Outage Notice: ChromeOS Devices

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  • Announcement
  • Updated 3 years ago
  • (Edited)
EDIT MARCH 21, 2018: Please note that all conversations related to Chrome OS in this Community should be considered obsolete and out of date. As announced in our new Community, Rise Vision is adding support for Chrome OS with a new version of Rise Player for Chrome OS.

To receive updates, make sure to subscribe to the Rise Vision Blog, or join the new Community and post questions.
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We have been made aware of an issue affecting our users that utilize ChromeOS devices for their media players.

We released a small fix to our player to remedy a high priority caching issue this afternoon. In some cases, it looks like this update is causing ChromeOS players to crash and require a power cycle to reboot.

At this point we believe that this is either caused by a network connectivity issue, or we have an issue with Chrome version 45. If you experience this crash, we would like to know more. Please respond to this thread with the Chrome Version and Player Version of the Display in question. These can both be found on the displays tab within Rise Vision.

We would like to remind our users that we only support managed ChromeOS devices that are version locked. We do not support unmanaged ChromeOS devices, nor devices that are set to automatically update. The currently preferred version of ChromeOS is 44.*. You can find information about version locking your Managed ChromeOS device at https://help.risevision.com/user/create-a-display
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Blake Freeman, Official Rep

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Posted 3 years ago

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Mylife614 .

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90% of my network is down... Currently pounding my forehead on my desk... Cant keep doing this I gotta switch up.
Player Version: RisePlayerPackagedApp 15.8.20.6847
Viewer Version: 1-06-201509091307

Installed Browser: Chrome 45.0.2454.98
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Matthew Schornstein

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5+ production chrome devices appear out according to the displays page (all managed) are currently out. All that are out are:

Player Version: RisePlayerPackagedApp 15.8.20.6847
Viewer Version: 1-06-201509091307
Installed Browser: Chrome 45.0.2454.98

Before I left work, I noticed one was displaying only a black screen. Manually rebooted it, first reboot was still displaying black screen. Second reboot, it started correctly and is now on:
Player Version: RisePlayerPackagedApp 15.10.7.9312
Viewer Version: 1-06-201510071813
Installed Browser: Chrome 45.0.2454.98

We have had a few other oddities with chrome devices in the last day that I will not add here unless directed as to not add any additional noise.

I will agree with MyLife614. I can barely manage our small installation when these issues arise and give me great pause for any additional expansion. Specifically, the loss of display down/outage notices from Rise have really caused us to be reactive only upon user notification (if we receive them) to issues instead of more proactive. I am willing to pay for support, but in these instances, support wouldn't guarantee us stability of our displays.
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Matt B

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We have 3 displays that all freeze up around 8:41 am yesterday as well today, but seeing this happening for past month or so appears after we ungraded the boxes to chrome 45. All players out in use are:

RisePlayerPackagedApp 15.10.7.9312
Viewer Version: 1-06-201510071813
Installed Browser:Chrome 45.0.2454.98
(Edited)
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Darius - PRODO.us, Champion

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Well, I need to report that our managed devices on Chrome *44 crashed yesterday @ around 4PM too. They were showing green all the time, though. I started suspecting something bad yesterday when they showed RED in chrome control panel. This morning, with them still GREEN in RV and RED in Chrome, I tried to restart the devices remotely because RV was still showing older version. Nothing changed, and I was almost sure they were down because the last sync time was from yesterday 10-07 @ 4PM, pretty much when I noticed our non-managed device shutting off.

I ain't complaining, just merely reporting about what had happened on our end. Do you think it makes sense if I turned off auto-updates for RV app and managed them myself. Let's say have the devices restarted once a week?
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French Williams

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We had 8 out of our 11 displays go down starting yesterday about 4pm Eastern Time.  They are all managed Chrome OS devices - but we had recently allowed them to upgrade to v45 after we tested it and there appeared to be no issues with it.

Player version: RisePlayerPackagedApp 15.8.20.6847
Viewer version: 1-06-201509091307
Installed Browser: Chrome 45.0.2454.98

So far, rebooting has allowed the players to function again.
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French Williams

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Blake,

For those of us on Chrome OS, how do we know when you've certified RiseVision will work with a particular Chrome OS version? 

Do you communicate that somewhere, or should we assume that if we stay 1 version behind the current that we should be OK?

Thanks,
French
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Master Web

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Same problems happening here.  We are using ChromeBox with Windows.  I'm running the Rise Player Chrome App.  We are constantly seeing the white screen of death.  If you need more info from me please let me know.  
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rcruse

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Update:
 
This morning I discovered that all 5 of the RV/Chromebox units installed on my local campus have now gone down.

And last week, I drove out to two of our satellite campuses to completely reinstall the Chrome OS on all the downed boxes and set them back in kiosk mode. They were running successfully when I left, but I heard today that were down again ...

So that's now about half of our 30 Chromeboxes that are confirmed down. And I would bet the other half are not fairing well either, but we don't have 'feet on the ground' in all locations to let me know. But based on the confirmed CBoxes, I have to assume they are, or will soon be.

And no, our college decided not to purchase device management. So we couldn't have locked down Chrome to 44 if we wanted.

But regardless if we device management or not, this is the current state of affairs: Rise Vision/Chromebox units all over our district are down, and I need a plan to get them back up ASAP.

What's my next step to solve this issue?

Thanks,
Robert
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Darius - PRODO.us, Champion

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our devices locked in *44 also went down too
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Blake Freeman, Official Rep

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Darius,

When did they go down?
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Darius - PRODO.us, Champion

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It happened the same day. I posted earlier about that, 4 days ago. For some reason RV did not see them down, but Google has.
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Blake Freeman, Official Rep

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Robert,

If your Chromebox crashed, the only option you have to to manually power cycle.
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rcruse

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Blake,

This manual power cycle has updated all the players from player version 15.8 to 15.10. This seems to have brought the Chromeboxes and Rise Vision's presentations back to life.

So we sent this 'fix' out to teams on the other campuses.

However, now we're noticing other odd behavior now. For example, the slideshow that runs on several of our presentations was coming up blank. By the time I confirmed that the other 4 signage TVs on this campus were also displaying blank slideshows, the slideshows came back again. But then disappeared again a little while later ... and haven't returned as of yet this time.

Examples of two presentations with a missing slideshow:

http://bit.ly/1MBMpK5
http://bit.ly/1CzdcQ1

Note: The slideshow DOES play in the presentation when previewed on my deskop PC, but not on the ChromeBox running Rise Vision's player.

But that's not all. One signage monitor was showing two presentations at the same time, overlapping and illegible, while another presentation was showing the 'missing' slideshow but only displaying tiny postage size versions of the images.

Have you heard of similar behavior from other users?

Thanks,
Robert

 
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rcruse

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Blake,

Has there been a version update with either Chrome or Rise Vision since Friday? Will this manual power cycle fix this issue?

Thank,
Robert
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Rupert Snyman

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Hi Blake,

I'm having problems too, white screen for me, non managed screen in my office. White screen after power cycle and scrub and reinstall.

Versions as follows



Cheers
Rupert
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Thierry Masson

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I'm totally puzzled ....
I've Chromeboxes in Chrome version 43 (unmanaged), 44(managed), 45 (managed) on pages that have been creating since yesterday are working very strangely.

Yesterday, a Signage editor created new pages with a video item holding a MP4.
The video did not show up on 43, 44 neither on 45.
What it is strange, is that the same video shows up correctly on another page created a few weeks before. And all pages created for weeks and months using the video item are working well.

Today, I try to figure out and created a new page setting the video using one video item and one video gadget. Both a running well on 43 & 45 (not get the chance to test on 44).

So, what I got back to the page created yesterday that does not show the video item. I tried to use a video gadget. No luck.

I finally deleted the placeholder and recreated it using :
  - a video gadget : it works both on Chrome 43 & 45. MP4 is correctly displayed.
  - a video item : it does not work on Chrome 43 but Chrome 45

Very hard to find a logic here. I will try to make tests on Chrome 44.

Best regards.

PS. For the Chromebox in 45, so far, I've no crash but issue with video rendering.
  
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Thierry Masson

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Don't know if it may help but I've just enrolled a new Chromebox in 45 in an Google Domain OU that is set in Kiosk mode with the RiseVision client.
It works but on top of the Risevision presentation, I get a Chrome error windows on the screen that tells 'Impossible d'ouvrir votre profile correctement' (in English should be something like Can not load your profile correctly'.
Furthermore, while the registration of the Chromeboxe worked correctly, it appears has off-line from the Google console....
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Thierry Masson

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I found it in https://community.risevision.com/rise_vision_inc/topics/-your-profile-could-not-be-opened-correctly-... 
But rather strange the Chromebox is enrolled in kiosk mode. Maybe the remote Chrome profile of the user I used to make the registration is corrupted.
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Thierry Masson

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Hard to understand ...
I've now a Chrome 44 unrolled in Google domain in kiosk mode.
I've the feeling there is something wrong when loading an image that is not yet in cache.

If I schedule a page with a new video, the video does not show up directly. However, What I've noticed is that once the page has been reloaded after a second (or maybe third) loop for the schedule, it show us.

Could it be that the applied fix mentioned in the root post could alter the way first caching is done at least for the video item ? 
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rcruse

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After performing a manual power cycle on the 5 Chromeboxes on my local campus, they updated from RV's 15.8xxx version to the 15.10xxx version, and our Chromeboxes are back in service.

Other campuses are reporting similar results.

This seems to have fixed the ChromeOS outage issue ... but we'll keep watching them to make sure.
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Rupert Snyman

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I'm back up too
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rcruse

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Update:

The Chromeboxes have been updated to player version from 15.8 to 15.10 and our presentations are playing once again .....

But then about 2 pm this afternoon we noticed that our presentations that had 'slideshows' using the photo album widget are no longer displaying any images.

So these presentations are running, but now with a blank rectangle where the slideshow used to be. But if I view the presentation in the preview mode on the Rise Vision 'portal' the slideshow plays back as it should.

Maybe the fix has broken something else? Or is this issue unrelated?

Thanks,
Robert
(Edited)
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Matt B

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We just had our boxes lock up again this morning at 8:31am, no new updates to the chromebox since my last post.


Version:RisePlayerPackagedApp 15.10.7.9312
Viewer Version:

1-06-201510071813

Installed Browser: Chrome 45.0.2454.98