Problem activating RV using Shotgun

cha · June 10, 2021, 6:33am

Hi shotguners ,

i have problem activating RV player using Shotgun . I tried to leave it for 1 hour , and still in activating progress . Kindly advise . Thank you .

Ben_xzj · June 10, 2021, 6:42am

Hi @cha,

First I would try is to clear cookie and reload. Have you ever tried this two options under Shotgun dropdown meun?

-Ben

cha · June 10, 2021, 7:53am

Hi Ben ,

Thanks for your fast response . I did try your method , and this is what i get .

Ben_xzj · June 10, 2021, 9:56am

Hi Cha,

The error says your site is currently not accessible. Could you be able to access your Shotgun site?

-Ben

cha · June 10, 2021, 10:02am

Hi Ben ,

Yes i can access to my Shotgun site

I will restart my workstation later to see whether it works . If the RV player is unlicensed , will i be able to scrub through video ? I dropped a video in as session, all i see is black space .

Ben_xzj · June 10, 2021, 10:09am

Hey,

I think you can play local media by dragging and dropping it in a RV session, even though you are not licensed.

Try to drop a video again and then go to Window->Console to see if any error message.

-Ben

cha · June 11, 2021, 1:20am

Hi Ben ,

No error message . But video still unable to play , when i pressed the play button , it was always buffering. I tried to drag a video with sound , when i scrubbed through , there is sound , but no visual .

Weird

cha · June 14, 2021, 6:06am

Hi ,

Could it be caused by inaccessible to certain page ? If so, then i will need to inform our IT team to whitelist the page to enable accessibility to verify RV player.

Kindly advise . Thanks .

BertST · June 14, 2021, 11:38am

Hi @cha,

Sounds to me like this could be a firewall issue.
Can you check if your firewall is allowing the traffic?

Greetings,
Bert

cha · June 15, 2021, 1:26am

Hi Bert ,

Let me forward this message to IT team . Because our company have strict policy , and only allow certain site to connect to Shotgrid . I have no problem accessing my Shotgrid project site on browser, but have issue activating license for RV player . May i know which site/ source is required for RV player license activation ?

Thanks !

patrick-hubert-adsk · June 15, 2021, 2:24pm

Hi @cha

Can your try:

hit Cancel when the Activating RV Using Shotgun,
go into the Shotgun menu and select Shotgun Connection Details -> Clear All Shotgun Connection Details
re-authenticate in ShotGrid

Let us know it this works,

-Patrick

cha · June 16, 2021, 1:38am

Hi @patrick-hubert-adsk ,

It is not working as well . I have cleared all shotgun connection details as you can see below .
When i tried to authenticate again , it still stuck at activating window .

patrick-hubert-adsk · June 16, 2021, 1:49am

Hi @cha

Could you please re-do these, but taking a screen shot of the window where you enter the URL of your site ? I want to see things as you have done them, prior to the Activation-screen-that-does-not-go-away (I know there are evidence of your site name elsewhere in the thread, but the important part to me is how you entered it)
Also, what version of RV is that ? I have not seen it mentioned, or I missed it.

Thanks,

-Patrick

cha · June 16, 2021, 1:58am

Hi @patrick-hubert-adsk ,

I have recorded it (let me know if you can’t play the video) . The version of RV is RV 2021.0.3 .

patrick-hubert-adsk · June 16, 2021, 2:07am

Thanks for the video and the added information.

Unfortunately, at this point the only suggestion I have is to try to start RV from a command prompt, with the rv -resetPrefs argument.

But before you do, please check that you can run rv --help and see the help.

I am on a Mac, and I am not sure of the behaviour on a PC.

Have you opened a support ticket ?

-Patrick

cha · June 16, 2021, 2:25am

Oh no, its not recognizable .
No I didn’t opened support ticket on this issue .
I did have a issue on upgrading from Shotgun Desktop to ShotGrid Desktop (last week ticket) . Up until now there is no reply. So i guess i try it here , because the respond is much faster