Videos not playing and Proclaim crashing

https://community.logos.com/discussion/comment/594784#Comment_594784

Just attaching some of the log files from today:

0434.awesomium.log

8666.ProclaimError.log

141666.Proclaim.log

Jason Wilder

I've never been able to make video backgrounds work for me. [:(]

It turns out this issue is now completely crippling Proclaim and every 2 or 3 attempts to play a video (which does not work) the whole program crashes.

This is incredibly bad timing as i am supposed to be demonstrating this fantastic program to the leaders of our church in the next hour... It has also meant that i cannot trust the program to work for our service this sunday and may have to fall back to using powerpoint if this issue isnt resolved..

I have also noticed that in the edit section and in the preview section i can play a video before i go on air, once i go on air none of the videos will play anywhere anymore so i assume there is a major issue when going "on air".

Can anyone please help?

https://community.logos.com/discussion/comment/594998#Comment_594998

I have also noticed that in the edit section and in the preview section i can play a video before i go on air, once i go on air none of the videos will play anywhere anymore so i assume there is a major issue when going "on air".

What video are you trying to play when Proclaim crashes? Is it one that you uploaded? Are you able to reproduce the On Air crash with a free video from the Proclaim Free Media collection? You can perform this test by using the informational signals video which can be found by searching for "signals" on a video service item.

https://community.logos.com/discussion/comment/595075#Comment_595075

It would also be good to ensure that you're video driver is up to date. Out of date video drivers have been known to allow the Proclaim application to leak memory, eventually taking the app down.

https://community.logos.com/discussion/comment/595077#Comment_595077

Hi Scott,

Thanks for your replies.

I have tried with several different videos including proclaim ones and ones I have uploaded. The main proclaim one I use is a 5 minute countdown and that causes all the issues as well.

With regards to the video drivers, they all seem to be up to date (last updated earlier this year and windows is saying there is no newer version available).

Another interesting thing i found is that i have the same build of proclaim on my work laptop and it is able to run the videos successfully (i ended up having to use this for my presentation last night). The only difference i could see was that the church computer needed some windows security updates, which i performed but it did not seem to fix the issue.

I find it really weird because the videos were working perfectly on Tuesday night last week and the computer is not used again until the sunday morning, so nothing should have changed.

https://community.logos.com/discussion/comment/595181#Comment_595181

Hey Jordan,

Could you try deleting the mediacache folder in C:\Users\(Your Username)\appdata\local\Proclaim? This will force all videos and backgrounds to download again on your machine and might help. I would also check your computer manufacture's website to see if any newer video drivers are available (just to make sure); You would do this by searching for your computers make and model number.

https://community.logos.com/discussion/comment/595376#Comment_595376

Hi Spencer,

I did as you said and deleted the mediacache folder and i can no longer sign into Proclaim. It comes up with an error saying "unable to verify user, please sign back in"...

https://community.logos.com/discussion/comment/595447#Comment_595447

I've just tried uninstalling and reinstalling the program and after not being able to log on at first, i have now managed to log on. However the program is still crashing. I will search manually for drivers, but i dont see why this would be the issue as the software was working a week ago and there have been no updates to drivers or proclaim since.

Other videos still play fine on this computer as well, its only when it is in Proclaim.

https://community.logos.com/discussion/comment/595450#Comment_595450

The temporary inability to sign in was caused by a server failure encountered during patch night last night. Sorry for the inconvenience but everything should be back online.

Let's take a look at what codecs are installed on your machine.

press the start key + r to open a Run dialog
type msinfo32 and press enter
navigate to the Components -> Multimedia -> Video Codecs node and use File -> Export to export the information to a text file
attach configuration to this thread and we'll take a look

https://community.logos.com/discussion/comment/595485#Comment_595485

Hi Scott, I won't be able to get to the church computer today, however i should be able to have a look tomorrow night so i will post back my findings tomorrow hopefully!

https://community.logos.com/discussion/comment/595485#Comment_595485

Hi Scott,

Please find the exported file attached.

4135.codecs.txt

Thanks,

Jordan

https://community.logos.com/discussion/comment/595936#Comment_595936

Hi,

Can I please get a response to this asap as I am supposed to be using proclaim tomorrow for our service!

https://community.logos.com/discussion/comment/596252#Comment_596252

Hello Jordan, I'm sorry we haven't been able to come up with the cause of this crash sooner. I'm not seeing any issues with the installed codecs so I still don't have an answer. You mentioned you don't have issues on your laptop and we're not seeing widespread reports so it really seems like it has to be something on the machine configuration. A couple more questions.

What version of Windows Media Player is installed? You can retrieve this by opening Windows Media Player and looking under Help > About

Are you able to reproduce the issue on the church machine with all extra external outputs disconnected? That is, a single display and no projector. Has anything changed with this configuration?

https://community.logos.com/discussion/comment/596427#Comment_596427

Hi Scott,

Thanks for getting back to me. I have come back to use the church computer today and it all seems to be working again magically. I did disconnect the projector to use it on my laptop and then reconnected it today - otherwise nothing has changed since Sunday as I am the only person who uses the computer...

I am just hoping that come this Sunday it is still working!

Thanks for all your help!

https://community.logos.com/discussion/comment/596777#Comment_596777

I'm glad to hear things are working for you!

I did disconnect the projector to use it on my laptop and then reconnected it today

I'm in inclined to blame the driver used by the projector. Worth checking for updates from the manufacturer's site.

https://community.logos.com/discussion/comment/596832#Comment_596832

The issue seems to be back! And we just purchased the smart media licence... was so looking forward to using it!

I have created a presentation for this sunday - June 8 and when i try to put it on air the first time, the video backgrounds don't play. I have had this happen many times before and just ignored it thinking it's a bug as usually when i take it off air and put it back on again, the videos start playing again. The last few times i have tried it though the entire program just freezes and i have to kill the process using task manager to close Proclaim.

The weird thing is Proclaim worked ok last sunday - videos played most of the time. It did however crash twice during the service, once during a song, and then once whilst trying to play music. As much as i love proclaim, if i cant get this fixed we are going to have to stop using Proclaim and move to another program as we can't have it keep crashing during the service!

Anyone have any other ideas? I have tried looking for drivers for the projector and can't find any newer ones. I am trying a fresh install of all graphics related drivers now and hoping it might help...

https://community.logos.com/discussion/comment/598631#Comment_598631

I've also again found that it is having issues in the preview section, with not being able to play the videos there and crashing in that section as well..

Jared

https://community.logos.com/discussion/comment/598634#Comment_598634

Not really knowing a ton about Windows, it seems as though you have old codecs. You have versions 6.1.7, while Scott has 6.3.9 of all the codecs.

If nothing helps, personally, I'd buy a new graphics card (Unless it's a laptop). Also check out the ram. I'd say nowadays ram needs to be minimum of 4Gbs. Graphics cards for any type of graphics/video type work really should have a minimum of 1Gb of memory. 512Mb at the very very least.

https://community.logos.com/discussion/comment/598634#Comment_598634

Hey Jordan, Could you create a presentation with only the videos that are giving you trouble? That way I can take a look and see whats going on.

https://community.logos.com/discussion/comment/599250#Comment_599250

Hi Spencer,

Sorry to take so long to get back to you.

I have had some help from some of the more techie guys and we have had a look at some of our hardware and believe it may be some video related hardware incompatibilities (although the problem only seems to happen within proclaim). We are hoping to build a new computer soon and hope that it will solve our problems.

I have found it interesting though that this seems to be an intermittent problem, as it was not working last week, however this week it has seemed to work ok (which is the second or third time its happened). I cannot think of anything that is changing inbetween these times as the computer is only used by myself on tuesday nights and sunday mornings.

It also doesnt seem to be specific videos, it can be any video that causes the problem, even the proclaim smart media.

I have also been having some issues with proclaim crashing when trying to duplicate a slide every now and then. I don't know if this is an old bug but it has happened many times over the time i have been using Proclaim..

https://community.logos.com/discussion/comment/602034#Comment_602034

I have also been having some issues with proclaim crashing when trying to duplicate a slide every now and then. I don't know if this is an old bug but it has happened many times over the time i have been using Proclaim..

Next time this happens if you could post your logs that would be great.

https://community.logos.com/discussion/comment/602045#Comment_602045

Hi Spencer,

Going back to the original problem, which is still happening on and off, i have an error log of exactly when it happened - please see attached.

2438.awesomium.log 2133.Proclaim.log 63571.ProclaimError.log

One of the other guys has also suggested running Proclaim as administrator and that seems to have started working.. Dunno if that is an issue?

Cheers,

Jordan

https://community.logos.com/discussion/comment/603696#Comment_603696

Nothing is indicating a crash in the logs unfortunately. That is interesting though that Admin rights helps the problem. When running the app as an administrator, does the original problem still occur?