Problem retrieving files from rise cache

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  • Problem
  • Updated 1 year ago
  • Not a Problem
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I am facing an issue with our rise player setup. I have set it up on Ubuntu 16.04 running RisePlayerElectron 2017. Standard.

The presentations run fine, however after a some hours (not sure how long, around 7 hours) usually all the externally hosted images disappear and I am instead presented with the error "problem retrieving files from rise cache" .
 The only temporary remedy I have for this issue right now is to restart the player. I have tried scheduling a reboot, but for some reason instead of rebooting my screen it shut it down and had to be manually started, this is something I cannot afford as the screen is very hard to reach manually. 

I would appreciate any help to fully resolve this issue.
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Mohammad Yousefi

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Posted 1 year ago

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Tyler Wight, Official Rep

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Hello Mohammad,

Does this device get a stable internet connect? These errors sound like it may be network related, so checking the network connect would be a good first step. Can you also try updating Rise Player to the newest version using this link? We did have a few changes that we rolled back recently that may be part of this issue.
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Mohammad Yousefi

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Hi Tyler, 
Sorry for the delay, I just wanted to make sure that the system will go through its paces without issues before letting you know that the problem is resolved, 

I reinstalled the player and we are not facing the issue anymore. 
Thank you,
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Fredrik Smaamo

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Hi! We're also experiencing this issue on a regular basis. The issue usually affects players with a medium-quality wireless network connection (from a 4G-wirless router), some times the connection is poor, but it's usually good enough to handle everything we throw at it. The players always manages to start up and download all the content and start playing, but after some hours some of the images (or one of the images) start to be replaced by the "Problem retrieving files from rise cache"-message. We solve it by restarting the players.

We tried to activate the professional player, expecting it to solve this issue (from your article about the professional player: "The new Rise Player Professional is a self-contained application that is completely capable of starting and running consistently without an internet connection. As long as your content has been loaded at least once and assuming the content doesn’t rely on real time data feeds for things like weather or financial market updates, your content will always be shown."). The professional player seems to work exactly like the standard one.

Is this a known problem? Do we have any ways of reading some error messages or logs to better understand the problem?

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Robb, Official Rep

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Hi there Fredrik,

Can you let me know the name of one of your Presentations  or Displays that you are seeing this with? I'd like to try it on my own to see if I can replicate the issue you are seeing.

If you would prefer not to share the name in here, you can email, and mention this forum conversation so I can jump on top of testing to see if I can recreate.

To answer your question, this is not a known issue, so I would like to test it ASAP to see if I can recreate.