Video reel stopped working

TremblantVR

Hi all - cant seem to get the SB video reel started this morning when my HMDs are not in use. Normally it started automatically after a few minutes of non use which was great as it gave people something to watch on the connected station TVs as they came in.

Is there a way to force start it? Ive tried closing and restarting SB on each station, no joy..

any ideas?

HunterLaneSBVR

Hey Craig,

Video reels should be up and running now but let me know if they aren't for ya!

KatePlayItVR

Hiya, We're getting temperamental issues with the idle video reel. Sometimes works, sometimes just get a black screen. This is different on different stations, works sometimes then next idle period not working...

HunterLaneSBVR

KatePlayItVR

Hey Kate,

If you could try clearing your cache for that'd be great!

https://support.springboardvr.com/hc/en-us/articles/360005537573-Clearing-your-Desktop-Client-Cache?source=answerbot&auth_token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJhY2NvdW50X2lkIjoxODI5MDU1LCJ1c2VyX2lkIjozNjE2MjgyOTMzNzMsInRpY2tldF9pZCI6MTA1MjEsImRlZmxlY3Rpb25faWQiOjM2MDE1NzYzMTQzMywiYXJ0aWNsZXMiOlszNjAwMDU1Mzc1NzMsMzYwMDA4NDQ5MzE0LDM2MDAwNjQxMTMzM10sInRva2VuIjpudWxsLCJleHAiOjE1NTg3MjM2NDl9.LDfnwxupOW856H32gpukNAQEoK76JxCB_eP4uPUAU6g

Thanks!

KatePlayItVR

Hi Hunter,

Have done this on all stations and still having the issue periodically on different stations each time entering idle mode...

KatePlayItVR

We have a fix that appears to work:

Closing all apps, clear the cache,then restart PC (which isn't in the clearing cache instructions). This appears to have fixed it.

Although now due to the Content Creators having control and us not having any - we now don't have our full library on the video reel, as not all game presets have video content... :rage:

KatePlayItVR

Further Update!

The video reel appears to stop (we think) when it gets to a game without a video attached...

HunterLaneSBVR

KatePlayItVR

Hey Kate!

Just to clarify, once you hit a game without a video does it go black and then never continue?

Thanks!

HunterLaneSBVR

KatePlayItVR

Hey Kate,

I've let my video reel run for about half an hour now and I haven't been able to get it fail yet. I'm gonna keep letting it run to see if it does ever kick off though!

AndrewSzczeszynski400519

A lot of black screens again today - 90% of the stations. Promo reel not woring.

DitaSBVR

AndrewSzczeszynski400519 Apologies for the inconvenience that this has caused, we are aware of this issue and our team is working on a resolution. We hope to give you an update as soon as possible. Thank you for your patience! Feel free to also always email support@springboardvr.com to alert the team of any support needed.

VirtualStingUpperCanada503691

We have had the same issue of the reel going dark after playing a few videos, Based on timing and noticing a “Broken” video on rythmatic 2 we disabled it (Could not upload custom video or delete the in place one) and have not had a black screen so far.

While problematic to have a game removed from our roster hopefully this may help in fixing your own issues.

DitaSBVR

VirtualStingUpperCanada503691 Hello, thank you for reporting this. We can confirm this has been fixed. Please reach out to support@springboardvr.com if you find issue persisting.