How To Troubleshoot the Tulip Player

Use this debugging guide to get your Tulip Player back up and running.

We're sorry the Tulip Player isn't working. There are a few things you can try to get back up and running.

Please try these steps in order to discover the root cause of the problem.

Testing the Player In Google Chrome

1. First, try to open any website in Google Chrome i.e. google.com.

   If other webpages (such as https://google.com or your company's web site) also do not load, the issue is almost certainly with your computer's connection to the internet. Your IT department should be able to help you connect.

2. Try opening <your site>.tulip.co/player in Google Chrome.

   For example, https://acme.tulip.co/player.

3. If this is not successful, please open the "Network Check" screen at your-account.tulip.co/networkCheck.

   See if all tests pass. If they do not pass, please take a screenshot of this screen and press Download Diagnostics. Send the screenshot and diagnostics file to support.tulip.co, and a Tulip representative will be able to assist you.

You can also share these files with your internal IT team so that they can help you fix the issue

4. If all of your tests pass in step 3, try opening the Player in an "incognito" window of Google Chrome by typing your-account.tulip.co/player as the URL.

   If this loads, and your downloadable Tulip Player does not, your IT department likely has specific proxy settings to block anything that is not enabled through the proxy.

   With the assistance of your IT team, use this guide to use the Tulip Player with a proxy server

5. With proper connection, and no proxy or proxy settings, check if your firewall settings are blocking the Tulip Player.

Testing the Player in the Desktop App

1. First, open up your Tulip Player desktop app.
2. Then, go to "Tools" then "Network Check".

See if all tests pass. If they do not pass, please take a screenshot of this screen and press Download Diagnostics. Send the screenshot and diagnostics file to support.tulip.co, and a Tulip representative will be able to assist you.

You can also share these files with your internal IT team so that they can help you fix the issue.

Capture Player Logs

If necessary, we may request that you provide logs from the Player. To do this:

1. Open the player and select Developer then Toggle Development tools (browser) in the top bar.
2. In the developer tools window, select Console.
3. Right click on the logs and select Save As.
4. Attach this log file to your support request.

Testing Connected Devices

If you are having issues with a barcode scanner, foot pedal, or RFID reader plugged directly into your Windows computer running the Tulip Player, please ensure that your device is supported by us and then try unplugging the device, waiting a few seconds, and plugging it back in.

See this guide to devices supported by Tulip.

"Soft Resetting" the Tulip Player

1. Restart the Tulip Player if you are facing trouble with accessing a particular Step or the Player is stuck on a particular Step.

   If the Player app is in fullscreen, long-press (on a touch device) or right-click (on a device with a mouse) and select Toggle Fullscreen to exit the fullscreen mode.

Then, click the X in the top-right corner of the window to close the Tulip Player. Alternatively, on a touch device, swipe over to the right from the very left edge of the screen to enter the Windows app switcher, and then click on the X in the top-right corner of the Tulip window to close it. Then, reopen the app.

2. If the above step fails, check for updates. Select File then Check for Updates in the Tulip Player, and update the app if there is an update available.

3. Restart your computer. Open the Windows menu by clicking the Windows icon on the bottom-left of you screen, then select Restart from the power menu.

"Hard Resetting" the Tulip Player

1. If none of the previous steps resolve the issue, you can try performing a reset of the Tulip Player program. You will need to re-authenticate the device after performing a reset.

Asking For Help

If you have to reset the Tulip Player app (step 6), or you're having frequent issues with the app, please submit a support request so we can investigate the issue. 

When reporting a bug with the Tulip Player app, please include your device's serial number (which you can view from the File -> About dialog) so we can resolve your issue as quickly as possible.