"Error. Unable to play the presentation. "

Question

Good morning,

I'm reaching out to this forum to share an issue we're experiencing with our recently installed infomonitor system at our company.

We have installed 4 identical PCs running Windows 11, connected via HDMI cables to 4 identical TVs. The goal is to create infomonitor displays that show a slideshow presentation of images containing useful information for our employees.

Here are the current settings of our infomonitor system:

• The PCs retrieve the images from a shared folder on our server.

• The screensaver is configured to display the images directly from the shared folder.

• The PCs are rebooted every day.

• We have set up autologon using a Microsoft tool.

• 3 PCs are connected via Wi-Fi, and 1 PC is connected via a wired network connection.

• We have confirmed through Team Viewer that the shared folder configuration is not being modified due to a Group Policy Object (GPO).

Unfortunately, we are encountering a recurring issue that we haven't been able to resolve.

In some cases, the presentation is displayed correctly throughout the day.

In other cases, one or more PCs do not show the presentation and instead display a black screen with the error message "Unable to play the presentation."

However, by restarting the affected PCs, the issue is resolved in most cases (about 2 out of 3 times).

The strange thing is that the PCs behave differently, and the problem occurs periodically on all PCs at different times and days.

We are trying to identify the cause of the problem and resolve it, but so far, we haven't found a definitive solution. We have considered various factors such as network connection, screensaver settings, operating system updates, and possible configuration errors, but without success thus far.

We appreciate any suggestions or support to resolve this situation.

Thank you in advance for your attention and assistance.

Iris

Answer 1

Hello Iris,

Thank you for your question and for reaching out with your question today.

The issue you are experiencing with your infomonitor system can be challenging to diagnose definitively without access to the systems and detailed troubleshooting. However, I can provide some general suggestions to help you investigate and potentially resolve the problem:

1. Network stability: Since you have mentioned that the PCs access the images from a shared folder on your server, ensure that the network connections, both wired and Wi-Fi, are stable and reliable. Check for any intermittent network issues or congestion that could disrupt the file retrieval process.
2. Power management settings: Verify that power management settings are appropriately configured to prevent the PCs from entering sleep or hibernation mode during operation. These settings can be found in the Power & Sleep settings in Windows 11.
3. Screensaver settings: Although you have mentioned that the screensaver is configured to display images directly from the shared folder, double-check the screensaver settings on each PC to ensure they are consistent and match your intended configuration. Also, verify that the screensaver timeout is set to a longer duration to prevent premature activation during the display period.
4. Event logs and error messages: Check the Event Viewer on the affected PCs for any relevant error messages or events that coincide with the "Unable to play the presentation" issue. Look for any patterns or commonalities among the error messages, which might provide clues about the root cause of the problem.
5. Windows Updates: Ensure that all the PCs are up to date with the latest Windows updates. Sometimes, updates can address bugs or compatibility issues that could be causing the problem.
6. Network bandwidth: Consider monitoring the network bandwidth usage during the times when the issue occurs. If there are significant spikes or congestion, it could potentially impact the PCs' ability to retrieve the images smoothly. You might also want to check if there are any network-related policies or restrictions that could affect the file access.
7. Hardware checks: Verify the hardware components of the affected PCs, such as the HDMI cables and the TVs themselves. Ensure that the connections are secure and that the TVs are functioning correctly. Consider swapping HDMI cables or TVs between the working and problematic PCs to see if the issue follows a specific component.
8. Software conflicts: Review the software installed on the PCs for any applications or background processes that could interfere with the infomonitor system. Check for any antivirus, firewall, or other security software that might be blocking or affecting the display of the presentation.

If the issue persists after attempting these steps, it might be helpful to engage the support channels of your infomonitor system provider or consult with an IT professional who can perform in-depth troubleshooting specific to your setup and environment.

I used AI provided by ChatGPT to formulate part of this response. I have verified that the information is accurate before sharing it with you.

If the reply was helpful, please don’t forget to upvote or accept as answer.