Videos are not working

  • 1
  • Problem
  • Updated 3 years ago
  • In Progress
We have been having issues for weeks now getting our videos to play. I feel like I am not getting any answers. Sometimes they play and other times they don't. We have 4 of our 5 displays set up to play a video from 11-12:30 daily. But during that time the screen is just white.

Is there any way someone can remote in to our videos and figure out why they will not play?

Thanks
Photo of S3 Office Manager

S3 Office Manager

  • 1,064 Points 1k badge 2x thumb

Posted 3 years ago

  • 1
Photo of Justin

Justin, Employee

  • 2,526 Points 2k badge 2x thumb
Aimee,

What widget are you using to display your videos? What format are they in? What OS are your media players?

Thanks,

Justin
Photo of S3 Office Manager

S3 Office Manager

  • 1,064 Points 1k badge 2x thumb
Video widgets they are in WEBM format. Windows 7 pro 64 bit
Photo of Alex Kolenoff

Alex Kolenoff

  • 3,506 Points 3k badge 2x thumb
Hi Aimee, if you subscribe to Support and install our remote support software, we would be able to assist with troubleshooting the issue directly.
Photo of S3 Office Manager

S3 Office Manager

  • 1,064 Points 1k badge 2x thumb
We use video widgets. They are WEBM form. We use windows 7 pro 64 bit
Photo of Alex Kolenoff

Alex Kolenoff

  • 3,506 Points 3k badge 2x thumb
Aimee, when you see that the screen is white where the video should be playing, is it happening simultaneously on all of your displays with the same video?
Photo of S3 Office Manager

S3 Office Manager

  • 1,064 Points 1k badge 2x thumb
Yes
Photo of Alex Kolenoff

Alex Kolenoff

  • 3,506 Points 3k badge 2x thumb
Aimee, can you please paste a link to the presentation and indicate which video is not working when it happens?  Then when you see the video not playing (I understand this is inconsistent and it does play sometimes), can you please post here?
Photo of S3 Office Manager

S3 Office Manager

  • 1,064 Points 1k badge 2x thumb
(Edited)
Photo of S3 Office Manager

S3 Office Manager

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

Matthew Fisher

  • 1,420 Points 1k badge 2x thumb
Aimee,

I will put your presentation up on one of our local displays to see if I can replicate the problem (and examine the debug console for additional details).  I will get back with you as soon as I have any additional information or suggestions--or Wed afternoon (to allow for the intermittent nature of the problem) whichever comes first.

Thanks, and if you have any additional details in the meantime--please post,

Matthew
Photo of Dave

Dave

  • 2,836 Points 2k badge 2x thumb
As an FYI, I am also experiencing this problem in a more isolated fashion.

WEBM video on an ASUS Chromebox. Video plays back OK on all other native Linux players and 4 other Chromeboxes. There is white in the placeholder where the video should be on just one of them. I have replicated the problem with both the video item and the HTML5 video widget.

Problematic Display Id: 4PRN4VN5K8WN

Problematic Presentation: a6b55291-fb2b-460a-9890-10c77fe18b85
Photo of Matthew Fisher

Matthew Fisher

  • 1,420 Points 1k badge 2x thumb
Aimee (and Dave),

First off, I haven't been able to replicate the issue specifically yet.  There are, however, a few questions I'd like to ask and details/insights I'd like to provide.

Are these devices scheduled to reboot nightly?
This is something we recommend because it "refreshes" the system and minimizes the risk/consequences of slow memory leaks.
It also ensures that the player has the opportunity to clear out any stale content in its cache.

How fast and reliable is your network connection?
The player will download all content (multiple videos, images, etc.) at startup, then it will sit on a white screen while these transfers are occurring.  If the files are large, it increases the time necessary to download and the opportunities for network error or latency to adversely affect the presentation.

I'm still looking into this issue, but wanted to provide a little more information on some things that can (possibly) contribute to this problem.

Thanks,

Matthew
Photo of S3 Office Manager

S3 Office Manager

  • 1,064 Points 1k badge 2x thumb
Matthew,

Yes we have a scheduled reboot that happens daily. 
Photo of Blake Freeman

Blake Freeman, Official Rep

  • 36,116 Points 20k badge 2x thumb
Aimee,

We have not been able to replicate this issue locally.

Can you tell me how fast and reliable your network connection is? We can definitely provide you remote support by remoting into your media player if you are a Priority Support subscriber.
Photo of Fifthscreen Doo

Fifthscreen Doo

  • 922 Points 500 badge 2x thumb
Let me share our experience with this problem. Now this might sound ridiculous, but i have managed to solve this problem. We are using Intel NUCs for our presentations and we have a couple of videos in our presentation (six to be precise). After a while, instead of playing video we would get a white screen, and after the video sequence the presentation gets back and plays normally until the video sequence again. I have tried everything from drivers to making a new presentation but without any success.

Then i have noticed something. When i used one or two even three videos, i didnt had that white screen problem. if i put more than 3 videos the white screen occurs after some time.

Just to mention we only had this problem when played webm videos. when played .mp4 we did not get white screen. Now why didnt we used .mp4 and avoid all the hassle? because .mp4 videos were choppy due to hardware limitations of intel nuc.


So here is what i did: Since the native compression of the video was .mp4 and i have converted it to webm using miro convertor, first i have joined all the videos into single one, since they all play in the same order, and afterwards converted the one big joined video into webm. That way, Rise only sees this as one video and since we didnt have problems with white screen when playing only one video, this trick solved that problem.

I recommend AVS video remaker for joining videos. its free and joins videos almost instantly. Only  thing you should have in mind when using this remaker is that it does not support webm, so you have to join the video while they are in .avi, .mp4, mpeg or what ever extension your videos are, and afterwards convert the joined video into webm using miro converter.

I see that Blake posted that he hasnt been able to replicate this issue, that is because of the weird "ghosts" as how we like to call this sort of problems :). Its just the wrong combination of hardware and risevision. When i play this presentation using lenovo mini pc, presentation can run for days without reboot and not get a white screen, while when played on intel nuc, it gets white screen after 30 minutes or so.

Hope this helps
Best regards
Photo of Blake Freeman

Blake Freeman, Official Rep

  • 36,116 Points 20k badge 2x thumb
Fifthscreen, 

Thanks for your input, however we do not expect our users to go through this amount of trouble to get their videos to work.

Rest assured I will be looking into this issue in the coming week, once validated, I'll be assigning an issue to a developer.

Thanks.
Photo of Eric S.

Eric S.

  • 7,412 Points 5k badge 2x thumb
I am also having a problem with video.

I currently have 1 video in the presentation and it works fine. The second video I tried to put in yesterday was displaying a blank spot (No white) instead of playing the video. I deleted the video, re-encoded it today and re-uploaded and it's having the same issue. This presentation is on two machines and has the same issue on both.

The video displays fine in the preview! (Both of them)

Everything is done in the same manner and export settings as the video that is currently working, but after 40mins, I'm giving up on this.

The machines reboot every night on a schedule. They are Intel NUC running Windows 7 with the latest RV Chrome Player installed.

I've tried re-publishing, restarting the player and restarting the machine with no luck.
(Edited)
Photo of Blake Freeman

Blake Freeman, Official Rep

  • 36,116 Points 20k badge 2x thumb
Glen,

What are you using to present the videos in the presentation? Video Item, Widget, or Folder?
Photo of Eric S.

Eric S.

  • 7,412 Points 5k badge 2x thumb
Video Widget.
Photo of Blake Freeman

Blake Freeman, Official Rep

  • 36,116 Points 20k badge 2x thumb
Glen,

Could you provide a link to preview the presentation so I can try to replicate this locally?
Photo of Eric S.

Eric S.

  • 7,412 Points 5k badge 2x thumb
The video has been removed as these displays are live. 

I just finished some additional testing, and I can get the video to play if I use a Custom URL with an HTML file with the video in it. Problem is that it doesn't start at the start every time that 'slide' comes up. It does the first time, but then the next time it's already playing and in the middle.

So the video works in Preview with Video Widget (But not on the displays) and it plays via HTML Custom URL, but not with correct starting/finishing.
Photo of Blake Freeman

Blake Freeman, Official Rep

  • 36,116 Points 20k badge 2x thumb
Glen,

If you could create a copy of the presentation and provide a link to the preview, I'd be happy to take a look at it for you.