Introduction

Platform Enterprise accounts can monitor and remotely deploy experiences to licensed Players running on devices located anywhere in the world. These Players would be listed in the My Players view of the Share and Deploy console.

This guide enables teams to troubleshoot the absence of a licensed, Windows-based Player 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.
   Open the Windows "Apps & Features" settings panel - e.g. click the Windows button on your keyboard, type 'app', and select "Apps & features" from the pop-up window. Then type "Player" in the "Search this list" field. You should see both "Intuiface Player" and "Intuiface Player Agent" as illustrated below:
   
3. 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 the service will start automatically when rebooting the Windows device. If the service does not restart automatically, see the section below about a limitation.
       
4. 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
5. Verify that your Windows device has the correct time and time zone.
   Any difference over one hour may prevent Player from being displayed in the console.
6. Did you launch Intuiface Player at least once with an active, paid license?
   
   1. To check, launch Player 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".
      
7. Does your computer have internet access?
   • To test it, open a web browser and see if you can browse to https://my.intuiface.com
8. 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.
9. 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.
10. If your Players are running on devices 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 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 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 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 recommended SSD), 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: It could take 2+ minutes after rebooting for the service to start. Approximately one minute after the service starts, Intuiface Player should appear in the Share and Deploy console.
• BEWARE: This setup is not retained after Player re-installation (downgrade or upgrade), so you will need to repeat this setup after Player re-install.