Player not starting

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  • Updated 3 years ago
  • Not a Problem
I have several customers who email me regularly when their player does not start.  The PC will be on and wallpaper will up.  ...the player just doesn't start on the reboot at night.  Any ideas why this is happening since we switched to the new player?  The worst part is that our monitoring shows the heart as green, so have no idea and look like fools.  We think it's running.  
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tony

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Posted 4 years ago

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Blake Freeman, Official Rep

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tony,

Have you followed the documentation here to allow Chrome App Player to auto start, as well as the system to reboot nightly?
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Stephen Bradley

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The link leads only to a "page not found" error. Can you revise the link to point to the proper page?
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Alex Kolenoff

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Hi Stephen, 
I think what you might be looking for is here: https://help.risevision.com/user/advanced/display/chrome-player-windows
On that same page you can see the instructions for the other operating systems as well.
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tony

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Yes.  and it still happens.  I just had another customer call me complaining that their signage is showing a desktop.  Ever since we stared using he Chrome app this is a regular problem.  We have probably at least one screen per week or more that doesn't start.  They are random screens...random times.  Sometimes it simply does not start even though the PC has restarted and the app is in the startup menu.  
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Alex Kolenoff

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Hi Tony, 

Above you said that "the app" is in the Startup menu.  Neither App Monitor nor the Rise Player should be in the Startup folder for Windows, if you have installed and configured App Monitor.  If either of them are then that is probably causing a conflict.

In order to troubleshoot you will need to look at each display as its own separate case to avoid confusion.  Also, App Monitor has logging checked on by default so you can look through the log for any anomalies (that is assuming it is not misconfigured per my first paragraph). 
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Alex Kolenoff

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You can set it for what you want although I don't think you should be nervous and 1 minute should be fine.  This app does the initial launch of the Rise Player, so if you set it to 5 minutes there may be a delay after a reboot.  If you reboot in the middle of the night that might not matter.  But if your player does go down, then it will be down for 5 minutes before the player starts up again and could cause people to report an issue unnecessarily.

This has nothing to do with the monitoring though.  If you have set yourself up correctly to receive monitoring emails that should work, but there will be a delay between the time that the player stops and the time you receive an email (~30 minutes or so).
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tony

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Being the impatient bull in a china shop that I am I set it at 6 minutes and went with it.  Now that I see your reply, i have the answer (probably) to the question I was about to ask...which is why is it opening Chrome and not the Rise Player.  My guess is in 6 minutes I should see the player.  ???  Thanks for all the info.  
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tony

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Actually.  I changed it to 1.  I restarted and still the monitor only opens Chrome.  It's been 5 minutes.  No Rise Player.  
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Justin, Employee

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Tony,

Were there any Chrome instances running in the background before appmonitor was started? And you have the correct info in the argument line?

Justin
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tony

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deleted and added again.  Now it works.  Maybe I had a typo???