Video error

  • 1
  • Problem
  • Updated 3 years ago
  • Solved
We have 5 different displays all playing the same video. 3 are working just fine but 2 displays are a white screen with an error message saying "There is a problem playing your video. It is could be that we don't support that format or it is not encoded correctly."

But if that's the case why would the other 3 be working fine??
Photo of S3 Office Manager

S3 Office Manager

  • 1,064 Points 1k badge 2x thumb

Posted 3 years ago

  • 1
Photo of HSuarez

HSuarez

  • 11,896 Points 10k badge 2x thumb
Hi Aimee,
Can you please provide the presentation preview links and also the schedules that these presentations are being used and we can take a look. If you like, you can also contact support@risevision.com with the links to the presentation and schedule names.

Thanks
Hannah
Photo of S3 Office Manager

S3 Office Manager

  • 1,064 Points 1k badge 2x thumb
Photo of HSuarez

HSuarez

  • 11,896 Points 10k badge 2x thumb
Thanks Aimee!
It looks like a few of the Displays are currently on a legacy version of Rise Windows Player (RisePlayer 2.0.035). I would recommend reinstalling these. You can find out which version Rise Player these Displays are on by going to each of their pages.

To reinstall from the legacy version to the new one:
1. Exit the presentation via Ctrl+W. In Windows, open Task Manager and delete the Java processes.
2. Locate the rvplayer folder and delete it. In Windows, you can find it at C:\\Users\%username%\AppData\Local\rvplayer folder.
3. Once deleted, run the installers for Windows at https://help.risevision.com/user/crea... and add in their Display ID.

Another Display (the Main Building Training Room one) is currently on the Rise Chrome App Player on Windows. I would also recommend installing the new Rise Windows Player on this. The steps are slightly different:
1. Exit the presentation via Ctrl+W.
2. Open Chrome. In the url type chrome://apps and find the Rise Player. Right click and delete.
3. Make sure that there is no existing Rise Windows Player. Locate the rvplayer folder and if there is a folder, delete it. In Windows, you can find it at C:\\Users\%username%\AppData\Local\rvplayer
4. Once deleted, run the installers for Windows at https://help.risevision.com/user/crea... and add in their Display ID.

Once you have done this, let us know how you go. I looked into one of the presentations and it looks like it's on the new Video Widget. If you have any Video Items running, please switch them over to the new Widget. Thanks,
Hannah
(Edited)
Photo of S3 Office Manager

S3 Office Manager

  • 1,064 Points 1k badge 2x thumb
I tried doing this and I was able to update a few displays but when I tried to do the one display it would not work. I think it's because the display ID is wrong. It's very long and doesn't look like the other display ID's.
Photo of S3 Office Manager

S3 Office Manager

  • 1,064 Points 1k badge 2x thumb
Is there a way for me to generate a new display ID?
Photo of HSuarez

HSuarez

  • 11,896 Points 10k badge 2x thumb
Hi Aimee,
You can generate a new Display ID by creating a new Display. Thanks,
Hannah
Photo of S3 Office Manager

S3 Office Manager

  • 1,064 Points 1k badge 2x thumb
Thank you