problem retrieving file from rise cache

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  • Updated 1 year ago
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Hi, I have noticed that not all my content is being displayed. Im getting an error: "There was a problem retrieving the file from Rise Cache" how can I solve this issue? please help.
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Jorge Rodriguez

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Posted 3 years ago

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Blake Freeman, Official Rep

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Jorge,

Can you please provide me with a preview link to the presentation in question?
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Jorge Rodriguez

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sure, here's the link: http://preview.risevision.com/Viewer.html?type=presentation&id=a556da2a-b6d8-4107-8eea-e8e749f36... when I preview it it runs smooth but once I had it to my current schedule it gives me an error.
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HSuarez

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Hi Jorge,
In the "Intro January 2016 ORG & PPLES" it looks like they are on a deprecated Video Item. Can you please switch these over to the new Video Widget and let us know if you still see the error.

To switch:
Go to the Placeholder > Select 'Add' > Select 'Content' > Choose the Video Widget > Add in the correct video link and settings > Delete the other video items > Publish to the live Display. Let us know how you go with this presentation!

I also posted other instructions on how to check which version of Player you are on. Looking into the Displays that have this presentation on the Schedule it looks like you have a mix of different Players installed. I would be interested to see if you are able to view the presentation on these Displays and if not, if you can please let me know the Display name and we can look into this further.

Thanks!
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Thierry Masson, Champion

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It sounds like I've something similar
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Ashleigh

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Hi Jorge,

Are you using the new updated version of the Image Widget? Additionally, what version of Rise Player are you on?

Thanks!
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Jorge Rodriguez

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Hi,

how can I know if im using the latest version? where can I check that? also, the Rise Player version should be checked in the laptop im using as a player right? thanks.
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HSuarez

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Hi Jorge,
To check the version of Rise Player, you can go to the Displays page list and in the Display's own page you can see Player Version. At the moment the current version will state RisePlayer 2015.12.17.16.00.

Another way to tell (visually at least) is that when the Display restarts or installs it will have a UI that look similar to the screenshot attached:
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Jorge Rodriguez

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Ok. this is what I see: Player Version: RisePlayer 2.0.035 
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HSuarez

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Thanks! I just saw this comment while I was writing the other one. That Player version is a legacy Player. If you can, please delete the current Rise Player and install the new one.

Details on how to delete is located at https://community.risevision.com/rise...

Once everything is deleted, you can download the new Installer at https://help.risevision.com/user/crea...
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Jorge Rodriguez

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thank you guys, laptop used as media player was replaced and issue has been fixed. 
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Philippe Reaud

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Hi All... I think I got a similar issue... Here is my presentation with the same message. The player play the videos one time and after that display the message "... Problem retrieving file from rise cache"
http://preview.risevision.com/Viewer....
The player version is 2.0.035 and the update is automatic... Thank you for your help.
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Philippe Reaud

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I'm trying to install the new version but I have a downloading error when  downloading the components...
Don't you have a full package download ?
Regards,
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HSuarez

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Hi Philippe,
The problem with downloading the components may be due to an intermittent network error occurring - therefore please try again with the download. If you have any further issues with the download, let us know here or at support@risevision.com

Thanks!
Hannah
(Edited)
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Blake Freeman, Official Rep

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Phillipe,

No need to uninstall the previous version first. There is no package download available because the installer actually functions as an update utility. It seems like your network connection may be a source of the problem.
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Philippe Reaud

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Hi Blake,
After 8 trys, I've decided to install the 32 bit version. The download and setup for this version is working fine. The windows 64bit setup still not working.
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Philippe Reaud

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Hi All... i've retry the 64bit widows package, and it's working fine now...
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AdGators AdGators

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Hi Rise,
I am updating a customers presentation with new graphic colors. Previously the presentation had been working fine, during the update I decided to switch over to the latest Image Widgets, now I'm receiving a Rise Cache error.

I'm using the latest Player
Attempted to uninstall and reinstall did not work

The preview wanted to do the same, but after repeated Saves and Publishes, it finally works okay in my preview.
Pres ID: 65fe7a03-e5b2-4969-ba16-3b8c1f3d6328

Also, noticed the problem is resovled when I remove the Widget and paste the image URL as the background of the placeholder.

Any thoughts?

Thank you,
Joe Kirchner
(Edited)
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AdGators AdGators

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I've fixed this for the time being by going back to the Classic Presentation Editor and adding the old Image Gadget.
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Robb, Official Rep

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Joe,

Just to confirm, you tried using an image in the Image Widget, and it would not show, but using the Image Item worked? Do I have that right?

If so, can you email a link to this Presentation or at least this image URL to support@risevision.com and reference this forum conversation so I can take a look at it?

Thanks!
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Sergio Narciso

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No problem at all, but probably it will work because i have the same presentation running well in 25 other players. For now just in 2 of them is not working, because of that i think that is not a presentation related issue. The schedule is 1L_1920

I think it is more usefull if i send you the name of the Displays: TV06-019-Intel and TV11-032-Intel
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Alan Clayton, Official Rep

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Sergio, just sent you an email re: remote access to TV06-019-Intel. Let me know if that is doable. 
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Christopher Moss

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@Alan, we are also experiencing the same issue at our location.
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Alan Clayton, Official Rep

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Sergio, thanks for getting me access to your media player. The issue preventing your file from showing is also related to the URL encoding defect. We are on track to have a fix for this today. I'll update the announcement linked below once the fix has been released. 

https://community.risevision.com/rise_vision_inc/topics/problems-showing-image-and-video-files

Thanks. 
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Sergio Narciso

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Just to give you feedback, after forced the update to the new version RisePlayerElectron 2017.09.11.22.45, my 2 players with the problem started to work again.

Thanks,
Sergio