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FAQ for Admin

Troubleshooting

Below is a list of Frequently Asked Questions (FAQ) by system administrators, answered in technical detail.

This list contains more technical fixes than those explained than in the general FAQ, and may be more relevant for system administrators than for users. Don't see your question on this list? Get in contact with Noldus Support via the MyNoldus user portal. We are happy to help.

Overview: Frequently Asked Questions (FAQ)


Why does screen sharing not work?

The reference manual tells the user to check their internet connection on both the Test leader PC and Participant PC. If internet is active and the problem is still not resolved, they can get in contact with their system administrator or with Noldus Support.


As an administrator, check that the ports needed for communication between the Test leader PC and the Participant PC are not blocked. Do the following: 

On both PCs, create inbound and outbound rules in Windows Firewall to allow traffic through the UDP ports 3478, 5349, 19305, and 19307. 

If this does not solve the problem, the network configuration in your company may be blocking all traffic through UDP ports. You can use the following tool to see if traffic through UDP ports is blocked: https://webrtc.org/. If traffic through UDP ports is blocked, this is indicated under Network. Contact Noldus Support for further assistance. 


Why am I not receiving eye tracker data?

Lack of eye tracking data can occur in the following cases: 

  • Your eye tracker is not connected to the test Participant PC. To fix this:
    Make sure you have the Noldus Media plug-in installed:

1. Double-click the N-Linx icon.png N-Linx Agent icon.

2. Right-click in the Agent and click update plug-in.

3. Navigate to the folder with the plug-in.

4. Click OK.

  • The N-Linx Agent is not connected to N-Linx Server. To check this, click the arrow in the bottom-right corner of your screen to open the system tray. If N-Linx Agent is connected to N-Linx Server, the N-Linx Agent icon N-Linx icon.png is gray. If there is no connection, the icon is red.
    To solve this:

1. Double-click the N-Linx Agent icon.

2. Correct the hostname of the computer with N-Linx Server.

3. Click Connect.

  • Windows Firewall blocks inbound and outbound traffic through TCP port 5671.
    To solve this:
    Check whether the inbound and outbound rules in Windows Firewall allow traffic through TCP port 5671. If your PC was provided by Noldus, this rule should have been created already. If you provided your own PCs, verify the Firewall settings now.
  • There is no connection to the Noldus network communication protocol, N-Linx, on the server. If this is the case, the statuses Connecting and Failed are displayed alternatingly in the bottom-right corner of NoldusHub.

image.png

To solve this:

1. Press Ctrl+Alt+Del.

2. Choose Task Manager > Details.

3. Check the statuses of RabbitMQ, NLinxDiagService, and NLinxStorageService. They should be running.

4. If one of these services is not running, right-click the line and choose Start.

5. Once the connection is reestablished, the statuses Connecting and Failed should disappear.

Why won't my Shimmer device connect over Bluetooth?

There are multiple possibilities as to why your Shimmer device may not want to connect to your Participant PC over Bluetooth. Some steps you can try to solve this issue can be found below.

  • Verify that the Shimmer has been programmed with Bluetooth (BT)-enabled firmware (for example, LogAndStream).

  • Verify that the Shimmer is within range of the Participant PC and has a line of sight.

    • Shimmer has a Bluetooth range of 10m but the range of the Participant PC may vary and should be verified. The Bluetooth connection doesn't necessarily need line of sight once established; however, for first connection, it is recommended.

  • Verify that there are no issues with low or problematic battery.

    • Place the Shimmer device in a powered charging dock. If the cause of the connection issues is the Shimmer battery, this should resolve it.

  • Make multiple connection attempts.

    • Multiple connection attempts may be required for the following reasons:

      • When the Shimmer device is not connected the device is 'listening' for a connection only 12.5% of the time.

      • When a Bluetooth device connects with another device they synchronize their frequency hopping pattern. If they have not connected for a long time, the frequencies can become severely out of sync. Once a connection is made, the frequency patterns are again synchronized.

How can I back up my NoldusHub data?

Only users with the Administrator role can create a backup of the data in NoldusHub. To back up your data and projects, follow the instructions from the Back up all projects in NoldusHub guide. Keep in mind it is only possible to back up all data available in NoldusHub and not from only specific projects.

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