problems with videos this morning...

After launching proclaim, initially, videos would play, and showed. But after sitting for some period of time (i don't know how long), the videos no longer play. or if you don't start it right away, as I normally do - after a period of times, the video slides turn into static images, and they are no longer able to play.

my workaround this morning was to launch proclaim and start after rebooting the computer. by the end of the service, any videos in post service slides were not playing.

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Ian Fisk

Hi Brent,

I'm sorry you had issues with Proclaim today. Can you post logs here so we can investigate tomorrow? And what operating system are you using? We have been seeing video related crashes because of Plays.tv on Windows (http://support.proclaimonline.com/hc/en-us/articles/213229646-How-do-I-stop-the-Plays-TV-app-from-crashing-Proclaim-), but I'm not sure what you described is related.

Thanks!

Ian

Brent Hoefling

https://community.logos.com/discussion/comment/894815#Comment_894815

Windows 10x64 latest updates. we are not using that program.

Brent Hoefling

https://community.logos.com/discussion/comment/894830#Comment_894830

There are a lot of log files from yesterday. i can zip them up if that will help.

Peter June

https://community.logos.com/discussion/comment/894839#Comment_894839

A zip of your logs and a copy of your dxdiag would be awesome Brent.

Brent Hoefling

https://community.logos.com/discussion/comment/894889#Comment_894889

the whole proclaim logs folder and added dxdiag.6242.All Proclaim Logs.zip

Brent Hoefling

https://community.logos.com/discussion/comment/895191#Comment_895191

After I sent that, I was unable to launch Proclaim. the splash screen showed up for a second, and then went away and nothing happened. I restarted the computer, and it launched after full restart (there were no updates logged).

it updated, and then I loaded the current presentation I was working on. let it sit for well over an hour, and it seems to be working. i hope I can put my trust back in it.

Brent Hoefling

https://community.logos.com/discussion/comment/895204#Comment_895204

I checked back again, and it started being intermittant again.

compared to this, when it is working:

Not sure what it takes to reproduce it, but i can select a video slide on the left, and sometimes it is blank, and sometimes it has the play bar/button.

Michael Wright

https://community.logos.com/discussion/comment/895211#Comment_895211

I believe I may have experienced this same latency for the past few days. Could there be a problem with the Proclaim cloud provider again? Seems to be taking a very long time to sync. The background library only loads about half of the time. Videos will not play in preview most of the time; just show an X and connectivity error message. The new trivia feature says it is having difficulty connecting to the server.

I checked my internet equipment; even rebooted everything just in case. I don't see any problem with any other services or devices that I use. My wife does most of her work online and watches a bunch of online cooking shows. She is normally the first to notice when the internet is slow. But she hasn't noticed anything lately.

Brent Hoefling

https://community.logos.com/discussion/comment/895211#Comment_895211

more information:
It happened again tonight. this time the video that was synced to my download group worked (I started it within 40 minutes or so). right at about 50-55 minutes, the second video (local and not synced) - would not play. I launched the video by itself and it worked for the devotional time of the service teaching. I exited proclaim. I tried to start it back up after service was ended to see if it would work and proclaim would not launch. The splash screen came up, but would not launch. still won't.

I know that it will when I restart. Here is the logs again (before I restart)8228.All Proclaim Logs1.zip

Brent Hoefling

https://community.logos.com/discussion/comment/895323#Comment_895323

it didn't happen yesterday (Sunday)! yeah. since there was no updates on my computer or from proclaim, I have to assume this issue is based in the "cloud" and synchronization. I thought that the sessions/presentations were completely cached locally?!

Ian Fisk

https://community.logos.com/discussion/comment/895954#Comment_895954

Hi Brett,

I'm glad this didn't happen for you on Sunday! Since this wasn't happening for you earlier, we believe your issues sound related to classic video driver problems. Are there any new updates for your video card, and if so, do you still experience these issues after updating? As a workaround, disabling hardware acceleration in the settings menu should solve these issues, but performance will not be as good.

Please let us know if this helps solve these issues!

-Ian

Brent Hoefling

https://community.logos.com/discussion/comment/895985#Comment_895985

Hi Brett,

I'm glad this didn't happen for you on Sunday! Since this wasn't happening for you earlier, we believe your issues sound related to classic video driver problems. Are there any new updates for your video card, and if so, do you still experience these issues after updating? As a workaround, disabling hardware acceleration in the settings menu should solve these issues, but performance will not be as good.

Please let us know if this helps solve these issues!

-Ian

no. I have the latest video drivers, and have the same, latest drivers for the last 4 or 5 Proclaim updates. I keep very close tabs on system updates as well. Also hardware acceleration (AMD Graphics Overdrive) is not enabled. will let you all know if this issues comes back up again.

Ian Fisk

https://community.logos.com/discussion/comment/896045#Comment_896045

Hi Brett,

If you haven't, try disabling hardware acceleration in the app itself (see this support article http://support.proclaimonline.com/hc/en-us/articles/205675055-How-do-I-disable-hardware-acceleration-). Please let us know if this solves these issues!

Thanks,

Ian