Introduction

This guide enables teams to troubleshoot the absence of a licensed Player Classic in the Share and Deploy Console.

Guide for an Intuiface User

1. Be sure to have the latest Windows Updates installed on your device(s).
   Missing some Security Updates could prevent Player(s) from being seen online.
2. Verify that Intuiface Player Agent is installed on the device.
   • Windows 10
     Open the "Apps & Features" settings panel. Click the Windows button on your keyboard, type 'app', and select "Apps & features" from the pop-up window.
   • Windows 11
     Open the "Installed Apps" settings panel. Click the Windows button on your keyboard, type, "installed", and select "Installed Apps"
3. Type "Player" in the search field. You should see "Intuiface Player Agent" as illustrated below:
   
4. Is the Intuiface Player Agent running?
   
   • Open Windows Task Manager.
   • On the Services tab, look for IntuifacePlayerAgent and check its status.
   • If the service isn't listed, re-install Intuiface Player. Download the latest version from the Installers page.
   • If the service isn't started, right-click on it and select Start the service.
     • If the service doesn't start, contact Support.
     • If the service starts, we suggest you verify that it will start automatically when rebooting the Windows device. If it does not restart automatically, see the section below about a limitation.
       
5. Does your computer have access to the Intuiface monitoring services used by IntuifacePlayerAgent?
   • To test it, open a web browser and type the following URL: https://monitoring.intuilab.com
   • If this works, your browser should be redirected to https://my.intuiface.com
6. Verify that your Windows device has the correct time and time zone.
   Any difference over one hour may prevent Player Classic from being displayed in the Share & Deploy Console.
7. Did you launch Intuiface Player Classic at least once with an active, paid license?
   
   1. To check, launch Player Classic if it isn't already running. Look in the upper right-hand corner of the Experiences panel. It should mention any Platform plan other than "TRIAL".
      
8. Does your computer have internet access?
   • To test it, open a web browser and see if you can browse to https://my.intuiface.com
9. Is port 8000 opened on the PC?
   • For Windows PCs, port 8000 must be open for Intuiface to work. Installation of Player should automatically open that port. However, to double-check, run the Intuiface Configuration Tool and make sure the "Remote Actions" option is selected.
10. If you are accessing the Internet through a PC-based or intranet-based firewall, verify that the firewall authorizes the Intuiface Player Agent to use the HTTPS protocol, enabling access to all sub-domains of intuilab.com.
11. If Player Classic is running a on device using a proxy with Windows session-based authentication, read the section "Configuring Intuiface Player Agent if it must use a Proxy" below.

If all of the above is confirmed and - after a few minutes - Player Classic on your Windows PC still doesn't appear in the Share and Deploy console, contact our Support Team

Guide for an IT Administrator

Manually managing Intuiface Player Agent

The Player Agent service, named IntuifacePlayerAgent, is installed asC:\Program Files\IntuiLab\Intuiface\Agent\IntuifacePlayerAgent.exe

With a DOS prompt launched in admin mode, IntuifacePlayerAgent exposes the following services:

• Start: IntuifacePlayerAgent.exe /start
• Stop: IntuifacePlayerAgent.exe /stop
• Status: IntuifacePlayerAgent.exe /status
• Restart: IntuifacePlayerAgent.exe /restart
• Non-Verbose mode (default) : IntuifacePlayerAgent.exe /verbose-
  • Doesn't start the agent if it isn't already running, just shuts off verbose mode
  • IntuifacePlayerAgent state is logged every 3 minutes. All received commands and all IntuifacePlayer state changes are logged.
• Verbose Mode: IntuifacePlayerAgent.exe /verbose+
  • Doesn't start the agent if it isn't already running, just turns on verbose mode
  • Use with caution! Including the debug logs will create large files on your drive.

Logs will be located in the folder C:\ProgramData\IntuiLab\Intuiface\Agent\Logs. The information they contain will help our Support Team diagnose your issue.

Configuring Intuiface Player Agent if it must use a Proxy

When Windows devices running Player Classic are located behind a proxy, it may be necessary to configure the Intuiface Player Agent to use the proxy. This is mainly the case when the proxy uses Windows session-based user authentication. Here, the proxy defined on the user level does not work, as Intuiface Player Agent is running as a Windows service and cannot use Windows session-based authentication.

This requires an update to the file C:\Program Files\IntuiLab\Intuiface\Agent\IntuifacePlayerAgent.exe.config to force Intuiface Player Agent to use a proxy.

The following lines must be added (and possibly adapted) at the beginning of the section <configuration> and before the section <runtime>:

<system.net>
    <defaultProxy enabled="true" useDefaultCredentials="true" >
      <proxy
        usesystemdefault="true"
        proxyaddress="http://127.0.0.1:8888"
        bypassonlocal="true"
      />
    </defaultProxy>
</system.net>

NOTE: This configuration file is reset by any Player Classic upgrade or downgrade. This means that the update in C:\Program Files\IntuiLab\Intuiface\Agent\IntuifacePlayerAgent.exe.config must be reapplied after any Player upgrade or downgrade.

Known limitation

1. In some rare cases, typically on an outdated Windows device and/or spinning hard drive (instead of the recommended solid-state drive), IntuifacePlayerAgent does not automatically start when the device reboots. The workaround is to force the "Automatic (Delayed Start)" instead of the default "Automatic" mode:
   • Open the Services panel (Windows PC -> Start menu -> type "service"
   • Search for the service named "Intuiface Player Agent"
   • Right-click -> Properties
   • "Startup type" -> "Automatic (Delayed Start)"

• Reboot the PC and verify that the service starts. NOTE: The service could take 2+ minutes after rebooting to start. Approximately one minute after the service starts, Intuiface Player Classic should appear in the Share and Deploy console.
• BEWARE: This setup is not retained after Player Classic re-installation (downgrade or upgrade), so you will need to repeat this setup after Player Classic re-install.