Video \ Presentation Not Playing, Black Screen

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  • Problem
  • Updated 3 years ago
  • Solved
We have a monitor that plays two videos on a loop all day. It's worked fine for months now but as of last week the screen only shows black. The player is communicating as it responds to reboot and restart commands it just does not load the video.

If I preview the presentation on my computer the video plays without a problem. When I checked the widget I was using it said "not found" so I deleted the one and replaced it with what I assume is the same thing namely the "Video Widget" but still nothing.

The videos are stored in Rise Storage and have been changed or touched since the original presentation was created. Not sure what to do or where to look. It just up and stopped working after months of no issues.
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mikefinnell

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Posted 3 years ago

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HSuarez

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Hi Mike,
We have a known issue concerning the Video Widget where the video will play but eventually stays on a black screen. To confirm, are you currently on Ubuntu 14.04 LTS? And it also looks like all are on Version 2 (legacy) Rise Linux Players. Thanks!
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mikefinnell

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Yes that sounds correct. It's the display named "ES-FIREPLACE" on my account.
(Edited)
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HSuarez

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Thank you. We haven't been able to recreate this in Linux 14.04 LTS on the latest (version 3) installers. There has been another report that was on version 2 however the last update was that their videos are now working after upgrading. Are you able to upgrade ES-FIREPLACE to the version 3 installer and see if the issue still persists? Thanks!
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mikefinnell

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According to the player information page I'm running "RisePlayer 2016.05.02.12.00". I ran the installer-lnx-32.sh and it still reports the same version of the software. It' still a black screen, sometimes with a circular arrow implying a video can be restarted.
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mikefinnell

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I've also tried changing the widget: Video Widget & Android Video Widget with no luck. It plays in preview but the video on the screen is completely black.
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HSuarez

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We have made some minor text changes to see if it’s on the latest installer. The Player Version that you see is not related to the installer version.


If it’s reporting as Player Version: RisePlayer 2016.05.02.12.00 (with the .) it is on the old version of the installer


If it’s something like Player Version: RisePlayer 2016-04-22-19-30 (with the - ) it’s on the new version of the installer


The reported Chrome browser version should also be 49 in the new installer.


Can you delete rvplayer folder again to try out?


I’ve added a direct copy of the Fireplace presentation this morning on to my test x64 14.04LTS on the new installer and am able to view the aquarium/fireplace videos.
(Edited)
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Robb, Official Rep

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Mike,

To clarify a bit further on Hannah's recommendation above, to make 100% sure you are on the newest version, please download and run the installer from https://help.risevision.com/user/create-a-display

Download that new installer, delete the rvplayer directory, and try installing again. This way you are guaranteed to be on the newest version. 

Thanks!
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mikefinnell

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Deleting the RVPlayer folder, rebooting and re-running the installer worked.
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HSuarez

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Thanks! I can see ES-FIREPLACE is on the latest installer now - reporting as Player Version: RisePlayer 2016-04-22-19-30.
To confirm are you able to view the videos now?
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mikefinnell

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It is playing the videos now, though the mouse cursor remains visible on the center of the screen.
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HSuarez

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Hi Mike,
You can try use unclutter (via http://blog.risevision.com/user-tips-...) to hide mouse cursor