2 our Windows devices are experiencing major problems with RV

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  • Problem
  • Updated 3 years ago
  • Not a Problem
  • (Edited)
Two, Windows 7 and Windows 10 players are not functional this morning. One has a problem with previous RV installation. The other one has something I have not seen before. RV app would not start and give us 'CAP FOUND' ... do not really know how to address this one.
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Posted 3 years ago

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Darius - PRODO.us, Champion

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About the one with 'previous RV app installation.' Posted removal instructions are totally irrelevant as there is no RV app under Chrome Apps installed. This player has only the newest RV release. Now, I used to have RV app in my Chrome Apps, but it was removed many weeks ago and there were no problems after that... until today.


Is this that 'chrome fix' doing all that to us this morning? It reminded me the times when Chrome OS was supported. Chrome became much more stable after RV removed it from the supported OS/devices list.
(Edited)
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Update: came to work and connected other windows players... yep the same 'previous installation' error message.
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Darius,

Sorry to hear you are having issues on these machines. Looking at my Win 10 and Win 7 machines today, they look fine. 

Any chance you could email support@risevision.com and we can set up a remote session to diagnose what the issue may be?

One thing that comes to mind, are you signing into Chrome on these devices? I know that if you sign into Chrome, any apps that you have installed will install in your Chrome instance on that machine. If you have the Chrome App Player installed in your Chrome instance, that may be the reason for Chrome App showing up.
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Robb, just tried to reinstall RV and got the same 'previous installation' error again. I am also much more interested now in resolving CAP  FOUND error. What is it anyways?
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HSuarez

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Hi Darius,
(To recap:) The Chrome App Player error message will stem from the Rise Chrome App Player installation being found in the media device. In one of the media devices, the Player was found in chrome://extensions in the Chrome browser. In another there was no Rise Chrome App Player found in chrome://extensions but there was a folder with files related to the Player in C:/Users/user/AppData/Local/Google/Chrome/User Data/Default/Extensions

It's not yet clear how these came up again since we also looked into deleting this some time ago so we're still working on that part.
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Thank you Hannah. I checked all the windows devices with my google accounts. None of them had previous installation folders in the specified location... or I have not recognized them. I will check my home PC tonight as well as remove my accounts from all the devices I have no access to.

Still, I am noticing abnormal RV app behavior. It does not happen every time I am restarting the player. However, sometimes all the windows players now start RV application as usual and then right on top of that they can start the entire app booting-up process again and restarts app one more time... or twice.. or more. And then it stops. It may not be the case after I restarted the player manually. It may look like it is OK now, but then again, next time the player restarts, RV app does that again.
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HSuarez

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Will mark the initial issue in this thread as Solved with the two Displays up and running now. The issue was around Rise Chrome App player being detected meaning that the Rise Windows Player won't go through the installation due to this conflict.
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Darius,

Are you still experiencing issues?
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Darius - PRODO.us, Champion

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No more problems here, Robb. Thank you for asking. I uninstalled both RV and Chrome and deleted all the related folders from Program Files & App Data. After that, I installed them clean again, and this time I made sure that nothing got synced with my google accounts. Thank you for your help guys, u indeed r the best!
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Very glad to hear it Darius! And thank you for your constant contributions in the forum!
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Robb, I forgot to mention that I am observing random RV app restarts. Just out of the blue countdown window pops up on the top followed by the system check and then app restarts. Not sure what that is. It does not happen often, though. This is why I am not sure if  this is something I need to be worried about or not, but, sure, at this point it does bother me a bit.
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Darius,

Interesting. I can't say I have seen that one yet. Is this happening on all of your machines running the new Player?
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I noticed that happening on one of them with the new RV player twice in 3 days. I am not sure about the other one running at my desk. I am not at it all the time and it happens so fast. You have remote access to the one that did it in case you want to take a look at it. The machine restarted at 2:55 PM today.
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Darius,

Just a quick confirmation, the machine is not set to restart at 2:55, right? Also, if they are running Win 10, is it possible that Windows updates are scheduled to restart when the machine is idle, and restarted it at that time?
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Darius - PRODO.us, Champion

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That is the one TCM32...
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Blake Freeman, Official Rep

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Hey Darius,

Could you let me know when this player is back online? I'd like to take a look.
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Bale, it is up now.
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Thanks Darius, I'll keep an eye on it.
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Darius,

I've been watching this display since yesterday and I haven't noticed any abnormal restarts. Logging is not showing any either. Please let us know if you continue to see this issue.