Guys our computer started closing Proclaim when we try and load a video element.
Never had a problem before on this computer. Updated both Proclaim and video driver.
Still closes unexpectedly and on its own.
Sorry about this John. Was this happening before you updated today?
Before and after.
Alright, is it crashing when you try to add a video to a presentation or crashing when you try to display a video while presenting?
Sorry for the inconvenience
It crashes when we try to add video.
It will allow me to add the element from the Add Item tab.
It is when we go to the Add Video drop down that it shuts down
Sorry about the name change. Account at church is worship pastor name. Posted that response from home, picked up my Faithlife account. I am the IT guy at church.
Hi John, I’m not seeing any crashes from Proclaim’s log, but I do see a crash from the system level. This would normally point to some kind of driver issue or system issue. From the log it says the faulty module is ntdll.dll which is not from Proclaim, but rather a system dll.
I searched google for: "Faulting module name: ntdll.dll, version: 10.0.14393.479” and see many other people with other apps having similar issues, so hopefully some of these links can help us fix this issue.
So as for solutions, did you update your video card drivers recently? What graphics card do you have? Are you running any extra add ons on your computer associated with your graphics card? For example, AMD drivers install Plays.TV for you which happens to cause Proclaim to crash. Its possible that a Nvidia graphics card may have similar programs it installs.
Another thing you could try is disabling hardware acceleration in Proclaim. This might make the videos not play as smoothly but if it fixes the crash then it confirms that this is a hardware/driver problem.
This forum talks about an issue with Windows Media Player crashing (which Proclaim uses internally) with the same ntdll.dll crashing and the same Exception code that was in your log. They seemed to resolve their issues by taking a memory dump while running the app which gave them more info which led to their solution. If you are feeling savvy enough you could follow these instructions and see if you can get us some more info from when Proclaim crashes.
Another thing that might help us is getting your DXDiag which you can do here
Sorry for all the questions and instructions. Another link for good measure
Let me know how it goes.
- Jordan Sjodin
It crashes when we try to add video. It will allow me to add the element from the Add Item tab. It is when we go to the Add Video drop down that it shuts down
Also, I just saw these. I posted my response above before I refreshed the page....
Most of what I typed above is normally when a person is having Proclaim crash while playing a video, not simply adding one.. so it might be over kill to do all that I listed.
However, what I said above is true and probably all still applies... since I am not seeing the crash in our Proclaim logs.. Could you make it crash again and give me fresh logs?
Thank-you
Jordan,
Thanks for the help.
We did just update the update the video driver. Will look at that.
I had thought about disabling hardware acceleration.
Will try your other suggestions and get back with you.
Removed Plays.tv. That fixed it...or least it has not happened with several purposeful opening and closing of Proclaim. And trying at multiple video items.
Thanks Jordan!
Sweet! You’re welcome. Did you not see a warning in Proclaim about this? A while back we added a warning if we detected Plays.TV and linked to an article about how to remove it and I’m wondering if it is still working or not?
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