White Screen

  • 2
  • Problem
  • Updated 3 years ago
  • Solved
We have been using all of our cenique video players for the last 9 moths without any problems. all of the sudden, my image presentations are showing a broken link jpeg image and only certain presentations are working, while all the others just show up as a white screen. As stated, I have made no changes in the last nine months other than purchasing the storage that Rise Vision has recently started charging for. Again, all of my presentations show the broken link jpeg icon, but one of them still works without a problem. I can add additional images and it will update on tv's, but it still shows up on the presentation design side as a broken link jpeg icon. All of the other presentations that we've been using for the last 9 months will not work and just show up as a white screen on the tv's. I appreciate any help you can provide.
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Aaron Schweinberg

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Posted 4 years ago

  • 2
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Blake Freeman, Official Rep

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Aaron,

Can you please provide a presentation ID so I can take a look at what's going on?

Thanks.
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Aaron Schweinberg

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Thanks for the response. Here is a link to the ID that works: cf1fa9f5-0175-4839-b5d3-9b1277fa1655
Even though this presentation still shows the broken link JPEG icon, I can still add images to it and it will update on any of the players in our lobby. Conversely, if any of these other presentations, regardless of what TV that I attempt to show it on, will not play on any of the TVs. Again, I have changed nothing with these presentations (with the exception of purchasing the rise vision storage) and they have been working seamlessly for the last nine months or so. Here are some links to several of the other presentations that are not working:
ID:
8861a9d3-818a-45ed-b8b5-eb7d65d6f109
ID:
b04d487c-3fdf-445d-843f-00629667fead
ID:
1758311a-6a1b-4cbc-972e-4ed9f97195df
ID:
23b563d3-12f0-44fa-8fb4-860acc749769
ID:
c6dfd3ac-dd60-4206-a974-394b506ec3ea
ID:
34c68038-80ef-4edd-9cde-21c9b8c71ec6
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Blake Freeman, Official Rep

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Aaron,

I've found the issue and it is currently being looked at. I'll update you as soon as it is resolved.
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Blake Freeman, Official Rep

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Aaron,

We have fixed this issue on your account. Can you please view the presentations and make sure everything is appearing correctly?

Thanks!
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Wayne Rasor

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Blake, I am having the exact same issue with a Cenique player. The presentation ID is e585a061-b8cb-4604-becb-a2799641e9f4 . If you find the issue can you let me know what you changed so I can do this for other players that have this issue? Thank you
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Alex Kolenoff

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Hi Wayne, would you mind describing in detail the current issue you are experiencing?
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Wayne Rasor

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When I change schedules on a Cenique player, sometimes the schedule plays fine and other times I get a white screen as described above. From reading the discussion, it sounded like there something that needed to be done to the presentation on the backend to make it work with the Cenique players. I am finding more and more things that the Cenique players cannot do.
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Alex Kolenoff

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Hi Wayne, one of the symptoms was that the images showed up as a broken link in Editor.  Are you seeing that symptom as well?  Would you be able to add the Preview link here?

In the meantime, I would recommend contacting Cenique support, in anticipation that this may not be the same issue.