Intermittent freezing first minute of schedule

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  • Updated 3 years ago
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I have 5 Chromeboxes that just developed a problem recently where they freeze at 6:46 AM, 1 minute after the schedule starts. It doesn't happen every day, and it's not isolated to 1 Chromebox. The entire screen freezes. Slides, twitter feed, time, etc.

There hasn't been any changes to the presentation except that there might be a few more items in our playlist than before. We use the Image item for our slides. Also, we use Display Control to turn on our TVs. They worked fine for about 4 months, and then just started to develop this problem. 

Help please!
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Matthew J. Boyle

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Posted 3 years ago

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Justin, Employee

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Matthew,

What version of the Chrome App Player are your Chromeboxes using? (you can find this on the Displays tab beside Player Version).

Justin
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Matthew J. Boyle

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RisePlayerPackagedApp 15.8.20.6847
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LUIS REYES

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I experienced the same situation this morning, I have 4 Asus Chromeboxes in the same network and running the same presentation , and then 2 of them got frozen exactly at the same time (I have a clock in the presentation) , the Rise Vision console showed as active displays , I tried to restart the player but no response, then finally reboot the display and now it is ok.
I have only 1 out of 4 devices under google management console, this happened with 2 unmanaged devices...
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Matthew J. Boyle

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Yep, that sounds like the exact same issue. We use 5 Asus Chromeboxes in kiosk mode and I had 2 stuck today at the exact same time (we have a clock also). They showed in RiseVision as active, but I had to reboot them as well. Our Chromeboxes are all unmanaged.
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Blake Freeman, Official Rep

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Matthew,

I'm having some trouble finding your Rise Vision company. Would you be able to provide a link to preview your presentation?
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Matthew J. Boyle

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Hi Blake, 
Can I send a private message on here?
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Blake Freeman, Official Rep

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Matthew,

If you open up risevision.com, and click the chat icon in the bottom right of the web page. Just reference this community topic and say you're looking for me.

I'll be able to look into the issue from there. 

Thanks!
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Blake Freeman, Official Rep

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Matthew,

I've had this presentation running locally since about 5pm last night and I've not witnessed any sort of freezing. How long does the freeze last? Do you have to restart the presentation/media player to get the presentation running again?
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Matthew J. Boyle

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Blake,

Once it's running it doesn't freeze. It seems to only freeze immediately after the schedule begins. Our schedule starts at 6:45AM and it freezes at 6:46AM. Once it's frozen the only way to fix it is restarting the machine. But we have 5 displays, and some days I've seen 2 of 5 frozen at 6:46, and other days all 5 are functioning.
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Matthew Fisher

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Matthew,

We're still looking into this issue for you but are having difficulties replicating it.  I'll update you tomorrow with anything I find.

Thanks,

Matthew
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Matthew Fisher

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Matthew,

Nothing to report yet, but I wanted to touch base with you.  I should know more tomorrow.

Thanks.
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Matthew J. Boyle

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Thanks for continuing to look into this. Today I had 1 stuck at 6:45. So far 4 of 5 displays on campus have had the same problem at some point within the last 2 weeks. So it's definitely not isolated to a particular unit. I'd say about 1 out of 5 per day is stuck.
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Matthew Fisher

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Matthew,

I still haven't been able to replicate the problem yet.  While it's not a precise simulation (due to alternating presentations based on duration instead of timeline) assigning it to switch back and forth never caused it to freeze.  I'll keep digging, but I wanted to let you know my preliminary observations.

Thanks and have a good weekend,

Matthew
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LUIS REYES

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Hi,it just happened me again with 3 out of 5, ASUS Chromeboxes managed  devices...


 
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Matthew J. Boyle

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I had 2 of 5 frozen at 6:45 AM today. Were there any updates to the player in the last few weeks? I've had 1 running for about a year now, and 4 that I added between May and July. I've never experienced this problem until about 2 or 3 weeks ago.

Thanks.
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Blake Freeman, Official Rep

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Matthew,

No updates to player, however Chrome 45 did release. I would suggest you roll back to 44 on those units.
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Matthew J. Boyle

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Hi Blake,

Do you know how I go about rolling back to 44 on a Chromebox?
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Blake Freeman, Official Rep

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Matthew,

It can only be done on Managed Devices. I'm seeing if we can replicate this issue on a locally unmanaged chromebox, but given it's been hit and miss for you, it may take some time.
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LUIS REYES

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Hi Blake, in a managed device, how can I roll back to 44?
thanks!
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Blake Freeman, Official Rep

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Luis,

You can view the "Restrict Google Chrome" version to at most section here. I believe this takes some time (up to 24 hours) to happen.
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LUIS REYES

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Thanks!, I will take a look.
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Blake Freeman, Official Rep

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No problem Luis.
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Matthew J. Boyle

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Thank you, I appreciate your help.
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Matthew J. Boyle

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Blake,

I don't know if this will be helpful, but I just realized we have another Chromebox (same model and Chrome version) on campus that isn't experiencing issues. The differences are:

-Different schedule
-It doesn't run the same presentation, it just runs full screen slides.
-It doesn't utilize Display Control. 

Also, 1 of the 5 were frozen at 6:45 today.

Thanks.
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Blake Freeman, Official Rep

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Matthew,

Our Chromebox was up and running today, so I haven't been able to replicate this issue yet. I'll give it another morning to give it a look.
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Blake Freeman, Official Rep

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Matthew,

I have been unable to replicate this issue even with your schedule. Are these devices managed or unmanaged?
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Matthew J. Boyle

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Unmanaged.
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Blake Freeman, Official Rep

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Matthew,

If it's alright with you, I'm going to add a test display to your company and run it on the schedule you are using. I'm wondering if this is something specific to the way you have your schedule or display distribution set up.
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Matthew J. Boyle

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I may have found a workaround, but I would still like to get the issue resolved so I have no problem with you adding a test display.

The workaround is that I changed my presentation to begin with only the background placeholder at 6:45. The additional placeholders are added at 7:00. So far it's been 3 days without any freezing. 

So I guess you would need to duplicate the presentation and switch everything back to 6:45 to replicate the problem.

Thanks!
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Matthew J. Boyle

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Blake, 

I guess I spoke too soon. I had 1/5 frozen today.
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Blake Freeman, Official Rep

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Matthew,

If your devices aren't managed, I don't think there's a whole lot of options here. You may try switching one or two of your players to the beta channel and see if Chrome 46 resolves this issue.
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LUIS REYES

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Hi, just want to add that I,am still experiencing  this "freezing" issue.  It happened on friday with 3 displays and today with one.  As I mentioned before, justo to recap, all 5 displays are running under Asus Chromeboxes with Chrome OS 45, managed devices. I tried to figure it out how to performa a rollback to 44 and also made contact with a google support rep, but they told me that in order to make  a rollback I must use the "Chromebook Recovery Utility APP" but that implies to have at least one device with 44 to use it as a backup and then boot the other devices with it, the problem is that I do not have any 44 version available. I have also tried the "Power-Wash-Revert option" (https://support.google.com/chromebook/answer/183084?hl=en) that supposed to get me back to the prior installed version....also with no success (not sure if I have missed some steps) So unless I find  a sure way to get to 44, I will wait until the next 46 version come out, hoping  to solve this issues.

Another issue I,am experiencing is a change in the resolution  info showed at the RiseVision Display INFO, causing that when I make a print screen from the Google`s console, it gives me an incomplete image. I,am going to write more details in this post: https://community.risevision.com/rise_vision_inc/topics/resolution_issue-gvlvu
Just wanted to mention, because  again maybe  it is caused by the OS version.