FAQs

General

Troubleshooting

Q. Something has happened and Click Effects isn’t working as expected. What should I do?

A. If the software is frozen:

• You can use Task Manager to close Click Effects.
  • Press the Windows key, and search for Task Manager.
• Do you have storage space on the server?

Q. My system is feeling slow or abnormal, what should I do?

A. Checklist:

• Close and relaunch CEP software.
• Reboot hardware.
• Do you have storage space on the server?
• Are you running any other applications (CEP and PRIME cannot run at the same time)?
• Verify: The system should have both of these:
  • “C:” drive (where all of the programs / OS files are located)
  • “M:” drive (where all of the media is stored) 

Q. How can I prepare for a call with Customer Support?

A. Checklist

• What actually happened? Did the software crash? Did the hardware crash?
• What were you doing on the system when this incident occurred?
• Is this a persisting issue? Or was this the first time you’ve experienced it?

Q. GPU issues?

A. Confirm:

• The issue is on the physical output of the server and not downstream equipment.
• Output is configured to match signal spec within PRIME Playout Configuration.
• Call your emergency contacts (if applicable).

Q. NVIDIA issues?

A. Check in NVIDIA control panel for the following:

• Do you have all boards plugged in and visible to the system?
• Are the correct outputs going to the correct board?
• Do you have a Mosaic with this system?
• Call your emergency contacts (if applicable).

Q. SDI outputs affected?

A. Confirm:

• The issue is on the physical output of the server and not downstream equipment.
• View Matrox utility for information on I/O.
• Output is configured to match signal spec within PRIME Playout Configuration.
  • Video Format
  • Fill or Fill + Key
  • BNC Connector assignment
• Call your emergency contacts (if applicable).

Q. SDI inputs affected?

A. Confirm:

• Inputs are valid and correct video standard before entering the server
• Check in CEP if the “LIVE” input button is ON
• View Matrox utility for information on I/O
• Check PRIME Playout Configuration to see if the SDI Input is configured to match the signal spec
• Call your emergency contacts (if applicable)

Q. File import issues?

A. Confirm:

• The file is in an acceptable format/video standard.
• Use GTC Clip Converter if format is not accepted.
• Check that the Media Drive location has space available on the drive.
• Call your emergency contacts (if applicable).

Q. Game controller Com data issues?

A. Confirm:

• The controller is plugged into the Com port on the back of the Click Effects Server.
• In Click Effects, have you configured my Com port to my Scoring controller protocol? (Dak/OES/etc.)
• Can you connect to the serial data stream through a serial terminal like RealTerm?
• Call your emergency contacts (if applicable).

Backdraft 

Activating

• Make sure that the Backdraft software is running once you have prepared your system for the show.
• Within the interface you should see your primary Click Effects system(s) in the backdraft UI. 
  • On the left side you will see the status indicator light (Green/ Yellow/ Red), and file verification/ transfer progress bar. 
  • In the middle you will see the action being performed by backdraft.

Events Box 

Best Practices

• Make sure your video content is exported using one of the following codecs:
  • GTC, ProRes 422, DNxHD, H.264
• Your video content fps/hz matches the fps/hz of your desired output.
  • (60fps video content, for 60fps playout)
• Reboot your server on a frequent basis, ideally when the operator arrives on-site for the show.
• Make sure all non-essential background services are closed during operation.
  • (Web Browser, MAM, etc.)
• Before upgrading your Windows OS version, please consult Chyron Support

SDI

Best Practices

• Make sure your video content is exported using one of the following codecs:
  • GTC, ProRes 422 or 4444, DNxHD, H.264
• Your video content fps/hz matches the fps/hz of your system’s video format.
  • (example: 59.94fps clip for a 59.95fps output)
• Reboot your server on a frequent basis. ideally when the operator arrives on-site for the show.
  • Note that when the application is closed, a user backup will automatically be created
• Make sure all non-essential background services are closed during operation.
  • (Web Browser, MAM, etc.)