Table of Contents
- All Hardware Purchases
- Outright Hardware Purchases
- Hardware as a Service Subscriptions
- Support
- Rise Vision Media Player
- Avocor Display
All Hardware Purchases
How long does it take to receive my hardware?
Shipping time is typically 1 week from the date of your purchase.
Is shipping included, or do I have to pay for shipping?
Ground shipping is included. You don’t need to pay for it.
Customers on our hardware as a service subscription do not need to pay shipping for RMAs.
Customers who buy their hardware outright must cover the cost of RMA shipping.
What level of support is provided?
Customers on our hardware as a service subscription receive phone, email, and remote desktop support.
Customers who buy their hardware outright receive phone and email support.
Do you offer evaluation units?
We offer evaluation units for large orders. Please contact us to purchase your Avocor display or Rise Vision Media Player evaluation device.
What happens if a device is lost in shipment?
If FedEx shows proof of delivery (e.g., a signed receipt from someone from your organization), you must pay the replacement cost of the device.
If the device is lost in transit and never delivered, we will send you a new one at no cost.
Outright Hardware Purchases
How long is my warranty?
All of our outright hardware comes with a 2-year warranty. If you need a longer warranty, our hardware as a service subscriptions offer 3 and 5 years.
Please contact Rise Vision Support (support@risevision.com) to receive technical support and, if necessary, coordinate a replacement.
Does the hardware include a software license?
The Rise Vision Media Player and Avocor display do not include a license. You’ll need to purchase your display licenses or unlimited licenses separately.
Hardware as a Service Subscriptions
What subscription terms are available?
The Avocor display and Rise Vision Media Player Hardware as a Service subscriptions are available in 3 year or 5 year subscriptions.
Does the Hardware as a Service subscription include a software license?
The Rise Vision Media Player and Avocor display are add-on subscriptions. You’ll need to purchase your display licenses or unlimited licenses separately.
What if I purchase an additional Hardware as a Service subscription during my current subscription term?
You can easily add a Hardware as a Service subscription at any time. Each addition will be treated as a new subscription.
What is the Hardware as a Service warranty?
Your Hardware as a Service subscription keeps the devices, cables, and remotes in your digital signage network working at all times. If a device, cable, or remote fails, we'll send you a replacement. Replacements typically arrive within one week.
Please contact Rise Vision Support (support@risevision.com) to receive technical support and, if necessary, coordinate a replacement.
What happens when my subscription runs out?
At the end of a subscription term, your subscription will automatically renew for the same term.
When you renew, you can request new hardware if you’d like your hardware refreshed.
If you don't want to renew, please let us know before your renewal date, and once your subscription is cancelled, return your hardware within 30 days.
When can my Hardware as a Service devices get refreshed?
If you'd like, Rise Vision can refresh your Avocor display or Rise Vision Media Player when you renew your subscription.
Do I own the Hardware as a Service device?
Rise Vision owns all Avocor displays and Rise Vision Media Player devices. A Hardware as a Service subscription provides predictable low costs and makes budgeting easier. You can easily scale your digital signage network without worrying about sunk hardware costs.
Where is Hardware as a Service available?
The Rise Vision Media Player hardware as a service is currently available in the United States and Canada.
The Avocor display hardware as a service is currently available in the United States.
What is the cancellation policy?
Any cancellations will take effect at the end of your subscription term and require you to return the device to us within 30 days of your subscription ending.
Rise Vision will continue to invoice you until we receive your device. If the device gets reported lost or arrives back damaged, we’ll invoice you for any damages.
Please contact Rise Vision Support (support@risevision.com) to coordinate your return.
Can my existing devices get the same services as the Hardware as a Service devices?
The services are only available for the subscription Hardware as a Service devices.
Support
Who is responsible for installing the hardware?
You’ll install the plug-and-play Avocor display or Rise Vision Media Player.
For the Avocor display, simply mount it to your wall and connect it to the power, internet, and your Rise Vision account to start using it immediately.
For the Rise Vision Media Player, simply connect it to your display, power, internet, and Rise Vision account to start using it immediately.
Who is responsible for connecting the hardware to the network?
You are responsible for connecting the Hardware as a Service device to their network, including any advanced configuration to support a static IP address, connecting through a proxy server, etc.
In the event of a network issue, you are responsible for any issue “outside the device.” If a network issue is specific to the device we are using (e.g., the problem is “inside the device,”), we will help you solve the issue.
Does Hardware as a Service include on-site service?
Hardware as a Service does not include on-site support. We will provide you with phone, emails, and remote desktop support to help you get your Hardware as a Service device back online.
Does Rise Vision have remote access?
Yes, Rise Vision has remote access to manage the device.
What kind of remote device management features are available?
We handle all of the remote device management, so you don’t need to.
What are the network requirements for the devices?
You can see all of the network requirements for the devices here.
What happens if I break the device or its peripherals (cable/remote)?
We will invoice you the full replacement cost if you break or lose the device, cables, or remotes. The Rise Vision Media Player has a Kensington Security Slot so that you can protect the device from theft. The Avocor display should be securely mounted to the wall to prevent theft.
Can other applications be installed on the Hardware as a Service device?
You cannot enroll the device into your device management system or install other applications. If you try to install other applications or tamper with the software or hardware, we will not be able to support you and will invoice you for the full cost of the device.
Rise Vision Media Player
What’s included in the box with the Rise Vision Media Player?
The Rise Vision Media Player box includes:
- 1x 12V power cable
- 1x 3’ HDMI cable
- 1x wifi antenna
- 1x wall mount
- 1x ethernet cable
- 1x remote control & batteries
You’ll also receive 1x USB stick per order, which can be used to mass activate large quantities of Rise Vision Media Players.
How do I mass activate Rise Vision Media Players using the USB stick?
Take a look at this help article: How do I bulk activate many Rise Vision Media Player devices at once?
Does the Rise Vision Media Player support dual output?
The Rise Vision Media Player supports mirroring the content on two displays.
Does the Rise Vision Media Player support all of the Rise Vision features?
The Rise Vision Media Player supports all features, such as restart, reboot, screen capture, and display control via CEC (display control is supported on Rise Vision Media Players with the firmware version DN74-JHS558-R-FOR_CAIR-20230822 and above).
Can the Rise Vision Media Player be used with an interactive screen?
Yes, as long as the screen is connected to the Rise Vision Media Player via both the HDMI port and a USB port. Use any of the USB ports on the Rise Vision Media Player except the blue OTG port.
Does the Rise Vision Media Player support Power-over-Ethernet?
PoE is not natively supported but can be used with a PoE splitter like this one from Amazon.
What operating system does the Rise Vision Media Player run?
The Rise Vision Media Player runs Android 11.
Avocor Display
What’s included in the box with the Avocor display?
The Avocor R Series box includes:
- 1x wall mount (not included with 98”)
- 1x tabletop stand
- 1x remote control & batteries
- 1x AC power cord
- 1x quick start guide
Does the Avocor display support portrait and landscape?
The Avocor display supports landscape and portrait (coming March 2025) orientation.
What operating system does the Avocor display run?
The 43” and 55” Avocor displays run Android 11.
The 65”, 75”, 85”, and 98” Avocor displays run Android 14.
Does the Avocor display support all of the Rise Vision features?
The Avocor display supports all features, such as restart, reboot, screen capture, and display control via CEC.