White background

Why am I keep getting white background? I upload my own moving/video backgrounds. Some are okay but some just showing white. It's white on the two laptops we use and on the iPad version too. We paid three months of this already and have not been able to use it because of this issue

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Hunter Clagett

Just so that I'm clear, you're uploading your own background media, but when you select it from the Background tab for that item it shows up as a blank white background?

Does this happen on all of the computers you use?

Moni Keo

https://community.logos.com/discussion/comment/478150#Comment_478150

Yes, I uploaded my own moving background (.mpg or .wmv). I can see it the thumbnail fine but when I select it to be used, it shows up as white. We're using Windows 8, Windows 7 and multiple iPads.

Moni Keo

https://community.logos.com/discussion/comment/478158#Comment_478158

Hunter Clagett

https://community.logos.com/discussion/comment/478159#Comment_478159

Are you getting this behavior on the same computer you uploaded that media from? That is, if you upload your media on Computer A, do you see the white background on both Computer A and Computer B?

Hunter Clagett

https://community.logos.com/discussion/comment/478518#Comment_478518

Also, it would be helpful if you could post your log files per the instructions here: http://community.logos.com/forums/t/39446.aspx

Moni Keo

https://community.logos.com/discussion/comment/478518#Comment_478518

Yes, this is happening on all computers including the same computer we uploaded the media. We see white background on all computer and iPads from different locations. We update the software every time we're prompted so we should have the latest version on all laptops.

Moni Keo

https://community.logos.com/discussion/comment/478519#Comment_478519

74106.ProclaimError.log 3568.Proclaim.log

Moni Keo

https://community.logos.com/discussion/comment/478566#Comment_478566

Here's what it looks like on another computer. I've tried deleting and recreating the songs to no avail. Switching to a different background sometimes works but only with specific background. Some backgrounds never works at all. I've tried deleting them and re-upload. Still the same.

Scott Alexander

https://community.logos.com/discussion/comment/478568#Comment_478568

Thank you for submitting your logs. I see the error message related to the media. We host user uploaded content on Amazons S3 service and for some reason it is having issues with this particular upload. Are you seeing this behavior with multiple distinct uploaded backgrounds? We will be investigating further but in the meantime I would recommend re-uploading that motion background. Have you tried this already?

Moni Keo

https://community.logos.com/discussion/comment/478577#Comment_478577

It was disastrous for us last Saturday at our worship service. Fortunately we had a backup with another software. Here are some of the frustration.

Program froze during synching
Blue screen of death on the Thinkpad laptop during presentation
White background is an issue
When presenting to second screen, it paused on a splash screen on the screen 1. This happens every time we project to screen 2 but usually for a split second. At one point, it was stuck at the splash on screen 1.

At this point, we've decided to go with another presentation software. Proclaim is too buggy for us. We've been trying this out for a few months now. This was the first month we decided to "go live".

Since we've never really used this, any way we can get a refund?

Moni

Scott Alexander

https://community.logos.com/discussion/comment/479391#Comment_479391

Sorry to hear about this. Please contact Logos customer service, a refund should not be a problem.

Perhaps too little too late for you but we are actively working to improve the stability of the product.