Sigh....Today we had problems again....

Today we had problems downloading our service to the pc....then we couldn't connect an iPad, eventually it connected for about 2 slide changes then I just had to read the small slides along the bottom.

Was there any other problems? I know Logos took steps to fix this, but it happened again. Enough is enough.....I am trying to be patient, but man.....[:@]

(I love Logos and Proclaim) The latter less than the former.... [:D]

Find more posts tagged with

Comments

Charles Fombelle

I also had a problem. The windows laptop froze while running announcements. I rebooted while the music director led a hymn. I went directly to the sermon and it froze on the second slide.

Again, the computer worked fine after the service and is working fine this morning. I plan to test the internet connection and I will be using a different computer this Sunday with the intention of ruling anything out on my end.

Scott Alexander

Today we had problems downloading our service to the pc....then we couldn't connect an iPad, eventually it connected for about 2 slide changes then I just had to read the small slides along the bottom.

I'm sorry to hear Proclaim caused you difficulties this Sunday. We didn't have any known server side issues. What time (and time zone) were you trying to sync and use the remote? This information will allow me to investigate further.

Scott Alexander

https://community.logos.com/discussion/comment/607641#Comment_607641

I also had a problem. The windows laptop froze while running announcements. I rebooted while the music director led a hymn. I went directly to the sermon and it froze on the second slide.

The behavior you describe is usually related to Windows PCs with outdated video drivers. Sometime these drivers are related to the video projector and the freezing is only reproducible when the projector is attached. Could this be the case for you?

Lawrence Becker

https://community.logos.com/discussion/comment/607680#Comment_607680

I also had iPad issues - and yes, my Windows PC video drivers and OS are completely up to date.

The iPad just quits responding and gives a Did not change slide message. Then I open the file again, control it, and it works for a few slides. This was happening on two iPads, and even right next to the WiFi router.

I am on Pacific time, and the worst service was at 8:30-9:30, but our 10:45 service had difficulties as well.

I am routinely now carrying my Logitech clicker to change slides as well.

Our PC wasn't freezing, the presentation worked fine - just the iPad was often unresponsive. in the first service I tried about 5x to keep it going. I finally gave up - it's too distracting, and difficult to keep my train of thought on the right track (I get derailed enough as it is...).

Thanks for all your help -

Larry Becker

Jeff

https://community.logos.com/discussion/comment/607810#Comment_607810

We had the same problem. iPad froze and received the could not change slide message. This is the 4th Sunday in the past few months we've had this issue. I'm also going to start using a presentation clicker as a backup.

Josh Edwards

https://community.logos.com/discussion/comment/607872#Comment_607872

Sorry you all are having trouble. I hardly ever use the remote because of it's unreliability. Although, I've said it before, the only way to reliably fix this issue so it is devoid of any trouble from the internet or servers, is to create a local remote option that works on the local wi-fi. I seem to vaguely remember someone from Logos saying that that option was in the pipeline to be added to the program. Hopefully it's sooner rather than later.

David Mullens

https://community.logos.com/discussion/comment/607874#Comment_607874

@Scott Alexander...seems like you think the issues were not on Logos end...well, add my church to the list of those that had problems. I was on vacation, but received an email that the media guy sent saying we were getting the error "trying to connect to server."

I haven't chatted with him since, but I've started syncing up the presentation on Thursday/Friday or Saturday so we don't have to rely on things working on Sunday. _If_ I would have been there, I'm pretty sure the android app (which I use) would have given me the "could not change slides" message. It seems that is what those with the Ipads are describing.

Seems like we all realize the main issue is having the remote apps connect through Logos' server in order to change the slides on the local machine. Once we can change slides through the local network, even if Logos has issues we probably won't notice since we sync the presentation before Sunday morning....

Edit: The "Trying to connect to server" message was probably around 9 am Central Time.

Scott Alexander

https://community.logos.com/discussion/comment/607884#Comment_607884

The services team is digging into the time frames that users have reported issues with the remote. I'm told there was a services slowdown during 6:15-7:15 PDT related to a disk maintenance task that was not expected to run at that time. The slowdown was not believed to have impacted users but it looks like it may have caused issues with the Proclaim remote. My apologies if you were affected by this slowdown.

I can say that development of the new remote is underway. The new remote will be more performant and resilient to server side disruptions. Once we have reached parity with the current remote's feature set we'll ship it and immediately begin working on adding local wifi control.

Richard Bonjour

https://community.logos.com/discussion/comment/608128#Comment_608128

I am waiting for that release with many hopes. For myself everything else works fairly well. But I'm really looking forward to the updated remote.

Spencer McKimson

https://community.logos.com/discussion/comment/608233#Comment_608233

Hey All,

So I tested the Proclaim Remote issues this week and have found some information that might help this next sunday. I ran into problems when my device would automatically lock the screen; Basically my screen would lock and then upon unlocking the screen and returning to the remote app, changing slides would not work. What is happening is the remote's connection times out shortly after the screen locks; After unlocking the screen, the connection is not established again correctly. This issue might affect people during long periods of inactivity (If their device is set to auto-lock after a set time of inactivity).

An update that will fix this specific issue is going to be shipped soon, but a good workaround for this right now is to set your Remote device to not lock automatically. You do that the following way:

iOS:

Go to Settings
Go to the 'General' section
Scroll down to the 'Auto-Lock' option and set to 'Never'

Android:

Go to Settings
Go to the 'My Device' tab
Go to 'Lock Screen'
Set the 'Secured Lock Time' option to a longer time duration that fits your needs

Lawrence Becker

https://community.logos.com/discussion/comment/608718#Comment_608718

Hi, Spencer,

The first thing I did when I noticed occasional issues last April was to set the Auto Lock to Never. It hasn't helped.

I wonder if something else is connected... When I close the cover on my iPad Air, the screen is locked, and when I open the cover again I have to enter a 4 digit code. Apple pretty much forces you to do this any more as a security issue (I guess). I'm not sure even how to turn that off. Does that cause the same "timing out" effect as the AutoLock feature? I can't really avoid closing the cover on the iPad -for example, when I'm processing down the aisle at the start of the service - holding a hymnal and a bulletin AND the iPad, if it isn't closed, something is going to get inadvertently pressed that shouldn't.

I BELIEVE that the timing out issue happens whether or not I've closed the cover on the iPad. It can happen randomly whether or not the iPad has been closed. It is most frustrating!

What is the amount of time that the time out/inactivity issue set for? Is it something that is done on your side? That is, can it be changed via update in the Proclaim app?

Larry Becker

Graham Criddle

https://community.logos.com/discussion/comment/608971#Comment_608971

Hi Larry

You can control whether closing the case causes the iPad to lock from the General section of Settings

Graham

Lawrence Becker

https://community.logos.com/discussion/comment/608972#Comment_608972

Thanks, Graham - hadn't really noticed that. I think I'll use it on Sundays - people have wondered what I was doing when I had to enter my password in up at the altar. It's funny what people notice.

But.. it really doesn't seem to help. I was testing my announcement slides this afternoon (Saturday) and I got multiple Unable to chance slide notifications. This is with, I presume, not much load at all on the Proclaim servers... I'm concerned for tomorrow.

Larry

Eric

https://community.logos.com/discussion/comment/609029#Comment_609029

I am new to using proclaim but we are having many of these issues at our church.... screens freezing and slide not updating and not advancing. Today the message is :Trying to connect to the server" any trouble shooting ideas? Time is 10:30 AM EST

Spencer McKimson

https://community.logos.com/discussion/comment/609123#Comment_609123

I am not having any issues in house. Have you tried with a phone not connected to your wifi to control the presentation? That way we could narrow down the issue.

Lawrence Becker

https://community.logos.com/discussion/comment/609124#Comment_609124

Today was the WORST day we've had with Proclaim Remote. It was slow to load to the iPad (and iPhone 5S via cell/not wifi) - in fact, it wouldn't load to the iPad for the first 3 times I tried it. I hadn't seen that before, ever. When it finally loaded it continually had stopped controlling the slides.

I thought I was clever and had my Logitech Presenter all set to go - checked the batteries - 3 bars, full.. and started using it - and IT quit working. Dead batteries, and someone swiped the spares I had hidden in the sound desk. So, I just shut Proclaim off and did the service "old school."

The Logitech/battery issue is on me, but the remote application was significantly worse today. It just wouldn't load initially, and when it did, it was unable to control the slides at all reliably. I had the iPad running with the presentation for the warmup announcement slides and it seemed ok, but as soon as I went to announce the opening hymn, unable to change slides.

We have decent Wifi (10mbs up/down), and NO other users on it. This service started at 8:30 PST and was over at 9:25. Longest hour of my life...

Is there something in the works to help with this remote issue? Help! (the cry of a desperate pastor who's running out of good will and patience from his congregation and leadership).

Larry Becker

Spencer McKimson

https://community.logos.com/discussion/comment/609130#Comment_609130

I am sorry to hear that you had issues. There were no known issues on our side; as for a fix there is an update that should help the issue I described above in my previous long post. Also, the new remote app is in thr works which will have better logging and support (which will make it easier to track down issues). What were the specific error messages it was giving you? I am surprised it wasn't loading on your phone as well.

Lawrence Becker

https://community.logos.com/discussion/comment/609133#Comment_609133

I can't remember precisely the error message - Failure to load, or something like that (it was in the heat of battle) was what I saw initially. It mostly just didn't load all the preview slides, or took a LONG LONG LONG time to do so. I hadn't seen that before. It was true on the phone on 4G and wifi. Same issues.

Larry

Mark Johnson

https://community.logos.com/discussion/comment/609174#Comment_609174

We had issues today also.

Lawrence Becker

https://community.logos.com/discussion/comment/609198#Comment_609198

Ok... time for a mea culpa... On a hunch, after the disaster that was last Sunday's services, I checked our internet speed in the sanctuary. It had been 10mps up/down pretty solid. On Sunday after the services is was only 3.1 up and 1.7 down... um... not good. I spoke with my volunteer IT guy this morning and he said he had swapped out a router because he was having issues and he didn't think the one he used would throttle the bandwidth... it obviously did.

So - between the abysmally slow internet, the Logitech Presenter batteries dying in the service, and not enough sleep on Saturday night, I had a just miserable day.

I think the slow internet would explain, at least in part, why even my iPhone 5s had difficulty as well.

Sorry for the false alarm bells.

Larry Becker