Online Master Interface : Element not showing when played, stop button cannot be used, cannot change server

Support
#1

Hi everyone,

I have been using Syrinscape weekly since 2020 and I have a serious issue that I need to resolve to continue using this service. I tried reaching support but had no answer so far.
I tried to look on the forum but did not find any similar issue.

Problem encountered are :

  • When I start a mood or element, no element show as working (no blue color nor circle around it) so I cannot see what I turn on or off

  • The stop button is greyed and not usable. I need to refresh to have it usable again

  • I cannot change server anymore, it always stays on s4

This happened around 10-15 days from now. I am always using the same device and browser (Chrome) as before. I also tried on another laptop with the same account to check = same issue.

We have a weekly streaming and I need to find a solution soon.

Does anyone had this kind of issue before ? Thank you to anyone taking the time to answer.

Guillaume

#2

Heya @guillaume-guerin,

That sounds confusing AND annoying!

Sorry about the lack of response so far! I noticed Steve marked your email to take a look at with the dev team, but hasn’t got back to you yet.

So, looks like the UI has no idea that anything has started = something is blocking communication from our server to your computer.

Have a look at:

  1. firewall settings blocking access from the syrinscape domain, or web socket traffic (I think that’s what it is called).
  2. VPN confusing connections between your computer and our server
  3. Antivirus software false positiv-ing syrinscape as something malicious.

Have you tried the different laptop in a different network.

And, yes, by the stony silence here on the forums, it does look like no one else is experiencing similar issues… so we shoooooould be looking for something unique to your setup (not that that helps you much).

Try some of the stuff above and let us know how you go!

Good hunting! :bug: :hammer:

#3

Hi @benjamin !

Thank you for the detailed answer.

I spent hours trying all possibilities, and finally found the solution.

The only thing (I thought) the two devices had in common was the Antivirus (pure coincidence), all the rest was different. Turns out it was a dead end (took me more time and settings to realize than I can admit …).

I realised by going to the Syrinscape Online Control Panel that it was noted I was in another player’s session (one of our players). I quit the session, and restarted everything and all is good now. I have absolutely no Idea how this happened though … We have been connecting and using the service the same way for years now. I will enquiry to my players to find an answer if it can help someone else in the future.

Thanks again for the help … we are back and running free again :smile:

#4

Yay! And phew!

Yes, send through any info re clues to what mischief has occured!

Mainly, I’m glad it’s working now. :slight_smile:

Game ON!