To expedite your support case, we request that you have all this information available when you are calling in with a support issue. Some of the below may not apply to all support issues:
1. Your contact information including:
- Company Name
- Name
- Phone
2. A problem description that is as detailed as possible.
3. When the problem started, or when it occurs throughout a set time period.
4. Which of your appliances are being affected.
5. Troubleshooting actions already taken. These should include but not be limited to the following:
- Restart the machine to ensure any updates or pending issues are corrected with the reboot.
- Ensure that all Windows, Java, and Flash updates have been applied to the appliance.
- Ensure that Windows Media Player is working correctly.
- Ensure Device Manager shows all devices and no unknown devices.
- Ensure that the internet/firewall/proxy/internet security is working correctly and nothing is being blocked.
- Check that the Event Viewer is free of errors that specifically mention or refer to the Rise Display Network Appliance Service or any of its associated programs including RisePlayer.exe, RAU.exe, or datamngr.exe.
- Verify all updates via Rise Auto Update (RAU) have been applied. If your appliance is not set up to get auto updates, run all updates from this location on the appliance: http://test.risedisplaynetwork.com/downloads/RAUUpdates/
- Ensure that the Display is set up correctly in the RDN, including that the name of the Display is Display1, and the display is set to the proper resolution.
Having all this information will make the diagnosing of your issue easier to arrive at, and hopefully the issue will be corrected with the troubleshooting actions.
Thanks!