Black screen with puzzle piece

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  • Updated 3 years ago
We have set up a new customer.  Their presentation has multiple embedded presentations in the original presentation.  Typically this would make me think the system is just being overburdened, but they are all very simple.  For example one embedded presentation plays 4 jpgs.  Another shows a small (file size) video with a png layer over it that is less than 1MB.  It all ran fin until a couple weeks ago.  Suddenly the presentation started crashing a lot.  Every 15 minutes or so we'd get a black screen with a puzzle piece in the middle.  Here is the odd part.  We are running the same presentation in our office to try to troubleshoot it.  We do get the same thing happening here as in the customer location.  The PC we are using is more robust than the customer PC...so the issue doesn't seem hardware specific.  Even more interesting is that rather than reset/reboot the PC, all we have to do is go the main presentation and save and publish and it starts running again.   This is the only customer this is happening to.  Any ideas?  
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tony

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Posted 3 years ago

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Darius - PRODO.us, Champion

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- Try turning  off presentations 1 by 1 till you get the one causing all that trouble.
- Make new presentation with all the necessary elements, and strip away everything you do not need.
(Edited)
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Ray Durkin

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Darius,

Great answer - thanks very much.  I notice you have been on our board here for a couple of years now and really know your stuff.  I'm curious - if you don't mind answering - where do you work?
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Darius - PRODO.us, Champion

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No, I do not. I work for architectural signage company. Primarily I am a graphic designer, but I do web design too and then some. All those skills came very handy when we decided to make our own digital signs. And I am lovin' it!
(Edited)
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Matt Huesmann

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It did hit me that google chrome does not support flash now. Is it possible you have a flash item in the presentation? 
A google search brings that up a bit - http://www.wicproject.com/blog-tips/how-to-stop-shockwave-flash-crashes-in-google-chrome/ not sure its related
(Edited)
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Darius - PRODO.us, Champion

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I though so too when he said about the puzzle piece, but then he said that at times it was working and later crashing, so I was not sure.
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tony

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I am way confused by the behavior.  Here is the very odd thing.  Nothing changed, than we can think of around the time this started happening.  I removed the most recently added presentation, but it still happens.  I started all at once.  
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tony

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Also...no flash.
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tony

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No other thoughts then?
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Shea, Official Rep

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Hey Tony,

Could you please post a picture of the black screen with the puzzle piece. And are there any error messages that come up? 

I also found this: https://productforums.google.com/forum/#!topic/chrome/sEYEYMNULrE let me know if that resolves the issue. 

Thanks,
Shea
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HSuarez

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Hi,

Next time this appears, consider sending a bug report to Chrome https://support.google.com/chrome/answer/95315?hl=en also

The puzzle piece usually indicates that something has broken in the Chrome browser, ie extension, so not a hardware issue.

Another item is what is the file format of the video?  You have mentioned that it's a video with .png layer on top but have not mentioned the file name of the video.  

If you can also please mention the name of the Presentation/s so that we can have a look from our end.

Thanks
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tony

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Have you noticed crashing caused by embedded presentations?  Do embedded presentations overly tax the Rise Player even if the content in them is light (a few jpgs).  So far we've noticed either the issue is fixed or not crashing as often after we removed one of about 4 embedded presentations.  Is there an unwritten rule as far as how many  of these can run in one presentations.  
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Shea, Official Rep

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Hi Tony,

I am glad you were able to get it resolved. I have seen presentations crash because of large numbers of embedded presentations. There really are no rules, written or unwritten. It is more a limitation placed by your media player and the Chrome browser. At a certain point Chrome won't be able to handle that many embedded presentations. 

If you have any questions please let me know. 

Thanks,
Shea
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tony

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I'm not fully sure that it is resolved.  However, we have not seen the issue for several hours indicating a lighter load may help.  For me to understand if the embedded presentation is the issue, I need to know more about how Rise player works.  Is ever embedded presentation opening a new instance of Chrome?  So if I have 6 embedded presentations am I running  instances of Chrome?  In this case is more hardware...RAM & Processor the key?  Or is it simply a matter of Chrome can only handle so much and not matter how much hardware you throw at it, it has its limits?  While I was able to recognize that we have used several embedded presentation the overall presentation was fairly light.  Most of the embedded presentations were simply a few jpgs in a playlist...roughly 1MB or less each.  
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Shea, Official Rep

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Hi Tony, 

I'm going to get all that information from our developers just give me a little bit. In the meantime could you please let me know the name of the Presentation that is crashing and the name of the Company it's in. I'd like to take a look at it and test it out.

Thanks,
Shea