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Posts 63
tczinder | Forum Activity | Posted: Wed, Aug 15 2018 1:16 PM

Posting on behalf of my tech. Logs attached as well. Thank you for looking into it.

-Thomas

1104.Proclaim Logs.zip

Just wanted to give you a little more detail on the Proclaim crash that happened during the 11:00 service yesterday. 

It was after the message during the first song after (I don't have the worship order in front of me). I had just clicked on the first blank slide for the music intro they were playing. The slide was showing fine.....then Boom!  It was gone and the desktop image of mountains was displaying on both projectors! Instantaneous.

Proclaim displayed a couple error messages like: "Proclaim has unexpectedly closed would you like to send an errors report?" (No!  I just need to reopen it and get back to the song, fast!!!) 

On the desktop I had to click the Proclaim app icon on the task bar to reopen it. Once again, I got a couple messages - "Proclaim closed unexpectedly - do you want to report it..." and a button that said, "Reopen Proclaim." So I clicked that.
  It opened back up to the right service, thankfully. So then I had to scroll down to the song they were playing and find the right lyric slide. I think they had gone through V1 and were part way into C1, not sure. And I had to go back Live. So I did that. I think I selected a blank slide first so it wouldn't display something confusing. 

Anyway, it all happened so fast. People who were paying attention to the slides noticed. Some did not. The ones who noticed just saw the song background disappear and the mountains pop up on the screen. Chris had not been paying attention to the slides (sound board) so I had to say, did you see that? Proclaim just crashed! He had not seen it. 

I had noticed Proclaim was doing more of those blips that it sometimes does, when the display on my monitor kind of burps. (doesn't seem to affect the display on the projection screens) It changes size temporarily and then goes back. Sometimes that happens during a song and I have to re-place my cursor on the forward arrows because it throws it off. I had noticed it was doing a few of those yesterday and displaying a temporary message at the bottom something about the connection being lost and "...reconnecting."

If you need any more info please let me know. It was scary -- it's the kind of thing a projector person hopes never happens to them, but it did. I thank the Lord he allowed me to think and act quickly to get back in and find my place in the song. And that Proclaim cooperated and reconnected quickly. My heart was beating fast, I was shaken. 

From my limited perspective it clearly seemed to be an Internet dis-connection. Since proclaim is in the cloud, there's not a network bandwidth issue, but Internet slowdowns or disconnects can certainly affect it.  

I do hope this connection lapse is fixed soon, this is the kind of thing that we really don't want to  happen during a service -- the ultimate distraction, just short of losing power -- sound, visuals, and lights. 
Thanks! God bless your week.
Posts 354
LogosEmployee
Justin (Faithlife) | Forum Activity | Replied: Fri, Aug 17 2018 1:57 PM

Hello Thomas,

Thanks for sending the logs!  I do see some connection related issues, however I don't think they were the cause of the crash.  How many displays do you have hooked up to your Mac and how are they connected?  We've had various reports of similar crashes, happening intermittently.  We suspect something with  how Mac is rendering the slides, it's a making a malfunction call to the graphics card.

Posts 63
tczinder | Forum Activity | Replied: Tue, Aug 28 2018 10:45 AM

Sorry for the late reply. We're using a Mac Mini, connecting 1 display to the HDMI port, and utilizing a thunderbolt to VGA adapter to connect to a Kramer matrix switcher to send out to our projectors. 

Posts 354
LogosEmployee
Justin (Faithlife) | Forum Activity | Replied: Tue, Aug 28 2018 12:20 PM

Hello,


Sorry for the trouble here!  The logs seem to indicate a problem that has been rather persistent on macOS.  It only affects some machines, but appears related to slide generation and rendering causing a faulty call in the memory.  We've reported the issue to Apple before, and it is our hope that macOS 14 (Mojave) will clear some of these issues up.  How's the occurrence of these crashes for you, is it frequent? 

Posts 63
tczinder | Forum Activity | Replied: Tue, Sep 4 2018 11:38 AM

Very infrequent. :-)

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