Proclaim Application "Freezing"

Good Morning,

We have experienced on-going issues with Proclaim freezing on videos, moving background songs, and other items including simple content slides.

These issues have reached a critical point - we can not keep going forward without any idea of when - if ever these problems will end. The issues seem to be increasing in frequency of occurrences and difficulty in restoring the equipment.

This is a Windows 7 environment - all updates in place - 4 quad HP processor with 8GB memory and a high speed video card. The equipment checks out perfectly. The Internet connection is solid and runs at 20Mbit plus.

Attached are the error logs - seeming to suggest that the program has used up the available memory (?) - and other errors that might be failed attempts to reach the Proclaim server (?)

The software updated between the services and was at 0.511 and later 0.513.

We are desperate to learn what is going on here. We really are appreciative of the features that you have built into the product in the last year. However, at this level of dependability we will soon be forced to move on.

Hoping that you can provide a fix to these issues,

Mike Moretti, Church Administrator

Cape Coral First United Methodist Church

239-542-4051 ext 402

mmoretti@capecoralfirst.org

3240.ProclaimErrorLog Sep 14.txt

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Spencer McKimson

Hello Richard,

If you could answer a few questions to narrow down the issue, that would be great:

Are all drivers for your computer up to date? This includes the video card (please check the manufacturers website to see what the latest patch is).
Does this happen only on air? Or at random? It sounds like it happens randomly for you, but if there is something that makes it happen more frequently than not, that would be good to know.
What is the most recent presentation this has been affecting? I would like to take a look and see what type of presentations is causing Proclaim to freeze
When you say Proclaim freezes, does it crash (where windows notifies you), or does it simply become unresponsive?
Do you run Proclaim using a projector? If this is the case, please also check to see if the projector's driver is also up to date.
If you do use a projector, does Proclaim crash when disconnected from it?
Can you crash when running the presentation offline?

Also, if you could reproduce the crash and attach the Proclaim.log file instead, that will give us the info we need. Do so before running Proclaim because running Proclaim resets this log.

Spencer McKimson

https://community.logos.com/discussion/comment/629058#Comment_629058

Another thing I would like you to try is to disable hardware acceleration. If you cannot reproduce any crashes when hardware acceleration is disabled, then we can narrow it down to being a video driver issue.

You will be able to do this by downloading the file here: https://www.dropbox.com/s/hzopard11g3ktna/DisableHWAcceleration.reg.RENAME

Once this file is downloaded, rename it from 'DisableHWAcceleration.reg.RENAME' to 'DisableHWAcceleration.reg'. After this is done, double click the file and it will create and enable the correct registry key. After doing this, restart your computer and try to reproduce the crash.

Please report back to us if you can or cannot reproduce the crash after following the previous steps.

Richard Livingston

https://community.logos.com/discussion/comment/629058#Comment_629058

Good morning. Thanks for your response.

First, FYI we have a separate case open (85911) with Tommie Ball. As of yesterday afternoon - Tom advised that he would forward the details we have shared. This includes log files - error and transactions for Monday's service in which we had a failure (freezing) that requires us to shutdown and restart Proclaim.

Richard Livingston

https://community.logos.com/discussion/comment/629058#Comment_629058

The drivers will be checked by a computer consultant today. We will also try the hardware acceleration deactivation.

the Freeze condition occurs when we are on air. It is random and can rarely be reproduced. The problem occurs on videos and songs with moving backgrounds. Freezing means that the application stops working - the screens still show the last image. All controls on the Proclaim desktop are inactive. You can not close the Proclaim window by clicking the "X". No messages are presented by Windows or Proclaim. Use of the Task Manager is needed to remove the Proclaim app and service. Restarting Proclaim almost always restores normality and usually you can finish the service, even displaying the video that failed..

The most recent incident occurred on Monday evenings - the logs are in the care of Tommy Ball - I will send them if you need them.

We run Proclaim to front and rear projectors that are fed by a Kramer VP-724DS Seamless Switch / Scaler. We have not noticed Proclaim crashing when not on AIR. We have not tried disconnecting the projector. However, the problem is so random - tests can be misleading.

The crash does not appear to occur offline. I ran a test for several hours with the internet cable unplugged without a crash.

Thanks,

Rich Livingston

Richard Livingston

https://community.logos.com/discussion/comment/629058#Comment_629058

All of the CPU drivers have been updated. I did not realize that this HP has 12 GB of RAM, 2 GB Video Ram, and a 120 GB solid state Disk.

The projectors and video switcher drivers will be checked when we can get a technician scheduled - do not have a time as yet.

We are currently running a 'looped' presentation continually to test the equipment - the loop should run until 6:55 PM. The loop includes videos.

An additional question is - does the program need to access the online server during a presentation? Could an internet glitch hold up the presentation?

Scott Alexander

https://community.logos.com/discussion/comment/630788#Comment_630788

An additional question is - does the program need to access the online server during a presentation? Could an internet glitch hold up the presentation?

The application will talk to our servers throughout an on air session. This is how we support things like signals and remote control. Technically, yes, a bug in the app could cause issues with lack of internet connectivity. However, this should not be the case and we've done a lot of testing around this area recently. What you're describing really sounds like a video driver issue. Looking forward to hearing the results from your test and thanks for your patience as we work towards a solution.

Richard Livingston

https://community.logos.com/discussion/comment/630789#Comment_630789

Our test this afternoon ended in an error where a file in appdata became unavailable. I don't have the path or details yet.

This is not the pattern of the "freezing" scenario.

My computer guy suggests we re install Proclaim. Do the periodic updates replace all of the software.

Do you see any problems with us re installing the application?

Richard Livingston

Scott Alexander

https://community.logos.com/discussion/comment/630822#Comment_630822

Our test this afternoon ended in an error where a file in appdata became unavailable. I don't have the path or details yet.

Interesting, I've not heard of such an error. Would love to see the Proclaim.log file from this session.

My computer guy suggests we re install Proclaim. Do the periodic updates replace all of the software.

The periodic updates replace all the application code but your personal data is preserved. If you really want to start from scratch you have to uninstall the application using Control Panel and manually delete the user data located in the Proclaim folder here %LOCALAPPDATA%\Proclaim

Do you see any problems with us re installing the application?

No problem.

Richard Livingston

https://community.logos.com/discussion/comment/630931#Comment_630931

Attached are logs from a crash yesterday at apparently 4:36pm. -

The software was in a loop started earlier in the morning.

I can not attach the log files.

How should the file attachment work? Should I paste the text into the message?

Richard Livingston

https://community.logos.com/discussion/comment/631081#Comment_631081

Easy there an email address that I could you for submitting log files?

Richard Livingston