Preview of a presentation is different on the schedule

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  • Updated 3 years ago
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Hello, I'm having an issue with one presentation. This is an old presentation that has been running on one player for almost 1 year now. Without any changes on the presentation, suddenly this week, the player stopped showing any image on it. Only the content of the spreadsheet.
If I enter on the presentation and run the preview, looks perfect. Instead, if I go to the schedule and run the preview there, it doesn't show the images the same way as the display. Why? and more important, what is wrong and how can I fixed it?
Thanks
Emilia
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Emilia Calero-Fernandez

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Posted 3 years ago

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HSuarez

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Hi Emilia,
Can you please send through the name of the Player that is having the issue? Looking into the account, I can see a couple of displays that are on the legacy version of the Rise Linux Player.

If you can also please send through the name of the Schedule in question that would also be helpful.

Thanks,
Hannah
Hi Hannah,
Thanks a lot for the quick answer. The problem is with the display that is called Addison NUC 3. Right now is displaying a white screen. It's running the schedule called Addison Display 3. If you run the preview of the only presentation is scheduled there, you will see it has no images but the presentation preview from the presentation shows everything fine.
Let me know if you need something else or have any more questions. Thanks again.
Regards,
Emilia
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HSuarez

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Hi Emilia,
Can you do a test in the Presentation by replacing one of the deprecated Image Items (try to Jimenez logo) into the new Image Widget, save and publish out to the Display to see if the resources load?

To access the new Image Widget:
1. Right click on the Placeholder
2. Select Add > Content > look for Image Widget and add
3. Select 'Configure'
4. Select Custom URL and add in the image link

Let me know how you go with this test,

Thanks
Hi again,

I tried like you said with the logo only and delete the other previous image. Still no luck. The logo is not showing either. Same preview on the schedules.

Thanks

Emilia
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HSuarez

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Hi Emilia,
Thanks. Just realized that there are two similarly named presentations. There's Orders & Beverages 1920x1080 which has working images and then there's Orders & Beverages 1920x1080 Storage Rise which is the one being scheduled to the live Display and this one doesn't have images that work. The difference between the two is where the images are being hosted - the first one is being hosted on carniceriasjimenez.com and the second one is being hosted on Rise Storage. You can do a few things things for this:

1. Active Rise Storage again. To active, log in to your invoices page and select Pay Invoice next to the invoice for Rise Storage. Once that is done, you may need to go back to the Orders & Beverages 1920x1080 Storage Rise presentation again, select Save and Publish again.

2. If you don't want to reactive Rise Storage, go to the Orders & Beverages 1920x1080 Storage Rise and relink the images to the ones that are hosted on carniceriasjimenez.com

3. You can switch the live Schedule (called Addison Display 3) away from the Orders & Beverages 1920x1080 Storage Rise presentation and into Orders & Beverages 1920x1080 .

This may have been missed because in Schedules, the alias of the Presentation is the one that works but if you use the new Schedules app, it will show the real Presentation's name:
Hi again,

Thanks a lot for helping me with this issue. We were using storage last year and switch to our own storage  in our website by the end of the year. That's why there are 2 presentations with very similar names. And yes, I was using the regular Schedules and there you are not able to see the whole name of the presentation. Probably you just deactivated our old storage and that's why the images suddenly stopped working without any change and that's make it a little confused to find the cause.

Thanks again for everything. Have a very nice day!

Regards,

Emilia