File blocked

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  • Updated 4 years ago
  • Solved
I have a customer (A bank) with multiple locations.  Today when changing media I had two files that have red exclamation points next to them.  I have never seen that.  I clicked on it and it said "this file is being requested too many times and is blocked".  Oddly...those two files play EXACTLY the same amount of times as every other file on that playlist.  ...not to mention I'm a little perturbed that I pay $60/month to Rise for use of the library and ANYTHING being blocked.  I need this fixed ASAP.  
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tony

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Posted 4 years ago

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tony

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Turns out nearly the whole playlist is showing as blocked now.  Apparently Rise is out to shut me down.  
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Blake Freeman, Official Rep

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Hi tony,

Please email support@risevision.com, we'll get this cleared up ASAP.

Please ignore the auto response email that directs you back to the forum, I will be in touch right away.
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Blake Freeman, Official Rep

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tony,

After further investigation it does not look like the a Display ID is being provided for request to your files which is causing the issue. We will look into this and see if we can identify why. In the mean time, we recommend you update to use the Rise Vision Chrome App Player which you can find at risevision.com/player. If you have any problems making that transition let us know.
(Edited)
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tony

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Blake,

It appears as though I only "thought" the issue occurred because of the two new branches we set up.  However, these two new branches accounted for 3 new screens (PCs) running.  We are still having the issue.  I think the issue was caused by policy that was recently written into the process and had little to do with what we did on this end.  In the future it would be most appreciated to get a heads up before changes are made that could stand to shut down an entire network.  
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tony

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9 am the next morning.  Over 1/3 of all the machines have been changed over, but still my files are showing as "blocked".  
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Blake Freeman, Official Rep

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tony,

I'm monitoring this situation and will be in communication with you on the subject.
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Blake Freeman, Official Rep

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tony,

Could you please update me when you have all of the players transitioned to Chrome App Player?
(Edited)
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tony

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This is definitely based on something Rise did recently.  We have changed over 8 of the machines now and still the problem persists.  We only added one location within the last few weeks and that represents 2 machines.  The issue was just noticed yesterday and we are in these machines a lot...so I am fairly sure it just started yesterday.  Maybe the day before.  ...but 8 machines into the process it is still not corrected.    
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tony

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As I feared the complaint calls have started coming in.  I can't believe you guys would do something like this without a heads up first.  ...biggest misstep quite some time.  
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Blake Freeman, Official Rep

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From my end I can confirm that we are seeing the Display ID with the request for files in your Rise Storage account, which is good. Can you confirm how many Displays are pending having the Chrome App Player installed? 
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tony

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I can tell you we are having a hard time completing the task because of all the email and phone complaints that keep coming in.  I don't have time to count, but over 75% of them are finished and still no resolve.  I can't believe this is something you can't reset from your end.  ...ugly mess.  My phone won't stop ringing.  
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tony

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I think it is under control now.  We have it limited to 4 machines and the access to the other files seems to be back.  
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tony

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There seems to be no rhyme or reason.  We're being throttled again.  I was alerted by the emails that started pouring in again.  
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tony

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At one point I was running four machines that were not changed over and the issue resolved itself.  Now I'm down to 2 and still be throttled.  This is not selling the Rise Library service.  
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tony

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Tomorrow starting with my smaller companies, you will start seeing my library usage migrate away from Rise.  This day has been a disaster for one of my better customers.  I can't afford days like this.  
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Blake Freeman, Official Rep

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tony,

I'm now seeing that all of your files are unblocked. It looks like the move to Chrome App Player solved this issue.

I'm terribly sorry for the time this has taken to resolve, and the frustration it has caused.
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tony

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Thank you for following through.  It was a rough issue, but I appreciate the effort that went into getting it resolved.  
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tony

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Not this morning I have a display being blocked.  Every single display (16) is the same, yet this one is being blocked.  I really can't afford all these problems with this customer.   
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tony

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Also...regarding the "This display is blocked" message.  I am sure that sounded like a great idea when being developed.  It certainly lets the user like me know.  However, in a professional, especially in a banking environment it makes it appear as though the customer either has PC issues (viruses etc.) or they don't pay their bills and have been shut down.  Either way, it doesn't instill confidence.  You guys have to start working like you're working for my customer...not me.  We have large logo desktops for our customers so that if a display simply didn't come on the look is still clean and professionally branded.  Announcing to the world that a display has been blocked might work in a small office setting or manufacturing environment, but it doesn't instill confidence in banking or restaurant and that impression is cast not upon me but on my customer.   As my young sons would say, the large cryptic "Blocked" message is an "epic fail."   
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Blake Freeman, Official Rep

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tony,

Usually display blocking is due to a hardware, software, or network issue on the client end. Please see the help documentation here. At first thought, if it is the only display out of 16 that has been blocked, it sounds like chrome may be crashing repeatedly. You can make your way around this by creating a new DisplayID and adding it to that player, then monitoring the player for crashes.
(Edited)