Playback
Red ‘X’ is presented on the entire screen or at one of the Layout’s windows
This is an indication for an item being used which doesn’t have certification and is playing in demo mode. If you’ve purchased this item, please email C-nario Support at Support@c-nario.com, to rectify. Be sure to include the certification request file with your mail.
During playback only videos are not playing, other media types are playing just fine
Is using a 64 bit operation system on the player, you must use C-nario Flexi Media video item to play video files.
Unable to playback a specific type of Custom Item
If you are in possession of a tailor-made custom item, and it does not play, check that this custom item is installed on your Universal Player. You can find the list of all Custom items installed on your machine at ‘Loaded Custom Item’ window available at Help->About. Be sure to verify that the version of your custom item is the correct one. Remember that the custom item needs to be installed both on the player and on the master.
I’m using Playlist Master but it does not play on my player, items in regular playlist mode are playing just fine
Your Playlist Master is not certified. Contact Support@c-nario.com with the license request file to certify
I have a playlist but one specific Item isn’t playing at all.
Verify that the simple schedule associated to the specific item is relevant to the current date and time.
My external data feeds (Such RSS and Web Feed Reader) don’t display the retrieved data from the source
When retrieving data from an external source, the C-nario application must render the information into the general playback, a process that may take some time. On layout start wait for at least for a full layout loop before deciding it is not going to show. If the playlist only contains web sourced items, be sure to take bandwidth into account as well.
I’ve waited long enough; the external feed still won’t show
Test if your feed is reachable, stop playback and then use any type of browser to access this web page or file.
My feed is accessible from a local web browser but won’t show on my layout
Verify that you have set tags to be displayed in the windows inside the ‘Windows Editor’ of the Custom Item.
Player came back after boot but does not play / plays black / Playback shows ‘True’ but nothing is playing. What’s wrong?
A digital connection between the screen and computer (DVI, HDMI etc,) can occasionally boot up with settings other than those saved by the user in the Windows operating system. If this is a recurring problem, contact your hardware vendor for a solution. To return the playback follow these steps:
a) Check if a GPU is associated to a screen inside the ‘Screen Arrangement’ window at the ‘Display Device’ Tab.
b) Verify the resolution and refresh rate of the screens in the Windows operating system matches the resolution and refresh rate of the display device (note that the settings in the operating system may have changed after reboot)
c) Verify that the computer name hasn't changed. If it did, you should re-assign the screen for playback.
d) Make sure that the player has a layout to play.
e) If a layout is present make sure it is valid according to layout scheduling rules. This is true only if you have used a scheduling mechanism on the layout, otherwise, it is valid.
Why can’t I see any GPUs available inside my ‘Screen Arrangement’ window?
The GPU and CCCore engine communicate via the network, even if this is a single computer.
Verify the following:
a) GPU drivers are up to date. Always download drivers from the manufacturer’s site and not from Windows Updates
b) Check if the CCCore engine is running (you can check this either through the taskbar or the task manager). If the CCCore application isn’t running, launch the exe file manually at – C:\Program Files\C-nario\C-nario Universal Player\CCCore (for 64 bit users the exe file is located at – C:\Program Files\C-nario\C-nario Universal Player\CCcore64)
c) Verify that the same broadcast address is configured for both Universal Player and Watchdog Wolfpack. Note, if your playback configuration has only a single computer, it is best to enter the internal broadcast address which is 127.255.255.255.
The GPU heads of my Synchronized Players are not appearing at the ‘Screen Arrangement’ of my controlling Universal Player display device
The GPU and CCCore engines running on each of the Synchronized Players, communicate via the Local Area Network.
Verify the following:
a) GPU drivers are up to date. Always download drivers from the manufacturer’s site and not from Windows Updates
b) Check if the CCCore engine is running (you can check this either through the taskbar or the task manager). If the CCCore application isn’t running, launch the exe file manually at – C:\Program Files\C-nario\C-nario Universal Player\CCCore (for 64 bit users the exe file is located at – C:\Program Files\C-nario\C-nario Universal Player\CCcore64)
c) Verify that the same broadcast address is configured for both Universal Player and Watchdog Wolfpack.
d) This problem may be related to blocked ports. The C-nario synchronization capabilities uses TCP communication platform to synchronize the playback of the two (or more) machines. For this, the C-nario applications use the following ports by default -make sure they are open:
• 8111 – for Watchdog
• 8112 – for Wolfpack
• 8222 - 8223 Commands, TCP+UDP
• 8334 - Clock dist, UDP
My screens constantly come back after reboot with the resolution is different from what it was?
Screens can lose set resolution and refresh rate after boot. Most commonly for synchronized playback, just one of the screens may have changed its resolution or refresh rate causing it not to play properly. Changing the setting back to the correct value should resolve this issue. If the problem persists, one can purchase an EDID detector that makes sure that the computer comes up with the required resolutions
and refresh rate, or else disable the EDID detection via the GPU drivers.
I remote into my player computer, and can’t start playback, why?
Some remote applications don’t allow any software to properly access the resources of the computer, for example, Microsoft Remote Desktop (RDP).
In order to resolve, configure your player to start playing automatically, and reboot.
Don’t use Remote Desktop to remote into the player. Other software (like VNC / Log Me In / GoToMeeting / AMYY / TeamViewer) work well as a remote access solution.
Every time I try to run C-nario Messenger, I see a black screen with “WatchDog” written in yellow on the top left of the screen.
This can happen if a defective video file has been loaded into Messenger.
In order to solve, zip your logs folder and send it to support@c-nario.com, where the support team will be able to locate the problematic file in the logs, and instruct you on how to resolve the problem.
My player is playing, but I can’t see playback through VNC (in the past, I was able to see playback through VNC or any other remote application). Why?
C-nario’s playback engine uses an advance component of Microsoft that does not allow viewing of playback through a remote application.
We recommend using “Channel Snap Shots” from Messenger in order to view your playback.
On my video wall, player loads and counts down to playback. However, when playback starts, all I see is a black screen. Why?
When a new layout starts playing, the main player (Universal Player) needs to distribute all the stored media items (videos, images, etc.) to the CCCore players. This may take some time, depending on the amount of video files you have in a layout and the network bandwidth. Allow the player time to distribute the files and it should resolve.
My playback is set on a local computer only. Should I still wait?
Yes, even if it is a local computer, Universal Player communicates with CCCore as if it is a remote computer. Allow some time for the distribution of the media items. Naturally, you will have to wait a much shorter period of time for a local playback.
I have waited for a long time, but still see only a black screen.
This is probably because the player does not have anything scheduled to play at this time.
Please verify that the na?ve scheduling of your layout is set to play at this time and date.
If you are using na?ve scheduling on the media items within the layout, please also verify the scheduling for them.
I have a live capture card on my player, and I have set it to play in my layout. When I preview the layout on the master all I see is a black image where the live feed should play.
A live capture card that is installed on the player, can only provide an image on the player, and so the Messenger computer cannot show the image of it.
Send the layout to the player to verify that the live item is playing properly.
I have set na?ve scheduling on my items in the layout. However, when I preview the layout all items play, regardless of the schedule. Did I do something wrong in the schedule?
In order to allow proper verification of content before sending the layout to the player, Messenger is set to ignore all scheduling in preview by default. This is to verify that you have the option to review all items in the layout before sending to the player, rest assured, the player will play the items according to the set schedule.
If you would like to set Messenger to play according to the schedule, please contact support@c-nario.com.
Playback is not displaying the correct aspect ratio.
On the Universal Player Display Device tab, select the display device and verify that the Aspect and the Resolution are correct.
What will play if I put a 4:3 video in a 16:9 window, and vice-versa?
The default behavior for the playback is to keep aspect. In that sense, when placing a media item with one type of aspect ratio into a window with a different aspect ratio, black bars will appear on the sides.
Using a filter, a single item can be instructed to ignore aspect if needed. Also, the default behavior for the player can change regarding all media items under the player’s Canvas Controller settings.
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