In the past few weeks, we have experienced consistent performance issues with the Tulip Player on iPads. Today, two tickets were raised to the local team regarding a prolonged waiting time of over 3 minutes for the Player (configured with the Prod environment) to start, and in some cases, the Player failing to load entirely. These problems have occurred across different devices, buildings, and floors, suggesting that the issue is unlikely to be related to WiFi. The initial loading time, during which the Tulip logo is displayed (before any app runs or a user logs in), is excessively long and delays the appearance of the “Sign in to SAML” window, hindering users from logging in and executing apps. This poses a risk of non-compliance as GMP documentation cannot be completed when the Player does not load, making it critical to identify the root cause of the issue and implement a solution.
Have seen this issue as well - in our case this was largely resolved by getting our IT to whitelist specific resources Tulip Player was trying (and failing) to access. Tulip support was able to provide the list of things to…whitelist.
Do you know if this issue also applies to the Windows Player?
If its whitelisting some resources, it should right? Any idea how to test that?
Our issue was actually with Windows player. After the whitelisting update, the login has generally performed well (we have some users on ancient warehouse PCs that create their own issues).
This only happens on iPads, not in the web player. And it is not related to any application, i.e. happening within the player we use for multiple applications, but arises before we even get to enter any application > because we cannot even log into the player with SSO/SAML and select/start any app.