Troubleshooting: Incident Manager black (empty) project window in the Desk Client

When attempting to open an Incident Manager project in the MOBOTIX Hub Desk Client, it opens but with an empty black window.
Screenshot 2022-08-26 at 08.56.00

The issue happens because one part of the Incident Manager is using the Windows regional settings to create parts of its configuration data. The issue occurs when the settings are configured to a language region which is using a comma (", ") as decimal symbol — which is the case for the German, French, Spanish, Scandinavian, and many other locations.

Currently, there are two ways to solve this problem.

  1. Change the region to English or to another region that uses a period (". ") as a decimal separator.

  2. Change only the decimal symbol for the currently selected region.

Here are the steps:

  1. Open Windows Region Settings:

  1. Click on “Additional settings…”

  2. In this window, change the “Decimal Symbol” to a period (full stop) ". ":

  1. Press OK to apply the changes.

  2. Restart the Smart Client.

Now the Incident Manager should be able to successfully load the projects.

The issue was now patched by the [2022 R2 Desk Client cumulative patch] — download and install it. It will be fixed permanently in the next major Desk Client version (2022 R3).