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An app doesn’t launch or restart from the Cloud

The Launch and Reboot actions on Settings → Studio → Overview are sent to the Core, and the Core starts or restarts the app. When the Core itself is not running, these actions do nothing.
  1. On the studio machine, start the Core.
  2. Wait until the Core shows as active on Settings → Studio → Overview.
  3. Use Launch or Reboot on the app again.
The Core only restarts apps it started itself. An app you started by hand on the machine, outside the Core, has to be restarted on the machine too.

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Install update closes the app and nothing happens

A server app can’t update itself when it was installed for all users, in Program Files, or when it was started as administrator. Microsoft Defender or SmartScreen can also block the new files.
  1. Download the installer from the App Download Center.
  2. Close the app and uninstall it.
  3. Run the installer as your own user, without administrator rights. The app installs in your user folder (AppData\Local).
Your configuration is kept. See Manual Update Process to update an app from the Cloud.

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Two Cores run after the machine restarts

Two Cores conflict with each other. This happens when the Core starts from the Windows startup folder (shell:startup) and from its own setting at the same time.
  1. Remove the VRA entries from shell:startup.
  2. In Settings → Studio → Core Settings, turn on Auto Launch Core Application with OS.
  3. Under Clients, turn on Auto Launch Output Player Client with Core, and the same for each other app you use. The Core starts them once it is ready.
A machine that restarts on its own, after an update or a power cut, also needs Windows auto-login. Without it, Windows waits at the login screen and the server apps don’t start.

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The Core log shows rejected, Core deactivated

The Core log shows “rejected, Core deactivated” when a command arrives while the Core is deactivated. A deactivated Core doesn’t run switcher and camera commands.
  • Activate the Core again, on the studio dashboard or with a dashboard button.
  • For a command that must always run, like a location macro, turn on Force Command Execution on that command. It then runs even when the studio is off air or the Core is deactivated.

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The graphics freeze while VRA keeps running

The Output Player graphics freeze when the display driver of the GPU keeps resetting. Windows logs this as a LiveKernelEvent or VIDEO_TDR_TIMEOUT. Update the GPU driver on the studio machine. See Machine Specs for the supported GPUs.

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Restart the server apps on a schedule

The Core can restart the server apps at a fixed time to free up resources. In Settings → Studio → Core Settings, turn on Auto Restart under App Lifecycle, pick the apps and set the time. The default is 03:00 every second day. Auto Restart restarts the apps, not the Core.

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What to send support

When you report a problem with a server app, include:
  • the time the problem happened, as exact as you can
  • the studio and the app, like Core or Output Player
  • what you saw on the screen or in the Cloud, and any error message word for word