Reusing cloud synced video slides caused Proclaim to quit

Sunday morning when finalizing the presentation I ran into a problem where video items containing videos that had been synced to the cloud were not working. Clicking on them - in any mode - caused proclaim to quit. Video items that had the video "local to this computer only" worked fine. Because the issue caused Proclaim to quit the instant the video items were selected from the column on the left, we were forced to completely rebuild the presentation at the last minute.

Proclaim was up to date as of 9AM EST Sunday, March 26.

Have there been any known cloud issues using video slides in the past few days?

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Scott Alexander

No known cloud issues. Please use the Help menu in Proclaim to grab a copy of your logs and attach them to this thread. This will enable us to diagnose further.

Benjamin Hodge

https://community.logos.com/discussion/comment/893979#Comment_893979

Good morning Scott

It's still happening as of this morning - I even ran the update so we are current. I saved the Proclaim log and Windows Event Viewer logs and I'm attaching them to this reply.

It really seems as though our cloud uploaded videos have vanished (the actual saved files), but somehow the database thinks they're still there and has pointers to files that aren't there anymore, and Proclaim doesn't know how to handle it.

Hope these help

4747.Proclaim Logs.zip

0121.Proclaim Windows Events.zip

Ian Fisk

https://community.logos.com/discussion/comment/894752#Comment_894752

Hi Benjamin,

I'm sorry you are experiencing this issue with Proclaim, and thanks for posting your logs. Nothing is jumping out at me in them, but I do see some issues when creating the video player which may be linked to your issue.

Unfortunately, I don't have a good answer for you yet, but we will start looking into this Monday.

Thanks,

Ian

Benjamin Hodge

https://community.logos.com/discussion/comment/894760#Comment_894760

thanks. let me know if I can provide any additional information.

Benjamin Hodge

https://community.logos.com/discussion/comment/894760#Comment_894760

Any update?

Christian Villapando

https://community.logos.com/discussion/comment/895649#Comment_895649

Hello Benjamin,

Thank you very much for looking into this! At this time we're still investigating this for you. I apologize for the wait, we'll notify you once we know more. Thank you again for your patience on this matter!

Ian Fisk

https://community.logos.com/discussion/comment/895649#Comment_895649

Hi Benjamin,

After looking at your logs and Event Viewer, we think that this is a Windows update issue, and that the latest updates should fix your issues. Please try updating your machine to have the latest software and let us know if you still experience these issues!

Thanks,

Ian