Rise Vision startup failure

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  • Problem
  • Updated 3 years ago
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About a week and half ago, one of our RV TV displays went dark. I found that the staff had turned the TV off because they said it wasn't working. The Chromebox was booting, but the RV app would never finish launching without crashing.

The Chromebox would boot, the RV app would begin startup (show the white screen with the Rise Vision logo), then crash ... then the CBox would reboot, the RV app would begin startup, then crash, etc ... in a loop until the CBox was powered off.

I took it back to my office, reinstalled the Chrome OS from a flash drive, ran hardware tests, and it seemed to work fine. So I put this CBox back in kiosk mode, added the RV app, and it began working again. I thought it was just a glitch on that particular CBox.

Then a week later, I received a notice that 3 more Rise Vision TVs were having the same problem. Then yesterday, while I was wiping and reinstalling the OS on those 3 latest 'downed' CBoxes I heard from another group that yet another 3 were showing the same behavior.

So I'm trying to find a pattern here, because we have about 30 Chromeboxes deployed, and 7 of those have now exhibited this behavior. And these Chromeboxes are all setup the same, so why should some be affected and not others (yet ...).

Do you have any suggestions for troubleshooting this issue? I'm concerned it will continue, but I don't know why or what to look for.

Thanks,
Robert

p.s. While I was writing this, notice of a 8th downed RV TV has come in ...
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rcruse

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Posted 3 years ago

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Blake Freeman, Official Rep

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Robert,

Are these managed devices? What version of Chrome are they running?
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rcruse

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Blake,

No. They're running Chrome 45.0.2454.98.
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Darius - PRODO.us, Champion

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I have one non-managed Asus Chromebox running the same OS version with RV version 15.8.20.6847. It is working fine over here.
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Blake Freeman, Official Rep

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Robert,

Do you have any custom content running in your presentations? Any HTML or websites displaying?
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rcruse

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All of mine are RV 15.8.xx .... also, as well as Chrome 45.xx ....

We've had another two go down now. Now there's 9 of out 28 that have been affected. The thing is that they're all running the same content, except for a different Picasa slideshow particular to each campus.

And no, there's no HTML or any custom widgtet. It's just RV widgets, such as clock, weather, photo album, RSS, and news.

So far I've used the Chrome OS flash drive method of reinstalling the OS, then putting the affected Chromeboxes back into kiosk mode and back into 'service', and it seemed to work.

But this morning, the first Chromebox that originally had this issue two weeks ago, and which we reinstalled and put back into service, has gone 'dark' again.

I'm still trying to establish a pattern ...

Question: If there are energy saving settings on the TV, could the TV be going to sleep, which eventually causes the Chromebox to shut down due to lack of output signal?

Thanks for your assistance,
Robert
(Edited)
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Darius - PRODO.us, Champion

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I do not know what has happened the first time, but just yesterday RV issued an update that took out some of the Chromebox players. Turn it on and see the version, must be 15.10.XX..
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rcruse

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One more thing:
Our college doesn't have Google device management. Our request to even look into it was denied.
So we can't lock down our CBoxes anyway ...
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Blake Freeman, Official Rep

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Robert,

Please see the announcement posted yesterday regarding an outage with ChromeOS devices https://community.risevision.com/rise_vision_inc/topics/outage-notice-chromeos-devices

We currently have some open issues with Google regarding this.