Problem retrieving file from rise cache (Image Widget)

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  • Updated 1 year ago
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I have 4 displays running viewer version 2-01-201708081443. 

One display does not want to display image widgets in presentations and displays "problem retrieving file from rise cache". 

When I switch the presentation to a new display the image widget seems to work, which means there is a problem with the setup on the single display.

I reinstalled the viewer with the latest software but nothing seems to be working for the image widget. Background images work, and for now I added an html widget and linked the images using html/css, which is a temporary fix for my client.

Any insight would be appreciated.

Thanks in advance!
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Chris Luis

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  • frustrated and kind of confused.

Posted 1 year ago

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William Marin

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Same problem here, viewer running on a Raspberry pi3.
definitely it is a player app related problem. If I manually open a web browser (Chromium), login into risevision web page and preview the presentation it works fine.
(Edited)
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AdGators AdGators

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I was trying to bring attention to this in another thread:
https://community.risevision.com/rise_vision_inc/topics/problem-retrieving-file-from-rise-cache

I believe the issue has to do with using external storage and using spaces in the URL filename...it was not a problem until a day or two ago.

This issue seems to revolve around media players with the version:
RisePlayerElectron 2017.08.31.19.28 Standard

Players not having the issue are still on:
RisePlayerElectron 2017.08.11.12.04 Standard

Until Rise can fix this, I would suggest rolling back to an older version, or removing spaces in your file URL.
Joe Kirchner
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More and more customers of mine are slowly being affected by this issue as the players auto-upgrade. Please turn that upgrade function off until you have figured out this Rise Cache issue on this latest version.
Thank you,
Joe Kirchner
(Edited)
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Chris Luis

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Thanks for chiming in Joe!

I'm going to take a look at the urls for the images and I'll post an update. I know the names of the images are hyphenated, so that's where I'll start.

Seems like a lot of work for a little bug.

Chris
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You're right Chris, it is a lot of unnecessary work, and I'm not sure where Rise has been in the forums....it's been quiet in here since this issue arose. I would suggest rolling back the player version for an easier fix.
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Andi Northrop

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We seem to be having the same problem.

I tried loading a new image widget into a presentation (using a URL, not Rise Storage), but the displays just showed a black screen.

Did some digging on one of the displays (a Windows machine) and the risecache.txt file was showing a 404 error on the image,  the reason for the 404 being that had somehow changed the final / in the URL to %2F

The error:
ERROR: Invalid response with status code 404 null https://resources.citygatechurch.net/displays%2FLYNTV_01.jpg
Tried tweaking loads of things including the presentation and the image and ended up uninstalling/reinstalling the Windows player.

Now nothing loads and everything is listed as 404 with the same %2F in the place of the final /

e.g. 
https://resources.citygatechurch.net/displays/WiFi.mp4
Is being changed to:
https://resources.citygatechurch.net/displays%2WiFi.mp4
Disappointed that there's been no response from anyone from Rise, this needs fixing ASAP. Did any of you guys get anything working?
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Andi Northrop

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Like Chris above, I've made a temp fix by recreating the presentation using HTML widgets. Hardly ideal but at least it works.
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Alan Clayton, Official Rep

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All - 

Unfortunately, we recently introduced a defect that caused URL's to be encoded incorrectly. I am sincerely sorry about this. We have released a partial fix for this scenario released with Rise Player version 2017.09.06.18.52 which should resolve a majority of the scenarios. To update your Display to 2017.09.06.18.52, you can simply reboot your Media Player and Rise Player will auto upgrade when it starts.

We are continuing work to improve this. To ensure this does not happen again, we have added additional test coverage to our process that validates Rise Cache can retrieve and serve files with various special characters and spaces. If any one of these test fail, the release will be halted. 

Again, I am so sorry for the problems. 
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Chris Luis

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Hi Alan, 

My scenario is now similar to RedLion's.

I've reinstalled Rise Player and rebooted the players but I'm still stuck on the earlier build 2-01-2017.08.08.14.43.

Thanks,

Chris
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Alan Clayton, Official Rep

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Hi Chris, can you confirm the Player Version for your Display?

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RedLion LionIT

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Still same issue. I did email but cannot wait 2 or 3 days for an answer from this point. CEO and owners want this fixed.
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Blake Freeman, Official Rep

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RedLion,

Our development team is currently treating this as an escalated issue. Any developments will be posted in this thread. In the meantime, if you have any filenames with special characters like # or &, remove those characters from the filename and restart Rise Player.
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Chris Luis

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Hi Alan, 

All 4 displays are on  2017.09.06.18.52.

Still having the same issue.

Thanks,

Chris

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Jonathan Schmidt

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If there is an older version of the player that doesn't have this issue, can we get access to it and prevent it from auto upgrading?  The displays are looking very ugly right now, students who just arrived to our school are looking at error messages.
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Alan Clayton, Official Rep

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Hi Jonathan,

I'm sorry for the problems this has caused you. We just released a fix which you can read about here
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Jonathan Schmidt

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Thanks!  All seems well now.
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Chris Luis

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I rebooted all units this morning at 10:30 EST and the update 2017.09.11.22.45 automatically downloaded after a few minutes.

Everything seems to be running smoothly for now.

Thanks for everyone's feedback and help resolving this issue.

I think after 24 hours we can update this issue to solved. Otherwise, I will post any further updates.

Thanks again everyone!

Chris
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Alan Clayton, Official Rep

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Thank you for the feedback and happy to hear your content is back! 
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William Oneal, Champion

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Looks like the fix worked for me. Thanks.