Unable to view / update or upload images to storage

  • 3
  • Problem
  • Updated 4 years ago
  • Solved
Hi
Since your update I have been unable to use Risevision. First I had the issue with the images not appearing which was solved with a workaround by renaming my image files with no spaces. Now when I click on storage or try to change an image the storage screen is blank. None of my images appear and I am unable to upload any new ones. It was working great before the update I had no problems and was using it every day for about 2 months. I have tried clearing cache but this hasn't worked.
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TheSAMYK1981 .

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Posted 4 years ago

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Neal

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Is there a firewall, or proxy at your location?

Can you confirm that you're using Chrome, or are you using a different browser?

Thanks.
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Chris Andry

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Using Chrome
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Neal

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You may also want to try going to https://security.google.com/settings/... and clicking on the item called Store and revoke access for it. Then try logging in to Rise Vision and accessing Storage again.

Also, can you let us know what operating system you're on?

Thanks
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TheSAMYK1981 .

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After following your instructions i now get message saying i am not authorised to view this companys files. Since the update I am having so many problems as it seems many others are. Is there no possibility of a rollback to previous version. I am on windows 7 using Chrome browser.
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Neal

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An update for everybody.

Can you all please close the storage (if open) and then click on the Storage link? You should see a prompt asking you to sign in , and then a popup window asking you to accept.
Once both are done, you should see your files.

We do apologize about the inconvenience that this may have caused. We are currently looking into why it happened.

Thanks
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TheSAMYK1981 .

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Hi
Unable to close storage box. Clicking the X in the top right does nothing. I had to close the browser and re-open and sign in again. I cleared my cache, revoked access for store and tried to access storage again but still receive message saying 'you are not authorised to access this companies files'
I can't update anything in Risevision for several days
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Neal

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Sorry to hear you're still experiencing difficulties in using Storage.

When you have Storage open, can you right-click on the Storage window and select Reload frame? and let us know either way if the problem persists, or if it is corrected?

Thanks.
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John Verstraete

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I have the same issue TheSAMYK1981 describes above. I'm using Windows 7 64-bit with latest Chrome. Now, I can offer more information as with me, I have a personal Google account (used by Chrome), but my Rise account uses my business Google account log in. I pick my business Google account when I log into Rise. I don't know if that helps any. I can't add images due to not gaining access to Storage.
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Justin, Employee

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John,

Do you also use your business Google account to login to the storage link? (see Neal's post above).

Justin
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John Verstraete

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Justin, when I get to that point, I click on Sign In and nothing pops up. I get no account chooser, or it asking to re-enter my password. Just nothing happens.
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Justin, Employee

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I would try clearing the cache as mentioned above and only signing into both places with your business Google account.
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Robb, Official Rep

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John,

Have you tried clearing your cache, and only logging in with your business Google account? I wonder if there is something going on with the cache and multiple accounts here.
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John Verstraete

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I will have to try that later, as I need to leave for now.
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Robb, Official Rep

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No problem John, let us know how it works out.
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John Verstraete

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Okay. I have added my business account to Chrome (I did not know that was possible until I looked for it). When I switch to the business account a new window opens as the business account, I log into Rise and I have no issues with Storage or anything else.

I see now that it was due to the 'hybrid' login between Chrome logged in as personal, and logging into Rise by selecting my business account. I initially logged into Rise with the business account, but when I access Storage, it seems to default back to the Chrome account. At that point you are stuck, as it will not allow you to select a Google account to use, as it did when you first log into the Rise website.

So, adding my other account to Chrome, and fully switching to that account in Chrome before going to the Rise website was the trick that solved my problem.

Thank you all so much for your immediate help!
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Neal

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Thanks for the update John,

Glad to hear you're able to use Rise Storage now.

Thanks.
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Jessica Downing

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I'm having similar issues and have tried all your tips here.

I am unable to view any of my images stored in Storage while I'm in the presentation editor, and the display is only showing the video file, none of the image files. I've tried to reupload the image files thinking maybe they were corrupted somehow, but when I go to upload, it stalls out at 44%.

I'm also not able to preview the display.

One of my displays is feeding properly to the monitor, but I'm still not able to see what it is displaying to edit it.

I'm running Chrome on a mac. I've had IT double check my firewall to make sure I'm not being blocked, but he can't even access our account even though his user has full access with every box checked...
HELP.
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Robb, Official Rep

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Sorry to hear you are having trouble Jessica. When you say it stalls out at 44%, you mean that when you are uploading your file to the Storage repository, it errors out at 44%, right? Is it the same amount of time to reach that 44% every time? I'm wondering if however long it takes to reach 44% is playing a factor here.

You can't preview a Display, you can preview the Schedule or Presentation that is running on that Display, is that what you are referring to? If so, what happens when you try to preview the Presentation or Schedule?

The first option in all cases like this would be to try clearing your cache first, and see if that corrects the issue.

Let us know how you make out after clearing your cache. Thanks!
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skiwhitefish .

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Hi Robb, thanks for the quick response.

I had just reinstalled Chrome, but went and cleared my cache just in case. But doesn't seem to of effected anything, except it now goes to 27% instead of 44%... It gets to that number immediately, then just sits, blue bar at the top with the filename saying it's uploading. The file I'm trying to upload is only 337kb.

I can't preview when I hit the play button in the presentation editor, but I also can't see any of the elements in edit mode - just gives me a broken image icon as a placeholder. Basically, I can't do anything. I've tried removing the image and adding a new one, but no luck. here's a screen shot of what I'm seeing in the presentation editor
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skiwhitefish .

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apparently I'm now logged in with the work gmail... - Jessica.
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John Verstraete

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Is that good? or bad?
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skiwhitefish .

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John - my first comment was made with my personal account, then after I cleared my cache, I got logged in w/ work email... just making sure they knew it was the same person commenting... :) So just a statement.
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Neal

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Jessica,

How large is the file that you're trying to upload?
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skiwhitefish .

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Neal - only 337k. very small jpg.
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Neal

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Jessica,

I took a look at the Presentation you had in your above message and saw the images fine on my screen.

Could there have been a change in the firewall so that it is blocking access to where the files are stored? Can you check to see if any of the sites here are being blocked? (please note that uploaded media is stored at commondatastorage.googleapis.com).

Thanks.
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skiwhitefish .

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I'll have IT try those proxy servers on the displays. Even thought they thought they got the firewall bypassed, looks like they didn't. thanks.
- Jessica
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Jason March

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This seems to happen for me anyway when I am signed on to gmail using a different email address than what I use to sign on to rise with.  Sign out of gmail completely.  Then sign on to Rise.