Sound disabled or service crashed

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  • Problem
  • Updated 2 years ago
  • Not a Problem
Hello,
We are running Rise Vision on an i5 NUC, 8GB Ram and SSD drives, with Windows 10 as the OS.  The computers have been set to reboot each morning at 2am.  The presentation is setup to mute sound from Rise Vision until a certain time in the afternoon - the video is the same for the whole day.

We have found that sometimes the computers don't play out sound and the sound icon has a red line through it in the Taskbar (there doesn't appear to be any pattern to it not working).  If I try to play something outside of Rise Vision, i.e. if I play something from YouTube there is still no sound.

Clicking on the icon runs Windows troubleshooting which 'resolves' the issue and sound starts working again.  A reboot also fixes the issue.

We have checked the event logs and there does not appear to be anything listed related to this issue.

We're just wondering if anyone has noticed this issue when using Rise Vision?

Regards,

Matthew
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Matthew

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Posted 2 years ago

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Robb, Official Rep

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Matthew,

Have you tried setting the same Presentation twice in a Schedule, the first version that plays in the morning has the video muted, the one that plays in the afternoon is not muted?

I'm not aware of any way that the Rise Player would affect the audio on the Display, but off the top of my head, the above would be a great test to determine that the sound 100% plays from the Presentation at the appropriate time.

Does the sound icon get the red line at the same time every day? Is it possible a hardware or driver issue?
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Matthew

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The red line does not appear every day and is rather random.

I don't believe it to be a hardware issue and I doubt it is a driver issue, as there are no errors in the event log.

We have also tried running Rise Vision on different hardware and noticed the same issue.

We can look at modifying the schedule as you suggested.  Once this is in place I will report back.
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Robb, Official Rep

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Matthew,

Thanks for those clarifications. I've never seen this occur due to the Rise Vision Player myself. Any chance you could share a link to your Presentation preview? I'd like to test this out myself just to see if I can recreate the behaviour. 

Thanks!