Chromeboxes do not come back on after scheduled reboot

  • 2
  • Problem
  • Updated 4 years ago
  • Not a Problem
  • (Edited)
EDIT MARCH 21, 2018: Please note that all conversations related to Chrome OS in this Community should be considered obsolete and out of date. As announced in our new Community, Rise Vision is adding support for Chrome OS with a new version of Rise Player for Chrome OS.

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All our displays have a 3:00 AM scheduled reboot - and they do not start backup. We have to manually press the power button to get them started again. We use Asus Chromebox with RisePlayer App version 1.24.21 and viewer version 1-06-29. The Chromebox is running Chrome version 35.0.1916.155. I can replicate the problem by changing the scheduled reboot time. When I changed it to 4:45 AM I can see the Chromebox powerlight go out and it doesn't come back on
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Joy Huffman

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Posted 4 years ago

  • 2
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Neal

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Hi Joy,

I haven't come across where the Chromebox doesn't come back up during the Scheduled Restart. We haven't had any ASUS Chromeboxes here (all of ours are done by Samsung).

Are your devices set up in Chrome Device Management or are they in Kiosk Mode?

Thanks.
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Joy Huffman

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We are using Chrome Device Management, set up according to the directions from Risevision. But I can try using Kiosk mode on one of them to see if that makes the difference.
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Neal

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Thanks for the update.

If you could let us know the outcome, that would be great.

Thanks.
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Joy Huffman

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Huh! When I set one up in Kiosk mode, it came right up after the reboot. So it looks like I will have to powerwash the other Chromeboxes and set them up in Kiosk mode.
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Joy Huffman

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new problem! 2 out of our 6 displays stopped responding at 6:30 PM last night. we have all the same Chromebox (Asus), all the same type of monitor(LG)

Where do I start with troubleshooting this?
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Neal

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Sorry to hear you're getting frustrated.

Are all 6 machines running the same content? When you say they stopped responding, did the Presentation freeze, or did it just shut down?

Thanks.
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Joy Huffman

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Yes - all 6 are displaying identical schedules. When I checked them this morning, both the TV and the Chromeboxes were off. The monitoring email that I received says:
Hi There,

We have noticed that the following Displays in Company "Mississippi Bend Area Education Agency" on Rise Vision haven't checked in recently to the network and from what we can tell they are currently scheduled to be showing content. They may have experienced a temporary Internet disruption, and could still be showing content from their local caches, but you might want to check into this further to confirm.

LC Main 07/15/14 6:45 PM EST 729 21st Street, Bettendorf, IA, US, 52722
LC Ground Floor West 07/15/14 6:45 PM EST 729 21st Street, Bettendorf, IA,
US, 52722
LC 2nd Floor 07/15/14 6:45 PM EST 729 21st Street, Bettendorf, IA, US, 52722
LC 1st Floor Early Childhood 07/15/14 6:45 PM EST 729 21st Street,
Bettendorf, IA, US, 52722

Any questions please don't hesitate to contact http://community.risevision.com

the display on 3rd floor, and the display in the 1st floor hallway were unaffected.
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Neal

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Joy,

Since the TVs were off as well, could somebody have gone in and turned them off manually?
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Joy Huffman

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No - and here's new data: after this afternoon's scheduled reboot at 3:45, we had two (the same two that did NOT go down last night) fail to come back up. The TVs were still on, so I manually pushed the power button to stat up the chromeboxes.

I also set up monitoring on our Solarwinds so we can get more granular reporting on exactly when they stop responding
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Neal

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That is strange. And the other 4 responded as expected?

Unfortunately, we haven't seen any restart issues with the Chromeboxes we have here (I did find out we have a couple of ASUS ones as well at a different location that have not had any problems).
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Joy Huffman

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Here's the latest update - I have an Acer chromebook that I added as a display - and thi sone never goes down. It is running the same display as the others. So it sounds hardware-related. Are there any different versions of the RisePlayer App that I could try?
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neal

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In terms of a Player that is compatible with the ChromeOS, we have only the one version that is supported. Would you consider going to a different version of Chrome (beta vs stable for instance) to see if that makes a difference?
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Joy Huffman

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OK - I can give that a try
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ChadK

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Just wanted to chime in here. I'm also having problems with Chromeboxes not coming back on after a scheduled reboot. It's absolutely unnerving and has me ready to pull out what remains of my hair.

On my desk I've got two Chromeboxes that work spectacularly, rebooting properly on schedule and always coming back online, whether or not they're even connected to a display (the only issue being that if they're not connected when they reboot they fall back to a lower resolution, but that's not a big deal at all). But I've got some at a client's location that fail every time they try to do a scheduled reboot.

I'm checking each tiny difference between the two setups now, at least as much as I can without an extremely expensive HDMI broadcast system, but I haven't found a solution yet. Any new workarounds on your end? Either way I'll report back with what I find out. I have a few things I suspect, but I'll let you know once I've checked those things out.

And WHOA! A whole new community design!
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ChadK

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Hi Joy, if you're still following this thread, could you let me know a few things about your setup? Are they wired or wireless? More importantly, are they plugged straight into the wall for power, or do they connect to a UPS battery backup system? I'm having the exact same issue at a client's location, but the only way I've been able to replicate the problem here in my office is through a convoluted setup using a Master-enabled UPS with the master device turned off during the reboot time. Just trying to figure this out!
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Neal

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Chad,

I haven't encountered a problem with the Samsung made devices I have here.  I can say that they aren't connected to a UPS system, and they are wired to the network.

Thanks.
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ChadK

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Yeah I think the Samsung boxes may be immune for some reason, but I'm having so much difficulty reliably replicating it that it's tough to say. I've tried to build out the exact same system on my desk as my client has in their office, but I'm lacking a few very expensive pieces of hardware. But I did finally get mine to fail twice yesterday. Not sure if this is helpful at all, and it might just be a fluke (I tried two at once, but only one failed to restart), but if I plug the boxes into my UPS, which is mostly unmanaged but does have a built-in Master feature (so it sometimes doesn't like other stuff turned on if my primary computer is turned off), I can get one to fail on a scheduled reboot. I'm trying to figure out if these Asus boxes cycle power differently, and if there is something in them that is sort of inheriting other system's power management, or if my UPS considers them a different type of device or something.

It seems possible (though not really feasible and pretty far-fetched) that my UPS senses my computer being off (the Master device) and when the Chromebox goes to reboot, if it powers down for even a tiny moment, the UPS might shut power to that plug, assuming it is turning off to match the Master device's power, preventing it from restarting correctly. I know it's a long shot, but I'm short on ideas. It kinda makes sense, because I've had UPS systems before that would almost limit power to other devices until the Master was turned on, or turned everything else on with the Master (even without the USB management software installed). I don't have the same UPS system as my client, but I'm considering all options. Unfortunately, access to the actual boxes requires extra clearance and an escort, so I can't just camp out there for a few hours trying different combinations to narrow it down.

Who knows? But I'll keep you posted on anything I can figure out!
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Joy Huffman

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ChadK: We are wireless hear (Aruba) and the Chromeboxes and Displays are plugged directly into wall sockets; no UPS. I don't think it's wireless because we have other devices connected wireless (and monitored) that do not drop connection to the network.

But all units do not go down at the same time so it doesn't appear to be a power issue. I have a Chromebox sitting in my office and nothing else goes down. I do have an Acer Chromebook set up with the Risevision App and, while it does go off at random, it is only a few times a week. Because the App is running on different hardware, I really think it has to be the app. I even took one of the chromeboxes home and attached it to my home wireless network. And it shut down there as well. I have some running in Kiosk mode and some configured with the Chrome Device Management. It is Very Frustrating - I don't know what else to try.
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Joy Huffman

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Neal, I'd like to purchase a Samsung Chromebox to test - what model are you using?
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Neal

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We are using devices similar to this one.  The one I have has a different case to it, but the guts appear to be the same.
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Joy Huffman

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Neal - we bought a Samsung Chromebox (which is no longer made!) and used Ethernet instead of wireless - and same thing happened. It just quit displaying at 4:00 AM . Is there any way I can get the previous version of the RiseApp player? I do not know what else to try....
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Joy Huffman

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Hmm - it seems the Chromebox was connected to the network via wireless, even though I had it connected with ethernet and it was pulling an IP address. So now I disabled the wireless on the chromebox and will try the test again.
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Neal

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Thanks for the update Joy,

There is only one version of the Chrome App Player to provide at this time.

Thanks.
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Joy Huffman

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All Chromeboxes dropped at various times during the weekend. Including the Samsung that I had connecting with Ethernet
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Neal

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Joy,

Would you mind emailing support@risevision.com with a link to a Preview of the Presentation used on the Chromebox?  I wouldn't mind seeing if it is related to that, since I'm not seeing any issues here.

Thanks.