Rise Presentation on Error Issue

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  • Updated 3 years ago
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I'm have an issue on one of my players. I'm not sure why, but it showed "This Display ID, xxx, is in use by another Display" error. That is NOT my issue itself.. but this did give me two problems.

1. It shows the "Rise Vision" presentation in the background. This is not ideal. It seems even if it does detect that another box has this Display ID, it should correlate with the Company that display is attached to and show the presentation I have provided in the "Network" tab, yes? At the very least, I would expect the gray background (as when first setting up the player).

2. I'm getting this error, but the mouse is disabled. Even if I wanted, I am unable to click any buttons to "Enter Display ID" or "Enter Claim ID". Further, the "

Help?

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Wendi Borden, Champion

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Posted 3 years ago

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Blake Freeman, Official Rep

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Wendi,

When a duplicate display ID is found on our network, this is the default error message and presentation shown. If you would like to suggest an idea to our developers for a change to this, please follow these directions. If our community agrees with you, and the idea gains traction, it's likely that your idea will be reviewed for development.

You're getting this error because your display ID is in use elsewhere. Can you change the display ID on that media player? If not, you may have to connect a mouse and keyboard to change the display ID on this unit.
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Wendi Borden, Champion

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Hi Blake,

I understand what the message means. I'm not sure why it appeared on that system, as I know it was not in use elsewhere. It's a Chromebox that has been sitting on a bench for weeks, so I don't imagine it was running twice on it. A reboot fixed the issue. Anyway, as I said that is NOT the problem at hand. I'm now recreating the issue for my own testing using another box.

I'd love to connect a mouse and keyboard to change the Display ID, however the mouse is disabled, and the keyboard also does nothing on this screen. I've tested on the Chromebox (I have a mouse and keyboard attached) as well as my Windows PC I'm currently using (obviously a mouse and keyboard are attached).

Thanks!
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Wendi,

How are the mouse and keyboard disabled?
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As in, I cannot see the mouse when moving around the screen (unless I use the left click to view where it is). When the mouse is above the buttons, a click does not register.. therefore I cannot "Enter Display ID" to fix it. I've also attempted to Tab around with the keyboard and various other combinations with no luck.
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Is this Chromebox in Kiosk mode?
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Wendi Borden, Champion

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The Chromebox is in Kiosk Mode..

My Windows computer is not..

Neither will let me use the mouse or keyboard to input once on the screen above..
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Wendi,

I'm sorry, I don't think I'm following the actions here.

On the Chromebox, you are in kiosk mode. You get the Duplicate DisplayID error message, attach a mouse and keyboard, and cannot click any action button on screen, is that correct?

On your Windows computer, you have installed player, you get the Duplicate DisplayID error message, and you cannot click any action button on screen. Is this also correct? 
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Yes, that is correct on both counts.
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Wendi,

Thanks for reporting and clarifying this. I'll look into replicating the issue you're seeing, and if needed I'll log a defect.
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Wendi,

I haven't been able to replicate this issue since you reported it. Is this still something you've seen happening?
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Wendi Borden, Champion

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Hi Blake, 

Thanks for checking back. It looks like someone on your end has been looking at it, as the page returned has changed to the one attached. It's no longer displaying a broken Twitter feed on the side. The link it displays (http://help.risevision.com/#/user/player/register-player) still returns a 404.. albeit I have to type it in my browser since I can't click it.

However, the bigger problem still exists. It will not let me input a new ID. I can see the mouse cursor, but I can't click anything, and the keyboard will not input. More specifically, it pretty much locks up the player. For instance, usually you can Ctrl+W to restart the player in Windows, but instead I have to open Task Manager to close. Same for Ubuntu, and a Chromebox requires a reboot.

I can reproduce it easily in Windows, Ubuntu, and on our Chromebox.

Example.. start device "XXXX" in Chromebox.. then open the same "XXXX" device in Windows or Ubuntu. One of the boxes will begin alerting, as I expect. Again, the problem is that it pretty much locks up and I can't click the button to input a new ID. Looks like I should be able to, it's just not working..

Thanks!

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Blake Freeman, Official Rep

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Wendi,

Could you please email me directly, btf@risevision.com? I would like to work through through with you. I simply cannot reproduce this on any of my machines.
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Hey Blake,

I tried for quite a while to get it to replicate reliably yesterday. Before, I was seeing the problem about 90% of the time. Yesterday I got it to happen maybe 6-7 times, but it seems now to be intermittent. I suspect there is some timing at play.

The background page has been updated, which is great. Ctrl+W seems to be working now inside Ubuntu (did not before). It seems to be doing a better job of recognizing that a player is a duplicate before starting up now, thus reducing the times I see that error. 

Given the sporadic nature of the problem now, I'm not certain I could reproduce it for you now if you remote in. I think we'll just let this one go. Thank you all for looking at it! I appreciate the response!
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Ray Durkin

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Wendi,

Thanks for that follow up.  Please do let us know if this becomes an issue again in the future.