Table of Contents
- How do I stop Rise Player and get back to my desktop?
- Why is my display status showing as offline?
- How can I capture logs from Rise Player?
- Display monitoring overview.
- Offline play overview.
How do I stop Rise Player and get back to my desktop?
To exit the Rise Player application running on your media player enter the key combination Ctrl+Shift+Q.
Why is my display status showing as offline?
When your display status is showing as offline it means it can’t communicate with Rise Vision, any updates you make to your content while the display is offline will not show on your display.
Here is an example of a display being offline:
Two of the most common reasons that a display shows as offline is when the computer is not powered on, or the Rise Player application is not running.
The simple fix to both issues is to unplug the computer attached to the display in question and plug it back in again. The computer should automatically start up and the Rise Player application will also automatically start. If the computer doesn’t automatically start, look for the power button and turn it on.
If you’ve restarted your computer and the display is still showing as offline, you may need to check if it’s connected to the Internet. When the Rise Player application is started, it will check if it can connect to us at Rise Vision during the initial countdown. If it fails to connect, it will show a message like this one:
If one or more URLs are listed here, check with your IT team to make sure the computer running the Rise Player software can connect to the internet and that it can reach these websites. For easy reference those possible URL’s are;
How can I capture logs from Rise Player?
Please Note: This guide applies to Web Player if using desktop Google Chrome and dedicated Displays if your Media Players are running Rise Player for Windows 10, Linux, or Raspberry Pi.
This portion of the guide assumes that you have Web Player running in the currently active tab under desktop Google Chrome.
- Press F12 to open the browser console.
- Click the “Console” tab.
- Right click on the console output and click “Save As”.
- Save the log file to a known location on your computer.
- Use your computer’s file browser to locate and view the saved log files.
Rise Player for Windows 10, Linux, and Raspberry Pi
- While Rise Player is running, connect a keyboard and mouse to your Media Player.
- Press CTRL + ALT + . (period) to open Rise Player's console.
- Click the “Console” tab.
- Right click on the console output and click “Save As”.
- Save the log file to a known location on your Media Player.
- Use your Media Player’s file browser to locate and view the saved log files.
Display monitoring overview.
Display Monitoring is a service that continuously monitors the status of your Display and sends you an email notification if your Display goes offline. When your Display has recovered and is online, a follow up notification will be sent to let you know.
How does Display Monitoring work?
Display Monitoring continuously checks if a Display is online. If the Display is offline for 15 minutes an offline notification email is sent. Once the Display is back online for 15 minutes an online notification email is sent.
How do I enable Display Monitoring?
- From your Display List select the Display you want to enable Display Monitoring for
- Select the Checkbox to enable Display Monitoring
- Enter a comma-separated list of email addresses you want email notifications to be sent in the Email Recipients field. For example; firstname.lastname@example.org, email@example.com, firstname.lastname@example.org
- Use the Monitoring Timeline to change or modify this schedule to be what works best for you.
Note: If your Media Player your Display is configured to reboot nightly the Display Monitoring service will only send you an email notification if your Display fails to reconnect after it has restarted.
What time offset does the Display Monitoring use?
If you have configured your Display to be monitored during specific times, the Display Monitoring service will use the time offset defined with the Display Address. You can find Display Address on the same Display Settings page used to enable Display Monitoring.
If your Display is configured to use Company Address then the Display Monitoring service will use the time offset configured on your Company Settings.
To access your Company Settings page,
- Log into Rise Vision Apps
- Select your profile in the top of the page
- Then select Company Settings
What time offset should I use?
If you're not sure what time offset to use you can use this free time offset calculator. Simply specify the location of your Display in the Enter any location field and the time offset will be provided in the table, as shown below.
Offline play overview
Offline Play enables your Player to store content locally so that your display is always running and showing content regardless of connection interruptions.
Load content on your Media Player for offline use
Rise Player needs be online at least once so that it can load your content. To do this, connect your Media Player to the Internet and start Rise Player.
Once started, Rise Player will download and save your content locally as it is being shown. This means that you need to let your content play from beginning to end so everything can be saved.
As an example, let’s say you are showing a playlist of 5 videos and each video is 10 minutes long. In order for each video to be available offline, you would need to let that content play for 50 minutes so that each video can be stored locally. If you only let the content run for 25 minutes, only the first and second video would be available for playback when your Media Player is offline.
Test showing content offline
Once your content has been stored locally, you’re now ready to test that it can start and show offline.
Disconnect your Media Player from the local network. Open a web browser, and try to browse to a page on the Internet. You should see a message saying you are offline and disconnected from the Internet.
Once offline, reboot your Media Player. When Rise Player restarts, it will determine that the Media Player is offline and proceed with showing the version of content that was stored locally the last time it was online.
Not all of my content is showing when starting offline
Here are a few things to check if you see some of your Content is not showing when starting offline.
- Make sure the Widgets used in your Presentation are Offline Play compatible.
- Make sure you’ve played your content from start to end while online so it can be stored locally per the section above, “Load content on your Media Player for offline use”.
- Check to see if the content is real time data -e.g. the Weather Widget relies on an active internet connection. Rise Player will load this type of content once the Media Player is online.
Why does my screen say “No Signal”?
Your media player plays the most important role in showing your presentations on the monitor it is connected to. This article goes over how to identify that media player, connect it to a monitor, and confirm it is connected.
- Remove the power cable from both the media player and monitor, wait 10 seconds, and plug them in again. Both devices should have power lights that come on when plugged in.
- You should see the operating system of the media player starting up on the monitor. If you see a message indicating an error with starting the media player’s operating system, this is a good indication that the device has suffered an error and should be repaired or replaced.
- If you see a message like ”No Signal”, use the remote, or the appropriate buttons on the monitor itself, to cycle through the sources, until you reach the one where you can see content coming from the media player.
This video goes over the above in detail to help identify everything:
What’s next if I am still having issues?
Once the Rise Player countdown completes, if there are messages indicating that required sites are not available, check with your IT Team to inform them that the media player must be able to connect to the internet, and be allowed access to the required sites through the firewall. We have an article on those required sites here.
If your content shows, but is the wrong size, follow the steps in this article to correct this.