WebM Video stops playing. Reverts to black screen in corresponding placeholder

  • 1
  • Problem
  • Updated 3 years ago
  • Not a Problem
I have a presentation with a video placeholder. There are 4 WebM videos in the playlist that are set to loop continuously. About once per day this placeholder stops working and only displays a black screen. All I have to do is "Restart Player" and it is fine again. I don't have to reboot or anything. The videos are stored in the RiseVision storage library. What can I do to stop having to maintain it everyday with a restart?
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New Sabina

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Posted 4 years ago

  • 1
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Neal

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Is there any other content showing on the Display at the time?  If you go to 3 videos, does the problem go away?

Also, what operating system are you using?

Thanks.
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New Sabina

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There is another placeholder with jpegs that continues to play with no problems. OS is Windows 7 on an intel NUC. I will have to try eliminating a video if you think I should go to 3. 
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Neal

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I've had a copy of your Presentation going for the past day and a bit and I haven't seen any issues when playing your 4 videos in the Placeholder.  I've had this going on a Windows, Linux and ChromeOS Display.

You can try running the Developer's Tools (press F12) on the Display and go to the Console tab to see if there are any messages related to the videos stopping in the logs.  If there are, can you post a screenshot of the message here?

Thanks.
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New Sabina

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Ok thank you Neal. Next time it happens I will check the log. The past couple days I've had no problems. Do the videos cache to the media player? I'm wondering if the problem is more related to our network connectivity
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Neal

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Videos are cached to the media player and would be played from there, so a poor network connection shouldn't be a problem after its downloaded.

If it happens again, please let us know.

Thanks
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New Sabina

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Coming back from the weekend it had happened again. This time I captured the error log.
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Neal

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Those error messages are likely to occur if the Display isn't able to connect to the internet to renew the token.
To ensure that the files are okay (I believe they are, since restarting seems to correct the issue), can you go to C:\Users\%username%\AppData\Local\RVPlayer\RiseCache\cache on the Player and try playing the files there?  To play the files, make a copy of the .DAT file and rename the extension to WebM.  You can then play that file using Chrome.

I'm going to put your Presentation back up on my Display again today, but I'm also going to disconnect the internet from it after a short period of time to see how long it will play without an internet connection to see if this is the culprit.

Thanks.
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New Sabina

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Thanks Neal. I checked that the .dat files are functional when played as .webm in chrome. All of them played with no problems.
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Neal

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Thanks.  I've got the Presentation going on a Display here with the network unplugged.  Its been going fine for about 3 hours now.
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New Sabina

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How often does the token expire? 
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Ann Garnatz

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Can someone give me some more information on the token. I've had half of my players playing black screens in the video placeholder from time to time. Does the token always expire. Does this have to do with scheduling a reboot time? I have some that are playing this while connected by ethernet, not wifi as well.
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Robb, Official Rep

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The token expires every 24 hours, and in the case that the token can't be renewed, the Presentation Viewer will switch to polling for new content every 30 minutes. Obviously it won't update though if the Display is offline.
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New Sabina

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So if we have the combination of the token expiring and at the same time it doesn't see network connectivity will it default to the cache? I've asked our IT staff to look at the connectivity here for issues. We'll continue to investigate. I wish I could simply set it for automatic reboot but I've had to disable that because our company uses Log-in's. I'd have to log-in everyday and the display would be down till I did so. Would there be any advantage to setting an auto "restart" on the player instead of a complete "reboot". Not sure if that is an option
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Neal

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When the Windows Player does its Scheduled restart, it will reboot the computer as part of the process.

You can also set a scheduled task within the Windows operating system itself to have it reboot at a set time.

Thanks.