Amazon Firestick updated recently and now screen is going offline every few hours

  • 1
  • Question
  • Updated 1 year ago
Archived and Closed

This conversation is no longer open for comments or replies and is no longer visible to community members.

I'm running presentations on an Amazon Firestick using Scott's Digital Signage My Rise Player. It has worked great for years - but it seems that the OS on the Firestick was recently updated and now the screen is going offline every few hours. I have removed and reinstalled the player, re-setup the screen, changed the schedule, and even changed the presentations but it's still going offline - causing the presentations ot freeze. Any ideas on what is the culprit and how to stop it?
Photo of Renee Gaylor

Renee Gaylor

  • 134 Points 100 badge 2x thumb

Posted 2 years ago

  • 1
Photo of William Oneal

William Oneal, Champion

  • 13,770 Points 10k badge 2x thumb
I'm guessing this is a gen 1 stick. Also can you give me some insite on what version of the OS or version the Firestick Updated too? Also do a complete reset of the stick. I have had issues before where an update just completely corrupts a sticks webview and the only way to fix it is a reset. Hopefully that will fix it but if not I will need to see if we have a stick that updated as well.
Photo of Renee Gaylor

Renee Gaylor

  • 134 Points 100 badge 2x thumb
Doing the reset now.
I have 3 FireSticks: 2 are running Fire OS 5.2.1.2 and are working the same as they always have. The one that keeps freezing is now running Fire OS 5.2.4.1, Fire TV Home Version 5.7.3-17. This Fire TV Home version isn't listed at all on the other 2 - the entire interface on the updated one is completely different now.
After I restore and complete setup, I will post how it does,
Thank you!
Photo of William Oneal

William Oneal, Champion

  • 13,770 Points 10k badge 2x thumb
Yea I noticed that they started to update so I'm hoping a reset will fix it. If not then I need to get my device updated to do testing. They do slow roll outs so hopefully I get the update fairly quickly.
Photo of Renee Gaylor

Renee Gaylor

  • 134 Points 100 badge 2x thumb
complete reset didn't solve. It's still freezing every few hours.
Photo of William Oneal

William Oneal, Champion

  • 13,770 Points 10k badge 2x thumb
Ok im going to have to get my hands on one that has the update. I have 4 of them and they all still have the older version on them. Give me time, i have to contact amazon so they can release the update to my device. I hope they can quickly.

Thanks
Photo of Renee Gaylor

Renee Gaylor

  • 134 Points 100 badge 2x thumb
Thank you! Hopefully they WON'T roll it out to my other devices in the meantime :)
Photo of Renee Gaylor

Renee Gaylor

  • 134 Points 100 badge 2x thumb
Update:  I *think* the update is having an issue with the web page widget.
We had a second device upgrade, and it's not freezing. The only difference in the presentations is that the second one does not include a web page widget and the first that is constantly freezing does. I have tried making various changes to the web page widget, but it's still freezing.
Photo of William Oneal

William Oneal, Champion

  • 13,770 Points 10k badge 2x thumb
I just got one of my devices updated and will be doing a lot of testing this week. Also could you provide the URL your using so i may reproduce the issue on our end. Just send the URL to support@scottsdigitalsignage.com 

Thanks
Photo of Renee Gaylor

Renee Gaylor

  • 134 Points 100 badge 2x thumb
I had sent the URLS right after you posted the reply. All 3 of our devices have now updated and the 3rd one is also freezing. It has a Google calendar widget - it won't run longer than 10-15 minutes before freezing/dropping/whatever it's doing that is causing the displays to stop updating and going offline :)
(Edited)
Photo of William Oneal

William Oneal, Champion

  • 13,770 Points 10k badge 2x thumb
We have them. We are working with Amazon to see if it's an issue with webview or if it's with the widget itself. We don't get errors when it freezes so it makes it that much harder to pinpoint the issue. We know it's not the app but we do think there might be a memory leak in amazons webview that could be causing it. If this is the case then we have to wait for Amazon to update again. Still trying to figure it out but having it only freeze after several hours is what is taken most of the time. Plus they are very slow to respond.
Photo of Renee Gaylor

Renee Gaylor

  • 134 Points 100 badge 2x thumb
any updates?
Photo of William Oneal

William Oneal, Champion

  • 13,770 Points 10k badge 2x thumb
It's on amazons side of things with there webview on the device. We are looking into doing bug fixes within the app but none that can fix the webview issues. The webview issues have been confirmed by them but they would be the ones that will have to update that as it is an OS issue.