There are a few reasons why videos, flash or images will not show in a Presentation. We recommend going through all of the troubleshooting actions recommended below to try and correct the issue you are experiencing, however, if after trying everything you are still having issues then contact your suppport team.

1. Clear the cache on the Appliance

Though it is not very common, it is possible that your content may have gotten corrupted in the download to your appliance. This typically only happens when the network connection is prone to disconnect or fluctuate in service. Clearing the cache will delete all downloaded content and start from scratch, to ensure that the content is downloaded correctly. To clear the cache, follow these steps:

1. Stop your Presentation by pressing Ctrl + Shift + F10 at the same time.
2. Stop the RDNA service by selecting Start –> Run, then type “services.msc” (without quotes), and press OK.
3. In the Services menu, scroll to the “Rise Display Network Appliance Service” and press Stop.
4. Once the service is stopped, delete the entire “Cache” folder from this location: “C:\Windows\RiseVision\“
5. Restart the “Rise Display Network Appliance Service” from the Services menu.

2. Ensure that the content is still at the source location.

When using External Media Items, ensure that the content you are requesting is still at the source location. To do this log into the source location and verify that the content still exists and the path entered in the Play List Item to said content is correct.

3. Ensure that it is not corrupted in the source location (External or Media Library)

A common issue with external content is that sometimes the content can get corrupted at the source location. This can occur when uploading the file, updating the original file with a new one, moving to a different location, etc. Ensure that your source content is working by downloading it from the source location, and preferably playing it on the appliance. This will confirm that the content is working fine, AND the appliance has the program to play the content, such as codecs for video, or the Flash player for Flash items.

4. Ensure that the resolution is correct in the RDN or the Playlist item. 

When you upload content to the media library, you can assign the resolution to the image or video. If you enter the incorrect resolution, the item will scale to fit, OR play at the resolution you entered in, and not the actual resolution of the content item. Make sure that you only enter the correct resolution of your content. You can use tools like Irfanview and GSpot to determine the resolution of your videos, swf files and images.

5. If you are using External Media Items, make sure that the appliance can get to that content path via HTTP, AND there are no firewall rules blocking downloading of the content type.

Due to networking and firewall restrictions, when your appliance is at the client location, it may be being blocked from the source location of the content or content itself. Ensure that you can visit the source location of the content via an Internet browser on the appliance itself, and that you can download the content in question and play it on the appliance. Very often what may happen is the content commences download, but stays at 0 KB in temporary file format. This is an indication that the source destination cannot be reached, or the file type is being blocked by the firewall.

6. Make sure you have adequate bandwidth for the type of content that is downloading to the appliance.

If you are on a very unstable connection, it is likely that downloads will take longer than ususal, and ther eis a high possibility of corruption of downloaded content due to inconsistency in the network connection. If your Presentation consists of several large files that change regularly such as videos, it is recommended to ensure network stability at the client location and to not use a wireless connection.

If you are still experiencing problems after taking all of the above actions, please contact your support team for asssistance.

 Connecting a cable box, DVD player or VCR to a supported TV Tuner: 

The coaxial, SVideo, or Component connections on these devices do not need to connect to a cable source, they can instead connect to whatever broadcasting source you prefer, the only option you need to know is the broadcasting channel. Typically VCRs and cable boxes broadcast on channel 3, however this may be able to be changed to suit whatever channel you would like it to be. Consult the hardware manufacturer to determine how to change the broadcasting channel.

Once the broadcast source is connected to the Appliance via the supported TV Tuner, add a TV Play List Item to a Play List that’s assigned to a Placeholder in the Presentation, and select the broadcasting channel, which is typically channel 3. The broadcast source should begin showing in the Presentation. 

 Using an IPTV solution to broadcast the source:

An easier option would be to broadcast the cable box, DVD player, or VCR using an IPTV Broadcasting utility such as UBroadcast, Veetle or VLC Player. All these solutions are free, and the steps to broadcasting with them can be found in our Learning Center Forum. These solutions allow you to broadcast from a source input, which can be an unsupported TV Tuner. The steps included in the Forum refer to broadcasting a TV source, but it is easy to broadcast a different source if necessary.

•  UBroadcast
• Veetle
• VLC Player 

To request modifications to the scroller area of a Presentation send an email outlining the changes you want to either creative@risevision.com or support@risevision.com and include the following in the email: 

• Name of the company the change is being made for
• Name of the Presentation that contains the scroller
• Details of the changes to be made (e.g., stock to news, news to text message, name of stocks to add, etc.)

NOTES: 

• Changes can take up to 48 hours to complete. If the requested changes are going to result in additional cost or impact other areas of the Presentation you will be contacted prior to changes being made to discuss the impact. 
•  If you want to change a news or stock scroller to a text message scroller, the area will be changed from a non-editable scroller to a Placeholder that you can assign a Play List to. You would then follow the procedure to Add a text message scroller.
• If you want to change a news scroller to a stock scroller or vice versa, please be aware that stock quotes require a height of 100 pixels and news requires a height of 70 pixels which may impact other areas of the Presentation.
• Some stocks that you request may not be available. You will be notified if you have requested stocks that are not available. The only elements of a stock quote that are typically shown in a scroller are Last and Net Change, therefore these are the only values that are tested.
• Newly added stocks are added with the Instrument Name, not the associated company logo. If you would like logos for the stocks requested there is a cost associated for creating the logo artwork. It is the client’s responsibility to supply the logo that they want to use for this purpose and we will convert it for use in the scroller. You will be advised of the cost in advance and no changes will be made until the appropriate charges have been paid. 
• Up to two stock without logos may be added to one Presentation at no charge, however, adding multiple stocks to multiple Presentations has a cost associated with it. You will be advised of the cost for adding each additional stock in advance and no changes wil be made until the appropriate charges have been paid.  

1. The Appliance must be able to connect to ALL displays or, if the displays are being daisy-chained, only one display must be connected to the Appliance and the other displays must be connected to each other.
2. The Appliance Operating System (Windows XP) MUST be able to broadcast to all displays in the appropriate resolutions and orientations.
3. The resolutions must be verified on the displays that will be connected to the Appliance.
4. When setting up the displays in the Display Network, they can be set up as one large display with its resolution being that of all displays combined.

STEP 1: Connect the displays to the Appliance:

The displays can be connected to the Appliance any of the following ways:

• EASIEST: Use an Appliance that has multiple video outputs which can connect directly to each of the displays. Some Appliances that have a built-in video card have 2 VGA outputs which allows 2 separate displays to be connected to it – one to each VGA output.
• If the Appliance has a PCIe slot you can plug in a video card that supports multiple displays. These types of video cards are available from most hardware vendors but in cases where you want more than 2 displays, you may have to contact a hardware vendor that specializes in multiple display video cards, such as Matrox. These types of video cards carry significant expense and typically demand a very powerful Appliance to drive the multiple displays.
• If the Appliance has only one video output, you may be able to use a “Dongle” or “Splitter” to broadcast to separate displays. In some cases Dongle’s cannot achieve higher resolutions, so it should be verified with the displays you are going to be using that the resolution can be achieved. Dongle’s are available from most hardware vendors.
• Some displays have the capability of being “daisy-chained”. This is where one Appliance is connected to one display and that display is then connected to a second display via a daisy-chain adapter and it in turn is connected to a third display via a daisy-chain adapter and so on.
• Use a Broadcaster/Receiver setup. A “Broadcaster” is a device that connects to the VGA output of an Appliance and that converts from VGA to ethernet cable. Ethernet cable can run as far as needed and connects to a “Receiver” on the back of the display. The Receiver converts from Ethernet back to VGA. The Broadcaster/Receiver can be set up for every VGA output on the Appliance. A reputable manufacturer of Broadcaster/Receivers is MiniCom.

STEP 2: Ensure the Appliance can support the resolutions and orientations of multiple displays:

Display Resolution:

This is where things start to get a bit tricky. A Presentation cannot show on a display that you cannot view the desktop on. When the displays are connected to the Appliance and powered on you must be able to see the desktop in some capacity to be able to see a Presentation on the displays. Getting your operating system to see the multiple displays can sometimes be accomplished in the Windows Display Settings. See the Microsoft Help topic “How to configure and Use Multiple Monitors in Windows XP (http://support.microsoft.com/kb/307873) for instructions on setting up multiple displays using Window XP’s display settings.

Depending on the manufacturer of the video card you’re using, there may be software included with it that can be used for manipulating the displays connected to the Appliance. Intel, Matrox, NVidia and ATI all have their own tools that run on an Appliance and control the video output. These tools can control the resolution size, display order, and aspect of each display screen. If your video card comes with a tool that can be used to manipulate the Displays, it is highly recommended using this tool rather than relying on Windows Multiple Display Properties.

Once you have all Displays set up, they will likely have a unique resolution. For example, if you have 4 displays in a line from left to right each with a resolution of 1360 x 768, the combined resolution for this configuration is 5440 x 768 (as 5440 = 1360  x 4). If you have 4 displays configured with 2 on the top and 2 on the bottom and each displays has a resolution of 1360 x 768, the combined resolution for this configuration is 2720 x 1536 (as 2720 = 1360 x 2 and 1536 = 768 x 2). Your display manipulation tool should list all available resolutions that can be safely achieved on your display configuration.

There are only 2 situations where a resolution such as the ones described above will not be the case. Daisy-chained displays will have the resolution of the main display, the one connected to the Appliance, and the “cloned” Displays (which are just mirrors of the main display) will each have the same resolution as the main display. Daisy-chained displays can still show a Presentation larger than the main display resolution, however the operating system will not see these additional displays.

Display Orientation:

Displays have two orientations – Portrait and Landscape. It’s possible for an Appliance to output to one display in Landscape and another in Portrait. If this is what’s required for the display configuration, make sure that your display manipulation software will allow this setup. It’s possible to create a Presentation for an Appliance that’s running displays in both orientations, though there are currently no Presentation Templates available for this. You would need to create a Presentation from scratch.

STEP 3: Verify the resolutions on the displays that will be connected to the Appliance:

The displays that are going to be used must be capable of the resolution required for the Presentation. It’s common for different displays to be able to achieve different resolutions, and some resolutions may not be possible on certain displays. A resolution that works on a test LCD display may not work on a larger LCD, Plasma or HDMI display. It is highly recommended that when using multiple displays you test the multiple display arrangement using the displays at the installed location to confirm that you can get the desired resolution.

NOTE:

TVs are NOT LCD displays and may not be able to get a high resolution via the PC connection. Most 1080 or 720 TVs cannot get the same high definition resolution when connected through the PC connection (VGA, DVI, etc). Check with the manufacturer of the TV to determine the available resolution sizes that can be achieved through the PC connection.

STEP 4: Setup the displays as one large display:

By default, in the Display Network every Appliance has a Display associated with it called “Display1″. Display1 has the resolution that was configured when the demonstration content began playing on the Appliance. In the case of multiple displays, there is no need to add additional displays. Adding additional displays typically adds complexity and confusion for the user to manipulate the Presentation playing on those displays. Instead you can simply change the resolution of Display1 to match the combined resolution of your multiple display configuration. Using the example described in Step 2 above with 4 displays in a line left to right having a combined resolution of 5440 x 768 you would simple change the resolution of Display1 to 5440 x 768. This way, you can create a Presentation that has a resolution of 5440 x 768, and assign that Presentation to that Appliance.

NOTE:

• Rise Vision Support is not responsible for any installation or configuration issues regarding multiple display setup outside of the display properties of Appliances in the Display Network. We will ensure an Appliance is set up and configured correctly in the Display Network, but can only offer support on a “best guess” basis regarding the physical Appliance configuration to get multiple displays to show content correctly as this is the responsibility of the client.
• There are Presentation templates available for some dual display configurations, however, if the resolution of your display wall is non-standard you will need to create a custom Presentation from scratch.

We use an extremely long, key that is unique to each player installation. This key is designed such that its guaranteed to be globally unique, and is of such a length that it is virtually impossible to guess. This key must be combined with the request and be precisely formatted to be able to perform any sort of request to the server. Further, the range of possible operations that may be invoked is very limited. These processes are in turn designed to be invoked in a highly specific and proprietary way so as to limit the type of and scope of operations that can called.

The data center

We partner with a global data center leader that is an enterprise-grade, tier 1 network provider with SAS-70 certification to host our servers. From their facilities, we offer a service level agreement (SLA) that includes a 99.9% uptime guarantee and quick response times. Our systems are constantly monitored, and updates are applied at times of the day that result in a minimum interruption of service to our users.

• To insert a column: Right click on a column to the immediate right or left of where you want to insert a new column, then select Insert Column to the Left or Insert Column to the Right as appropriate.
• To insert a row: Right click on a row either immediately above or below where you want to insert a new row, then select Insert Row Above or Insert Row Below as appropriate.
• To delete a row or column: Right click on any cell in the row or column you want to delete,  then select Delete Row or Delete Column as appropriate.
• To delete a cell: Right click on the cell you want to delete, then select Delete Cell.

You can add a table to a Bulletin when the Bulletin is in Edit Mode and its Review Status is “Draft”.

1. On the Bulletin toolbar, click the Insert Table button, and then select the number of rows and columns you want the table to be. NOTE: The maximum table size available is 6 rows x 6 columns. The table will automatically be placed in the top left hand corner of the Bulletin editing area. The table will need to be resized.
2. Resize the table to the dimensions you want.  There are two ways you can resize a table:
   

   Option 1:

   > To resize the entire table: Click on the table border to display the resizing handles, then click on a resizing handle and drag the border out to the desired size. > To change the width of a column in the table: Click on the table, then position the cursor on any cell in the column you want to resize. In the Width field located directly below the Bulletin editing area, type the width of the column in pixels (e.g., “100px”). When you click outside of the Height field, the row will resize to the size indicated. > To change the height of a row: Click on the table, then position the cursor on any cell in the row you want to resize. In the Height field located directly below the Bulletin editing area, type a value for the height in pixels (e.g., “50px”). When you click outside of the Height field, the row will resize to the size indicated.

   Option 2:

   1. Right click on the table and select Set Table Properties to display the Table Wizard. 2. Click the Table Properties tab. 3. In the Dimensions section, type a value (in pixels) for the table width in the Width field (e.g., ”640”) and a value (in pixels) for the table height in the Height field (e.g., “480”). 4. Click OK.

3. Click Save.
4. Format the table to meet your needs.

Related Topics

Insert or delete rows, columns, or cells in a table

To change the background color of a table:

1. When you add a new table to a Bulletin the background color of the table is transparent – therefore the background color (or image) of the Bulletin will show through.
2. Click on the table border, or the “TABLE” link located directly below the Bulletin edting area to select it.
3. Click on the Background drop-down located directly below the Bulletin editing area and select the color you want to use.
4. Click Save.

To change the background color of a table cell:

You can specify a color for the background of an individual cell within a table.

1. Click on the cell you want to change.
2. Click on the Background drop-down located directly below the Bulletin editing area and select the color you want to use.
3. Click Save.
4. Repeat steps 1-3 for each cell you want to change.

To insert an image in a table cell:

1. Right click in the cell and select Set Cell Properties.
2. In the Background Image section of the Cell Properties dialog, click the ellilpsis  button “…“.
3. In the Image Manager dialog, click the Upload Image tab.
4. Click the Browse button to locate the image you want to use, then click Upload.   
5. On the Browse Files tab, click Insert.
6. On the Cell Properties dialog, click Update. The selected image will be placed into the selected table cell.
7. Click Save.

To change the alignment of text for a specific cell in a table:

1. Click in the cell you want to change.
2. Click the Alignment drop down button below the Bulletin and select the alignment option you want.
3. Click Save.
4. Repeat steps 1-3 for each cell you want to realign.

To change the alignment of a table within the Bulletin:

1. Click on the table border to select the table.
2. Click the Alignment drop down button below the Bulletin and select the alignment option you want.
3. Click Save.

To change the width of a column:

1. Click on a cell in the column you want to resize.
2. In the Width field located below the table, type a value in pixels, for the width of the column.
3. Click Save.

To change the height of a row:

1. Click on a cell in the row you want to resize.
2.  In the Height field located below the table, type a value in pixels, for the height of the row.
3. Click Save.

To add borders to a table:

When you create a new table, it is created without any borders.

1.  Click on the table border to select the table.
2. Click the Set Table Properties button located below the Bulletin.
3. In the Table Wizard dialog, click the Table Properties tab.
4. In the Border section, do one or more of the following:
   

   - Add borders: Click on each border option you want to add from the options provided (e.g., Left side, Between columns, etc.)

   - Specify a width for the borders: Type a value for the width of the border in the field provided. Or, use the + and – buttons to increase/decrease the value. By default this field will be blank as the table is created without borders.

   - Specify a color for the borders: Click the color drop down and select or specify the color you want.

5. Click Save.

To merge cells in a table

When you merge cells in a table you do it using the Row Span and Column Span functions to change the “span” of the row or column.

1. Right click on the table and select Set Table Properties.
2. On the Table Design tab, do one or more of the following:
   - To merge two cells in the same vertical column: click in the cell above the cell you want to merge it with, then click the “+” sign below Row Span. Click again to merge with another cell.
   - To merge two cells in the same horizontal row : click in the cell to the left of the cell you want to merge it with, then click the “+” sign beside Column Span. Click again to merge with another cell.
3. Click OK.

To split cells in a table

When you split cells in a table you do it using the Row Span and Column Span functions to change the “span” of the cells.

1. Right click on the table and select Set Table Properties.
2. On the Table Design tab, do one or more of the following:
   - To split two cells in the same vertical column: click in the cell you want to split, then click the “–” sign below Row Span.
   - To split two or more cells in the same horizontal row: click in the cell you want to split, then click the “–” sign beside Column Span
3. Click OK.

Related Topics

Insert or delete rows, columns, or cells in a table

Tri Color Requirements  

• Pixel Height: Ensure pixel height matches the height of the ticker display that the logo will be playing on (e.g., 16,24)
• Colors: Red #ff0000, Amber #ffff00 & Green #00ff00

Eight Color Requirements

• Pixel Height: Ensure pixel height matches the height of the ticker display that the logo will be playing on (e.g., 16,24)
• Colors: Red #ff0000, Amber #ffff00, Green #00ff00, Light Blue #00ffff, Dark Blue #0000ff, Magenta #ff00ff & White #ffffff

Full Color Requirements 

• Pixel Height: Ensure pixel height matches the height of the ticker displa that the logo will be playing on (e.g., 16,24,32)
• Colors: full RGB spectrum

Example of the procedure to create a tri color logo

(NOTE: Click on an image below to view it full size)

1. As a starting point, open a graphic of the logo you want to build in Adobe Photoshop (e.g., .jpg, .gif, .png)

2. Crop out any unnecessary areas (e.g, white space), then from the Image menu, select Image Size and change the image height to 24 pixels.

3. From the Image menu, select Mode, then select Indexed Color and use the default settings which do not narrow the colors down.

4. From the Image menu, select Mode, then select Color Table. The color table displays all the colors within the current color palette. In the color table click on an empty square to add each of the colors you want to use for the logo to the color palette.

5. Use the pencil tool, magic wand, paint bucket, or any other tool of your choice to color the logo. Be sure to create crisp edges and to fill every pixel of the logo with a color.

6. Save the new logo as a .bmp using 8 bit color mode.

7. Upload the saved image to your Media Library for use in a ticker Play List.

1. Open the Manage Ticker Play List page for the Play List to which you want to add live data.
2. In the Add Item to Play List section, click Live Data.
3. On the Add Live Data page, click on the name of the live data type you want to add – options include financial quotes, news headlines, RSS Data Feeds, sports scores, and weather.
4. Follow the procedure for the live data type you selected:

• Add financial quotes to a Ticker Play List
• Add news headlines to a Ticker Play List
• Add RSS Data Feeds to a Ticker Play List
• Add sports scores to a Ticker Play List