Video That Plays Well on Other Displays Won't Show on Another

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  • Updated 3 years ago
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I have a video that is presently on 3 separate presentations that play fine on 3 displays. However, it is now NOT playing on a 4th display, though it shows fine on the viewer for that presentation. It just doesn't show when on the display. [This problem just occurred today. It had played fine before.] Any ideas?

Presentation link: http://rva.risevision.com/?parentId=8...
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Yvonne Thompson

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  • perplexed.

Posted 5 years ago

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Neal

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That is unusual. Have you tried restarting the Display to see if that corrects it? You can restart it by going to the Display's property page and clicking Restart Player.

Thanks.
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Yvonne Thompson

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Yes. I tried that, several times. Same thing. Might have something to do with the PC that's being used as the media player. We recently re-imaged it and it might have network issues. I know I need to get our network administrator to exempt it for access to social media sites (Twitter and Facebook) as the standard image for the school district blocks these sites. You think this could be caused by network limitations?
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Neal

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It is possible something on the network is preventing it from running. It could also be a case of something installed on the computer (such as anti-virus) that would block the video from showing.
Your network admin should be able to see if the video is being blocked.

Can you check to see if the video is contained in the Rise Cache on that Display? Unfortunately, the file names are given unique identifiers, but if you know the file size, you can find it with greater ease.

Thanks.
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Yvonne Thompson

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Good idea. How do I check the Rise Cache?
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Neal

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The Rise Cache is found in the rvplayer folder, found at C:\Users\%username%\AppData\Local\RVPlayer\RiseCache

There will be two sub folders that you can check (cache and download), open the text files (using notepad) to verify the name.
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tony

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Was this resolved?  I am having that same issue today.  A video is working fine on 3 machines just like Yvonne and on the preview, but not on a 4th machine.  
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tony

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I deleted the player and reinstalled.  It will still not play.  1 thought - will the new player not play MP4 video at all?  If so...that's the issue.  
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Robb, Official Rep

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Tony,

Typically we have no issues playing MP4's. Are you using the Video Widget? Can you confirm if it is downloading to the Rise Cache by looking at the folder Neal outlines above?

Thanks!
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tony

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Actually I'm using the new player and nothing seems to be working out with it.  It would not play the video, it won't play the webM videos either and after I loaded the webM video it won't play anything.  Even after a restart.  I will check the cache now.  
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tony

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The cache is empty.  
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tony

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I am just getting a completely white screen.  Not sure I've ever had this happen.  
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tony

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To update you.  I ended up deleting the placeholder and creating a new one.  That ended my white screen issue, but once I added the MP4 video, it would just keep playing the jpgs, but will not play the video.  
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tony

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Here is my latest test and the result is that the player is without a doubt the issue.  I went to Youtube to determine if the box could play video at all.  That worked.  I loaded the video I am trying to use with the Rise Player directly onto the PC.  It played the video with WMP.  Then I opened the Rise user interface and copied the video link into Chrome.  Chrome played the video. I played the presentation on the display box with the preview button.  That played the video. ...but the Rise player will not play the video.  The difference between the working PCs and non-working PC is that the non-working PC is using the newest version of the player.  The others are not.  
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tony

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Update to the update.  Player doesn't play video is confirmed.  I deleted it and set up the Chrome App Player was the way to go about 10 months ago, then started failing all over the place so the native player became the player of choice...however I can get video to play, but only the App player.  It does not play on the newest version of the native player.  
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tony

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I would love some help here.  I have 2 options, put the player in the field that won't do the whole job (new player doesn't play video) or the player that frequently just stops for no reason at all (app player).  
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HSuarez

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Hi Tony,

On the Display where the new Rise Windows Player is installer, can you locate a filename called RiseCache.log. This should be in the RiseCache folder.

In the .log file (you may need a text editor to open this), can you let me know what messages are written to the .log file, in particular any error messages, on the dates where the Display was running. We can then obtain further information from these logs.

You can send the full .log file to support@risevision.com.

Thanks,
Hannah
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tony

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I can't find a program to open RiseCache.log with , but I am assuming there is nothing there since the file is 0KB.
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HSuarez

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If you are interested you can use Notepad to open RiseCache.log - right click then open with Notepad.
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HSuarez

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Hi Tony,
Also I checked with the team here, since we have recently on late 31st rolled out an update relating to Chromium. Are you able to check which browser version you are running?

Go to the Display app > then Display name > then it should state which Chrome version you are on besides Installed Browser.

Thanks!
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tony

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47.02526.106m (64bit)  So sorry.  I can't get you the cache info because the player was deleted in testing to keep on testing.  I can probably reinstall it though and see what I come up with.  
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HSuarez

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Hi Tony,
Thanks for sending them through. To clarify, the 47.02526.106m (64bit) that you mention - is that coming from the active Player that is running the content now (which you mention is the Chrome App Player)?
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tony

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That's what I thought.  I did that.  Came up empty. There's nothing in that file, but I guess that explains the 0KB file size.  That was after 25 minutes of running.  I had 2 jpgs and 1 video (that never played) in the playlist.  
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tony

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Sorry.  That is the chrome version of the player where the video is not working on the new native player, but is working on the Chrome app.  I pulled it right from Chrome, not in the Rise interface...but it's all the same.  
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HSuarez

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Hi Tony,
With the video issues that you have mentioned in this thread yesterday, we have recently sent out an update to this in the new Installer. I was running one of your test presentations (one called "Copy of TEST" with the two images and an MP4 video) on Win 8 and Win 10 with this update and can see the content items on it. Was there another presentation that you are also testing with yesterday?

I also had a look at RiseCache.log while testing and can see items on it (ie INFO: file request received) including items in cache folder. I am not too sure why yours is not the case. If you are able to, you can try running the new Installer again and see if a) you can see the content from yesterday. If you can see the presentation content then the cache folder should then be populated.
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tony

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Thank you.  I will look into this tomorrow morning.