Image and videos widgets not displayed from time to time

  • 2
  • Problem
  • Updated 3 years ago
  • Solved
Environment:

  • Chrome OS: Chrome 47.0.2526.110  (Domain managed)
    Riseplayer : RisePlayerPackagedApp 15.11.20.7944
    same issue with :
  • Chrome OS: Chrome 48.0.2564.109  (not domain managed, automatic update for Chrome OS)
    Riseplayer : RisePlayerPackagedApp 15.11.20.7944
  • Displays reboot each night at 02:00am
  • Schedule planned from 07:00am till 20:00 every week-day.
  • Special:
    Pictures and videos picked up from our cloud digital asset management tool (DAM) available on the Internet (http://www.keepeek.com). All videos and images are on public mode.
  • Page
    Including one main placeholder with a sequence of videos and pictures picked-up from our cloud digital asset management tool

Description
From one day to the other, some (but not all) videos and images set in a placeholder are not displayed. But, when they display, it works till the next day where some may be missing. If we reboot the station, this may fix the issue but not always. We have checked that when media is not shown with Rise player, it is however available from our DAM.
When I say media is not shown, in fact, the placeholder stays black for the duration set for the widget (in general 15 seconds for each image).

I'm a bit puzzled :
  1. I suppose, it might happen that when Chromebox reboots during the night, our DAM may be temporarily unavailable (I would be surprised but I guess it might happen) so that the image and videos are not available.
    But in this case :
    1) I would expect that Rise player gets the media from the local Chromebox cache
    2) If the media are new and not yet in cache, I may understand that if it is not available on the DAM at first initial load, it is not played. But I would expect that at next cycle of the placeholder playlist, it gets played if media gets available.
    Can you confirm that the widget retries to get the media if it was not available at initial load ?

  2. I've the feeling that we got such behavior since we enabled the schedule from 07:00am -> 20:00. Before, because I missed it, it was running 24/24 .
Thanks for your feedback.
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Thierry Masson, Champion

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Posted 3 years ago

  • 2
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Blake Freeman, Official Rep

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Hi Thierry,

Sorry it's taken me a while to get back to this. I've wanted to think this there as it's a pretty complex scenario. I'm still not sure I have the full scope of things.

A few questions
  • Is there any error message in the image/video placeholder?
  • Have you tried running this on a Windows or Linux machine with Rise Player
  • If you have, were you able to replicate the problem there?
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Thierry Masson, Champion

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Hello Blake,

Thanks for your time.
You asked:
  • Is there any error message in the image/video placeholder?
No, just a black screen that is the default background. And it stays black during the normal duration of the widget.
  • Have you tried running this on a Windows or Linux machine with Rise Player
No. Did not.
  • If you have, were you able to replicate the problem there?
I will try to get the time to do it. next week.

What I've notice as well :
  1. Rebooting the Chromebox does not always fix the issue
  2. Restarting the Riseplayer fixes the issue always till now.
    Is there a difference between full Chromebox reboot and Riseplayer restart ?
    Does Riseplayer restart imply a full clean of the Rise cache while a simple box reboot does not?
  3. Newt week, I will try also to check the behavior with a direct connection to Internet and not over our Corporate outbound firewall.
  4. Question:
    1- What's happening if at initial load, the image or video gadget does not have an access to the media? Will it try it again at next placeholder playlist cycle ?
    2- Is there a way to debug the Rise player on a Chrome box ?
Best regards.
Thierry
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Hi Thierry, thanks for the additional information. Debugging on your end by trying on a Windows/Ubuntu box and outside of your corporate network may be helpful in finding a resolution.

To answer your list of questions. Rise Player restart just refreshes the Rise Player, since it's not rebooting the device, you're not starting from scratch. Rise Cache is not cleared on reboot, any images/videos that are downloaded and presented by the Image/Video Widgets will be stored in cache. The widgets will check for updates to those files, but they will not be re-downloaded if no changes have taken place.

I'm not certain if it tries again, my initial thought would be that it will only try again after the content is refreshed, meaning the Rise Player is restarted, or something in the presentation/schedule changes and a refresh signal is sent to the Player.

There really is not a way to debug Rise Player on ChromeOS, which is a major hindrance for us. 
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Thierry Masson, Champion

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Hello Blake,

Finally, I was able to make deeper investigations.
It appears that Rise Windows client works perfectly with the presentation. However, for the Chrome OS client with the same presentation, it does not. As said, before, some images don't show up. Sometimes, they don't show up but do fater a reboot and then don't again. Sometimes, the image or video don't show up at all even across reboot.
I guess there are some issue with the cache management on Chrome OS.
 
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Thierry Masson, Champion

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Thanks Blake for the time you spent to reply to me.
I will start more deeper investigations by next week.
best regards.
Thierry
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Thierry Masson, Champion

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I restarted some tests again with an Asus box (previously was an HP box).
Chrome 47.0.2526.110
RisePlayerPackagedApp 15.11.20.7944
Kiosk mode enabled using the Google managed domain.

And I get same behavior that with the HP ChromeBox but on Windows Rise Player Some pictures and videos (new widgets) are not displayed on a regular basis. Sometimes, it does even not show up at all. Sometimes, after a few reboot, it shows up but after another reboot, it does not. I highlight that our images are saved on our external DAM (Digital Asset Mgt: media.solvay.com).

Using the Windows Riseplayer (RisePlayer 2016.02.11.21.00; Chrome 47.0.2526.106), all works perfectly well.

I know that RisePlayer for Chrome development has been put on hold but is there a chance to get it restarted at short term? I appears indeed that the last version is getting old from Nov 15th 2015.

Thanks.
Thierry


Example of such image not displayed corectly:
https://media.solvay.com/permalinks/domain1446/2016/02/29/693-DisctractionWall_2016.jpg (never shown)
https://media.solvay.com/permalinks/domain1446/2016/01/26/643-SOLVAY_Logo_Horizontal_signature_Fourc... (shows from time to time ... It is our Corporate logo that appears on each page and Corp Communication is become mad)
(Edited)
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HSuarez

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Hi Thierry,
I did a Widget Test for the image posted previously (see https://media.solvay.com/permalinks/d...) and it works for me on Chrome OS. I am on the RisePlayerPackagedApp 15.11.20.7944

Looking into Developer Console, I currently don’t see console errors for this image and the Image Widget.

Next time this happens, I would recommend running Developer Console on the ChromeOS to see if there are error messages or error logs coming up.

To do so:
Start the Rise Player
Select the Windows key to trigger the Chrome OS menu
Go to chrome://inspect/#apps in the Chrome browser
Select ‘Inspect’ under ‘Rise Vision | Digital Signage Management’
Minimize the Chrome window, only leaving the Developer Tools window and Rise Player on the screen.
Go to the Displays app and select ‘Restart Player’ to get new logs

Once you have done that, please post what you see here on the forum. Specifically we tend to look at Console or the Network tab for clues. With Rise Windows/Linux Players there are further ways to debug such as being able to view logs and doing further queries from here.
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Thierry Masson, Champion

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Thanks you for the reply.
The fact is that the presentation works always correctly on Windows based Rise player. It fails only with ChromeOS based player. I've not yet check to define a Windows client on  15.11.20.7944. I will try to do.

Anyway, I will be frank to tell I'm discouraged to try getting it work on ChromeOS especially reading the user guide about the on-hold support of Chrome OS. For an enterprise deployment, I'm not confident to start knowing the future of the ChromeOS version is not certain.

Thanks for your effort.
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Blake Freeman, Official Rep

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Thierry,

I totally understand your predicament. I would suggest that if you're considering an enterprise deployment, you would instead use a Windows or Ubuntu based media player. These have the added feature of remote administration and troubleshooting.
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Thanks for your honesty Blake.
I'm currently taking the time to evaluate the various scenarios