Error connecting to server on one out of two displays.

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  • Problem
  • Updated 3 years ago
  • Not a Problem
We're getting an error message that says "An error occurred while trying to connect to the server. Retrying in xx seconds". We have two different displays running and the other is working fine. A restart of the machine did not clear the issue.  Also tried manually clearing the cache as recommended by another support article. To no avail.   Any ideas?
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Tech Resources

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Posted 3 years ago

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Matthew Fisher

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Tech Resources,

Generally you see that if the player is having difficulties reaching out to the platform.  Since you're not seeing that on the other player (and we're not seeing it here), you may want to check the network configuration and cable connection to make sure it's still established.  You can also exit the player (ctrl-w) and use a browser to see of it is having problems hitting other sites.

Here's a link to the network requirements page if you want to confirm that those addresses are available:  https://help.risevision.com/user/advanced/display/network-requirements

Thanks,

Matthew
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Matthew,

All the network requirements are met, and we can access other sites so connection isn't a problem.  We tried accessing the url through a different version of Chrome (not the one installed by the rise vision player) and as it loads we get a brief 1 second flash of our display background before it crashes.  Does that shed any light?

Thanks.
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Justin, Employee

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Tech Resources,

What OS are your players using? Are they on the Native Rise Player or do they use the Chrome App Player?

Justin
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Matthew Fisher

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If a version of Chrome (or Chromium) is automatically added when you install the Rise Player, you may be using the native version.  Can you go to google's site and install the latest version of their browser, then follow the appropriate section of this link to use the latest version of the Chrome App version of our Player?   https://help.risevision.com/user/create-a-display

Thanks,

Matthew