Dialogue Cloud

Wallboard Operation Basics

Basic Trouble Shooting

When using software, sometimes things can break or not work as expected. In these cases it is good to do some trouble shooting. The first priority is get everything up and running again. By following the next steps basic trouble shooting can be done.

  1. Have you tried turning it off and on again?

    1. Seems like a IT cliché, but in most cases this is the solution. The Wallboard client uses external components like Skype for Business. These components can in case of a hiccup negatively influence the Wallboard. While the Wallboard does try to restore its self, the minor possibility exist that the Wallboard can't restore itself. By restarting the Wallboard will turn everything off and make new connections.

  2. How is the Wallboard configured?

    1. In the settings you can configure everything about the Wallboard, which UCC, View, Skill. Make sure that every settings is correct. In case of a connection, check if the url is working.
  3. Is the UCC up and running?

  4. Does the UCC has a Skill with "ShowOnWallboard" on "true"?

  5. If the Agents are Formal, did they typed "Start"?

  6. What do the logs say?

    1. The Wallboard creates a log file in the local profile of the User, in here you can find every event that happened in the Wallboard. (See next chapter)

    2. How to read the logs:

      1. Make sure that you have Notepad++ (default notepad can be used, but Notepad++ offers useful features)

        1. https://notepad-plus-plus.org/

      2. Copy the log to another location (this way the Wallboard can keep writing more logs)

      3. Open the logs in Notepad++

      4. Go to the datetime of the issue

      5. Read what the log is saying. Usually the description explains what the issue is.

  7. What does the FAQ say?

    1. On this GoLive website there is a usefully FAQ available. In here we place frequent questions we receive on the support portal and post them with solution.

  8. When all else fail contact support.

    1. Before contacting support, make sure previous steps are completed

    2. To get the best support, make sure the ticket contains the following information:
      1. Which version you are using
      2. The logs files
      3. Datetime
      4. Scenario

 

Log file

The Anywhere365 Wallboard also keeps a log file.
The file can be found in:

%Appdata%\Local\WORKSTREAMPEOPLE\Wallboard\Application.log.

This log file looks a bit different from the UCCcore log file. This file keeps track of every event the Wallboard makes.

Each action should look similar like:

2015-07-08 08:03:09Z [3] Information SignalRModule 0: SignalR connected

In the example above, the Wallboard made connection with the SignalR (DashBoard Service)