Black small rectangles showing in between images and videos in same placeholder when playing

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12 comments

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    Francisco Vallarino
    Hi Ann!

    Could you tell us your Display Id? That way we can analyze the issue on our side. Thanks!

    Regards,
    Francisco
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    Ann Garnatz
    Here's one of them. 4FQJ6HHVGAHD
    Most of my players that I've checked are doing the same thing. Doesn't show in preview just on-site on device. Sometimes the black box stays around for longer than one second as well as acts like placeholder is frozen. Sorry for delay, I didn't see an email that you responded. 
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    Jose Lasso
    Hello Ann

    We are still investigating the issue with Cenique and will let you know as soon as we have an update on it.
    Thanks
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    Robb Price

    Hi there Ann,

    After some investigating, it appears that this is an issue on Cenique's side, and may have to do with a caching issue on their Player.

    I see you are running the latest version of the Cenique Player, so it may be an issue they are not aware of. You can reach out to them at support@cenique.com, and let them know what you are seeing in your Presentation, and they should be able to assist.

    I have also notified them of this forum article, so they are aware of the issue.

    Thanks!

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    Ann Garnatz
    Okay, I did see a few posts on the community board that said they were getting the same thing and they weren't using the Cenique players. Thought maybe it could be the same issue?
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    Ann Garnatz
    I also have some cheomebits and they do it too. I know you don't support them but think the common denominator is they both use Rise? Any thoughts?
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    Cenique USA
    Hello Ann,

    If this is still an open issue, please contact us at: support@cenique.com

    Thanks, 
    Cenique Support
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    Ann Garnatz
    Oh yes it is. No resolution.
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    Robb Price
    Ann,

    Please let us know what you hear back from Cenique's support team!
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    Denver Morton
    I am having this same issue with Cenique
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    Robb Price
    DMorton,

    My recommendation would be to contact Cenique at their email address above (support@cenique.com) and see if they can assist. Thanks!
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    Ann Garnatz

    It is still an issue. I reported weeks ago. Cenique said they fixed it but still happens. I haven't done anything more as they aren't supporting the players with Rise Vision any longer. :(

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