Helpdesk

Do you have a technical issue or question about Netpresenter? You’ve come to the right place. Here, you can find all our self-service resources; available 24/7 to help you immediately at any time of the day. Want to talk to a real person? Contact our support agents; they are happy to help!

helpdesk netpresenter

Contact information

Our support agents will gladly assist you and will not rest until you are completely satisfied. You can reach them by phone or email.

Icon

Phone

+1(212)710 5908 (United States)
+31(0)46 437 08 36 (Europe)

Support documentation

Visit our documentation portal to download manuals, requirements, release notes, guides, software sheets, and more!

Netpresenter
technical FAQ

Do you have a specific technical question? Chances are we have already answered it! Just have a look at our Frequently Asked Questions below. If your question is not listed, we would love to hear from you!

What are the server/client requirements?

How do I upload (a) template(s)?

Templates are distributed as .zip files and can be imported into the Message Server one by one or as a group.
To do this, follow these steps:

  • Log in on the Message Server as Administrator.
  • Open the Settings.
  • Click Templates in the left menu.
  • Click New Template.
  • Click Import Template.
  • Select the .zip file(s).

The template will now be available for assigning to the relevant Sites.

Alternatively, you can update templates that are in use now. This will help prevent duplicates.
To do this, follow these steps:

  • Log in on the Message Server as Administrator.
  • Open the Settings.
  • Click Templates in the left menu.
  • Click the template name.
  • Click Update Template.
  • Select the .zip file.
  • Click Save.

Please note that templates that have been uploaded still require to be assigned to the Sites they will be used in.
To do this, follow these steps:

  • Log in on the Message Server as Administrator.
  • Open the Settings.
  • Click Templates in the left menu.
  • Click the template name.
  • Scroll down to Linked Sites.
  • Click Add.
  • Select the relevant Sites for this Template.
  • Click Add.

The templates will now be available for use in the Sites they were assigned to.

How do I create a user?

To create a user, you can execute the following steps

  • Log in to the Message Server as Administrator.
  • Open the Settings menu in the top right corner.
  • Click on Users in the left-hand menu.
  • Click on the New User.
  • Fill in all the necessary information such as name, username, password, etc…
  • Click next.
  • If you have created a publisher account, you will need to subscribe this user to a specific set of sites.
  • Click Save.

 

How do I create a new site?

To create a site, you can execute the following steps

  • Log in to the Message Server as Administrator.
  • Open the Settings menu in the top right corner.
  • Click on Sites in the left-hand menu.
  • Click the New site.
  • Fill in the name of this new site.
  • Click Save.

What are external sites?

External sites are used to create a link between the Message Server and channel files created by the Media Server.

The Media Server can create channel files from Facebook data, Twitter, Sharepoint, … These channel files are not directly connected to the Message Server, so they will need to be added through the External sites.

How do I create a Color Theme?

Only a Netpresenter Administrator can create a completely new color theme. They can do this by executing the following steps:

  • Log in to the Message Server as Administrator.
  • Open the Settings menu in the top right corner.
  • Click on Color Themes in the left-hand menu.
  • Click on the New color theme button.
  • Click Create new.

The window you see before you has a lot of information. In the bottom right, you can see a preview of the current color theme (which is completely white).
Select a template with which you would like to preview your color theme.

Now you can select colors in the left-hand column for specific parts of your template such as a title, title background, … You will need to do this for all possible parts of your template.

Note: Not all parts are named as the title and body are because not all templates use all available parts. That is why it is important to select the template for which you wish to edit your color theme to have all the correct parts available to edit.

After selecting all your colors, grant your color theme a suitable name, and click Save.

 

 

How do I change the logo?

You can only change the template logo that is used in your messages as a Netpresenter administrator.

The administrator can change the logo on 3 different levels!

Domain level:

  • Log in to the Message Server as Administrator.
  • Open the Settings menu in the top right corner.
  • Click on Settings/Configuration in the left-hand menu.
  • Scroll a little to find Default template logo.
  • Upload your company logo here.
  • Scroll to the bottom and click Save.

Site level:

  • Log in to the Message Server as Administrator.
  • Open the Settings menu in the top right corner.
  • Click on Sites in the left-hand menu.
  • Select a site where you wish to change the logo.
  • Scroll a little to find Default template logo.
  • Upload your company logo here.
  • Scroll to the bottom and click Save.

Template level:

  • Log in to the Message Server as Administrator.
  • Open the Settings menu in the top right corner.
  • Click on Templates in the left-hand menu.
  • Select a site where you wish to change the logo.
  • Scroll a little to find template logo.
  • Upload your company logo here.
  • Scroll to the bottom and click Save.

How do I use the Netpresenter app?

When Netpresenter has configured the app for you, you can input the received App code into the Netpresenter app. This app code is most likely your company name or any other app code predefined before configuration of the app. The user that is logged in can view all messages that have been published to the app. If required, additional authentication can be configured.

User

Authentication on user level can be configured. This means that the user will need to verify themselves with their Email address (Private or work). These addresses then need to be approved by the system either manually or through approval rules. The administrator can navigate to Settings > Client users to see a list of all applied mail addresses.

The slide button on their entries will indicate if they’re approved or declined.
By navigating to Settings > Auto approval rules, the admin can create rules based on a part of the (or complete) mail address. For example, if a mail address ends on [CompanyName].com

Azure

If you have already set up a connection with your Azure environment, you can select the Azure Active Directory authentication method. After providing the App code, you will need to log in with your Azure credentials.

How much bandwidth does the Netpresenter Player use?

The Netpresenter Player uses a local directory to store information. This self-cleaning cache directory is used to play information so no network connections are needed when the Player is running. Even when the server is offline (or not reachable e.g. notebook) the Player will continue to play.

Netpresenter regularly polls a server location for news. Only if new content is available on the server will Netpresenter download it (so-called scheduled pull). This update creates a network load that is equal to a “one-page” web view (20-30Kb). Netpresenter will intelligently detect whether the whole presentation has changed or just elements. If only text changes and no images are added or changed, the update load is less than 10 KB, because only the script file needs to be downloaded.

What do I do if I can no longer log in?

Have you received an error that the username and password are incorrect? In that case, you can contact your Netpresenter administrator. The admin can change the password for you:

  • Open the Settings menu.
  • Click on Users in the left-hand menu.
  • Select the user which password needs to be changed.
  • Fill in a new password.
  • Click Save.

If you are the admin and have lost your login credentials, please contact Netpresenter Techsupport so we can help recuperate the password.

How do I configure SSO (Single Sign-on)?

Would you like to activate SSO via Azure in the cloud or on-premise? Follow the steps in the correct link to connect with Azure in your environment first.

As soon as you have followed all steps from any of the above documents, you can log in to the Message Server by clicking the Single-Sign on option (The button Use Office 365 / Azure AD).

You will be asked for your domain name. This domain name is the one we have created for your cloud environment, not your Azure domain name. If you do not know this domain name, you can contact Netpresenter Techsupport and we will be able to grant you the correct domain name.

After filling in the correct domain name, your single sign-on is activated.

How do I make my Digital Signage TVs shut down at the end of day?

Netpresenter does not have this function built-in.

Most TVs have a timer function that you can configure to turn on your TV at the start of the day and turn off at the end of the day. For instance, you can have it turn on at 8 AM and turn off at 6 PM. If you’re using Intel compute sticks or NUC’s, they will go into sleep mode depending on the HDMI settings of the devices.

What if my video will not play?

The Netpresenter Player/Screensaver needs specific codecs to be able to play MP4 videos by default. Please install the necessary codes on the client machine to view the videos correctly.

Codec packs are mostly free of charge. We recommend the K-Lite codec pack, you can download it here:
https://files3.codecguide.com/K-Lite_Codec_Pack_1544_Standard.exe

What if I upload a video but it doesn’t show a thumbnail?

This can be an issue in an on-premise solution that does not have the MP4 codecs installed on the server itself. Like the player, the server needs to be able to read the video file to create the thumbnail. You will need to install the MP4 Codecs on the server and (if possible) make sure Desktop Experience is enabled.

Codec packs are mostly free of charge. We recommend the K-Lite codec pack; you can download it here:
https://files3.codecguide.com/K-Lite_Codec_Pack_1544_Standard.exe

What if my YouTube videos do not import?

If it’s no longer possible to add youtube videos to your Netpresenter, you’ll most likely have to update a script on your server. Every now and again, YouTube makes changes to their player that forces us to update our server. You can download the latest script here:

https://support.netpresenter.com/software/messageserver/latest/YT/

The file youtube-dl needs to be downloaded and copied to this location: C:\Program Files (x86)\NpMsgServer\scripts\com

As a precaution, it is advised to first rename youtube-dl to youtube-dl.old

After the file has been put in the correct location you will be able to add videos again.

How can I add Vimeo videos to a message?

Go to the page of the Vimeo video you would like to add and choose Share. In the pop-up that appears, go to the Embed section and click + Show options. Here you should select Autoplay this video and optionally Loop this video.

Afterward, you can copy the src part of the embed code, for example, https://player.vimeo.com/video/299285301?autoplay=1&loop=1

You can use this link for the Web page URL (via Media > Web page) when creating a message.

Does Netpresenter work in Windows IoT?

Windows 10 IoT Core > Netpresenter Player/Screensaver does not work!
Windows 10 IoT Mobile (Enterprise) > Netpresenter Player/Screensaver does not work!
Windows 10 IoT Enterprise > Netpresenter Player/Screensaver works!

Contact helpdesk

Do you want to talk to a real person? Please fill out the form below, and one of our support agents will contact you as soon as possible!