No background on anything but songs.

I put together a presentation (April 19, 2015 - God won't give you more than you can handle) on my Macbook. Then when I opened it on our windows computer, all of the custom backgrounds that I had uploaded were gone. I uploaded all of the backgrounds to the group (not just to local computer). The custom backgrounds even show up under my group media, but when I select them, nothing happens. I can add all of Proclaims Pro media stuff, but nothing custom that I've uploaded will load.

If I re-upload the custom backgrounds from the windows unit, they'll show up, but I thought that being cloud based meant that this should work cross platform without this kind of headache.

Is this a bug or am I the only lucky person dealing with this?

Thanks,

Anthony

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Comments

Glenn Gervais (Faithlife)

All uploaded content should sync. What does your sync icon look like? It might not of finished syncing to the cloud?

http://support.proclaimonline.com/hc/en-us/articles/203763825-How-do-I-know-if-my-presentation-is-completely-synced-

Anthony Bliss

https://community.logos.com/discussion/comment/716152#Comment_716152

Yup, according to the icon, everything is synced.

Scott Alexander

https://community.logos.com/discussion/comment/716180#Comment_716180

When you upload your own backgrounds the upload job executes in the background and is represented in the bottom bar shown in the image below. If the upload completes successfully the bar will disappear. If there are issues it will show an error message and a retry button. Did you seen any error messages when uploading your backgrounds?

Anthony Bliss

https://community.logos.com/discussion/comment/716279#Comment_716279

So on my mac, there is no upload bar at the bottom. And on the PC, I still have to reupload every graphic as a background slide. I can't even go into my group's media files and add a graphic I've uploaded from my mac. I have to go in from the PC and reload the exact same files and then it works.

I haven't received any error messages associated with uploading these graphics.

I did upload videos on the mac and they showed up fine on the PC. So videos seem to be ok.

Spencer McKimson

https://community.logos.com/discussion/comment/716749#Comment_716749

And on the PC, I still have to reupload every graphic as a background slide. I can't even go into my group's media files and add a graphic I've uploaded from my mac.

This is interesting. Can you reproduce this behavior on another PC? I am curious if it has anything to do with that particular machine you are using. Could you also provide logs after trying to load the presentation which this is occurring on? That way we can see if there is anything failing to load properly.

Scott Alexander

https://community.logos.com/discussion/comment/716749#Comment_716749

So on my mac, there is no upload bar at the bottom.

The upload bar only shows when a file is currently uploading or has failed. Are you saying that you never see the upload bar on your Mac when you upload a custom background (assuming you're selecting the "Upload and sync to my group" option)? If so what version of OS X are you using?

Anthony Bliss

https://community.logos.com/discussion/comment/716877#Comment_716877

Ok, So I just uploaded .jpeg files on my mac. The upload bar showed that they loaded properly. I went to a PC in our office, opened Proclaim, and everything showed up as it should. Then I went into our Auditorium computer (the one that really matters) and again none of the jpegs uploaded from my mac appeared. So it seems to be isolated to this computer and I can't come with any reason why that would be the case.

I am attaching all of the logs in our Proclaim Log Files Folder. Thanks again for your help.

4336.ProclaimError-2.log 3250.ProclaimError.log 31364.Proclaim.log 1031.cef.log

Scott Alexander

https://community.logos.com/discussion/comment/717409#Comment_717409

I can see the failure to load the images in the log file. This rules out an issue with sync. The exception in the log file indicates there is invalid metadata in the image. Strange that the same behavior does not occur on all Windows systems.

What version of Windows is the Office PC and the Auditorium PC?

What happens if you upload an image from your Mac that was not created on your Mac? Take this image for example.

What happens if you upload an image created on the office PC?

I'm trying to isolate the issue to something in the image created on the Mac. Thanks for your patience on this, really hoping to get to the root cause of the issue.

Anthony Bliss

https://community.logos.com/discussion/comment/717690#Comment_717690

So I uploaded the image you provided to proclaim from my Macbook and when we opened it up on the auditorium PC, the image was there. If we take an image I've created on my mac, but upload it from the Office PC, it still did not work. But if you take the exact same image and upload to proclaim from the Auditorium PC, it works.

So the image will only work on the Auditorium PC when it is uploaded from the Auditorium PC. But if you upload that image from the other computers (my Macbook or the Office PC), it won't show up on the Auditorium PC. And if you upload the image from the Auditorium PC, it shows up everywhere else.

Both the Office PC and the Auditorium PC are running Windows 7 Home Premium.

The images I've made are made in Photoshop CC. It's up to date. I just save them out as a standard jpeg just like I do for everything else.

Scott Alexander

https://community.logos.com/discussion/comment/717730#Comment_717730

It would help me if you could create two new images on your Mac. Upload one on the Auditorium PC (should work on Auditorium PC), and upload the other on the Mac (should not work on Auditorium PC). If you tell what the names of the images are I will find them in your group media and analyze the metadata.

Anthony Bliss

https://community.logos.com/discussion/comment/717957#Comment_717957

Ok,

I uploaded two images both made on my Macbook in Photoshop CC and just saved according to Photoshops standard jpg settings. The names are "Test Upload from Macbook" and "Test Upload from Auditorium PC".

And as expected, when I tried using the images as backgrounds on the Auditorium PC, the "Test Upload from Macbook" would not show up, but the "Test Upload from Auditorium PC" worked just fine.

Thanks again for all the help. I'm stumped.

Scott Alexander

https://community.logos.com/discussion/comment/718051#Comment_718051

Checking in to let you know that we have been looking at this issue. We know it's related to the color profile metadata in the image uploaded on Mac. As far as we can tell the issue is with Windows Presentation Foundation, the UI technology used on Proclaim for Windows and we're looking into a possible fix. In the meantime you should be able to work around this issue by configuring Photoshop to omit the color profile with saving out the jpegs.