How many others are having countless problems with RiseVision players/devices?

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Long story short, 2-3 years ago we as a company switched everything over from SignagePro to RiseVision, we have 75 different sub-companies all over the USA and Canada, forever we have purchased RiseDisplays Ubuntu powered Intel NUC player. In the last 6-9 months we have had nothing but issues on our sites, units not connecting, server errors, countless Chromium/software update issues, not displaying, website updates/changes, etc, etc.

For years this system was working great and I loved it, simple and it worked........now, the amount of calls and emails I'm getting is very deeply disturbing and aggravating. On top of that one of the devices that we use for elevators, RiseVision just stopped working on it, out of the blue, do you know how much of a pain it is when over a dozen jobsites call you in one day because their devices can't/won't display.

Seriously RiseVision, it's so bad right now I'm looking at wiping all the RiseVision Ubuntu players and having them redirect to the digital media site that we had to create because of the crash your changes/updates created.
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coppertop001 .

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Posted 1 year ago

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Robb, Official Rep

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I'm sorry to hear that you are running into issues with these Ubuntu devices!

When you say it stopped working, were there any changes to the network or device that may have caused it? I know I spoke with one of your techs on the phone, I believe last week, and we went over the entire Linux installation process, and it appeared to work like a charm. I recommended following those same steps on any other devices that are having issues, and I was under the impression that all issues had been corrected the last we spoke.

Are you guys still having issues with those devices?
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Robb, Official Rep

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Hi there Coppertop,

I've reached out to you via email for some additional information. I look forward to hearing from you!
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Darius - PRODO.us, Champion

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All of our issues (more then I would like to see) are related to hardware failures... Intel Sticks dropping HDMI signal (NUCs do not do that), digital signage TVs not turning back on occasionally after reboot, failing USB WiFi adapter. The Rise Vision software however has been pretty solid f(Windows based), but we had Windows OS based problems (update messages, failed remote keyboard app message, not booting up after OS update). personally I believe that RV has pretty darn good product on software side (Windows OS at least) considering the price ))) and I personally love web browser method for a content player. However, I started thinking to shop around looking for a more stable solution because all those hardware failures are killing us, it is so frustrating and demoralizing.

I wish Rise Vision found some solution for their proprietary hardware-software combo solution.
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coppertop001 .

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Robb no networking problems or changes done on this end, buildings just want the stuff to be reliable and don't mess with things, 330 Rathburn has a unit that just stopped playing, gave the grey screen with the loading wheel of death...........you guys said it was the software version being too old (I call BS as all the other units are similar age), we went there did the update and still the same grey screen with the loading wheel of death. Skyline on Yonge just called yesterday, 5 out of 6 units just went down, connection to server error, but one elevator is still working so it shows the network still works. 33 Elmhurst, 3 units went down due to a network issue that I fixed (not my equipment that failed or yours), then later that day 2 units went down, got the call that the 3rd just went down yesterday but it's still showing as online. And these are just the calls in the last week, 330/350 Rathburn has just had continual problems specifically on one or two devices.

Like I said, it's just been ridiculous the amount of problems since you guys had to switch from Chromium, website updates/tweaks, changing things around that it's become a huge problem internally and we are in a loosing battle to keep the clients happy.

Darrius, agreed, the web platform is good (wish though they wouldn't change the layout as my clients don't use it everyday, maybe once a week or month and changes mess them up), but yes the hardware end could use some serious looking at. Ubuntu NUC players have been an issue in the last while, we had a job that the screen rotation needed to be 180 degrees but the NUC player didn't like the screen we use and gave major issues/crashes, we had to update the Ubuntu to 16.04 (fortunately the site had an in house IT team that was great and did it for us as the units got turned over), Ubuntu when there is a power spike/failure goes into a "safe mode" boot similar to windows, but unlike windows it won't time out and load auto, rather it sits there in safe mode until the client plugs in a keyboard and hits enter....really? Then when I ask support they are like "oh yeah just do this sudo thing" yeah.......how about RiseDisplay does that before shipping the units? Lastly the software updating, before it was great because it would do it automatically, now we have to run around to 76 different customer sites from Miami to Quebec City, Washington state to Washington DC to update everything........nope.
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Robb, Official Rep

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Regarding the "330 Rathburn has a unit that just stopped playing, gave the grey screen with the loading wheel of death", this sounds network related, OR the Schedule going to that Display may not have a Presentation assigned to it. Can you respond to my email with the Display ID to that unit?

If I recall, all of these are on Wifi, is that correct? Is it possible for Skyline on Yonge that the 5 of the 6 units were disconnected from the Wifi?

For those troublesome units at 30/350 Rathburn, would it be easier to just replace those units rather than try working on them while they continue having issues? I believe you have been through the RMA process before, which is listed here, but correct me if I am wrong.

Regarding the "sudo thing", I think you may be referring to my recent conversation where Akin and I installed the Player, is that correct? We didn't do any sudo actions in that instance, however you needed the Rise Admin password to continue with the installation. Perhaps I am remembering the wrong conversation.

Regarding the update, I explained the same thing to Akin; the older versions of Rise Vision Player will not auto update, and are no longer supported. This is why we recommend upgrading them to the latest version of the Player, which is what Akin and I walked through on the phone. This version automatically upgrades

If you are still continuing to see issues, which is sounds like you are, if you can respond to my email request for the Display ID's having issues, we can look further into what may be causing that issue.

Thanks.
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Robb, Official Rep

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Hi there coppertop,

Any chance you can reply to my previous email with the Display ID's of the top 5 Displays you are having trouble with? I can take a look at the logs for those Displays to be able to give you the reasons as to why they are having issues

Thanks!