The HTML5 console is launched by clicking the HTML5 Console button in the Open Consoles section within an Active Workspace. It shows up as a new tab in your web browser and the console is within the tab. We suggest using the following browsers when using the HTML5 consoles...


- Latest Version of Google Chrome

- Latest Version of Mozilla Firefox


If you are using the previously mentioned browsers and are still experiencing issues review the solutions below...


Mouse Issues

Symptoms 

- Mouse input not being captured


Solutions 

Mouse input issues can be fixed by restarting the virtual machine where the mouse is not functioning properly. If you cannot restart the virtual machine for some reason please create a support ticket so our support team can resolve the issue.


Advanced Solution

When using consoles to control Linux-Based virtual machines (Centos, Debian, etc) you can also fix mouse input issues by changing from the GUI tty to a text tty and then changing back to the GUI tty. This can be done by using the common tty changing key combinations once the console is capturing your input. Below are examples of how to do this when you're using a Windows or Mac computer to access the NICE Challenge consoles.

Windows Example -> CTRL+ALT+F2 (Changes to tty2) followed by CTRL+ALT+F1 (Changes back to tty1)

Mac OS & OS X Example -> FN+CONTROL+OPTION+F2 (Changes to tty2) followed by FN+CONTROL+OPTION+F1 (Changes back to tty1)

**NOTE** The tty# might be different depending on the type of Linux VM you are attempting this on.


Keyboard Issues

Symptoms

- Keyboard input is laggy

- Keyboard input is buggy (repeating input, virtual key stuck)


Solutions

Keyboard input lag is most commonly caused by poor latency. There is no simple fix to latency issues other than moving to a faster and/or less congested network.


If you are experiencing the repeating input issue restart the virtual machine. If you cannot restart the virtual machine for some reason please create a support ticket so our support team can resolve the issue.


HTML5 Console Connection Issues

Symptoms

- Console does not display virtual machine (Blank black screen)

- Console error message displayed


Solutions

Before any troubleshooting is done check to make sure the virtual machine is powered on, if the virtual machine is powered off/suspended the consoles will not function properly. Also, ensure your session to the NICE Challenge Webportal has not expired and you still have an active workspace available to you. This can be confirmed by returning to the Player Dashboard. If you attempt to return to the dashboard and you are asked to login again then your session to the NICE Challenge Webportal had expired. If you return to the Player Dashboard and the Active Workspace count is 0 (Or it has decremented in the case that you had more the one workspace available) then it is likely your workspace has expired and you no longer have access to those virtual machines.


If you are still experiencing issues with connecting to a virtual machine console while the virtual machine is powered on, your session is active, and your workspace is still active attempt the troubleshooting steps below.


HTML5 console connection issues are usually caused by issues establishing a websocket connection. We suggest disabling any browser plugins, browser extensions, web proxies, or VPNs that could be interfering with websocket connections. Also, be aware that any strict firewall configurations may cause issues when trying to use the HTML5 console as they also can interfere with websocket connections.


The last troubleshooting action that you can attempt without contacting support would be to power off/suspend the virtual machine and then power it back on. Once the virtual machine powers back on attempt to open the console again. If this does not help please create a support ticket so our support team can resolve the issue.


Advanced Solution

Another option would be attempting to use the VMRC console instead. The VMRC Console can sometimes yield better performance when the HTML5 console is having issues. You can find the VMRC console installers on the Player Dashboard. Once the VMRC console application is installed try using the VMRC console button next to the HTML5 console button to launch a console. If the VMRC console does not work either please create a support ticket so our support team can resolve the issue.


If any of the previous fixes didn't work for you or the issue you are experiencing is not described above please create a support ticket so our support team can resolve the issue.

New Support Ticket Link -> https://nicechallenge.freshdesk.com/support/tickets/new