When finished, click on the "Submit" button.
