An unknown error has occurred.

  • 1
  • Problem
  • Updated 3 years ago
  • Solved
After installing the Rise player it works fine (only once). After a reboot it gives me this error:

An unknown error has occurred. Please try again or post a question to http://community.risevision.com.


I've read multiple posts on the community forums, one of them suggesting me to download a new version of the installer (I'm using the 64 bit version) from: https://help.risevision.com/user/create-a-display

Sadly, it still won't work using this one. I've also tried re-running the installer after I've already installed once, but then instead of showing an error on reboot, nothing happens.

I'm running Ubuntu 14.04.3 LTS 64 bit.

As I'm typing this it appears that after about 5-10 minutes of leaving the error on-screen the player will start.
Photo of Joost

Joost

  • 90 Points 75 badge 2x thumb

Posted 3 years ago

  • 1
Photo of Blake Freeman

Blake Freeman, Official Rep

  • 36,116 Points 20k badge 2x thumb
Hi Joost,

Really sorry to hear about this. Our player team is currently investigating a few of these issues. The error message you're experiencing An unknown error has occurred. Please try again or post a question to http://community.risevision.com is generally related to a network resource issue, at least it has been in each case we've researched so far.

Can you confirm if your device has access to the following resources?
  • rvashow2.appspot.com
  • rvashow.appspot.com
  • rvaserver2.appspot.com
  • storage-dot-rvaserver2.appspot.com
  • store.risevision.com
  • commondatastorage.googleapis.com
  • googleapis.com
  • accounts.google.com
  • talkgadget.google.com
  • s3.amazonaws.com
  • p.jwpcdn.com/6/5/jwpsrv.js (Only necessary if your Presentation includes videos)
  • rackcdn.com
We also have an open defect for this bug here and are currently looking into it.

It may also be helpful for our developers if I got the Display ID you're using with this device, we can look up server-side logs that may assist us in troubleshooting the issue. If you could email that display ID to support@risevision.com, I'll make sure it makes it's way to the proper team.
Photo of Joost

Joost

  • 90 Points 75 badge 2x thumb
Hi Blake,

I have emailed the Display ID to the provided email address.

The machine seems to have access to the resources listed except for:
s3.amazonaws.com and rackcdn.com.

I tried pinging all resources, these two were the only once not working properly. s3.amazonaws.com gave me a time out at first, but now as I'm typing this, and the player has started after about 5 min, I can successfully ping it again.

I tried rebooting and reproducing the amazon ping problem, but after a reboot I was able to successfully ping it with the error on-screen.

rackcdn.com gives me: unknown host
(Edited)
Photo of Robb

Robb, Official Rep

  • 76,676 Points 50k badge 2x thumb
Joost,

Very sorry to hear you are having issues, we're making this a priority to get corrected. 

Just a quick question, does the machine have internet before the Player starts up? I wonder if you have run into an issue that we recently discovered where if the internet is not available when the machine starts, it shows this error message until roughly 3 - 5 minutes after the internet is connected, and then the Player starts.
Photo of Joost

Joost

  • 90 Points 75 badge 2x thumb
Hi Robb,

Yes, the machine does have an internet connection before the Player starts up. Before the error appears on screen, the device gives the notification that is has a wired connection and I'm able to browse the internet.

Thanks for the help
Photo of AdGators AdGators

AdGators AdGators

  • 3,612 Points 3k badge 2x thumb
Hi Robb, Not to tread too far off topic here, but is it possible to remove the Player from the Startup folder and start Rise Vision with an independent script, this way there can be a 30 seconds delay for the OS to gain Internet connection stability.

I ask a similar question here...
https://community.risevision.com/rise_vision_inc/topics/please-advise-installation-finishing-after-e...

In both instances, the solution would allow for more control in the launching of your application.
Thank you,
Joe Kirchner
Photo of Robb

Robb, Official Rep

  • 76,676 Points 50k badge 2x thumb
Joe,

Sorry for the delay in answering. This is actually something we are looking into now, as we recently discovered that starting the installer with the --unattended flag will cause it to go into the startup folder. You can track the status of that issue here.

Once this is corrected, you'll be able to start it with an independent script, and it won't be added to the startup folder. I think this will allow for the control you need in regards to starting the Player. 

Let me know if I am misunderstanding. Thanks!
Photo of Ashleigh

Ashleigh

  • 3,740 Points 3k badge 2x thumb
Hi Joost,

Just letting you know that we have released a new version of installer that has addressed this issue you were experiencing.

Thanks!