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Author Topic: SignagePlayer 6.4.10 crash and restart every few rotations  (Read 505 times)

genopsyde

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SignagePlayer 6.4.10 crash and restart every few rotations
« on: February 23, 2023, 11:26:55 AM »
I have about a dozen HTPC Windows 10 devices running 1607 (so that I can meter the connection and avoid full screen prompts from Microsoft)
They are all installed via the DigitalSignage Downloads page.
They are all running SignagePlayer version 6.4.10
They are all running Adobe Air version 28.0.0.125

They've been all running great for the last 5-10 years, until about a month or two ago.  Roughly December 2022 or January 2023.
I'll walk by the screens and they player will have crashed to desktop, and restarted via watchdog.
If I stand and watch long enough, it will do it again, but it's not the same image each time.

I've confirmed that the images are JPEG or PNG, and they are 1920x1080.
Every TV by now has died and been replaced with a 4K capable Smart TV, and Windows is set to 1920x1080 @ 100% Screen DPI.

Event Viewer shows EVENT ID: 1001  WINDOWS ERROR REPORTING
Fault bucket , type 0
Event Name: APPCRASH
Response: Not available
Cab Id: 0

Problem signature:
P1: SignagePlayer.exe
P2: 0.0.0.0
P3: 5a1cc364
P4: Adobe AIR.dll
P5: 28.0.0.125
P6: 5a1cc66c
P7: c0000005
P8: 0056ce3a
P9:
P10:

Attached files:
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER3D74.tmp.WERInternalMetadata.xml
\\?\C:\Users\COOP\AppData\Local\Temp\WERC003.tmp.appcompat.txt
C:\ProgramData\Microsoft\Windows\WER\ReportQueue\AppCrash_SignagePlayer.ex_7bca74fea7be6e48d5b5825874c954d8b21f4d_f80bc7d3_cab_1431c09e\memory.hdmp
C:\ProgramData\Microsoft\Windows\WER\ReportQueue\AppCrash_SignagePlayer.ex_7bca74fea7be6e48d5b5825874c954d8b21f4d_f80bc7d3_cab_1431c09e\triagedump.dmp
WERGenerationLog.txt

These files may be available here:
C:\ProgramData\Microsoft\Windows\WER\ReportQueue\AppCrash_SignagePlayer.ex_7bca74fea7be6e48d5b5825874c954d8b21f4d_f80bc7d3_cab_1431c09e

Analysis symbol:
Rechecking for solution: 0
Report Id: ecc6fee8-7ebf-4f96-8ec6-6d517dbb53e5
Report Status: 100
Hashed bucket:

Is there something that has changed recently that is causing SignagePlayer to keep crashing on multiple computers?

admin

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Re: SignagePlayer 6.4.10 crash and restart every few rotations
« Reply #1 on: February 27, 2023, 09:28:55 AM »
first thing to try is to issue a command Clear Caching from Studio - go to Stations, on each station, highlight and then click on the Clear Caching - this should remove unused cached data and restart again

if the issue persist, it may be one of the content

best regards

-ADMIN

genopsyde

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Re: SignagePlayer 6.4.10 crash and restart every few rotations
« Reply #2 on: February 28, 2023, 01:43:21 PM »
I recall that I've cleared the cache a few times, but that was before I had the marketing department reformat their content.
I've cleared all the caches and will monitor for crashes over the next few days.
Since they show up in event viewer, it should be easy to see if it's happened again.

admin

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Re: SignagePlayer 6.4.10 crash and restart every few rotations
« Reply #3 on: February 28, 2023, 08:59:06 PM »
if the issue persists, try deleting the cache folder and then re-register the player.  to delete the cache folder, first stop the player then press Win+R to open the Run Command box where you will type %APPDATA% then press enter.  you will be redirected to the Roaming Profile folder where you will locate and delete all folders that start with SignagePlayer (where there are usually 2 of them).  after deleting those folders, re-register the player - see if this helps.

if the issue persist then it might be your resources - check the image and video file's resolution, dpi (for image), fps (for video) and bitrates

best regards

-ADMIN

genopsyde

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Re: SignagePlayer 6.4.10 crash and restart every few rotations
« Reply #4 on: March 06, 2023, 03:53:16 PM »
So it appears that there was still 1 piece of content that was formatted in a conflicting way.
When they changed the schedule tot he new content, the crashes stopped.
I have no specific information about what the incorrect format was unfortunately, since the marketing department never narrowed it down for me.

At least if it happens again, I'll see if I can slowly build a test campaign using their live content, and add 1 item at a time until it crashes.

 

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