Having Issues with the Chrome Extension App

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  • Updated 3 years ago
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Hello the RV team, and forum Members,

 Last week we noticed that our web page widget stopped working. While viewing the forum we noticed that the native rise player no longer supported win 7 and that was causing the issue. Therefore after reading the suggestions to switch to the chrome extension player was the only viable option.

Since the change, my team and I have been experiencing a variety of stability issues with the system. We noticed that a few other forum members have been experiencing some what similar issues with the chrome extension rv player. Before I posted to the forum, we have made adjustments to the network and computers to counteract any of the problems. Some worked, while other issues continue to persist.

****RV Team, I have emailed support with a link to three of my presentations for you to see and conduct troubleshooting.

Here is our list of hiccups and issues our screens have been effected by the new extension rv player: 

  1. Reboot and ability to automatically launch the Extension

This has by far been the biggest issue for us and causing us the most concern about the new player. What we have been experiencing is the following:

  1. When one of our devices reboots, the player no longer automatically starts on the machine. We have to either manually or remotely do so. This is a step backward for sure. We have to deactivate the task scheduler since when the scheduled reboot occurred, our screens would remain on the desktop until we manually started the player. Therefore to ensure the stability of the rv player we have to mannually restart every screen every 1 to 3 days depending how unstable the content has become.
  1. The reboot computer button on the display section of the system no longer works. Instead of rebooting the computer like it used to, it now restarts the chrome extension rv player. Therefore setting an automated reboot is pointless, due to the above reason

                                    

  1. Video Playback Performance

We have been experiencing glitches with some displays where the presentation would only show one video on repeat, or show only videos and no presentations. In some cases it would freeze on one frame of the video until the player had to be restarted. We attributed this to it probably being a performance issue of the rv player running too long with out a machine reset. However this has been a yes and no issue since after a reboot or within 24 hrs of a reboot there have been times when this has occurred. Very frustrating since it does not seem to be an issue that we can pin down.

   Perhaps this is related to the video item, and that is why it is no longer supported? 

 

  1. RV Extension Player Crash

Today has  been the first time that a player had crashed completely...ie spinning loading grey screen, and white screen afterwards. I wish we had the ability to inspect what was wrong, but we have yet learned how to do so with the chrome extension.

 

  1. Remote Monitoring interfering with Rv Player launch port error 9499

 

Since we remote monitor each display with Logmein we have noticed that the error screen captured below happens every time we are logged in remotely to a machine and have to restart the extension player. Not sure if this is interfering with the stability of the player?

Overall it is unfortunate to see that the RV extension player is a step backwards for overall stability of the system. However I don't blame the RV team, I blame the system (i.e. being at the mercy of Google). However we hope the RV team takes these issues seriously, because I have been using Rise vision Open source player since day one, and at this point this instability really makes it hard to provide the level of service we strive for with our clients.

I look forward to your feedback.

Regards,

David


 
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David Perelman, Champion

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Posted 3 years ago

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Alex Kolenoff

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Hi David, I am just going over your post and will get back with you on it.
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zalmyk

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David, we have migrated back to the Rise native player due to stability issues. Unless you need it for new content types, the old player should work. 
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Blake Freeman, Official Rep

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zalmyk,

It's fortuitous that you mentioned that. We have seen the issues brought up by our community about the Rise Player Chrome Application, and are currently developing a new, fully supported native player with updated browser. This new native player will take advantage of all of the new content functionality that we have introduced. Stay tuned. 
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Alex Kolenoff

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Hi David, I think we should address these one at a time.

1.  Regarding the Player not starting at reboot, you should copy the Rise Player shortcut into the Windows startup folder, and ignore the reboot time setting on the player properties.  That reboot setting still works with the native player though so we have not removed it.  You should also re-enable the Scheduled Task to reboot nightly.

Note that we are also currently working on a new native player.
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David Perelman, Champion

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Hello Alex, Blake and Zalmyk,

Zalmyk - Thank you for linking to the other post, my team and I will look at implementing these automatic restarts based on the method indicated. 

Rv Team,
I am really glad to hear that you guys are working on a new native player for windows. 
Please feel free to use my presentations for testing since I think they would provide a good benchmark for the new player.

Any ETA on the new native app would be great to know? 1 month, two months? 

Outside of what I have mentioned in the above post, we have noticed a new issue today.

Today randomly a bunch of our displays would randomly shut the chrome extension rv player down, and remain idol on the desktop screen. We have never seen this before, and I was wondering if this is the result of cache issue? Some machines have crashed more than once today, and the only way to solve it was by restarting the machine.

Would that reboot script mentioned above correct this issue as well?

Regards,
David
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Alex Kolenoff

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Hi David,

There is a good possibility that what you are finding with the displays at the desktop may be due to Chrome updates since they released another update just a couple of days ago.  We have been suggesting a third-party software called App Monitor which can be configured to check and restart the player if it detects that it is not running. https://community.risevision.com/rise_vision_inc/topics/rise-player-on-windows-crashing-use-applicat...

This may tie in with the LogMeIn Remote Monitoring you posted about.  Rise Player uses Port 9449 and from what you said, so does your remote monitoring.  I am not aware of anything Rise can do about this but I was wondering if you could look into whether LogMeIn can be configured to use a different port?
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David Perelman, Champion

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Hi Alex,

We are looking into to it now to see if this can be changed. 

So far the error doesn't seem to be effecting the rise player when it starts.

Any ETA on the new native app for windows?
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Byron, Keener

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Hi David, no ETA as of yet, but we are working on it. Watch the community for updates. Thanks!
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zalmyk

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Hi David, On a side note, you may want to check out ScreenConnect for remote monitoring. It's much better then the competition  https://www.screenconnect.com/Compare-Cost?t=1