Failure and Recovery notification emails being sent when Display is still running.

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  • Problem
  • Updated 4 years ago
  • Solved
  • (Edited)
EDIT MARCH 28, 2018: Please note that all conversations related to Display Monitoring in this Community should be considered obsolete and out of date. As announced in our new Community, Rise Vision added support for a new Display Monitoring feature.

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This is somewhat odd, but just this week I've had a multitude of players sending failure notifications. When I remote into them, all of their internet connections are just fine and the presentation is showing. But the heart of each display is red. Then after a few hours, they come back online.Is there a major Rise or Google updating coming through...or any other reason why this is happening?
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Alex, Champion

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Posted 7 years ago

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Robb, Official Rep

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Interesting. Do the failure notifications occur at the same time? Are they all at the same location? If you set up a Display in your own testing environment, does it have the same issue when running the same Presentation?
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Alex, Champion

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Hey Robb,
No real consistency to the timing of the outages. It all happened between yesterday about 6pm, until today about 2pm.

No real consistency to the location of the displays either - one in SD, a couple here in MN, and a couple in WI. But it was only some clients...not all. I just thought it was odd that a few of them have never had any issues before...and their players are all still connected to the internet.

I don't have my display set up here, but I'll set it up and run it overnight to see if it experiences the same thing.

So you're not aware of any google/rise stuff?
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Robb, Official Rep

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Weird...nope, nothing that I am aware of. I didn't get any notifications myself that seemed out of the ordinary, but I will definitely keep an eye out for it.

Let us know if it continues to happen.

Thanks!
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linkrightnetwork

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Hi Rob,

This sounds like the same thing that happened to all our displays...

Thanks

Mat
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Robb, Official Rep

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We saw the same thing happen today with 1 Display, where it sent a failure and recovery notification, but it was still all up and running throughout the entire time it stated it was down.

We will update this forum post when we have more information.

Thanks!
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JayG@Grapevine

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Same thing is happening to our sites...
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Robb, Official Rep

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We were able to recreate this on one Display, however the Presentation did not stop running at any time while it showed offline. We have logged a high priority bug for this issue here.

Has anyone seen the Presentation stop playing while it shows as offline?

Thanks!
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Dale

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Same thing here alert display was down but when checked it wasn't. I've not been able to get into ANY presentations today to edit for some reason.??
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Robb, Official Rep

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I haven't had any issue editing Presentations today, and I haven't heard of anyone saying they have had issues.

Are you sure that you are changing the Presentations from Revised to Published once you save your changes?
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linkrightnetwork

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Just so you know, we've had 39 failure notifications on 5 displays between March 19th to March 28th.

Last night another one went down and when we checked the display it was completely black. Restarting the display brought it back up and running.

Last month, all five displays were running solid.

Thanks.
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Robb, Official Rep

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Hmm...that's strange that it was black, I haven't seen any of my Displays going to black, however I have seen other incorrect failure and recovery emails. We are working on this issue now.

If it was only the one Display, it may be specific to that Display, but let us know if it happens again.

Thanks.
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Dale

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Even though I only have two live at the moment I've been getting up and down notifications for the past 24 - 48 hours. I noticed once the black screen on one (the one in my office) the remote unit not sure about the screen. I changed the remote one to not reboot during the night thinking it was having trouble rejoining wireless but that doesn't seem to be it.
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Robb, Official Rep

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Dale,

We are working on the incorrect email alerts issue now.

For the Display that is showing a black screen, are you sure the screen is in screen saver or power save mode? or the machine is not going into hibernation? Is it still connected to the internet when the screen goes black?
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linkrightnetwork

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Hi Rob,

We had a display show a red heart today and our client called us to say the display was “black”. This is a different display then the other one that went black the other day.

I confirmed that the power save settings and screen saver are disabled, plus I'm running a small bash file on start up with the following commands to ensure the display never goes black...

xset -dpms
xset s noblank
xset s noexpose

Could this be related to the current issue ?

Thanks

Mat
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Robb, Official Rep

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I still haven't had a Display go black on me yet, but I can't be certain if it is connected. Is the Presentation following a specific timeline in the Schedule? Where it turns off and turns on again?

If it is OK with you, I would like to add a Display to this same Schedule and see if I can recreate the issue on my Linux Display here. If that works for you, can you email support@risevision.com with the name of the Company and Schedule that is having this issue, and I will add a test Display in there.

Thanks.
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linkrightnetwork

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The presentation is scheduled to run always. But I'll send you the company name and schedule.

Thanks.
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Alex, Champion

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So every day for the last couple days I'm getting about 70 notifications of failure/recovery. All throughout the day...about every few minutes.

EVERYONE ELSE THAT IS EXPERIENCING THIS ISSUE - WHAT OS ARE YOU USING? ARE YOU WIFI OR WIRED?

Maybe we can see some commonalities between everyone here.

*For me, Windows 7. And Almost all of mine are hardwired except for a few wireless.
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Robb, Official Rep

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I don't think the OS matters, it appears to be happening to Displays regardless of OS. I have had it happen to both Windows and Linux Displays. I haven't been getting anywhere near 70, but I have gotten a few throughout the day.

The connection type also has not mattered, it has happened to both wireless and hardwired Displays in my network.
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Alex, Champion

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Gotcha. Thanks Robb. Disregard my last statement! :)
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Jeff E.

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Same thing is happening here. I removed the notification email addresses for the time being until it's resolved.

Although...it does make me look popular when I get text messages that often! (I forward support emails to my Verizon Wireless texts email address).
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Robb, Official Rep

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Hey Mat,

Just wanted to let you know that everything is still running as expected for me over here.

I will update you throughout the day to let you know if I see the screen go black at any time.

Thanks!
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linkrightnetwork

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Thanks for the update :)
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Update 2, everything's still good :).
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Update 3, everything is looking good. I'm pretty sure this issue is related to that specific Display, as mine has been running fine since Friday.

You may want to try a different Display to see if it results in the same black screen behavior.

Let me know if you have any other questions.
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linkrightnetwork

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Hi Rob,

Thanks for the update, I'll check the displays settings again.

I noticed that issue 557 has been labelled fixed. Our displays are still going down. Should I restart all the displays again today for the fix to take affect?

Thanks

Mat