Frequently Asked Questions

Get answers to Frequently Asked Questions about Klipfolio.

Questions:


Question 1: My data sources are not refreshing, what can I do?
Question 2: What is the maximum file size I can upload to Klipfolio?
Question 3: I've followed the SQL database connector instructions but I still can't connect.
Question 4: How can I get started with Klipfolio?
Question 5: How do I know if Klipfolio supports the API I am using?
Question 6: What is the best way to update my Excel file automatically?
Question 7: Is it possible to duplicate a Klip so that it can be used to start the design of another Klip?
Question 8: Why is a column in my table NOT displaying on the dashboard?
Question 9: Are self-signed certificates supported?
Question 10: Help us, help you.
Question 11: How many concurrent logins am I allowed?
Question 12: How do I use a dynamic data source in a Klip?

Answers:

Question 1: My data sources are not refreshing, what can I do?

There are a variety of reasons why a data source might not be refreshing as expected. 

For more information data source refresh, see this comprehensive article, About data source refresh.

For more information on why data source refresh failures, see Data source fails to refresh.

Note: The minimum refresh rate for a data source is one minute. To refresh data in real time, see Automate data upload using the data source API.

Question 2: What is the maximum file size I can upload to Klipfolio?

The maximum file size that you can upload to Klipfolio for any data source type is 10 MB. A data source is not restricted by the number of rows. If you have a file larger than this, you must reduce its file size. You can do this in a number of ways.

  1. Save the file as a .csv file type.
  2. Change the query to retrieve data for a specific date range.
  3. Change the query to retrieve specific columns of data and not all (*) data.
  4. Aggregate the data before running the query.
  5. Split the content of the file into two or more files.

In addition, for an Excel file type, you must remove all external references, such as VLookup, as well as any hidden rows and columns.  You should also ensure the file is not using the importrange() function.

For more information see Managing the size of your data sources.

Question 3: I've followed the SQL database connector instructions but I still can't connect?

There are two options for querying a Microsoft SQL database:

  • Port forwarding to an external IP address or,
  • Using an external SSH tunnel.

If after using the Databases (SQL) instructions, you still find that you are unable to connect to Klipfolio, consider the following questions.

  1. Have you whitelisted our Klipfolio IP addresses: 23.253.68.51, 174.143.143.218, and 174.143.142.30? For more information, see Whitelist new IP addresses
  2. Is your database's external IP address publicly accessible and are you able to resolve the IP address to your database server? To test internally, ping or telnet your database's IP address. If unsuccessful, check your firewall configuration.
  3. For multiple instances of SQL server, check your SQL Server Configuration Manager to verify you have the correct port for the database you are connecting to. The first SQL instance uses port 1433, other instances might use a different port number.
  4. Is the port open? Go to Port forwarding tester to test your port's status. If the port is not open, it might be a bad route or the destination SQL device might not be properly configured to listen to that port.
  5. For an SSH Tunnel, is the domain account valid?
  6. In Klipfolio, at the connect to an SQL database page, are you entering the IP address of the database server as the Host Name? Note: The Host field should not point to the SQL Server instance, just to the local host. For example, local host, not localhostSQLEXPRESS2012
  7. In Klipfolio, at the connect to an SQL database page, are you entering the actual database name at the Database field?
  8. Ensure you have a user account for Klipfolio in your database that includes the Klipfolio Gateway IP address of  23.253.68.51.
  9. Tip: You can use a query of Select 1 to test an SQL connection.

Question 4: How can I get started with Klipfolio?

There are a number of resources that can help you build Klips in Klipfolio. These resources include:

  1. The Klipfolio Quick Start Guide
  2. Klipfolio tips and techniques
  3. Klipfolio recorded webinars
  4. Klipfolio tutorials
  5. Klipfolio workshops

Question 5: How do I know if Klipfolio supports the API I am using?

Each Application Programming Interface (API) connects differently. To begin with, check the current list of data source connectors to ensure that a connector does not already exist. For more information, see Connecting to data sources.

If the API is not currently listed, you can then perform a web search for the API's REST connector to determine the authentication method. Best results are achieved by using the search terms service_name API or service-name developers. Depending on the API, perform one of the following actions.

  1. For an API that uses basic authentication - username or password - Use web accessible resources as a data source.
  2. For an API that uses an OAuth Token, contact us at support@klipfolio.com.
  3. For an API that uses an API key for authentication, add the API key to the end of the API connection URL. An API key is often used as a value in a query parameter or header. For more information on using the API key, refer to the API documentation.
  4. For an API that that requires a separate login URL/call and a data URL/call, use Two Step Authentication.
  5. For any other API authentication methods, contact us at support@klipfolio.com.

Question 6: What is the best way to update my Excel file automatically?

Consider using either Dropbox or Box as a data source connector. Both connectors allow you to set a refresh interval. For more information, see Use Dropbox as a data source or Use Box as a data source.

Alternatively, you can schedule updates directly from your computer. For more information, see Use AutoMate to schedule updates of data sources.

Question 7: Is it possible to duplicate a Klip so that it can be used to start the design of another Klip?

There are several ways you can create a Klip based on the design of another Klip.

  1. Open the original Klip. In the Klip Editor, select the drop down menu alongside the Save and Exit button, and choose the option to Save a Copy. Remember to edit the copied version of the Klip in order to give it a unique name. The first time you are prompted to name the Klip, it changes the Klip's name in the Library only.
  2. Open the original Klip. In the Klip Editor, select View Klip Source Code , and use the keyboard shortcut of Ctrl+C to copy the source code. Then when you build a new Klip, use this source code.

Question 8: Why is a column in my table NOT displaying on the dashboard?

A column might not display on the dashboard if it is marked as hidden, or if Drill Down is enabled. To disable Drill Down, click the Table component within the Klip Editor and select the Drill Down tab.

Question 9: Are self-signed certificates supported?

Currently, self-signed certificates are not supported for REST datasources.

Question 10: Help us, help you

As you know, Klipfolio can be accessed by using any web browser. As a result, error messages generated by the web browser can be extremely helpful when troubleshooting a support issue. To help us, help you, enable your web browser's console when you are having an issue and send us a screenshot of the generated output.

You can enable your browser's console by using one of the following menu options or keyboard shortcuts, and then selecting the Console tab.

  1. For Chrome: Ctrl+Shift+J
  2. For Internet Explorer: Tools > F12 developer tools.
  3. For Mozilla Firefox: Ctrl+Shift+K.
  4. Note: For Chrome, you can also right click anywhere on the Dashboard, select Inspect element and then the Console tab.

If any links exist within the Console tab, click each link and send us this output as well.

Question 11: How many concurrent sign-ins am I allowed?

Klipfolio tracks concurrent sign-ins from a single email address. However, you are permitted to sign in from multiple devices such as your laptop, tablet and smartphone. In fact, you can sign in for personal use from up to four devices using a single email address.

To avoid any service disruptions you should ensure that your Klipfolio seats match your user requirements, keeping in mind that wallboard displays count as a user.

If you need to update your plan, go to Account > Company and click on Plan. If you need help with updating your plan, please contact sales@klipfolio.com. If you have any other questions, please contact support@klipfolio.com.

Question 12: How do I use a dynamic data source in a Klip?

These articles provide comprehensive information on using dynamic data sources:

Related links:


  • Tips and Techniques
  • Tips and Tricks
  • Klipfolio Quick Start Guide
  • Support Videos

  • Feedback and Knowledge Base