Has anyone had this happen? My Tessitura was not opening this morning and after a conversation with Support we were able to get it to open but it looks like this with the blue bar across the bottom:
It is preventing me from seeing what I usually see on a full screen and the size and resolution look different. We ended up un-installing Citrix and re-installing an older version to see if that would solve the problem of access, which it seems to have, but now I have this shrunken screen size and I cannot get it to change. There were suggestions to change the display scaling but that has not changed anything in this appearance.
Has anyone had this happen or have any suggestion as to how to fix it? My very frustrated brain would appreciate it!
HI Jessica,
I get something very similar when working from home - very frustrating. A blue bar cuts off the bottom half of the screen. Appears for any screen in the new interface (so list manager, Analytics etc.)
Only happening at home when I am connected to my - admittedly old - monitor. I have tried various things. When I raised a support ticket I was directed to this article in the knowledge base - https://hello.tessituranetwork.com/knowledgeBase/8975681- but this has not fixed it for me.
Only workaround I have managed to find is that I unplug the monitor when I launch Tessitura from Citrix so I am working just from my laptop screen . Then when it is all up and logged in I plug it back in and am no longer getting the blue screen.
If you work out another solution it would be great to hear it!
Thanks, Donald
Donald Graham Ticketing Systems & Data Manager Birmingham Hippodrome, Hurst Street, Southside, Birmingham B5 4TB
Hi Donald,
Thanks for letting me know I was not alone! I opened a ticket (based on my first problem of not getting in to Tessitura) and then continued the ticket to cover the blue bar. Working at home today and everything seems to be working as expected (no blue bar!) but I will be waiting to see if I get the same results at the office tomorrow. Because it was in the ticket Tessitura support said they were going to change some of my settings while I was logged out of Tessitura. Might be worth opening a ticket and seeing if it is a setting issue that could be addressed from their end?
Are you working with multiple monitors? I've had some weirdness in the past when I've connected a second monitor, and I've learned that the setup has to be the second monitor positioned on the left side of my main screen. When it's on the right side for whatever reason the Tessitura screens are completely off.
This happens to some of our users usually when they switch computer monitor setups between in-office and home. Our fix is to ask support to clear the frame settings for user's .ini file. Also, before they try log in again, we have the users clear their browser's history, cache, and cookies for the last 7 days.
Jairus Roallos said:Our fix is to ask support to clear the frame settings for user's .ini file.
A good suggestion. A while back Tess had problems with users that had a multi-monitor setup, then a single monitor setup, with the same frame settings, resulting in a login window appearing offscreen. Editing the frame settings in the local ini file was the fix.
Thanks, Chris, for solving that issue! I've just been avoiding workstations that give me the issue, lol. I had to learn the keystrokes to "move the window" of the login screen from off my screen to back on it. What a pain. I had to do this every time I used specific stations.
Neil Cole said:I had to learn the keystrokes to "move the window" of the login screen from off my screen to back on it.
Me, too. I think it was someone else at my org that realized what was happening, and nudged the window back into view via the keyboard. Such a frustrating bug, and such a relief to have a workaround. :-)
Ah yes, the fun of running the blind keystrokes.
Hi everyone,
We see this quite a bit as we have many hybrid workers and many with multiple screens. The two main culprits are the Frame settings in the .ini file which has been mentioned, but another one we always have to check is when someone has two monitors, both need to be set at the same scaling percentage in the Display Settings menu. Often times a laptop is set to 125% or 150% and the external monitor is at 100%. I have seen issues like half the screen appearing not to work (leading users to say the application is not working or they have lost access to certain tabs, etc.), the Tessitura Window not showing on the screen at all, or the window appearing with errors like the blue bar. Hope that helps.
Sean
Hi Jarirus,
Thanks for the suggestions. I checked back on the support ticket that I opened about this last year and this step of changing the frame setting in ini file was already done with no success. I will try the fix about clearing the cache, but I think I might have to live with this until I get a new montior!