This issue is currently only known to affect OneIP devices on firmware v4.4.117
If a OneIP device's admin WebUI stops loading after you rename an output, this article covers the symptoms and how to avoid it.
This applies to the device's admin WebUI (via gotomymatrix.com or the device's local IP). Video routing itself is not affected.
Symptoms
- The device's admin WebUI doesn't load — the page hangs, fails to render, or errors out.
- The issue started after renaming an output.
- The device continues to route video normally — only the WebUI is affected.
- The WebUI may show a red banner referencing a parsing error.
Prevention
Keep output names to 15 characters or fewer. Longer names can prevent the Device Settings and Video Routing pages from loading correctly.
If you've already hit this issue, don't keep retrying from the WebUI. Repeatedly reloading or re-entering a long name won't resolve it — contact support instead so we can correct it from our side.
What to Do
If your WebUI has stopped loading after an output rename, get in touch with support. Let us know the device model, serial number, and the output name you set — this helps us resolve it quickly.
Locked out of your WebUI? Contact our support team and we'll get it sorted.
UK: 01202 413 610 | US: (858) 748-8250 | support@pulse-eight.com
UK: 01202 413 610 | US: (858) 748-8250 | support@pulse-eight.com