Hello All,
We have a strange case where on two separate client machines that share the same cube user login, only one of the computers is able to play the audible alert .wav file that has been set for a custom alarm tab.
On the other computer using the same cube account, the custom alarm tab is shown, and once alarms occur, a default Windows chime sound is played instead of the .wav file that is defined for that alarm tab (for that shared user). Given that a default Windows sound is played, it suggests that the client settings are correct to trigger a tone, but this machine simply cannot access or cannot play the .wav file that is configured.
Has this been seen before?
What would be the next steps for troubleshooting this type of issue?
Could we expect logging that indicates a failure to play/access the file?
We have not been able to reproduce this issue outside of this particular case.
Thank you in advance!
Hi Thomas, if all went well, the sound file should have been downloaded to the "C:\Users\[UserName]\AppData\Local\Skyline\DataMiner\DataMinerCube\Sounds" path on all client machines where the sound has to be played. Can you check if the file is present there?
It's also important to know that Cube is using the Windows Media Player to play the sounds. If the media player was not installed or has been removed from that client system, the sound will not play. Normally, the media player is always installed together with the Windows installation.
Hello Michiel, We did find that the file was not present at that location on the client machine. This indicates that computer was unable to download the file from the DMA for some reason. We were able to upload the file manually and the sound plays as expected. Thanks again for the help!
I might state the obvious, but just in case: the referenced .wav file is effectively available on the PC where it doesn't work?
Hi Ben, Thanks for the quick reply! I think it's a good question and something I can check with the user. However, I am under the impression that once the .wav file is uploaded for the first time through cube, the file gets uploaded to the DMA server itself under C:Skyline DataMinerSounds – at which point, any user can then utilize that sound hosted on the DMA server. Is this correct?
Hello Michiel, thanks for the reply! We will check this file path along with media player installation. I will follow-up here with results.