An error occurred trying to connect to the server

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  • Updated 2 years ago
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We have had Chromeboxes running Risevision for a year or so without issue.  This week we starting having connecting issues.  I have 3 locations that will boot to the RV Chrome app but times out with the error. "An error occurred trying to connect to the Server. Retrying in XX seconds..."
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System Admin

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Posted 2 years ago

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Blake Freeman, Official Rep

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Hi there,

ChromeOS isn't a supported platform, but you may want to ensure that these devices do have internet access.

Whike we don't support ChromeOS, I do have a Chromebox that I just set up to test this situation. It connected to the internet and displayed a presentation without issue.
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Darius - PRODO.us, Champion

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Ours working fine too.
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System Admin

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I can Ctrl+Alt+S out of the autoload app and log into the device with a google account so my internet is working.  We tried that first thinking maybe the time was off.
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Robb, Official Rep

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Is it possible there has been a firewall or network security change recently? You can see all the sites that need access through your firewall or network security solution on this page: https://help.risevision.com/user/create-a-display

Let us know if you discover the issue!
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System Admin

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No firewall changes. I also verified the domains and IPs Risevision uses are whitelisted in our content filter today.
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Robb, Official Rep

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Hmm...I wonder if powerwashing one and seeing it if works would be a good idea, since we don't seem to be able to recreate this issue. 

Any chance you could try that and let us know how you make out?
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Jeffrey Rieter

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Changes were made to our wi-fi access points (replaced) in the last couple of days and we are now seeing this type of error screen.  We are assuming the error is because of the change to the APs.  A restart of the  Dell Chromeboxes running RisePlayer in Kiosk mode seems to fix the issue.
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Blake Freeman, Official Rep

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Hi Jeffrey,

Would you be able to power wash one of your devices as suggested above and get back to us? Thanks.
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Jeffrey Rieter

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I might be able to do that with a spare, but taking a device out of service would be less than ideal.  Interesting to note is that once I restart a machine upon seeing the error, I have not seen it occur again.  

Also interesting about this particular error is that the error screen is on top of the content. Other Rise related and network related issues prevent the content from being displayed entirely.
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Robb, Official Rep

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Hmm...that is a weird one. I'm glad a reboot appears to fix it though!
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Ryan Kelley

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Power washing our devices fixed them all.
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Robb, Official Rep

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That's great to hear Ryan!
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Jelle Scheyving

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I am having the same problem. All content is shown, but the error message does not disappear. It keeps counting down in negative numbers like the screenshot posted earlier. All would be ok if the error disappeared.
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Robb, Official Rep

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Jelle,

Just to confirm, is this on a Chromebox? if so, can you try the same "powerwash" solution and let us know how you make out?

Thanks!
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Jelle Scheyving

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Hi Robb
I am working on raspberrypi with the chrome extension. My guess is that the connection (wifi) was somehow lost and the error message appears. But due to a problem in the countdown (negative numbers) the alert does not dissapear or retry connection when it reaches zero.
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William Oneal, Champion

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I had a user report the same thing on some of his devices on android. It also had the negative seconds. Seems like the viewer has an issue somewhere on the countdown and needs a check to fix the negative seconds issue. 
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Robb, Official Rep

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William and Jelle,

Thanks for those clarifications. I haven't run into this issue myself.

From Jelle's description, it sounds like maybe it was connected to Wifi, the Wifi dropped and then the message appeared?