My player is encountering a problem.

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  • Problem
  • Updated 3 years ago
  • Solved
My player is encountering a similar problem to the one it experienced a couple weeks ago. In the video widget place holder, instead of the video playing there is a message that says Please wait while your video is downloaded. The rest of the presentation displays okay. However after a few moments the entire screen goes black with a sad face that says "Ah snap!, Something went wrong while displaying this webpage. To continue reload or go to another page... After several more minutes the player attempts to reboot and the cycle starts over. I am running the videos from a web server running on the same computer as the player. If I start a web browser and type a video URL it loads and plays fine.
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Mike

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Posted 3 years ago

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HSuarez

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Hi,

Thanks for letting us know. I may need more details from you to that we can have a look at the display.

1. What file format is the video running in? 
2. Is the video uploaded on to Storage or is it linked externally?
2. What's the name of the presentation/s  and display/s?

Thanks



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(Edited)
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Mike

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Update on problem: 
I deleted all my videos, along with the placeholder and recreated everything. However, instead of using the Video Widget I used the Video item. Now the videos play, but the sound is not coming through on some of them. Also, when I click save after editing items in a placeholder, I get a Shockwave Flash plugin not responding message after a delay of several seconds. Eventually the save happens and the message goes away. 
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HSuarez

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Mike thanks for the update.  

I have a few questions, feel free to answer:

- I may have found the presentation that you are referring to - are these being linked to IP addresses containing 172.* etc?  
- Is the link accessible from the outside the office network or is it a private link?  
- With the Volume issue, can you check and confirm that the sound volume setting in the Video Item is in full? I would suggest changing the settings to full volume in the Video Item to see if that has an effect.  I would also check to see if the saved audio from the original video file is in full.
- With the Shockwave Flash message, were these videos originally Shockwave Flash but saved in the MP4 container?  There is a chance that this is why you are seeing these messages.
- If these are MP4, do you have the video/audio codec information at hand?

Thanks
Hannah
(Edited)
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Mike

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Hi Hannah,

Thanks for the reply.
Yes, the videos are linked to the 172.x.x.x address.
The address is not accessible from outside our company.
When I created the video items I left the sound slider in the full position.
The volume of the video file is also set to full.
The Shockwave issue was isolated to the machine I was using to edit the presentation. When I moved to a different machine (with a newer version of Shockwave) the delay, and corresponding message went away.
This is the codec information I was able to get. Hope this helps:

Audio codec: mp3Audio bitrate: 128
Sample rate: 48000
Audio channel: 2
Audio Track: AAC 16kHz 64kbps 1 CH
Video codec: x264
Video size: 320x240
Video bitrate: 8000
Video quality: Normal
Frame rate: 25
Encode pass: 2
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HSuarez

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Hi Mike,

Thanks for the additional responses.  I was trying to download the MP4 to have a look but was not able to.
Can you confirm that the MP4 is playing at the right volume when you play it on its own vs when you play the MP4 after being uploaded on to Rise Vision?

You can do try by creating a new presentation and then adding one Placeholder with one Playlist containing one MP4.

If the volume is affected when the MP4 is played on its own outside rise the source may be the file.  

If the volume is affected after it has been linked to in the widget there may be something going on with the MP4's encoding that is not compatible.  If this is the case:
  • Try saving the MP4 in the Vorbis or Opus audio codecs.  
  • Try converting it into WebM (there are free tools available online on Google search and also on their main website) and see if that has made a difference.
If the above does not work let me know.
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Mike

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Hi Hannah,

When I copy the URL from the video item configuration and paste it into a web browser the sound comes through loud and clear on all the videos that have no sound in Rise Vision.

I deleted and recreated the placeholder, added one video (using both the video widget and the video item) and still no sound when played through Rise Vision.

I don't have direct access to edit the properties of the videos, although I'm not sure why this would need to be done, since all of these videos had been playing properly in Rise Vision up until Friday this past week.

Mike 
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HSuarez

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Hi Mike,

Is there a chance that I can use one of the MP4s that you are working with to do some tests?  You are welcome to email one file, hcs@risevision.com

I also had another look at the presentations and noticed the volume for these MP4s are around the 50% mark instead of the 100% mark, can you please double check again?

I can't check my end since the MP4s are not accessible outside your network but here's a preview with the full volume setting up (100%).
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Mike

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Hi Hannah,

Just as a point of interest, one of the few videos that was playing sound the past couple days is no longer playing sound, additionally, the video is now dropping out at random. Right now I can't be more specific than that. I just looked at the player and the video placeholder was black. I got it back by saving and republishing the presentation, but the sound is still out.

I will email you a video that is not playing sound and one that is. Maybe you can do a comparison.

Regarding the sound level at 50%, I moved it off of 100% because at that level the sound was distorted (way too loud) on videos where sound does play.
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HSuarez

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Hi Mike,

Thanks that would be useful.

I was going through a few other tests/previews using the MP4 links already in the presentation.

In one of the tests, I added one of the MP4 links in the Video Widget I am getting a URL validation message "Please provide a valid URL".  There is a checkbox to bypass this "Remove Validation" and one can continue to save the widget.  I am wondering that the reason why this is the case is that the URL is not being validated.  The MP4 URL that I used is the same one that is in the main Kenosha presentation.

I also did another preview here - this is just embedding the <video> by itself and using one of the MP4 links.
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Mike

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Hannah,

I think I may have found a solution to the problem. I will let you know if it is successful.

Mike
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HSuarez

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Thanks Mike, keep us updated