Players down after RiseVision update, both managed and non-managed

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This is the second time this week already and, and we started feeling a bit frustrated. Both managed and non-managed ASUS Chromeboxes went down right in front of my eyes just before lunch time. Sure enough, there was RiseVision update from 1.25.2850 to 15.7.30.7159. Funny and sad at the same time is the fact that we just yesterday night enrolled some of our players to 'managed' license by paying $150 based on official RiceVision advice. How am I gonna explain this to my employer who paid the money?... We fully understand that situation when manual turn-on is required cannot be avoided. But today I am gonna need to explain why managed device did exactly the same thing as non-managed, just costed more. Yet more importantly we need to know how to prevent driving around the neighbourhood and manually restarting players few times a week? Is it possible to have RiseVision applying updates before starting after reboot? Is it possible to have a some sort of notification about available update, and that reboot is required? All the settings in the device management panel have been set according to RiseVision instructions, and as far I can tell they are working (I am able reboot the devices and make screen snap shots). Do I need to change something in the settings of ASUS Chromebox too? Am I missing something here? Can somebody school me on this, please :)
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Darius - PRODO.us, Champion

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Posted 3 years ago

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Blake Freeman, Official Rep

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Darius,

I'm very sorry to hear about this. I would like to relay that we are frustrated with the state of the Rise Player Chrome Application as well, and we're actively involving our development and support teams in working through these issues.

Can I ask what you saw when you say the players went down? Was there a crash screen? Did the players completely turn off?
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Darius - PRODO.us, Champion

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The device just turned off completely. No error or warning messages of any sort.
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Blake Freeman, Official Rep

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Darius,

Thanks for the reply. We have an internal dialog proceeding with our developer right now to see if we can verify what would cause this to happen. I can tell you that we saw our local Chromeboxes update to the new version of player without issue, so there may be a setting that you missed in Google Device Management. Can you please review the documentation here and verify that your managed device is set up properly?

Thanks!
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Darius - PRODO.us, Champion

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I am 110% positive that everything there is just like you instructed. I lost the count of how many times I went through this yesterday and today, and just did one more time. The device is ASUS M004U.
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Blake Freeman, Official Rep

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Darius,

Can I ask what version of Google Chrome is running on the players?
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Darius - PRODO.us, Champion

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I restricted it to 43.* but the device is running 44.* I believe because I applied the restriction after it already had 44.* installed.
(Edited)
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Blake Freeman, Official Rep

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Darius,

There is a known issue with Chrome 43.*, check out the bug here. I would recommend you stick to Chrome version 42.* until noted otherwise on the community. I will be updating the documentation for users to stay far away from Version 43.*.
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Darius - PRODO.us, Champion

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Right, I will change that, thank you for making me aware of 43.* problems. Still the device is on 44.* can they roll-back?
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Blake Freeman, Official Rep

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Darius,

Unfortunately, no. This is why we support only managed devices. This is to version lock the Chrome OS to a known compatible release.
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Darius - PRODO.us, Champion

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So what options do I have at this point? Would wiping the devices and re-enrolling help? Or all what is left for us is just waiting for that "lucky combination?"
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Darius,

For the managed device, you can roll back to version 42.*. For the unmanaged, you'll have to allow it to update to 44. We are currently looking into an issue in version 44, but it doesn't appear to be affecting ChromeOS.
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Darius - PRODO.us, Champion

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I do not want to say it is false or true, but our both managed and non-managed devices were on 44.* version (google management and risevision management panels showed the same). And both of them shut off after the update. Now I am looking into the rolling back to 42.* I have set in google management panel restrict version to 42.* and rebooted the device, but it still is on 44.* How exactly do I roll the version back?
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Blake Freeman, Official Rep

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Darius,

According to Google it can take up to 24 hours for an OS rollback to take effect. 
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Mylife614 .

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Blake, Wondering was there any "updates" pushed last night by chance? I had a handful of "Failure" that ended up coming Back Up.... But I couldn't see anything in regards to update changes. Did chrome push an update by chance?

Just curious as according to the Displays.Rise app all devices are back up an running fine....Ill try to look into it a little deeper. Just wanted to provide some insight in case it was an update....
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Darius - PRODO.us, Champion

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I see. Alright, waiting it is then :) Thank you Blake very much for your help. Learning curve has been rather steep for me today.
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Mylife614 .

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I am almost at whits end .... Everyone in my posts has stated "No Problems With managed devices" etc. Since sunday I have not even had time to get in contact with anyone about console management 3 updates and multiple failures across my network which is spread across the city. Burnt 2 tanks of fuel just trying to keep things running. I am now at risk of my locations frustration, not to mention my animosity in a scaling with chrome devices as my solution beyond what i currently have deployed ...Darius Aleksas I feel your pain. I still have several locations down with what looked to be the 3rd update pushed this am... I am willing to spend the capital on the Mngmt console but only if it corrects the issues I have experienced. I love Rise, and up until the last several months absolutely loved the chromebox devices... Sorry for any typos, run on's etc, in a rush here.
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Mylife614, you are right. We are completely screwing this situation up for you, and others. I sincerely apologize. This is our fault and we will fix it and hopefully we can do it without causing you further grief. We have had numerous issues with Chrome versions, and unpredictable behaviour from Chrome OS in non-managed, and in some cases managed mode. In addition to our own growth that is putting pressure on our back end systems. I have one team dedicated to fixing this and only fixing this and I can tell you there is no higher priority for myself personally. The team has been making upgrades and pushing releases to correct the situation and unfortunately Chrome OS isn't applying the upgrades as we expect it should and restart. I have put a hold on all releases from this point forward, which is not ideal either, until we have a better understanding as to why the Chrome App isn't restarting as it should. We will keep the community posted as we work this through. Unfortunately I have no control over Chrome upgrades which we have also found are in some situations being applied and then our apps don't restart. All of this has been logged with Google and we are working it through with them.

Once again, I accept full responsibility and sincerely apologize. Thank you for bearing with us as we work this through.

Byron
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Mylife614 .

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Byron, Thank you. I completely understand the frustration. I will keep up to date with any new updates to the situation and as I told Blake, anything I can do from the field to assist please let me know. As a startup with hopes of scaling, I see the rise platform as the ideal fit. (I have tried several others before committing to RV for growth. Before I can scale further I need to get my current network stable and fully operational. I know Rise will do the due diligence for their clients.
Hopefully things stay stable until a resolution... Cheers and again Thank you 
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Byron, Keener

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Thanks for the understanding!