Auto-detected resolution in RV breaking presentation on Chromebook

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  • Updated 3 years ago
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Using a Chromebook to test RV, but I'm running into an unfortunate problem....
When I hook to an external monitor, everything works perfectly. The presentation runs 1080, either in Kiosk mode or just through the player and lid-closed presentation mode.

Unfortunately, though, when I connect the Chromebook to a TV as the external monitor, things get wonky. The Chromebook itself still sees everything great, outputs to 1080, and gives me full screen coverage, but the RiseVision player does not. As far as I can figure, with a monitor there is communication back and forth saying that it's 1080, but with the TVs I've tried it doesn't seem to communicate the same info. The Chromebook sees it fine, but in the display settings on RV it kicks it down to the lower native resolution on the Chromebook (1366x768).

I'm pretty sure it's not a Chromebook issue, but it seems like a RiseVision issue where it automatically adjusts the display resolution to a lower setting. If we could still set the display resolution manually, I could force it to play at 1080 all the time, but as soon as it autodetects the native resolution of the Chromebook, I get a full screen on the TV, but the presentation cuts off the bottom 312 pixels.

Any ideas? Recommendations? Is there a super-secret setting in RiseVision where I can change the resolution rather than having it auto-detect? Apart from this, the Chromebook setup is working brilliantly. I would LOVE to know how to fix this.
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ChadK

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Posted 5 years ago

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Chad,

This one is a bit of a head scratcher, and unfortunately I don't have a Chromebook to test on. I can try using my Chrome Pixel to see if I can create the same behavior.

Just so I understand, an external "monitor" works as expected, but an external "TV" doesn't, do I have that right? Is it possible this is an issue with the TV you are plugging it into? I only have one external Thunderbolt monitor I can test on so I wanted to make sure I understood you completely.

Our software doesn't adjust any resolution, it simply reports back the resolution it is playing in. Unfortunately there is no super secret settings to force a resolution.

I'll fire up my Chrome Pixel on an external monitor to see if I can recreate this issue.
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ChadK

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Yep, standard monitor (this one happens to be an Acer, but it works on all the others I've used) hooked up via HDMI it works great, reads the correct resolution in RV (3286x1080) and plays beautifully. If I hook it to a TV (tried a Sony 42", Sharp Aquos 70", LG 47", Toshiba 50") and RESTART the system, it breaks and cuts off the bottom of the presentation, but the Chromebook itself outputs to the display perfectly. If I "hot-swap" the HDMI and change from a monitor to a TV without restarting the presentation, it works perfect. I think when the presentation initializes and it reports back the resolution, it isn't reporting the full size of the TV (cuts off the bottom at 768 or so), it only delivers the presentation back at that resolution. If I could bypass that reporting and just force RV to see it as 3286x1080, I think it would work perfectly.

Not sure that checking it with a Thunderbolt monitor will work, because I'm guessing it will communicate the proper resolution. Chromebook sees the proper resolution coming from the TV, but that same info isn't passed along to the presentation settings on Rise.

I've got an office full of monitors and TVs of all shapes and sizes, so if there's anything I can do or provide on my end to help, I'm happy to do so. If this can be fixed, this is going to be a near-perfect configuration.
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If you kill the Player using Ctrl +W, is the resolution on the TV's still at 1366 x 768 where it would cut off the bottom of the Presentation?

The Player really doesn't do anything except start, I can't see why it would modify the resolution in anyway, so I want to see if that resolution is already there before it starts.

Stranger things have happened, I just want to make sure we try every avenue first :)
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ChadK

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Okay, so when I hot-swap the HDMI it works fine, but I just killed the presentation while it's hooked to the TV and restarted it, and it's back to cutting off the bottom. The Chromebook itself is still outputting at 1080, but the presentation cuts off at 768.

When I go back into the display on the website and refresh, it kicks the resolution back down to 3286x768. So that's crazy, it still gets the 1920, but RV doesn't recognize the lower 312. Odd. But let me know what else I can test on my end to help out!
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Chad,

Can I ask you to run this App on this machine and let me know what it returns?

This app tells the specific resolution available to Chrome, and it runs as a packaged App, similar to our Player.

Can I also ask you to run it with both external monitors? I'd be curious if it gets different results for each.

Thanks!
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ChadK

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Sorry, didn't have the web store enabled for the account the Chromebook is under, but all sorted now.

Okay, here's what I did: First screenshot is hooked to the monitor (Acer) with the presentation running properly at full resolution.



Second is hot-swapped to the Sharp 70" without restarting the presentation, so it's still running full resolution.



Third is hooked to the Sharp 70", but I restarted the presentation, so now it's just blank white screen below 768 (if you want me to actually take photos I can do that as well)



Fourth/Last, I hot-swapped it back to the Acer monitor but without closing/reopening the presentation, so it's still showing white screen under 768.



Sorry, I know that's a lot of stuff in one reply, but I really AM trying to be helpful! :)
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ChadK

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This might be a little easier too. I should have taken the captures over the presentation screen so it would make a little more sense....

HERE So it hopefully doesn't wreck anything from being huge....
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Chad,

Thanks for the screenshots. Unfortunately I'm a little stumped by this one.

The only thing that seems to have any consistency, is that when you plug it into a monitor, it works when you hot swap the monitors or restart the Player. When you plug it into a TV (any of the options you mentioned), it works when you hot swap, but not after the Player is restarted.

If the above is correct, it sounds like the TV option is the catalyst here, but I don't know what could be done to correct it. Let's hope the community can help us out on this one.

Has anyone else had trouble running the Rise Vision Chrome App Player on an external TV such as a Sony 42", Sharp Aquos 70", LG 47", or Toshiba 50"?

Sorry I don't have anything better for you right now Chad, I'm hoping with some more input from other users, we can figure this out.
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Okay, thanks. Or if you happen to know any TVs that it DOES work on without hot-swapping, I'm all ears! I'm not tied to any brand, these are just what I've got in the office, just as long as it's large enough to reasonably use for digital signage.

No thoughts on forcing a resolution within RiseVision? I know in the past the resolution could be set manually, and it seems like that could potentially solve the issue if I could just set it and forget it at 3286x1080. Is there any way to test that? I can't imagine we're the only people looking at Chromebooks for RiseVision, since it solves all the problems we're having with Ubuntu players right out of the box (need for keyboard/mouse to configure network or bypass errors, built-in battery backup, etc).
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Just to make sure it doesn't get missed, you may want to start a forum discussion with the idea of forcing a resolution, and let's see how man people vote it up.

Thanks!
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Chad,

Unfortunately I don't think this is anything we can solve at this time. I would recommend hooking up to a monitor (like the Acer) that uses the 1920x1080 resolution as the native resolution, as it sounds like the TV's you are using do not.

Sorry I couldn't be of more assistance.

Thanks!
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Michael Falgares

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I am having the exact same issue on a Samsung Chromebook. The bottom continues to get cut off.

Any solutions that anyone has would be helpful. I will do the same.
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Neal

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Hi Michael,

When you run the app that Robb mentioned above, is the reported resolution what you expect, or is it something different?

Thanks.
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Michael,

When you run that app, can you please post the screenshots? I just realized now that there is one thing that sticks out in Chad's screenshots (thanks for those Chad!).

Notice that even though in the second and third screenshot, the Internal Display is on the top of the list, while in the 1st and fourth it is on the bottom.

In each instance it is never the primary Display, but I wonder if the order it is being arranged/represented has anything to do with this issue.

I look forward to you response!
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ChadK

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Robb-

I just hooked it to a few different displays, and although I'm not sure what it ultimately means, it does seem that if it is connected to a monitor (using HDMI, although the monitors also have RGB & DVI) the DisplayInfo app lists the external monitor first, but when it's hooked to a TV (tried three so far) it always lists the TV second, just like in the screenshots above.
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Chad,

Just to confirm, it is always hooked up to the TV's via HDMI as well, right?
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ChadK

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Yep! Most of the TVs I've got here do have RGB input, but the Chromebook only has HDMI out.
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Awesome, thanks for that extra info Chad. Hopefully Michael can get us his results soon.
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No sweat. As a side note, could you recommend an HDMI to RGB adapter that works, if you've ever used one? I'm curious if that may be a solution, since I could then connect from the HDMI of the Chromebook to the "PC" input on the TVs. I know they make a bunch of different HDMI-VGA adapters but I've never used one, so if you've got any experience or suggestions I'll order one and see if I get different results.
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No sorry, I've never used one. You may want to start another question thread asking if any other forum users have a recommendation.

Sorry!
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Neal

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This was discovered to be related to having 2 monitors (in this case laptop and external), where there are different resolutions involved. The Chrome App Player is trying to go across both screens in a way that would fit in the simplest way possible (total width and lowest common supported height). A bug has been logged regarding this issue.

Thanks.
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Mike Unger

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This is bit convoluted but I think I found a procedure to fix this error:

Chromebook Display Directions

If your chromebook display is not showing the full resolution and/or the app is crashing here how I was able to fix it:

Items Needed: Chromebook, usb thumbdrive or sd card, usb mouse, usb keyboard.

First, make a system recovery usb or sd card. Press and hold esc refresh and power, this will bring you to a 'missing os' page. Insert system recovery usb/sd card and alow it to restore the chromebook.

Full directions for those steps are here:

https://support.google.com/chromebook...

After it is restored, power on the chromebook and and connect the monitor or TV to the hdmi port as well as an external mouse and external keyboard.

Once the chromebook recognizes and extends the display, close the chromebook and allow it to switch to the external display.

If you don't have chromebook enterprise management launch the Rise Vision Player app and proceed to the next step.

If you have chromebook management, and have set up the chromebook with the correct policies in the management software, press control alt + e for enterprise login. Login via an administrator login and enroll the device. When that is completed it should start the Rise Vision app automatically and have the correct resolution for the external display.

If you don't have chromebook enterprise management launch the Rise Vision Player app and proceed to the next step.

Enter your display ID with the external mouse and keyboard and it should load the presentation with the full resolution.

I recommend a full system recovery unless there is a way to clear the cache on the chromebook another way. I have found that when I allow the display to start with the internal monitor and then try to switch it to the external after it has already downloaded the presentation it cuts some of it off. Then when a restart command is sent from the Rise Vision control panel to the display (in order to correct the wrong resolution) it tends to crash the app on restart and loop between crash and restart. The above way is the only consistent way I have found that works.

I hope that helps.
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Man, I'm swamped right this second, but I'll be giving this a shot later today! If it works, you will be my hero. I'll keep you posted!
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Well, hmm, it kinda works. It works great as long as I keep a keyboard and mouse connected so I can close the lid before launching the app, but after a restart if you have the lid open and try to run it, it still cuts off the bottom of the screen. I'm trying to find a solution that won't require an extra keyboard and mouse after a restart. Initial setup I don't care what it requires, but once it's onsite I'm trying to strip the footprint as much as possible.

Anyway, thanks a bunch for all the info, Mike! Any idea if it's possible to simply disable the laptop display? If I could find that I would deem that a solution, but that doesn't seem to be an option that I can track down.
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Gentlemen,

We just released an updated version of the Chrome App Player that corrects this issue. If you have it running on ChromeOS, it should have updated already, or will update shortly.

Other OS' can take up to a few days to update and require a restart to get the new version, so to get the new version you can just remove and reinstall the Chrome App Player if you prefer.

Let us know if the new version solves this issue. Thanks!
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ChadK

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Hey Robb-

I've been out of town on an install, but I got this post on the road and updated the player. The bad news is that now I'm kicking myself for not taking extra Chromebooks for the install, and instead used NUCs.

This WORKS!

I haven't had time to do any in-depth testing, although I'm not sure that any is necessarily needed, but this new player absolutely solves the resolution issue, and now my Chromebook is working beautifully! Thank you guys very much for all the help and hard work on this issue!!
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Chris McKinnon

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ok I have this issue in kiosk mode. it cuts off the bottom and is a little narrower. When i log in and run the app, the screen resolution is fine.