Two copies of rise player opening sometimes

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  • Problem
  • Updated 3 years ago
  • In Progress
About once every 3-4 weeks when I come into our office in the morning, we have an error message on our player, either we've been blocked or, like today, we saw "The display ID xx is in use by another display".  I have also seen this at one or two client sites.  

When looking at the task bar, I noted that two copies of the player were running.  This is what I've noticed each time the problem has popped up.  The second copy is running just fine but is hidden by the locked out copy.  Our machines reboot nightly, and the player is set to start by having the shortcut icon in the "Startup Group" on the Start Menu.

What could be going wrong with startup?  I there a way to more reliably prevent duplicate startups?

Operating System:
win/x86-32

Player Version:
RisePlayerPackagedApp 1.24.36
Viewer Version:
1-06-039

DisplayID = 9HCVE6REYA2R
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bhawley

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Posted 3 years ago

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Alex Kolenoff

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Hi bhawley,

We are looking into something right now to prevent this from happening.  In the meantime, can you tell me if you also installed the Application Monitor, since installing that and having the player in the shortcut may cause that.  Have you looked in the Startup folder for duplicates, for not only the logged-in user but also All Users to make sure that the player isn't being launched from two different locations?
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bhawley

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Thanks Alex, No, I don't think I've installed the Application Monitor, frankly I don't quite know what that is. Should I?

I looked in the Start up folder under the one and only user account on the PC and see just one copy. I also looked at the "All Users" App Data folder but there was nothing under the Start Menu there.

It's really strange since it only happens about once every few weeks. I have a theory that it happens on "Windows Update Tuesdays" though. I noticed that a client had a blocked screen the same day as I did in our lobby... this Tuesday. Their's is a Windows PC setup just like mine and had the same problem in the past. Are reboots at 3AM'ish conflicting? Something with how windows update works perhaps? I don't know.
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Alex Kolenoff

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Hi bhawley,

You don't need to install Application Monitor if you are not having specific issues where the Player shuts down to the Windows desktop.  This is something we mentioned in a Community Update and is also in the help files in case anybody is experiencing that problem.

That is interesting about your theory.  Have you checked the Windows event logs to see if they give you any clue on those days it happened?  If you have not already, can you set up a scheduled task for a nightly reboot of the PC and, if you have Windows updates set to install at a particular time, schedule the reboot for later than this?