There are a few reasons that your Display may be reporting as offline on displays.risevision.com. See the possible reasons and solutions provided below to resolve this issue.
Rise Player requires communication with our Messaging Service in order to reflect a proper Display status. Ensure that your Media Player has access to display-messaging.risevision.com on port 443. If Rise Player loses connection to the Messaging Service, Rise Player will automatically try to reconnect.
Please see the article Rise Player network requirements for full network requirements.
Unsupported Player Version
An unsupported version of Rise Player may not have the ability to report back Display status.
- Check your Rise Player version.
- Install the latest version of Rise Player on your Media Player
Intermittent wireless network connection
A poor wireless network connection could cause a Display to appear offline. Test this by running a network cable to the Media Player and reboot, then check the Display status on displays.risevision.com.
Disconnected network cable
A disconnected network cable would cause an offline Display status. If you have a wired network connection, ensure that the cable is connected.
Ensure your Media Player has a network connection
The following steps are to be completed from your own computer on the same network as the Media Player.
- Access displays.risevision.com.
- Click your Display that is showing offline.
- Under Display Details, look for the IP address of the Media Player and copy that address, E.g. 192.168.1.1.
- Depending on your Operating System, open a command prompt or terminal window.
- Type ping “address from step 3” E.g. ping 192.168.1.1 and press enter.
The response should display something similar to "64 bytes from xx.xxx.xxx.xxx: icmp_seq=0 ttl=56 time=11.632 ms”. If the response is either Request timed out or Destination host unreachable, the Media Player is not currently connected to your network.