Videos Quit Working Mid Service

We've had a problem several times in the last couple of weeks. Videos will play fine at first but will quit working after Proclaim has been on for a while. To fix it I have to go off air, shut Proclaim down and then pull up the Task Manager and stop the Proclaim process. When we go back on air it works again for a while.

Today it was working then a video froze in mid service. I switched to the back up computer and it worked for a while, but then another video froze. The error log file is from our main computer the back up computer didn't produce an error file.

8004.ProclaimError.log

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Hello again, Stephen. Could you please post your logs following these instructions? We're looking specifically for the proclaim.log and ####proclaim.log files. Saving your logs through the app should work as well.

https://community.logos.com/discussion/comment/797126#Comment_797126

5672.635886177598334061_Proclaim.log

7382.635886134721121624_Proclaim.log

08732.Proclaim.log

Hope these are what you need

https://community.logos.com/discussion/comment/797128#Comment_797128

Thanks for the logs, Stephen. It doesn't look from your log files as if anything unusual is happening with Proclaim. I think this is most likely related to your video card. Wyatt will follow up tomorrow with you and we'll see what we can do.

https://community.logos.com/discussion/comment/797141#Comment_797141

OK, I haven't heard from Wyatt yet, but this is the video card we have in the computer:

http://www.geforce.com/hardware/desktop-gpus/geforce-gt-730

Are there some settings that we can change that might keep this from happening?

Scott Alexander

https://community.logos.com/discussion/comment/797512#Comment_797512

Hello Steven,

Please submit your DirectX diagnostics log by following these steps. This will help us diagnose further. Thanks!

https://community.logos.com/discussion/comment/797516#Comment_797516

3872.DxDiag.txt

https://community.logos.com/discussion/comment/797516#Comment_797516

Hi Scott,

We are also experiencing very similar (if not identical) issues as Steven Stoops is reporting. I will gather the files (at rehearsal on Wed) that have been requested from Steven and send to you either Wed evening or Thu. When our videos stopped working, we also had to go into task manager and end Proclaim - and we noticed that Proclaim had sucked up all the available RAM memory. Over the past months, Proclaim has performed well with videos, but this past week, it completely died on us (note: Jan 10: 0 videos used; Jan 3: 1 video used - no problems; Dec 27: 2 videos, no problems). In our service, we had to completely abandon one video. When we shut Proclaim down, and started it back up, it seemed we could get one video to run and then it just starting eating up memory, performance started to lag, and no other videos could be run.

Gale

https://community.logos.com/discussion/comment/797604#Comment_797604

Attached are files from our computer...please let me know if you need anything else...Gale

8168.Proclaim Logs.zip

8168.DxDiag.txt

Scott Alexander

https://community.logos.com/discussion/comment/797520#Comment_797520

3872.DxDiag.txt

Thanks for posting. This card looks plenty powerful. Are there any updates available? The issue you're describing sounds like a bad video driver.

Scott Alexander

https://community.logos.com/discussion/comment/797760#Comment_797760

Attached are files from our computer...please let me know if you need anything else...Gale

8168.Proclaim Logs.zip

8168.DxDiag.txt

Gale, your card only has 100 MB of dedicated memory. Proclaim does better with more dedicated video memory, ideally 1 GB or more. You could try running fewer applications at the same time but the memory usage issue you describe also sounds like a memory leak in the video card. Are there any updates available on your system?

https://community.logos.com/discussion/comment/797777#Comment_797777

Basically, the only software running on this computer is Proclaim, so running fewer applications does not solve the problem. For my reference purposes, where in the logs does it indicate that the graphics card has only 100 MB of dedicated memory? I will check for updates on the system - am I looking specifically for video driver updates, or updates in general?

https://community.logos.com/discussion/comment/797516#Comment_797516

Happened again this morning. I updated every driver that was out of date including the one for the video card. Here are all the log files, maybe there is something there this time

5153.635892185955097383_Proclaim.log

7317.635892206373894213_Proclaim.log

5165.635892202502443837_Proclaim.log

5340.635892208811911072_Proclaim.log

676578.Proclaim.log

3515.ProclaimError.log

Scott Alexander

https://community.logos.com/discussion/comment/798632#Comment_798632

Sorry to hear this Steven. We'll spend some time with your presentation on Monday and try to see if we can reproduce the issue.

https://community.logos.com/discussion/comment/798641#Comment_798641

It's really weird, it happens in the first service but works flawlessly in the second. Thank you!

https://community.logos.com/discussion/comment/798649#Comment_798649

Hi, Steven. I had your presentations running on air for several hours this morning (on two machines) and was unable to reproduce the issue where the videos stop playing. If this isn't a video card issue, it could be a memory problem. Next time this happens could you please take a screenshot of task manager in Windows to see how much memory Proclaim is using? That would help us explore viable alternative explanations for why your videos aren't working.

In the meantime, sorry for the trouble.

https://community.logos.com/discussion/comment/798895#Comment_798895

It happened again this morning during praise team rehearsal but I wasn't looking at the computer at the time. I didn't get a chance to get a screenshot, but I looked at it and the CPU usage was up to 82% with only Proclaim and the task manager running. The memory was at about 4 GB of usage of the 32 the computer has. Of course the memory usage may have been higher right before I noticed

https://community.logos.com/discussion/comment/800206#Comment_800206

We are seeing issues where we are unable to play videos yesterday or today. I've attached our logs.

1452.Proclaim Logs.zip

Glenn Gervais (Faithlife)

https://community.logos.com/discussion/comment/800206#Comment_800206

Thanks Steven -

Looking over your diagnostics and previous logs, it looks like you have a 64-bit computer, but based on Proclaim crashing at 4GB (max for 32 bit applications) I'm wondering if you are running the 32-bit version of Proclaim.

I will follow up with the other developers on Monday to find out how to determine this as I am not certain how that determination works on Windows 7.

Glenn

https://community.logos.com/discussion/comment/798895#Comment_798895

Again for the second time this morning . . . .here's what the resources looked like . . . 0%?????

Glenn Gervais (Faithlife)

https://community.logos.com/discussion/comment/800207#Comment_800207

Jeff-

Are you able to play videos (motion backgrounds) from the Media Browser or just having troubles with your own videos?

Make sure your windows system is up to date with any updates and that your video drivers are fully updated too.

Glenn

Glenn Gervais (Faithlife)

https://community.logos.com/discussion/comment/800209#Comment_800209

Steven-

When you switch to the Processes tab, how much memory is the Proclaim process using?

https://community.logos.com/discussion/comment/800210#Comment_800210

All is up to date. We typically only use our own videos

https://community.logos.com/discussion/comment/800211#Comment_800211

Currently 460,000K I didn't catch it as it just stopped again . . . I put up a video background from the media browser and it stopped . . . . I don't see a choice for a 64-bit version of Proclaim. I wasn't the one who set up Proclaim on this computer as it arrived after we purchased it while I was on vacation

Glenn Gervais (Faithlife)

https://community.logos.com/discussion/comment/800214#Comment_800214

It (our installer) should select the 64 bit or 32 bit install automatically (but Windows is not my expertise area).

460,000K is in the normal operating range, thanks for all this extra information and patience.

https://community.logos.com/discussion/comment/800217#Comment_800217

Now it quit again, it bumped up to 800,000K and stopped, this is really getting annoying

https://community.logos.com/discussion/comment/800235#Comment_800235

800,000K shouldn't be an issue, but I resized the main screen and that caused the video to quit playing, perhaps it is related to that

2548.635898237703575926_Proclaim.log

7824.635898249134393906_Proclaim.log

8802.635898328657450496_Proclaim.log

44462.cef.log 4113.635898329885770577_Proclaim.log

5672.Proclaim.log

0882.ProclaimError.log

8308.ProclaimError-2.log

https://community.logos.com/discussion/comment/800247#Comment_800247

We are having the same issue. We replaced the video card, then the entire computer. Still happening. It does fine up until about 10:45 am, then all moving backgrounds stop working and videos will not play either. It has happened about 5 weeks in a row, if not more. We have updated every driver and all software. We run no other programs. We thought possible spotify being paused was an issue. Nope. All moving backgrounds work fine during practice at 930 am. I even tried restarting the computer right before service since everything will be fine, then once it had been running for a while. all motion stops. Could it be that Proclaim gets overloaded at a certain time? We have even switched to a wifi network that is locked and that no one can access but us so we know our internet isn't getting bogged down during service. What time is everyone having these issues?

https://community.logos.com/discussion/comment/800270#Comment_800270

One thing that can sometimes resolve performance issues is to disable hardware acceleration. You can find all of the information you need to disable hardware acceleration in this post.

I'll run some on air presentations this Sunday to see if I can reproduce anything similar. In the meantime, please let me know how disabling hardware acceleration works.

https://community.logos.com/discussion/comment/800455#Comment_800455

disabled hardware acceleration a long time ago

https://community.logos.com/discussion/comment/800456#Comment_800456

Have you tried the experimental video player yet? It's possible that would alleviate some of these problems also.

https://community.logos.com/discussion/comment/800458#Comment_800458

Yes we did, it made things choppy

https://community.logos.com/discussion/comment/800458#Comment_800458

I may have located the common denominator, the videos quit if I make a change to the presentation while on air. I added a blank to one of the music slides during worship practice and it quit. So I tried several other changes and found that changes on the fly are causing it. Only problem is that it only quits most of the times, not every time

https://community.logos.com/discussion/comment/801750#Comment_801750

It happens when the song background is from the Pro Media. Not with our uploaded backgrounds

https://community.logos.com/discussion/comment/801752#Comment_801752

But once it happens no motion backgrounds work

https://community.logos.com/discussion/comment/801753#Comment_801753

Interesting Steven. We will do some testing with this scenario. It doesn't sound crazy, sounds like you might have found something!

Jordan

https://community.logos.com/discussion/comment/801761#Comment_801761

It looks like the most recent update solved our video freezing issue!!!

https://community.logos.com/discussion/comment/804756#Comment_804756

Yes! Glad to hear it

https://community.logos.com/discussion/comment/804756#Comment_804756

Steven, what version are you on? We have had this same exact issue the past two weeks. The videos just freeze, and it seems intermittently. Our PC has worked fine for a long time. Proclaim got an update, and things just stopped working. I'll check to make sure I'm on the same version as you, and maybe it is fixed....if not I'll post logs.

https://community.logos.com/discussion/comment/805874#Comment_805874

Currently we are version 1.31.0.0884 on a Windows 7 Pro 64bit OS. This update came down on Thursday or Friday (Feb 18 or 19) if I recall correctly. Our problem went away with this update. Proclaim worked flawlessly last Sunday and (I hope, since I couldn't be there) last night for Wednesday night Bible study.

Our problem had been going on before the update to 1.31.0.0884 for about a month and a half.

https://community.logos.com/discussion/comment/805951#Comment_805951

Hmmmmmm, I thought this was resolved. Yesterday whenever I tried to edit anything while on air the videos would freeze. All I had to do was click edit and they would stop. These were all videos I created and uploaded.

https://community.logos.com/discussion/comment/806857#Comment_806857

OK here are the logs from the other machine that it quit on today5857.Proclaim Logs.zip

No problem on my Windows 7 Home laptop, but they freeze as soon as I click edit on both of the Windows 7 Pro computers.

Scott Alexander

https://community.logos.com/discussion/comment/807437#Comment_807437

Unfortunately we don't get any useful log statements with video driver/playback issues. More information here https://faithlife.com/comments/504266

https://community.logos.com/discussion/comment/797802#Comment_797802

We still continue to have intermittent issues with videos not working as expected. We were able to replicate the issue (similar scenarios to other blog posts) after our service this morning. During our preservice time, we had a video loop running locally (due to size of video). I noticed that there was not a countdown clock on the screen. We edited the video - clicked the box next to 'show a countdown clock' - but forgot to take the presentation 'off air'; immediately the video stopped running and all other videos stopped working as well. And Proclaim started to get a bit sluggish.

The attached files are logs that were secured after we the videos stopped working. Note: even after we exited Proclaim, we still needed to end the process in Task Manager - which was well exceeding the normal memory usage.

6281.DxDiag 160313.txt

[View:https://community.logos.com/cfs-file.ashx/__key/CommunityServer.Discussions.Components.Files/94/8726.Proclaim-Logs-160313.zip]

https://community.logos.com/discussion/comment/810004#Comment_810004

Is anyone still looking into the issue?

https://community.logos.com/discussion/comment/811074#Comment_811074

I've more or less resigned myself to the fact that I won't be able to make changes on the fly once service has started. It only happens when I try to edit songs that have motion videos that we created & uploaded and only when I try to edit the lyrics, for instance, while the video is playing. Any time I make changes when one of these videos is NOT currently playing there isn't a problem. I've tried using mp4, wmv but still the problem. Our system isn't exactly top end, but it is not low end either.

I've also tried these on 2 different computers. One an Acer with a core i5-3330 and integrated Intel HD graphics, the other this laptop (my personal) a core i7 sandybridge and integrated Intel HD graphics. It freezes on the Acer, but not on this laptop . . . the laptop has an issue that there is a delay on the audio, something we were never able figure out either

https://community.logos.com/discussion/comment/811092#Comment_811092

Gale, we're still looking into this (you can find the most recent report here). As I mentioned in the other thread, this issue seems to be confined to Windows 7. More recent versions of Windows have significantly improved media player interaction with apps, and also tend to get more attention from Microsoft personnel when current issues like this one arise.

Although upgrading to Windows 10 will probably solve this problem, I can assure you that we're still actively trying to get this fixed on Windows 7.

https://community.logos.com/discussion/comment/811124#Comment_811124

The memory usage in the screenshot you provided (700 MB) is within Proclaim's normal operating range. Memory usage over 1 GB is pushing the upper bound of what we expect, but anything below that limit is considered within normal limits.

RachelLakepoint

https://community.logos.com/discussion/comment/811184#Comment_811184

We just had this same issue this morning too. Everything worked great...slides/videos/etc during our practice run through earlier this morning. Then all of a sudden the videos stopped working. Noticed it first on the countdown...it wouldn't even launch. Then we had a video at the end of service and same thing...wouldn't play. It acted almost as if the directory we loaded if from change. I re-added the video again and still nothing. I closed out proclaim quickly as possible and then double-clicked on the icon to get back in and it wouldn't even sign in. This is the first time we have experienced this. I assumed it was due to the most recent update. Any insights are appreciated.

https://community.logos.com/discussion/comment/811565#Comment_811565

I have found after this issue takes place the fastest way back to Proclaim is to open the task manager, click on the processes tab, scroll down to Proclaim and click it and then click End Process a pop up asks "Do you want to end Proclaim.exe?" click End Process again. You will be able to load Proclaim immediately afterward

Scott Alexander

https://community.logos.com/discussion/comment/811565#Comment_811565

own...it wouldn't even launch. Then we had a video at the end of service and same thing...wouldn't play. It acted almost as if the directory we loaded if from change. I re-added the video again and still nothing. I closed out proclaim quickly as possible and then double-clicked on the icon to get back in and it wouldn't even sign in. This is the first time we have experienced this. I assumed it was due to the most recent update. Any insights are appreciated.

Sorry to hear this Rachel. If you could please submit your log files we can take a closer look -- http://support.proclaimonline.com/hc/en-us/articles/203763785-How-do-I-submit-log-files-

I closed out proclaim quickly as possible and then double-clicked on the icon to get back in and it wouldn't even sign in.

Were you able to get Proclaim started again?

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