There was a problem playing that video. It could be that we don't support that format or it is not encoded correctly.

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  • Problem
  • Updated 3 years ago
  • Not a Problem
Hi Rise Vision community,


 

I’m having an issue with the video widget.  Throughout the day, the following message will appear in the place of the video widget: “There was a problem playing that video. It could be that we don't support that format or it is not encoded correctly.". 

 

The videos are 9 .mp4 files hosted in Rise Vision Storage ranging in size from 1.6MB to 265MB.  The video widget plays the videos from a 'Folder of Videos'.  All videos play correctly on the digital signage screens (x3) however, very randomly they stop working at different times throughout the day and display that error message.  It does not self-resolve and the media player must be restarted or I have to retract and re-add the schedule to the media player again.  I’ve also noticed that none of the videos are caching when the player loses the ability to connect to the internet.

 

I’ve tried troubleshooting however I can’t pinpoint if this has something to do with a particular video file (even though they all play on Rise Vision without any issues), caching, media player or a presentation setting.

 

Any help would be greatly appreciated!

 

Cheers,
Evan

 

Player details:

Player Version: RisePlayer 2016-04-22-19-30

Viewer Version: 1-06-201605051355

Browser Version: Chrome 49.0.2623.75

Player OS: Windows 10 (running on Intel NUCs i3 and i5)

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Evan Karagiannis

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Posted 3 years ago

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Robb, Official Rep

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Hi there Evan,

I think I am looking at the wrong Company, since when I search for a Company with the name Karagiannis in the title, I only see a Presentation called Copy of Landscape 2. Can you share a preview link to the Presentation showing this issue? Or if you prefer to email it, can you email it to support@risevision.com?

Thanks!