Rise Player Installation - An unknown error has occurred

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  • Updated 3 years ago
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When trying to install Rise Player I am getting an unknown error has occurred. I am trying to setup 2 new displays and getting this on both installs.
One install is on Windows 10 and the other is on Windows 7 x64. I currently have 1 display already running on Windows 7 x64.

Taking a look for an install log file in C:\Users\<user>\AppData\Local\Temp I wasnt able to find anything of use. Seeing that the install gets extracted to C:\Users\<user>\AppData\Local\Temp\Installer I attempted to run installer.exe from that directory manually.

Doing this I was able to successfully install Rise Player on Windows 10 and Windows 7.
You might want to take a look at your packaged installer files as something seems to have happen.

Craig
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Craig Benge

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Posted 3 years ago

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HSuarez

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Hi Craig,
Thanks for letting us know! We want to find out more about why this error has occurred and also to look for ways to improve this messaging. Can you send through and confirm the name of the Displays?

Also within rvplayer there is going to be two .log files - installer-detail.log and installer-event.log. The .log should provide more info as to the events that have occurred. If you can locate these and send to support@risevision.com and we can take a look as to what we can improve for this.

Thanks for taking the time to write the feedback,
Hannah
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Craig Benge

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Email has been sent with both log files from the Windows 10 machine.
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HSuarez

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Looking at the logs I can see the message 'Error setting file permissions' - we have an open issue regarding this. Thanks for sending it through the additional logs and details,
Hannah
(Edited)
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Vaughn De Fouw

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I think I am having a similar issue.  My sign was sitting on the "an unknown error has occurred" message this morning as well.  For some background, this is a domain connected computer with a standard / limited user account - no admin rights.
This is a brand new Windows 10 sign (running on an InFocus Kangaroo - awesome little computer btw), it keeps copying the entire system32 directory under the %localappdata%/rvplayer/installer folder.  My guess is you might have an issue with not using an absolute path on some file copy operation.  I know that if you don't specify a path absolutely, it will default to the %windir%\system32 directory - and that looks exactly like what is happening in this case.
I will grab the logs the next time, but it has happened twice on this box already and then I have to completely rebuild it.
I will forward the info on to support if it happens again.

Thank you.

(Edited)
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HSuarez

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Hi Vaughn,
Thanks for reporting this. The logs are good to help assist in issue reporting such as this unknown error message. But I have passed on this info to the team for feedback also. Thanks!
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Ashleigh

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Hi Vaughn,

Just letting you know that we have released a new version of installer that has addressed this issue you have been experiencing.

Thanks!