1.26.0.0528 upgrade causes .mov uploads to crash Proclaim on iOS 10.9.5

I can not load, nor will any previously loaded .mov files run on proclaim since the 1.26.0.0528 upgrade. Each time I try to load, Proclaim crashes and gives me an error saying Proclaim quit unexpectedly, then asks if I want to reopen. This loop repeats each time I try to load. I am using Power Point 365 for mac to create these files which until the latest Proclaim update worked fine. Thanks for any help you can give.

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Glenn Gervais (Faithlife)

Please post your log file after you crash before you restart Proclaim.

The file is Proclaim.log

You can find it at ~/Library/Application Support/Proclaim/Logging

You may also find an Apple .crash file. These are located at ~/Library/Logs/DiagnosticReports/

The files will look like Proclaim_[date_numbers_computername].crash

Please upload your Proclaim.log and if you have one, the most recent .crash file.

Ish Sarmiento

Hi Heidi,

I'm able reproduce your issue, it seems specific to videos exported by PowerPoint. While we investigate, you can work around the issue by opening the file in QuickTime Player (if you just double click it on the Mac, it should open in QuickTime Player). When you open the file in QuickTime Player, you'll see a message that says the file is converting. Once the conversion is done, close QuickTime, and you'll be prompted to save the converted file. Import the converted video to Proclaim, and it should succeed.

Heidi Stone

Hi Ish,

I was not able to convert the file upon opening it in Quicktime. It appears I would have to purchase Quicktime Pro to convert. But your note got me thinking, and after locating the .mov file in finder, I right clicked the file and found the option "Encode Selected Video Files". I selected this option and encoded for greater compatibility which converted the file to a .m4v file which did work in Proclaim. So at this point I will do this each week until the .mov file issue is resolved. As you were able to duplicate the problem, I'm assuming you don't need the log file. Thanks for your help.

Ish Sarmiento

https://community.logos.com/discussion/comment/693686#Comment_693686

Hi Heidi,

Sorry for the confusing workaround instructions. Newer versions of QuickTime Player have the conversion feature built-in, and I forgot that feature was a recent addition.

We tracked down the source of the problem, but unfortunately, you'll have to go through the conversion process you described to get PowerPoint-exported videos working in Proclaim. In the last major update to Proclaim, we updated our video playback feature to use the latest video framework provided by Apple (it's actually not that new, but we just adopted it). Basically, we get improved support for modern video formats, but we lose support for some older video formats. PowerPoint is relying on one of the obsolete formats ("Quicktime RLE") that Apple no longer supports, so until PowerPoint is updated, exported video files will no longer work in Proclaim.

We've fixed Proclaim so that it longer crashes when you try to import a video file exported by PowerPoint (you'll see that update soon), but the video file will have to be converted before it plays.