Rise Player shutting down and crashing often with Chrome 51?

  • 1
  • Problem
  • Updated 2 years ago
  • Not a Problem
We have about 36 Chromebox/TV signage units. And they've ran fine for a year to 2 years so far.

But for the last month or so (longer?) about half our units shut down every day. Sometimes several time a day. We've sent out techs to those campuses to restart them. Some will work the rest of the day, some shut down again in a short time.

We've been getting the Chrome crash screen with the sad 'Mac' face often too. Sometimes those sad 'Mac' TVs will restart by themselves. But they often crash again.

By crashing here, what I mean is that our techs manually check on the 'up status' of our signage units every day, only to find the screen dark and the Chromebox shut down. (And lately the sad 'Mac' face crash screen also.)

Every day now it's a battle to keep all the Chromeboxes up and running. And at the worse time too!: Our administration is finally noticing our signage efforts and is talking about getting more departments involved ....

Is this because the Chromeboxes are at v. 51? Is it possible to downgrade to a stable version? (We don't have CDM, but I'm getting a single license very soon for testing.) Or to put it this way: how can we stabilize 36 Chromeboxes installed at 7 campuses over a 50 mile area without going out and touching each one of them?

Thanks,
Robert
Photo of rcruse

rcruse

  • 3,268 Points 3k badge 2x thumb

Posted 2 years ago

  • 1
Photo of Darius - PRODO.us

Darius - PRODO.us, Champion

  • 26,850 Points 20k badge 2x thumb
Sorry to hear that, Robert. Unfortunately Rise Vision does not support Chrome devices anymore. It is absolutely possible that the Chrome update is responsible for your troubles; however, downgrading is pretty much impossible thing to do. Chromeboxes start downloading the latest version as soon as they get connected to the Internet, before you can even attache them to your management license (the only way to keep 'em locked in the stable Chrome version).

Basically, your only option to get stably performing devices now is to replace them with Windows or Ubuntu players.

I still have have 3 Chrome devices, two managed and one not. I must say they have been very stable over the last year. Significantly more stable then when they were supported by RV. I wonder if there is something else that could be responsible for all the crashes. Maybe the content, such as too 'heavy' video or they are overheating for some reason (dust in the vents)?
(Edited)
Photo of rcruse

rcruse

  • 3,268 Points 3k badge 2x thumb
Darius,

Thanks for the feedback. Unfortunately, we've purchased and deployed about 40 Chromeboxes in the last year or so,  and we don't have the budget (or approval I would imagine) to replace these devices so soon after buying them.  (In fact 5 new Chromeboxes just arrived yesterday.)

So we're trying to find a pattern in the shutdowns and "Sad Mac icon" crash screens.

Concerning video, we have been streaming YouTube videos using the HTML widget for 6 months now., and no issues.

However, about two month ago we added a presentation using the video widget that pulled a video from Rise Vision Storage. And thinking back, these problems started around then.

It may not related to our issues, but I've just gone to one of our schedules and removed the presentation with that particular video from RV storage. Maybe that will stop the crashing .... Fingers crossed.

Thanks,
Robert
(Edited)
Photo of Robb

Robb, Official Rep

  • 76,676 Points 50k badge 2x thumb
Robert,

As Darius states above, the issue may very well be Chrome 51, that would be the first place that I would start.

Once you have them in a managed environment, you can set the option: Restrict Google Chrome version to, so hopefully going back to a previous version on those managed devices will make all the difference.

I'm curious as well, were there any content changes around the time this started that may have attributed to this?
Photo of rcruse

rcruse

  • 3,268 Points 3k badge 2x thumb
Robb,

So you can downgrade to an earlier version if you install CDM?

We've been playing more video, both via RV storage and YouTube using the HTML widget. But we've been doing that since early this year,  and (it seems) this issue started at most 2.5 months ago.

Thanks,
Robert
Photo of Robb

Robb, Official Rep

  • 76,676 Points 50k badge 2x thumb
Robert,

That's my understanding, specifically from this page:
Photo of Darius - PRODO.us

Darius - PRODO.us, Champion

  • 26,850 Points 20k badge 2x thumb
Yes, as few other users too. It did not work for me and I did not bother anymore. Some other users went further, though. As I remember the conclusion was that chromeboxes cannot be downgraded that way. There was some workarround that required downloadable image of Chrome. I cannot remember exactly as it was too long ago, but the topic is somwhere and you should be able to find it.
Photo of Richard Baldwin

Richard Baldwin

  • 90 Points 75 badge 2x thumb
You cannot go backwards using that version control in the admin panel.  All that function does is prevent you upgrading past a certain version.  The only way I know how to downgrade is to either powerwash the system, hope it goes back to an older version, and then prevent it from upgrading again...or find an old firmware version and install it manually (though I have not done that myself).
Photo of Robb

Robb, Official Rep

  • 76,676 Points 50k badge 2x thumb
Robert,

Did Richard and Darius answer your question?

Thanks! 
Photo of rcruse

rcruse

  • 3,268 Points 3k badge 2x thumb
Robb,

Unfortunately yes ;) That is disappointing, as we still have to use these Chromeboxes for the next year anyway.

But ... I'm having our techs watch the signage TVs across all our campuses to see if removing that video widget presentation will stop most of the crashing.  And for the first 3-4 days at least, after removal of that presentation,  I haven't had reports of crashing yet. So I'll keep my fingers crossed,  and wait another week without running the video widget in a presentation to confirm that was the main issue.

On the other hand, more departments are asking for videos in their presentations. So I've been using the HTML widget with embedded YouTube videos. It works well, plus we have the advantage of being able to display captions, which video from the RV storage and video widget can't do. But we'd still like to use videos stored on RV storage in our presentations too,  so we can playback more than just YouTube videos.

Could it be that with the possible issues between versions of Chrome OS and the RV player, the video widget may just not work for us anymore in our environment?

If that is the case, is there a workaround for playing videos from RV storage?

Thanks much,
Robert
Photo of Darius - PRODO.us

Darius - PRODO.us, Champion

  • 26,850 Points 20k badge 2x thumb
It can be just that video. Last week week had a person whose video was crashing his players, both chrome and windows. Simple conversion to WebM or MP4 with size reduction solved the problem.
Photo of rcruse

rcruse

  • 3,268 Points 3k badge 2x thumb
Robb,

I sure hope so. That would save our bacon. We're having  several of our deployed Chromeboxes (v. 51) shut down each day now.
 
I should get a single CDM license here in the next day or two for testing  this on my own test Chromebox. If we can rollback to v. 48, I guess we'll be okay for now.

Questions:  We've received news/notices about Chrome OS issues and support over the past year,  but can you confirm if your company  is no longer updating the RV Chrome OS Player? Does your company support Chrome if the devices are under CDM? Or has your company really ruled out Chrome for future use and development?

Thanks much!
Robert
Photo of Robb

Robb, Official Rep

  • 76,676 Points 50k badge 2x thumb
Robert,

Rise Player on Chrome OS has been released as an open source project to the community and it is no longer directly supported or maintained by Rise Vision at this time.

One of the reasons for this was issues with reliability, similar to the one you are having right now.

My recommendation, which I know would be a huge undertaking at this time due to having 36 Displays running Chrome, would be to switch over to Windows or Linux as the OS on the Displays.

Thanks!
Photo of rcruse

rcruse

  • 3,268 Points 3k badge 2x thumb
Robb,

Our department won't approve the replacement of all these Chromeboxes as they're still new devices. In fact, we received 5 brand new Chromeboxes just yesterday. But even if they did approve,  we won't have the budget to replace these until next year.

So unfortunately jumping ships at this point isn't an option. For the next year at least, we've just going to have to make the Chromeboxes work somehow.

Thanks for your help,
Robert
Photo of Richard Baldwin

Richard Baldwin

  • 90 Points 75 badge 2x thumb
We are currently running RiseVision on Chromeboxes in our district, many of which are running ChromeOS v51 without issue.  In fact, I have 5 at one site running v51 (RiseVision player 15.11.20.7944) that have been running 24/7 for months, rebooting every morning @ 4AM, without issue.  The problem may be with the content or widgets rather than the devices or software.

On a separate note, it is pretty annoying for RiseVision to treat the ChromeOS player like the red headed step-child when it is a much, much better option for users.  The devices are cheaper, easier to use, easier to manage, easier to update and maintain, and just plain better than the other options that they promote...and it works phenomenally for an app that hasn't been updated in 5 months and it apparently not supported.  All of their competitors support ChromeOS, but Rise's response to an issue with their player is not to try and solve the problem but to suggest the customer spend $4000+ on new devices? Come on... I love the product, but know what your customers want and meet their needs...it might be a hard problem to solve but others have already solved it so I know you guys can do it if you tried.
Photo of Darius - PRODO.us

Darius - PRODO.us, Champion

  • 26,850 Points 20k badge 2x thumb
Opinions are like that body part that everyone has. With that said, I vote for Windows as a much much better option )))

I also must note that Chromeboxes started working better from the moment the RV support ended )))
Photo of Robb

Robb, Official Rep

  • 76,676 Points 50k badge 2x thumb
Richard,

I can certainly appreciate your feelings towards supporting the Chrome OS, and trust me, it wasn't a decision we took lightly.

If the Chrome App is working for you, then you can certainly stick with it, and from your experiences, it sounds like Robert's issue may be content related.

Robert, let us know what you find, I'm very curious if this is 51 based, or something content related.

Thanks!
Photo of rcruse

rcruse

  • 3,268 Points 3k badge 2x thumb
Well ... it's  been two days since I removed that video presentation that uses the video widget.

Techs from 3 of our campuses have reported that the Chromeboxes have remained up during the past two days.

That particular video presentation did receive many positive comments from the staff and students. But I'd rather have a stable system. So I'll cross my fingers and hope this will continue next week also. 

Thanks and have a good weekend,
Robert
Photo of rcruse

rcruse

  • 3,268 Points 3k badge 2x thumb
Thanks for the support Richard!

I'm removing a video from RV storage that I added several weeks ago to a presentation. It was the last presentation I added to our schedules that had video. And it was around that time that the issue became worse ...

So maybe you're right about the content or widget causing the issue, rather than Chrome 51.

Thanks a lot for the troubleshooting idea.

Robert
Photo of Darius - PRODO.us

Darius - PRODO.us, Champion

  • 26,850 Points 20k badge 2x thumb
rcruse, try converting it to WebM because there is no need to throw away a video that everybody liked.
Photo of rcruse

rcruse

  • 3,268 Points 3k badge 2x thumb
That's a good idea, Darius. I'll probably wait a few weeks to try this again though.
Our signage viewers (and supporters) need to experience stability of the platform for a while to build back confidence in the system.

Thanks for your input in this matter. I do appreciate it.
Robert