Image uploaded to storage is inaccessible.

  • 1
  • Problem
  • Updated 3 years ago
  • Not a Problem
  • (Edited)
I uploaded 4 jpgs to the library.  When I saved there were no pictures.  When I copied the link into a browser to check it out I saw an error about the "XML file" ??????    Any ideas?
Photo of tony

tony

  • 11,670 Points 10k badge 2x thumb

Posted 3 years ago

  • 1
Photo of Blake Freeman

Blake Freeman, Official Rep

  • 36,116 Points 20k badge 2x thumb
Can you share a link to one of the files?
Photo of tony

tony

  • 11,670 Points 10k badge 2x thumb
Sent it to your email.  
Photo of tony

tony

  • 11,670 Points 10k badge 2x thumb
I can verify this is a "Rise only" issue because if I link to any other library source like dropbox, I can play the file just fine.  
Photo of Blake Freeman

Blake Freeman, Official Rep

  • 36,116 Points 20k badge 2x thumb
tony, ​I can't find this file within your storage, it looks like that link is pointing to a file that doesn't exist. Was this file just uploaded today?
(Edited)
Photo of tony

tony

  • 11,670 Points 10k badge 2x thumb
yes.  But that's the problem.  If I upload it to Rise, that's what I get.  If I upload it to dropbox and use it...I get the result I expect.  ...not a missing file.  
Photo of tony

tony

  • 11,670 Points 10k badge 2x thumb
Not to mention another screen today that appeared to missing a file that was there Monday morning.  
Photo of Blake Freeman

Blake Freeman, Official Rep

  • 36,116 Points 20k badge 2x thumb
tony,

I'm afraid I don't understand. Are you uploading a file that never appears? When were these files uploaded? Can you tell me the exact filename that is being uploaded?
Photo of tony

tony

  • 11,670 Points 10k badge 2x thumb
In fact...that file was just working from dropbox.  After your reply I uploaded to my media library and linked it.  I get the same thing.  ...nothing.  
Photo of tony

tony

  • 11,670 Points 10k badge 2x thumb
So...you have a huge problem.  Here's what appears to be happening.  I click on the storage link from my playlist and upload the file.  I see it upload then insert it into my playlist.  I get nothing.  I go back to the library and file is not there.  I enter the library outside of the playlist interface...just go straight in.  I upload the file. I see it upload.  I see it in the list.  Go back to the playlist, I add it after clicking storage. I get nothing.  I go back to the playlist and it is no longer on the list of files.  ...got me.  ?????
Photo of tony

tony

  • 11,670 Points 10k badge 2x thumb
Trivia Gaming - Week 1 - #1A    is the file name.  I don't understand either.  I upload it and it's there.  I go back and it's not.  
Photo of Blake Freeman

Blake Freeman, Official Rep

  • 36,116 Points 20k badge 2x thumb
tony,

I'm not certain that this problem is on our end. I just uploaded a file called "this is a rise test upload.png" directly to the same storage account in question. It uploaded and is previewing fine. Can you please email me one of the image files in question so I can test an upload with it?
Photo of tony

tony

  • 11,670 Points 10k badge 2x thumb
I'd be more than happy to, but not sure what that will do.  I files are fine.  I'm using them fine on other services.  I'm playing that file on my Rise screen though my dropbox account...no problem.  The issue may not be with the overall platform...maybe just my account?  It seems it would make more sense for you to email me your working file and see if I can get it to work from my end. 
Photo of tony

tony

  • 11,670 Points 10k badge 2x thumb
Sent
Photo of Blake Freeman

Blake Freeman, Official Rep

  • 36,116 Points 20k badge 2x thumb
tony,

You can download the working file directly from the account that you're having an issue with. Just search for this is a rise test upload and download that file, then delete it from your storage account and attempt another upload.
Photo of Blake Freeman

Blake Freeman, Official Rep

  • 36,116 Points 20k badge 2x thumb
tony,

I was able to upload the file you sent to your account. At this point I believe the issue is likely browser related. Please clear your cache and try again. If that doesn't work, please access your storage in an incognito window and try uploading from there.
Photo of tony

tony

  • 11,670 Points 10k badge 2x thumb
I did clear the cache.  Twice.  Prior to reporting the issue.  No luck.  I'll agree.  It sort of acts like a browser issue, but on the other hand I have the issue with the other customer who had jpgs missing from the screen today.  That PC wouldn't be using the same local browser I am using and it's also a jpg issue.  ...seems odd, doesn't it?  Those files were uploaded on Sunday and were working Sunday and Monday.  
Photo of tony

tony

  • 11,670 Points 10k badge 2x thumb
Blake.  I started on a new PC, cleared the cache first.  I loaded one file...it worked.  I loaded 5 more.  Each time I used the "new" file, Rise Vision used the first file.  So in other words I loaded and put file in the playlist.  The process for 2-6 looked the same.  However, when I watched it back, it was file #1 playing 6 times in a row.  I repeated the process for another presentation only this time, like the 1st time I had the issue earlier today, none of the files uploaded to the library even though it looked like they all were.  I've used 2 separate machine now with various versions of the same issue.  I refuse to believe this is not a Rise issue.  
Photo of tony

tony

  • 11,670 Points 10k badge 2x thumb
Hopefully I'm not dismissed this time.  You'll see that I am using the incognito mode.  The file IS in the library I AM signed into Rise.  And still it won't give me the jpg.  You'll find the item in the library.  I've sent you an email.  

  
Photo of tony

tony

  • 11,670 Points 10k badge 2x thumb
FYI.  I am able to use/see the file you uploaded into the library.  Not that it matters, but my issue is with a jpg., how come you loaded a png?  
Photo of tony

tony

  • 11,670 Points 10k badge 2x thumb
In case you are interested at all, here is another troubleshooting tidbit.  I went into my Rise Library and deleted EVERY SINGLE instance of trivia files named "Movie Trivia _____".  There was not a single file left.  My intent was to add them back in and see if they'd work.  However when I hit the link that says "storage" here is what I saw.  All kinds of the file I had just deleted.  I left and entered the library directly without going through the scheduling interface and indeed, those files don't even exist.  ???????

Photo of tony

tony

  • 11,670 Points 10k badge 2x thumb
I cleared the cache again and went back to upload the file again.  This time no Movie Trivia files were showing. I uploaded the file, saved and revised.  Same issue as before...nothing.  Right now you have my company completely shut down.  I can't upload a new JPG.  
Photo of tony

tony

  • 11,670 Points 10k badge 2x thumb
My latest reply when trying to play a jpg.  



This XML file does not appear to have any style information associated with it. The document tree is shown below.<Error>
<Code>NoSuchKey</Code>
<Message>The specified key does not exist.</Message>

</Error>
Photo of tony

tony

  • 11,670 Points 10k badge 2x thumb
Also, I have a folder of jpgs in another company that were playing up until some time yesterday.  Now those don't play either.  
Photo of Blake Freeman

Blake Freeman, Official Rep

  • 36,116 Points 20k badge 2x thumb
tony,

I uploaded another image to your storage, this time it was a .jpg, it works fine.

I downloaded two of your .jpgs, Trivia - Sports - Week #25 - #1 A.jpg, and Trivia - Sports - Week #25 - #1 Q.jpg, again, both work fine.

You mention  file named Trivia Movie - Week 1 - #1 - Q.jpg, that file was located in your trash. I've restored that file, and now the URL you provided works.
Photo of Blake Freeman

Blake Freeman, Official Rep

  • 36,116 Points 20k badge 2x thumb
tony,

I've examined your most recently edited presentation, the only image that is not working is "Movie Trivia". When I take a look at the file that's selected, it's url ends in "Trivia-Movie-Week-1-%231-A.jpg" which does not fit the naming convention of any of the other images in your storage. Was this url/file name manually edited? If so, that explains the last error message that you posted.

When I select the file that I restored from trash, the Image appears in your presentation.
Photo of tony

tony

  • 11,670 Points 10k badge 2x thumb
As I stated, I can use jpgs from my library just fine too. I can't upload anything new and have it work. That's why you've got me shut down. I can't add anything new. The percent sign is not in the name. Your system does that. The only naming convention changes I made to files trying to get them to work was eliminating spaces. It did not work.
Photo of Blake Freeman

Blake Freeman, Official Rep

  • 36,116 Points 20k badge 2x thumb
tony,

Please email support@risevision.com, we'll set up a remote session to your computer. I would like to test out uploading from your end to definitively see what the issue is.