Displays randomly showing up as down

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  • Updated 2 years ago
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I was alarmed last night to see several of my displays down.  It was very late...about 1 am and 95% of our customers were not open at the time and the others were just about to close so I looked this morning.  Oddly the ones I thought I saw down last night were not, but others were.  I used logmein to check one and it was running just fine.  I then went back to my list of displays and some that had been down weren't and another that hadn't was.  I then just started refreshing every few minutes to find the results just as random.  Clearly the software is not reliably showing what is running.  
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tony

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Posted 2 years ago

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Blake Freeman, Official Rep

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tony,

There's a 15 minute delay in the reporting of online/offline status. It's possible that those displays had lost network connectivity at some point before you checked, the status would have flipped to offline, and regained network access before you were able to remote in.

We do have improvements planned to implement a more accurate online/offline status in the near future.
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tony

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I just went back and they are all green.
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tony

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I'm just posting all this so you can see by your own service here with a time-stamp that these changes are happening several times in a matter of minutes and not tied to any longer cycle.  It's like a slot machine.  Just refresh and see what you get.  :)  I only make jokes here because I know nothing is really down and you'll fix this issue I'm sure.  Thanks.  
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Robb, Official Rep

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Tony,

Any chance you can shoot an email to support@risevision.comw with the Display ID's that you are seeing this occur on? Or perhaps the Company ID if there were Displays in an entire Company that had the issue?

Thanks!
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Robb, Official Rep

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Tony,

Thanks for sending in that info! We're going to do some investigating over here and  will let you know what we determine.

We did make a change today that may affect the reliability metrics for those Displays, so be sure to let me know if you see any changes.

Thanks!
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tony

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Curious to know what you found.  This morning I am showing about 30 displays down. (red heart)  I've checked on like 10 of them.  All are working.  One display was downloaded yesterday and has been showing a black heart ever since...never showed a green heart, but it has been working fine.  I'd love to see this fixed.  
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Wendi Borden, Champion

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I'd just like to chime in a little input here.

The short story:
I too am beginning to notice that the online/offline status does not seem to be working very well. I have not been monitoring it closely previously, but a project I started a few weeks ago has alerted me to something going on here. I'm not sure what mechanism is being used, but I don't feel it's super reliable at the moment.

My situation is a little more complicated... We've been looking to use RV for about a year and a half now. We have almost 40 systems in active production. Our old in-house signage solution has over 150 systems. To help our sales and support staff, we try to keep all of our systems together in one admin tool. We provide signage to multiple industries and so almost every unit is underneath it's own sub-company. There's no easy way to see the status of all of our boxes at a glance inside of RV. Additionally, they want to log into one place to see both our legacy systems and RV systems. About 3 weeks ago I decided to automate some scripts that would update the Online Status of our boxes in our own database. 

I intended to use the Last Online Date field to update our own database from RV database. Low and behold, less than a week later, there's an announcement that it's being removed:

https://community.risevision.com/rise_vision_inc/topics/important-announcement-display-s-last-connec...

Not a deal breaker I guess, since the online/offline status is still available. I'll just have my scripts check periodically and write the current date/time to our database. This is all setup and working fine. However I've noticed that often I'll have an "offline" box that I don't expect should be offline. It's further difficult, as these boxes are at client locations and they aren't all inside of one building. I can't physically see that they're working, but when I look at RV the Last Online Time is updating frequently even though the heart is often red.

I'm at the point where I don't know whether to assume it's their flaky internet? Is it something changing inside of Rise? I noticed another post that the user was having problems because access to talkgadget.google.com. I'm assuming since these boxes do work (maybe 80% or more of the time) that network access is not the issue. I'm just a little stumped.

For instance, one of the displays I've been watching this morning has gone red at least 3 times in typing this message, but the time is within a few minutes of the current time. I've done all I can do for our staff here to keep them apprised of the status of the box, it's just not feeling super reliable.

So no major complaints here, but wanted to throw in my experience.
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Örjan Fredriksson

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We have had much trouble with on/off-line statues and this must be adressed. No 1 is online time. 2nd should be graphical possibilities. Maybe we could get an offline email or something . We have installed own IP watchdogs to help this situation. But would really like to see an effort to make this perfect. The red/green/black should be changed to ON or OFF -line. Our clients is often without power and it would be great to take this offlines in higher respect. As I understand the black indications recently was fixed.
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Robb, Official Rep

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Orjan,

Both the issues with Displays showing up with the incorrect status and the Black issue were addressed recently, so you should be seeing those corrected. Please let me know if you are not.

Regarding emails, we removed that from Rise Vision for the reasons mentioned here.

I hope that helps!
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Robb, Official Rep

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Hi Wendi!

I got some Display ID's from Tony to investigate, but it's possible what you're seeing could be due to a different issue.

Any chance you could shoot me an email with some Display ID's that you're seeing the status not being reliable with?

Thanks!
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Wendi Borden, Champion

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Just an update.. I did send Robb some Display IDs.. however, I've not had any noticeable problems since I posted. I did find one error in my scripts that weren't waiting long enough for the full list - so that was likely part of my problem. I'm still bummed to see that Last Online field go. Will make it increasingly harder to actually tell if there is a problem. As for now, we're rocking and rolling along :) Thanks as always!
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Dave

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Wendi,

Not a cost-free suggestion but we have always supplemented our RV display status monitoring with TeamViewer. We have been with Risevision since almost day 1 and they had always provided a good first line of defense for outages. But back when the display offline alerting feature was removed, we had to do something a bit different.

For years now we have proactively monitored our display status on the Teamviewer web console or on the TeamViewer mobile apps as a  first check. This does not solve for a lack of alerting ( we have not purchased TeamViewer's IT-brain tools) but it does give us interval-per-second, multi -OS  operational status and insights, with an immediate pathway to a remote session if  required. 

We tried 5 or 6 different tools and (TV8 at the time, now on version 11) this is where we stopped.


Dave
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tony

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Dave,

What is the cost of TeamViewer?  How many displays are you monitoring?  
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Wendi Borden, Champion

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I absolutely love TeamViewer Dave! I've used it for my personal PC's for years.

For my situation it's not a solution, unfortunately. We're using Chromeboxes. Yes I'm aware they are no longer supported, but we rebranded the app and management is happy with the cost. We've been purchasing the licenses and Chrome being frozen at a specific version has meant no surprises. We're also not super keen on giving them access to a full desktop suite (for security reasons). I most certainly would not move to a Windows or Linux box without some remote capability, and TeamViewer would more than likely be it! :)

Tony, last I checked (and understand) it's about $850 for a single user.. that's unlimited endpoints, but I believe it was capped at 200 unattended devices.

https://www.teamviewer.com/en/pricing/
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tony

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Thank you for that.  We have been using Logmein, but the licensing has changed quite a bit since we started using it.  What was "free" in the beginning comes with a fairly hefty price tag now.  We manage roughly 60 displays.  
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XMedia Dubai

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try screenconnect, it has triggers so when any display is down, you get an alert via email.

regards
Prakash
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rcruse

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The red and green dots have rarely been accurate for us either, but this has been the case for years now. I thought it was one of those known issues that everyone just worked around. 

For example, we have staff from each campus walk around each morning to see if the TVs are up or down, and then send me a daily status report. If they find one down, they usually have to restart the media player, and it comes back up.
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tony

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Ours were fairly accurate until recently.  
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Robb, Official Rep

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Thanks for the additional information everybody. We are taking this matter very seriously and are looking at the best way to deliver this information reliably.

We will update everyone when we have more information.

Thanks!
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Robb, Official Rep

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Hello everybody!

I wanted to let you all know that we made a change yesterday that appears to have corrected this issue, and we will be monitoring it closely moving forward.

Please let us know how things look on your end now.

Thanks!
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tony

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Thank you Robb!