Schedules not working

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We have our displays schedule to run Monday through Friday from 8am to 6pm. For the last couple of weeks the displays do not turn back on in the morning. If I go back to the schedule and simply hit save they run until 6PM at which point they shut off correctly. The next morning they will be off again and will not work unless I go to risevision.com and hit save under schedules. I have tried to completely remove all schedules and start over yet the problem persists. Any ideas how to fix this? 
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TV ATL

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Posted 2 years ago

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TV ATL

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I should mention that we have four displays. All four run windows 10. One is a RiseVision Intel Compute Stick and the others are small form factor PCs. 
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Robb, Official Rep

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Hi there!

I noticed that all but one of your Displays are currently offline. Is it possible this is occurring because the devices are not offline, and therefore are not getting the updated information that they should be coming on at 8 am? is it possible there is an issue with the network at this location, as 1 of the Displays have been offline since the 14th, the other 2 since the 18th.

Thanks!
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Darius - PRODO.us, Champion

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Hi, how is it possible to shut down and turn on PCs with the schedule settings? Is there something I've been missing?
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Robb, Official Rep

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Darius,

You wouldn't be able to turn off or turn on the devices using the Display Settings. That reboot functionality only restarts the Display at a specific time.

What I meant was if the device is not online at 8 am, if something has occurred on the network or with the Player itself so it cannot confirm that it is supposed to come on at that time, the Display will remain blank. Is it possible that something is occurring in the network after 6 pm and before 8 am that may be disconnecting and or rebooting the devices? I would suggest confirming that all appropriate sites have been opened on the firewall for the Display to communicate first and then investigate the Displays themselves; confirm that the time is set correctly, no errors in the system log, or possibly any indications of what may be happening on the network that may be causing this to occur.

I look forward to hearing what you find!
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Darius - PRODO.us, Champion

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I got a bit confused by the way TV ATL described the situation. I though I was missing something all this time.

I would also recommend in this situation (bad network) to force restart by using Windows Task (I was forced to do just that because of WiFi issues) as in here; https://community.risevision.com/rise_vision_inc/topics/auto-restart-task

PS Again I urge RV to revise the way player works in situations like these. There could be built in forced reboot option (user managed) regardless of absence or presence of the Internet connection.
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Kendrick

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Just want to add a +1 to this scenario for troubleshooting's sake.  We have two displays that have been exhibiting this behavior for a couple weeks now and I chalked it up to the fact that they are Chromeboxes, but it seems that this may be wider spread as our symptoms are exactly the same.  I am able to save and re-publish the presentation and cure the problem until the schedule runs out, just as is mentioned above.
Other oddball things to mention, again for the sake of troubleshooting, is that both of these displays are running on the old editor platform due to using the presentation widget, but we do have other displays running other presentations that aren't being problematic, but are also using the presentation widget.
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Bill Westrick

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I am also seeing the same issue on a Windows PC running Windows 7 pro. The problem started approximately 2-3 weeks ago. We have a weekly schedule as well. The screen is black when I come to work in the morning. If I use the risevision management online to restart the player, it restarts and the presentation comes up. If I remote connect to the PC when the screen is black, I can connect to it. I have started trying to change one thing a day to see if I can get a different result.
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Robb, Official Rep

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Bill, can you confirm for me which Presentation in your Company is having this issue? Would the Do Front Entry Schedule be one of them?

Kendrick, I'm only seeing a 24/7 Schedule in your Company, are you seeing this issue in one of your Sub Company Schedules?

Thanks!
(Edited)
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Kendrick

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Yes, Campus Center is the sub-company.  Schedule is CC North and South.  Also to add another wrinkle, I had hooked up a chromebit to see if it displayed the same behavior and it has been running the same schedule for over a week, correctly, with no issues.
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Bill Westrick

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Yes (thanks for responding so quickly), the DO Front Entry schedule is the one that is having this problem. Basically some header boxes, date and time, and then a webpage for most of the content. Yesterday's test change was to select an end date in 2024 to save a change to the schedule. Black screen this morning and restarting the player remotely got it working. Today, the saved change is to change the schedule from weekly to daily and we will see what happens tomorrow morning.
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Robb, Official Rep

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Thanks for that info Kendrick! I've found a common theme among all these Schedules, so I am going to test mine overnight to see if I can recreate the same behaviour. I will update everyone tomorrow if I can recreate this issue. 

Thanks for your help!
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Bill, Kendrick,

I wasn't able to recreate this issue this morning, so I have added a Display to each of your companies in the hopes that I can recreate it using your schedules. So don't be alarmed if you see a "Robb's Test Display" in your Companies :)

Thanks!
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Robb, Official Rep

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Good day Bill and Kendrick!

My Displays showed up online this morning exactly as expected. We were discussing this internally, is it possible that the time on the media players themselves may be set to a timezone that does not adhere to Daylight Savings Time? Since these issues arose around the time that Daylight Savings Time changed, I wonder if that had something to do with it.

This wouldn't be simply the time on the device, it would actually be the timezone that the device is in in the Operating System settings. 

If you need any assistance in diagnosing this, please shoot me a message at support@risevision.com and I can do my best to assist so we can determine the time zone on the Displays.

Thanks!
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Thanks Robb.  I don't disagree that this is a good hypothesis, but wouldn't the result be that the presentation still plays, only at a different time?  As it stands the affected displays are not coming on at all without intervention.  I'll check on the time zone and see if it might be goofed up.
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Kendrick, that was our assumption as well, but it would be a good place to start, and if it was discovered that the Display was indeed in a timezone that did not adhere to DST, we could investigate that specific setting further.

Thanks!
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Kendrick,Bill,

Any update? Is there anything awry with the timezones on those DIsplays?
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Bill Westrick

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I just checked the rise vision PC before restarting the player and it is set to central time with the checkbox for using daylight savings time. The current time on the PC matched the current time on my PC, which also matches the current time on my phone.
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I haven't had a chance to look at the machines on our end yet, but hope to do so soon.
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Sorry for not responding sooner. I suspect our displays may have shown offline when we were reinstalling the software trying to fix the issue. Right now all displays on showing as online. the problem still persists on a daily basis. We are running all Windows 10 with the latest Rise player as far as I can tell. I believe this problem started around the same day AWS had their huge outage. It hasn't been the same since then. 
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Thanks for that followup TV ATL! 

I noticed that all your Displays are currently offline. Is it possible there is a network issue over there that may be responsible for the Displays not showing the correct content?
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TV ATL

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I am showing them all online. I took a screenshot half an hour ago and again just now. They appear to be online. If I hit save on the schedule without any changes they will all start playing again. Right now the only one playing is the operations display and that is because I restarted the Rise Vision software this morning. 
(Edited)
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Darius - PRODO.us, Champion

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I know it is silly, but check AM PM settings for scheduled content.
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TV ATL

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8AM to 6PM. They will turn off at 6pm but never come back. 

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I have a bunch of Windows devices and non of them does that. Are they WiFi or Ethernet connected? If WiFi, for testing purposes, can you have one of the 'bad' devices connected by Ethernet cable?
Also, what exactly happens from 6PM to 8AM. Do they turn off or what? I am trying to understand why you cannot leave on for 24/7 with nightly restart?

I set one of mine to the similar setting. I want to see if there is a bug or something. Now, it is also possible that there is something wrong with the device setting after some Windows update. Did you configure the devices yourself or did you buy them from the RV Store?
(Edited)
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Thanks for that confirmation TV ATL!

I've added my Display into your Company to see if I can recreate the issue. From how I see your Schedule set up, my Display will go off at 6 pm and come back on at 8 am tomorrow. So far I have been unable to recreate this issue, but I will let you know how everything looks tomorrow. Thanks!
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Bill Westrick

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For now, I have added a scheduled task that will cause the rise player to restart after the scheduled presentation start time. I tested it this morning, and it looks like that will ensure the player starts and the presentation will be active on the screen.
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TV AVL, So, my presentation schedule stopped playing at 5Pm last night and came back on again at 8AM as expected. I believe there is no problem with the schedule at all. Perhaps there is something going on with your network (WiFi or Security issues) or even PC settings (power, sleep). Also, you said you were 'fixing' something there, so it very much likely also can have something to do with that. I would recommend uninstalling RiseVision first and then removing all of its content from Users>YourUser>AppData>Local>rvplayer. After that install the fresh copy of the player again.
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TV ATL

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None of our displays are working  unless I hit save from the schedule menu. All four are still online and don't appear to be experiencing any network issues. None have had any changes to PC settings. It is strange that all of them quit working at the same time. I noticed that your test box was Windows 7. All of our displays are running Windows 10. Could that be the difference? 
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Just as a reminder, we are experiencing the same symptoms and have been running Chromeboxes, so this is not unique to Windows.  Either a save from the schedule menu, publish from the presentation screen, or force restarting the player from the display menu fixes it until the next roll over of the schedule.
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Darius - PRODO.us, Champion

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I did not say it was Win7... not sure where that came from. I was testing on Win10Pro PC. Again, I am curious, why do not you leave them playing content 24/7 with nightly reboot? I do not really see any advantage of your setup: presentation stops playing, but the player still stays up, pc stays up, display stays up.

I do not know what displays do you have there. Digital signage TVs can come back on after power is provided (no human interaction is needed). In this case you can leave the PC and presentation on 24/7 with nightly restart. Connect TV to this https://www.amazon.com/Woods-50008-Digital-Programmable-Settings/dp/B006LYHEEY/ref=sr_1_6?ie=UTF8&am... This setup worked really well for me. TVs actually have their inner timer too, but for some reason that did not work well.

If your Display does not have this option. Then you can add another presentation into the schedule that has nothing in it and it is completely black. Set this presentation in the schedule for the off hours.
(Edited)
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Hello everyone,

Sorry to be late to the conversation, but my Display, which is a Windows 7 Display, was up in running when I arrived in the office today. I got into the office around noon due to an emergency this morning, and I see that the Schedule was last saved today, so I'm not 100% if this was running at 8:00 this morning, however I will be able to determine that tomorrow. Judging from past testing, I'm fairly sure it will be on tomorrow, however I will update everyone if I see otherwise. 

TV ATL, I don't think the OS matters, as I tested on both Win 10, Win7 and Linux, and all worked as expected in my previous tests of this issue.

Everyone, Just out of curiosity, would it be possible to test on a device outside of the network that your Displays are currently in? Perhaps a Display at home? I'm wondering if this is an environmental issue in that network environment. If we determine that is a factor, perhaps we can do a remote support session into one of those devices to see if we can determine the cause.

Thanks!
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I was watching the Display right at 8 am when everything came on as expected. TV ATL, are you still seeing the same issue?
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Yes. None of the 4 displays come on without intervention. As soon as I hit save under schedules it will work again. 
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Robb, Official Rep

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Thanks for that follow up. I've reached out to you via email to see if we can work with each other to get this investigated on one of your Displays.

Thanks!
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Good news TV ATL, which I know I sent you in email, but I wanted to include it here as well. The device that I was connected to came on as expected at 8 am, so to confirm, I did not see the scheduling issue on that Display.

Kendrick, Bill, quick question: Do your Displays require you to log into them when they restart? Or are they set to auto login?
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Bill Westrick

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Our device is set to auto-login.
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I don't know if I'm experiencing the same issue, but the symptoms at least are suspiciously similar. Since around 2-3 weeks ago, one of my players (Chromebox), but none of the others (Chromebox and Intel NUC) does not come back up after its nightly reboot or otherwise starts displaying a black screen overnight/early morning. In my case, content is scheduled to play 24/7, with the exception of a few presentations that play only from 8:45 pm–4:30 am. Display is set to reboot player every day at 3:00 am. My TV is on and set to the right input. The Chromebox is running. But the Player seems to be hung and the machine actually has to be shut off and restarted to bring it back. I've turned off the reboot setting and will see if that cures the issue Monday.

For the same time frame, I also have a problem with specific content in schedules. I noticed that a large "chunk" of scheduled presentations were never displaying. Looking over their settings and previewing the schedule, I discovered that the presentations will not display from a schedule. There is a brief white flash on the screen and the schedule skips them all and picks up the next presentation that's not affected. The presentations have worked just fine before a few weeks ago, work fine on other players, and look fine in preview from the editor. But they will not display from preview of a schedule and will not play on the player. Opening one in the editor (displays days since last accident), I was startled to see that all the text content (new editor text) in the placeholders had errors on them that said "Product not found." Regardless, I could click on the text content and see it and edit it. I tried rebuilding the text content, but the presentation will still not play from a schedule.
(Edited)
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David,

I see that all the Displays in your Company, including a Linux and Mac box, are all running the Chrome Packaged App Player, which is no longer supported (more on that here). Any chance you could install the latest version of the Rise Player on that Linux Display to see if that corrects the issue?

Can I ask the name of the Schedule in your Company that is exhibiting that strange behaviour so I could take a look?

Thanks!
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Thank you for your reply. Actually, for this Company (not including subs), I have only 2 displays, both are Chromeboxes. I have deleted the old displays I had used for testing prior to installation, but they did indicate that they hadn't been online since 2015. Of the company's 2 Chromebox displays, only one exhibits the sleep/shutdown/black screen problem. I was hopeful when, today after having turned off the 3:00 am reboot yesterday, I came in today and the screen was still up and running. But, alas, at 3:00 PM the Player went black again and the box had to be hard reset. 3:00 PM is a really odd time, because there in nothing in the setup that has ever been associated with 3:00 PM. The TV comes on automatically every day at 12:00 noon, then turns off at 4:30 AM. Two of the many Presentations in the Schedule for this Display are scheduled to display only between 8:30 PM and 4:30 AM.

The Schedule in question is CMLBreakroom. But I would point out that, when I had so much trouble with some Presentations not playing from the Schedule, I deleted it completely and created this one as a new one with a different name than before.

It's only a hunch, but given that both the daily black screen problem and the non-playing Presentations problem appeared at the same time (and that the black screen issue seems to be affecting users on various players/Players), I might be inclined to think they are somehow related.  Is it possible some recent change in the Platform has resulted in some bugs that might be unexpectedly causing these behaviors?
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I have an update on one part of this issue: It turns out that the problematic Presentations DO play from a Schedule. It's just that, for some reason, when a Schedule plays (either by previewing it or on the Player itself) it never starts at the first Presentation. It always starts somewhere in the middle, plays through, then starts over from the top. Then, on each play through, some Presentation or other seem to be getting skipped at random—they might all play, or one or more might get skipped over during any given cycle. Because I had never actually sat and watched a full 45 minutes of a Schedule rotation, it made it made it look like some Presentations would not play from within a Schedule. Of course, this introduces a new wrinkle—that is, why is the Schedule now not starting "from the top," and why do some Presentations get skipped over on some cycles?
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Dave,

What happens if you manually stop the RV Player by CTRL + SHIFT + Q and reboot the computer
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David,

There haven't been any changes recently that would result in that behaviour that I am aware of. Is there any difference in how the Chromeboxes are managed? For example are they both in your domain, or are they unmanaged? One of each maybe? It's very weird that only one exhibits the behaviour. If that is the case, the device time or management rules may be where to start looking here. 

Regarding the Presentations being skipped, is it possible the wrong Placeholder is selected as the Play Until Done Placeholder? Or maybe the Presentation item is set to a timeline that has passed?
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Both Chromeboxes are unmanaged. The time on both devices is obtained automatically and is correct. RV on the Chromebox displaying the daily black screen has been running longer between black screen events for the past week or so. When it does go black every couple days or so now, I can now often regain access to the OS with mouse and/or keyboard. In these cases, I see a message in Chrome saying that the RV Player has crashed. In those cases, I cannot successfully relaunch the RV Player without shutting down and powering back up the machine.

Re: Schedules, the issue is ongoing. Even Schedule>Preview shows the issue, which is that, at NO time when playing a Schedule (on any Player or player machine—that, is the same behavior on Chromeboxes and on Intel Ubuntu NUCs—or any schedule—that is, same behavior across multiple companies, sites, schedules, and Presentations), will the Schedule start with the first item(s) in said Schedule. When Previewing, it always starts with some seemingly random Presentation later in the Schedule. On the actual Player, however, it always starts with the same Presentation—the 11th one, for example, in the Schedule previously discussed as it currently stands—even when the Schedule is altered or even deleted and a new one made. It does however, once it reaches the end, loop back around and play all the items.

I'm not sure what you mean regarding PUD and item timelines. Unless I'm missing something, playlist items—not Placeholders—may be set to PUD. At any rate, all my Presentations are created without using PUD with the occasional exception of Presentations that play a video. And the Timeline setting on all Placeholders on all Presentations is always set to Always. I only rarely use an alternate Timeline setting on an individual Presentation within a Schedule—for example, to show a Presentation for delivery drivers only during times they are likely to see it.
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My display was up and running this morning, so I have an update on my issue. Yesterday I took the time to stop take a look at the PC running the display. The PC was connected to our network both wired and wireless, with two different IP connections. Rise had the display registered with the IP address for the wireless. On the wired connection, we had a typo in the DNS info on the static IP.

I disabled the wireless connection, fixed the static IP info so it had the proper DNS, deleted the display configured on RIse VIsion, and uninstalled the player software from the PC and removed the scheduled task I was using to force the player to restart (as a workaround). Then I configured a new display in Rise Vision, downloaded and installed the latest player version, connected via the new display ID, and then added the existing schedule to the display. And this morning everything worked.
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I'm glad to hear that Bill. Keep us updated to let us know if that solved the issue!
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Bill Westrick

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Apparently I spoke too soon. Two days in a row with a blank, black screen when I got in to work. So, same problem I guess.
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Any changes to the Schedule, or network in those 2 days? Is different content set to play on those 2 days?

Just out of curiousity, did you check to see if the Displays showed as online at https://apps.risevision.com when they were showing as blank?
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Bill Westrick

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On reflection, I think the schedule probably didn't run for some reason the first night after resetting everything, so the display was on because it never shut off.

1) I did make a minor change to the schedule and then changed it back so I could ensure the schedule was freshly modified and saved.
2) The same content is set to show every day. It is actually a really boring display because it just shows a snapshot of part of our public website.
3) It is still happening, so every morning I remote connect to the PC to see the blank screen, and I bring up the display in RiseVision in another window at my desk. In Rise Vision, it shows a presentation in the Display Screenshot, but if I click Update, it then shows the blank screen in the Screenshot window. Then I click Restart Player and watch on the remote desktop as the player quits, restarts, and the presentation starts for the day.
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Kendrick

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Bill - Not sure if you are still having issues, but our players' schedules started working again a week or two ago.  Hadn't made any changes since this conversation so I am assuming that maybe google pushed out an update in the os that solved the problem.