Video Issues

  • 1
  • Problem
  • Updated 3 years ago
  • Not a Problem
The problem we are having with the rise vision player is that when a video starts, the display just shows a grey screen. When I remote into the computer it shows me a white screen. I have tried setting the computers to reboot on a daily basis to clear any cache that may have built up and is not allowing the video to play.  This has not solved the problem. The rise vision does come on automatically when the computer starts up. The standard screen works just fine but when the video starts that's when we have issues. If I close rise vision then just reopen it the video comes through just fine. Is there something we can do? Can a setting be selected to prevent the screen from going grey when the video starts? 
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Posted 3 years ago

  • 1
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Blake Freeman, Official Rep

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Aimee,

Yesterday we updated out HTML 5 Video Widget to it's newest version. Could you please try removing the current widget from your presentation, and adding it again?
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S3 Office Manager

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Ok. How do I do that?
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S3 Office Manager

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Would I use the HTML 5 Vimeo Video? Or the video folder?
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Blake Freeman, Official Rep

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You will use the HTML5 Video Widget.
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S3 Office Manager

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Ok. Thank you, Blake.

I also have a question about the new HTML5 Video Widget. In the past I have been told Rise Vision only supports WEBM videos but this widget says it also supports MP4. Do you know if MP4 videos will work. It would be much easier then converting each time we get a new one.

Thanks.
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Blake Freeman, Official Rep

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Aimee,

Rise Vision only supports .webm for video. The HTML5 Video Widget has the ability to play other formats, but success in using other formats is not guaranteed. If you choose to use video formats other than .webm, our support will not be able to assist you with any issues that arise. 
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Ok, I converted my video to WEBM. I made the HTML5 video widget presentation.. but the video is NOT displaying. Just a white screen.
Presentation ID: b4bd1374-4337-422b-ab76-bc9352af6dda
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Blake Freeman, Official Rep

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Aimee,

Depending on your network, it may take some time for the Rise Cache to download and begin presenting your video for the first time. Could you display this presentation and give it up to 10 minutes to download, then check it's status?
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Blake,
The video is set to run from 11-12:30 daily. It never turned on in that hour and a half span. We even tried rebooting.
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Aimee,

It looks like your media players are running an outdated version of the Rise Player program. You will need to uninstall that version, and install the Chrome App Player in order for the HTML5 Video Widget to display.
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They are running on Chrome already.
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Blake Freeman, Official Rep

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Aimee,

Is one of the displays in your company named AEC Columbus?
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S3 Office Manager

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Yes
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Blake Freeman, Official Rep

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Aimee,

I am seeing these displays are not using the Chrome App Player. Please see the screenshot below, the top screenshot is my Windows machine running the Rise Player Chrome App extension. The bottom is one of your players, indicating that you are on the older, Native Player. Native Player does not support the HTML5 Video Widget. You will need to upgrade to the Rise Player Chrome App extension, by installing the Chrome browser on your media player, then installing the extension and registering your display ID. In addition to this, you will need to uninstall the previous Native Player application.