Only half my images are displaying and videos keep getting cut short.

  • 1
  • Problem
  • Updated 2 years ago
  • Solved
Archived and Closed

This conversation is no longer open for comments or replies and is no longer visible to community members.

On most my slides only half the image loads and many videos aren't playing until the end. . Everything worked fine until today. Did you guys release an update today. Every update seems to mess with our display. It's frustrating to have to keep troubleshooting every couple weeks, when no changes are being made on our side.
Photo of Ron Meritt

Ron Meritt

  • 170 Points 100 badge 2x thumb
  • frustrated

Posted 2 years ago

  • 1
Photo of Blake Freeman

Blake Freeman, Official Rep

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

We released a small fix to the player that resolved a "There is no internet connection" error message, but that should not have had any negative impact on your presentations.

I've sent a reboot command to your player, can you tell me if you're still seeing only half-loading images and videos that don't play all the way through?
Photo of Ron Meritt

Ron Meritt

  • 170 Points 100 badge 2x thumb
Already attempted that earlier... Still partial images and video issues.
Photo of Blake Freeman

Blake Freeman, Official Rep

  • 36,116 Points 20k badge 2x thumb
Is this the display named Entrance, playing the schedule "Main"?
Photo of Ron Meritt

Ron Meritt

  • 170 Points 100 badge 2x thumb
yep
Photo of Blake Freeman

Blake Freeman, Official Rep

  • 36,116 Points 20k badge 2x thumb
I'm currently looking into this with a local display. I'm seeing an issue displaying Videos, but haven't run into any image issues yet. I'll let you know when I have a resolution or workaround.
Photo of Blake Freeman

Blake Freeman, Official Rep

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

I've looked into this and discussed it with the Product Owner of the team responsible for Rise Cache. They're working on an improvement that should be available in a day or two that will resolve this fully.

We do actually have a workaround for the moment! Navigate to C:\Users\´╗┐username\AppData\Local\rvplayer\RiseCache\download┬áand delete the contents there, then restart the player.
Photo of Ron Meritt

Ron Meritt

  • 170 Points 100 badge 2x thumb
That worked.
Photo of Robb

Robb, Official Rep

  • 76,676 Points 50k badge 2x thumb
Glad to hear it Ron, and we will let the community know when we have fixed this issue.

Thanks!
Photo of Robb

Robb, Official Rep

  • 76,676 Points 50k badge 2x thumb
Hey everyone! Just wanted to let you know that we have started the deployment of this fix, and we hope to have it out to all Players by the end of next week. If you have any questions or concerns, please let us know.

Thanks!