Proclaim crashing issues still - please help

Hi,

Our Proclaim crashing issues are still continuing. We have tried using a different computer, and still have the same issue. We have also connected to stable internet, doesn't make any difference. We are using Mac. Can you please tell us step by step instructions how to get the Proclaim logs to you. I am not familiar with Macs and not an IT guru, so detailed instructions would be appreciated.

Thanks,

Milla

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Scott Alexander

Sorry to hear about the crashing. We don't have any known issues on Mac so hopefully logs will help us resolve the issue. Once you experience the crash if you can grab the log files immediately after (before running the application again) they should have the information we need.

1) System error report - when you experience a crash on Mac you should see a system dialog similar to the one shown below. Please click the Report button and copy paste the contents of this log into a text file and attache it to this forum thread.

2) Proclaim log file - open Finder and access you Library folder by pressing CMD+Shift+G and entering "~/library/Application Support/Proclaim/Logging/" into the box. From there you should see a folder named Proclaim.log. Please attach this file to this forum thread as well.

If any of these steps are confusing feel free to call Logos customer support @ 800-875-6467 and someone there can help walk you through it. Thanks for you help and hopefully we can get to the bottom of this issue soon!

TIS Office

https://community.logos.com/discussion/comment/632328#Comment_632328

3364.Proclaim.log

Tried doing step 2. Did it work?

Thanks,

Milla

TIS Office

https://community.logos.com/discussion/comment/633192#Comment_633192

4403.20140925 Crash log.txt

I have just experienced the crash that also happens on Sunday (and it happens several times). I have tried doing step 1 as instructed above. Hope the attachment comes through.

Regards,

Milla

Scott Alexander

https://community.logos.com/discussion/comment/633272#Comment_633272

Thanks for posting those logs. I have a developer looking into it now.

glenn.gervais

https://community.logos.com/discussion/comment/633341#Comment_633341

Following up offline via email.

Matt Lehmann

https://community.logos.com/discussion/comment/633361#Comment_633361

Hi Glenn,

Matt here, I work with Milla and we've just reproduced the crash and saved the log file as requested. Please find it attached, we've also switched to a new computer running OS 10.10 which we find much more stable than our 18 month old Mac running OS 10.9. The new computer crashes before and after the service quite frequently when running the pre and post service loops but has got us through the actual service for the last two weeks. The logs are from this new computer.

Kind regards Matt

2656.Proclaim crash log 20140929.txt

Spencer McKimson

https://community.logos.com/discussion/comment/634197#Comment_634197

The new computer crashes before and after the service quite frequently when running the pre and post service loops but has got us through the actual service for the last two weeks.

Which presentation is this affecting? I would like to take a look on my 10.10 machine so I can investigate the issue and gather more information.

Matt Lehmann

https://community.logos.com/discussion/comment/634335#Comment_634335

Hi guys,

It's affected our last few weeks our service named 28 September 2014 is a good example. I can reproduce the crash by putting it on air and letting the pre service loop run for about 15-20 minutes. It hasn't crashed through the service for the last two weeks but about 5 times before each one and a couple of times after. I don't know if that's the power of prayer or if the issue is limited to running the pre and post service loops!! Glenn has been following this up via email so I've sent this info to him directly as well and he was after the latest Proclaim log generated by the crash which I've attached.

Thanks again for all your help, we really love Proclaim and would like to get it back to it's reliable best.

8117.Proclaim crash 20140930.txt

glenn.gervais

https://community.logos.com/discussion/comment/634500#Comment_634500

Matt -

Good news/bad news...

I was able to run your presentation and pre-service loop for 45+ minutes on my 10.9.5 machine, but on my 10.10 machine I can see the memory grow and grow and eventually crashes due to out of memory, about 15-20 minutes is all it takes.

I will be looking into a fix, but there is a work around, simply scroll the Order of Service and this will allow objects in memory not being referenced to be unloaded (garbage collection is what it is called).

You can watch the memory in Activity Monitor. I show the Memory tab and filter to show only Proclaim. If you don't see the "Real Mem" column, right click the header are and choose "Real Memory". As a 32bit app, Proclaim is limited to 2GB and will crash once memory grows above this limit.

Glenn