Some Intel Compute Sticks showing red Status indicators on Displays page

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  • Updated 2 years ago
  • Not a Problem
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We have two campuses separated by about a mile, and each campus has a separate street address. I have three Compute Sticks running at the physical location specified as our 'Company Address', (the 'home' location) and three Compute Sticks running at the other campus which I'll tag as the 'remote' location.

All six of these Compute Sticks have the 'Use Company Address' checkbox ticked.

The strange thing is that the three 'remote' Compute Sticks, while working as they should, show red Status indicators on the Displays page.

Thinking that perhaps the Rise software is aware of the devices' actual locations, as a test I changed one of the 'remote' Compute Sticks locations to the street address where it is located and rebooted it. Unfortunately, there is no change in the Status light. The Displays page shows that the 'Last Connection' has the correct date & time for the startup of the Rise player app, and the device is happily showing a slide show.

Each of these devices picks up an IP address from a DHCP pool of addresses. Even though the devices are in separate locations, we have a 'flat' network topology, and some of the devices at the 'remote' location obtain IP addresses in the same subnet as the 'home' location.

Any clue as to how/why this is happening? 

The Compute Sticks we are running are version STK1AW32SC. All have had the various and sundry Windows Updates applied.
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Derek Smith

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Posted 2 years ago

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Blake Freeman, Official Rep

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Derek,

Is this happening on displays.risevision.comhttp://rva.risevision.com/#/DISPLAYS or both?
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Derek Smith

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Derek Smith

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On RVA.risevision.com the Status shows as active for all 6 devices, but one of the devices is currently off-line and powered down because of construction.

Although marked as active, the 'heart' status icon is red.
(Edited)
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Robb, Official Rep

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Derek,

First thing that came to mind for me was is it possible that a different set of firewall rules are being applied to the remote devices?

You can see our firewall rules on this page: https://help.risevision.com/user/create-a-display

Can you let us know if that is a possibility?

Thanks!
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Derek Smith

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I've just sent the list of addresses to our net guru. He most likely already has them in place already or Rise wouldn't work on our network very well at all. ;-)  I can restart the player and reboot the remote devices from my campus on my wired desktop and any wireless laptop - I just can't see the icon in Displays.

I'l ask him to make sure they aren't being blocked somehow in the intercampus firewall.
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Robb, Official Rep

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Let's hope he discovers what the issue is! Let us know how you make out.
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Derek Smith

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As I suspected, there are no intercampus firewall rules that would interfere.

One of the techies at the other campus is going to check to make sure the device has the correct time/date.

As a point of reference, I configured and tested these devices on my campus before installation at the other campus, and the 'LEDs' were green.
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Blake Freeman, Official Rep

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Derek,

Display status is certainly not real-time at this point. Right now there's up to a 15 minute delay in reporting online/offline status.
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Derek Smith

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In trying to troubleshoot the problem, I keep the Displays window open perpetually in Chrome on my office Mac, and refresh often. The LEDs have never been green.
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Robb, Official Rep

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Derek,

If they were showing correctly before being moved into that new network environment, that certainly suggests that there is something at that other location that would be causing this issue.

Would there be a way to compare the rules between campuses in relation to those devices to determine what the issue may be?
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Derek Smith

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There are no rules in our intercampus link that would affect it. The list of whitelisted web addresses & ports have been applied to our firewall for some time now. Rise devices at both the 'local' and 'remote' sites are picking up IP addresses in the same wireless subnets from our DHCP servers.

The only rules in effect are to segregate a subnet that services our HVAC monitoring systems, but that is a IP layer 3 (layer 2?) routing set up.
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Robb, Official Rep

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I'm not too familiar with that type of security to know if it would have an effect. At this point, since they work as expected in one environment but not the other, it must be something unique to that environment, but I am not 100% certain what that could be.

Does anyone else have experience with this type of network security to know if it may play a factor here?
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Derek Smith

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It turns out that talkgadget.google.com was being blocked in a separate rule enforced by some other part of the firewall system governing the wifi network. Once the block was removed, the status LEDs came on immediately.

Thanks for everybody's help!