Blank screen after logging in

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  • Updated 3 years ago
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I have had this problem since late yesterday and have not been able to trouble shoot it on my own.

When I log into Rise Vision (the log in process appears to run just fine) I am presented with a blank screen where the editor should be. I can't see the top menu for selecting presentations, gadgets, displays, and schedules. But the other UI elements appear to be in place.

I tried clearing my cache (from the beginning of time), as well as logging in from a different computer. Neither worked.

I also tried logging in to some of the other sub company accounts that we are using and each of those worked fine for me, but lack the permissions and access that I need.

I am going to try to have someone else who has permission to add and remove users in the main company remove and readd my account (though my account was the one that created the company originally, so I am worried that this will cause additional problems). But while I am waiting for them to be available I wanted to post something on the forums to see if there was some other way I might be able to resolve this issue.
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Joseph Mayberry

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Posted 3 years ago

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Ray Durkin

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Joseph,

Just a couple of high level questions for you - are you using Google Chrome to log in?  (based on the 'since the beginning of time' comment, I'm guessing you are.

Have you tried logging in using an incognito window?
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Joseph Mayberry

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Yes to both. I also tried logging in with a different browser, with the same results.
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Ray Durkin

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When you logged into the sub companies you mentioned - I'm assuming you did that with a different google ID than the one you are having issues with - correct?

You are definitely on the correct track.  If there is another user on your main account that can log in and verify your user status and permissions, that is the next thing to check.
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Joseph Mayberry

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Was able to do that too, and I am still listed as a user with all of the correct permissions.
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Ray Durkin

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Can you make sure that all cookies (including 3rd party) are enabled and that you don't have any plugins that manage them (cookies) or hinders javascript?
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Joseph Mayberry

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They are in enabled, and nothing I could find that meets the other requirements. I am still able to log in with other accounts on this machine and in this browser, I believe that if there were conflicts of that nature this issue would present for other accounts on this machine as well.

If I remove the account (even if it was the one that created the company) and readd it, could that solve the problem?

Or would it potentially cause issues with the company itself?
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Ray Durkin

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You certainly could try that - it should not cause any problem with the company as long as there is another user in there that can add you back and you don't end up trapped out of the company.
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Joseph Mayberry

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well, that didn't work. I removed and re-added the account, but the issue persists. Given that it has to be something to do with the settings for that google account, but I tried removing the Rise Vision Authorization and giving it again, but that did not seem to work either.
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Ray Durkin

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Have you tried logging in from a different computer on a different network altogether?
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Joseph Mayberry

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Just tried, same results, completely different network but the same results, at this point I am almost certain it is something unique to that specific google account, I can't make sense of this problem persisting for only that account across multiple browsers, computers, and networks while another accounts continue to work without issue... what that problem with the account is I haven't a clue, but at least it has been narrowed down some.
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Ray Durkin

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Yes - you can try creating a new google account and adding that just to verify.
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Joseph Mayberry

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Other accounts work fine.

What is strange is that I still have access to company storage, the store, and everything else when I logged in as that account.

I just can't see the editor or access any sub companies. The editor is just blank space, and when I click on my account in the top right corner of the screen the menu that appears is empty save for an option to sign out. There are no errors being logged in the console that I can see either. And I am as of yet unable to find any glaring differences between this google account and others that are still working.
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Be Phan

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I have the same issue.  I created a new account and can see all the options when I select editor.  I have tested this on different versions of Chrome, FF and IE on different machines.  the results were the same for the account in question.  Our remote displays are still working but I cannot edit them due to the blank screen after logging in.  Is there something wrong with the account?
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Alan Clayton, Official Rep

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Joseph or Be - to try and isolate the issue you are seeing, could one of you please try to access Rise Vision using this URL, http://1-08-012.rvauser2.appspot.com/ and let us know if you have the same problem? 
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Blake Freeman, Official Rep

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Joseph, Be,

I have tried adding a user to your accounts and I have not been able to replicate this. Are other users on your accounts experiencing this problem, or just your accounts? Is there any way I could either set up a remote session with one of you, or we could get a screen capture video of what is going on?
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Joseph Mayberry

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Alan, I tried logging in through the link that you provided and received a "400 error: redirect_uri_mismatch"

There is more information displayed below this error message when I request more details from that page. If that information could be helpful in isolating the problem I can take a screen shot of the page and sent it along to someone.


Blake, I've tired creating a few new accounts (currently I am using a secondary account that I created after this issue started so that I am still able to work on and maintain my current displays). So I am not surprised that  you were unable to recreate the issue in that fashion.

One other user in our company has been experiencing similar issues, they started at about the same time as they did for me, but all other users have not reported any issues logging in to the editor.

My schedule is relatively open today, so it might be possible to either record some screen captures of the issue, or to set up a remote session.
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Blake Freeman, Official Rep

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Joseph,

I've emailed you with some remote connection info. Thanks for being available!
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Curtis Atmarow

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I started having this same issue as well since late yesterday. When logged in, I can't see the "Presentations", "Gadgets", "Displays", "Schedules", "Settings", "Network" menus at the top of the screen. I only have my main company set up with no sub-companies. So all my presentations were set up with this main company login. I'm actually in the testing phase of setting up digital signage at my workplace. So I only have one display set up so far with a chromebox using Rise Vision. Just by chance I happened to move the chromebox from one location in the office to another late yesterday and so I thought that this caused the issue. But that didn't make sense that my menus would disappear when the chromebox was moved. The chromebox is still pulling my presentation fine and is running well, but I just can't get to my stored presentations and edit them when I need to.
(Edited)
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Blake Freeman, Official Rep

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Curtis,

You are correct, moving your Chromebox would not cause this issue.

We are investigating this as a possible system-wide bug that is only affecting some users. I'll update when we have news or a fix in place.
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Curtis Atmarow

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OK. Thanks for the quick response.
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Joseph Mayberry

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For others who are having this issue, it isn't a perfect solution (and requires that at least one other account has been created with the correct permissions) but it seems as though the issue is isolated to certain google accounts - why I do not know. But this means that you can create a new account within your company and you *should* have access to all of your presentations and settings.

This is what I am currently doing to be able to continue to work on my presentations and displays while the issue is being investigated. Hopefully that will work for most of you as a temporary solution.

Thanks again Blake, Alan, and Ray for looking into this so quickly.
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Blake Freeman, Official Rep

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All,

We have rolled back to a prior version of the website. Please clear your cache, and give it another try.
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Curtis Atmarow

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Perfect!. My login works properly. All menus are there for me. Thanks for the fix.
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Joseph Mayberry

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Fix seems to be working well, I did notice that when I view the storage for my company (or sub companies) the errant "create account" button returns and clicking on my account in the top right shows the same blank menu that was originally reported (with just the sign out option displayed).


I can still see the storage fine, and if I return to the editor I am able to view everything normally (and the create account button is gone again).

Not a big issue, just wanted to let you know about it.
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Blake Freeman, Official Rep

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Joseph,

Thanks for the heads up, I'll be looking into it.