Issues playing videos when internet connection interrupted - v1.24

Ok, I have been trying to find the root cause of an issue we've been having and I've figured out how to reliably reproduce it.

I thought it was related to versioning or other items, but it's related to an interrupted internet connection. I can reliably repeat by doing the following. It does not seem to be an issue if an internet connection is NOT there when Proclaim is launched. But, if it tries to go out to the server and can't get there (which can regularly happen) after initially connecting, videos will no longer play and only a still image is displayed. The video timer clock/circle will still display. The system is also very lethargic to clicks and other commands. This does not seem to correct itself if the internet connection is re-established. The videos in question are not online but have already been downloaded/sync'd locally.

This is a pretty serious issue in that Proclaim has been susceptible to issues in the past where internet service is not reliable. Plain and simple, if you can't find a internet connection/server connection, ignore it and move on. Stop trying for a time period. When we're in "on-air" mode, that is the priority... period.

1. Open proclaim with an internet connection and sync up.

2. Start a presentation.

3. Pull the network cable out of the computer (this is a reproduction step, not what is normally happening).

4. Once it tries to hit the server, the videos will no longer play.

Logs attached...

Keith

*EDIT* I'm not sure the log files attached since I'm still getting error messages when trying to post. If someone gets me an email address I'll send you the log files...

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Spencer McKimson

1. Open proclaim with an internet connection and sync up.

2. Start a presentation.

3. Pull the network cable out of the computer (this is a reproduction step, not what is normally happening).

4. Once it tries to hit the server, the videos will no longer play.

I was unable to reproduce the issue with these steps. I would go on air, then disable internet, waiting for the 'Trying to connect to server' message to show up, and I was still able to play videos correctly (both Pro Media and uploaded videos). I also tried with your most recent presentation and still was able to correctly play the videos.

Have you tried disabling hardware acceleration as I suggested here? If not, please try this and then see if you can still reproduce your issue.

Spencer McKimson

https://community.logos.com/discussion/comment/634459#Comment_634459

Also, another thing to check when you try and reproduce this issue is the memory usage. When the videos fail to play, what is the memory usage of Proclaim at? You will be able to check this via the task manager (Assuming you did not know this).

Spencer McKimson

https://community.logos.com/discussion/comment/634462#Comment_634462

Another piece of information that what be helpful is what version of Windows Media Player you are using at the moment.

Keith Jasinski

https://community.logos.com/discussion/comment/634466#Comment_634466

Unfortunately, I'm limited what I can do with that machine during the week. That is why we pay for the software and expect it to work. Basically, the on-air machine is on on Sunday AM and that's it and it needs to work. However, both the Pastor and myself have seen the issue on our laptops so I will try to reproduce it there. I also am working to be able to get that info off the machine.

As far as the hardware acceleration, I will check that setting. The version of media player is probably old.

What do the log files show?

Keith

Keith Jasinski

https://community.logos.com/discussion/comment/634609#Comment_634609

I've added the registry key per instructions, but I won't be able to test it until Sunday. WMP version is12.0.7601.18150 but I'll be checking for updates shortly.

*EDIT* Also, I had already looked at resource usage when the video was hung. The memory and CPU usage didn't seem to show any change between the time when the video played and the time it did not.

Keith

Tom Berg

https://community.logos.com/discussion/comment/634642#Comment_634642

Keith,

Each week right before service I disconnect from the network/internet and have never experienced an issue playing videos. This is a practice that we started in the middle of last year when I suspected that the sync thread was blocking execution for the rest of the application. To be honest I believe that that issue was resolved when Proclaim was moved to a more modern framework sometime in the spring.

We continue to run disconnected from the internet simply because we do not currently utilize any of the "connected" features. Quite frankly, since doing so we have not experienced any type of freezing behavior.

Regards,
Tom

Spencer McKimson

https://community.logos.com/discussion/comment/634609#Comment_634609

What do the log files show?

They did not seem to be posted. If you attach them to your next post, I will take a look.

Keith Jasinski

https://community.logos.com/discussion/comment/635150#Comment_635150

Ok, still an issue and here's an update. I've applied the "no hardware acceleration" registry patch as recommended. I've updated the video drivers. After syncing Proclaim, I've removed the LAN cable from the computer and rebooted.

After the boot was complete, I ran Proclaim and waited for the service to open. I went on-air and things seemed to be working ok. I clicked on some of the video elements in the service since I needed to set the sound level of the mixer since various elements might have different levels. Suddenly the problem happened again. I tried opening other videos, restarting Proclaim, etc. I could play videos fine directly using Windows Media Player but nothing would work in Proclaim. I restarted the computer and relaunched Proclaim and went on-air and videos played again. After clicking on different elements of the service, the problem occurred again.

After restarting, everything worked again. We were able to make it through the service without the video hanging. Thankfully I didn't get thrown any "audibles" during the service where I need to go out of order.

After the service, I took a short video with my phone so that I could show you what I was doing and seeing. I'll attach a link to it shortly after posting this message. I can also try to attach the log files if they'll help but your web site continues to mis-behave (see other threads) and I get error messages when posting and attaching. So, I'm not sure I'll be able to attach the logs. While I was filming, I was able to successfully jump around a few video elements without the problem showing up. But, just after the 1:00 minute mark (EDIT:at 1:07 is when it happens), the problem occurs. You see it as showing the first frame of the video with the timer but no actual video playing. The PC monitor shows the same thing as the on-air projector that you see in a few spots.

*EDIT* Here's the link: https://www.dropbox.com/s/yc8o439rx8ljb0l/VID_20141005_104725b.mp4?dl=0

*EDIT* Also, at 1:30 (after the problem happens) you will also notice that the GUI is not as responsive as it was. It doesn't respond when I try to click the slider.

Thanks,

Keith

Spencer McKimson

https://community.logos.com/discussion/comment/636780#Comment_636780

Thank you for the update. We are still investigating this issue and are working towards a solution, so more information is always helpful. Sorry for the inconvenience.