sync issues

I have 3 computers where I work with proclaim. First one is at home where I produce all the presentations, and 2 laptops because I have been having syncing issues as backup and these are the ones that I use at church.

On good Friday I had 2 mp3 files that no matter what I did, would not play on one the laptops, so I ended up playing the mp3 files manually.

On Easter Sunday, I had 2 videos and would only play in one laptop and not the second. I had the yellow triangle and I was able to sync them manually. Then I had Easter song slides backgrounds that I downloaded from the proclaim slide library that would not sync at all on the laptops. On the laptop, I had to manually download the slide from the library for them to work.

I understand that the videos could be a driver issue on one of the laptops, but the mp3 files? This is not a driver issue. The slides not uploading from the library, it is not a internet issue because proclaim was showing that it was fully synchronized.

Thanks.

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Scott Alexander

Hello Jose, sorry to hear about the issues you're experiencing. Hopefully I can help you find a solution quickly.

On good Friday I had 2 mp3 files that no matter what I did, would not play on one the laptops, so I ended up playing the mp3 files manually.

It would help to see the log file from the laptop that would not play the synced MP3 files. I assume there were no related error messages in the application? Here are instructions for how to retrieve the logs from the laptop and attach to this thread - http://support.proclaimonline.com/hc/en-us/articles/203763785-How-do-I-submit-log-files-

Scott Alexander

On Easter Sunday, I had 2 videos and would only play in one laptop and not the second. I had the yellow triangle and I was able to sync them manually. Then I had Easter song slides backgrounds that I downloaded from the proclaim slide library that would not sync at all on the laptops. On the laptop, I had to manually download the slide from the library for them to work.

Logs from the laptop that showed the yellow triangle on the sync icon will also help.

Jose Garreton

https://community.logos.com/discussion/comment/813012#Comment_813012

Hello Scott,

attached is the log file from the laptop that would not:

1. synchronize the slides from the Easter background music song library unless I reloaded each slides manually.

2. I had problems projecting the children's creation video. I would show on the main screen but not on the projection screen.

I will send you the log file from the second laptop that would not synchronize the mp3 files tomorrow

4035.Proclaim Logs.zip

Scott Alexander

https://community.logos.com/discussion/comment/813073#Comment_813073

1. synchronize the slides from the Easter background music song library unless I reloaded each slides manually.

I see log statements for failed media downloads, here is an example below

The issue appears to be DNS resolution for the Amazon servers hosting the files

System.Net.WebException: The remote name could not be resolved: 's3.amazonaws.com'

You mention you were able to add the slides "manually", how did you do this? Did you use the Media Browser to change/reselect the background? If so then you were eventually able to connect with Amazon's servers and download the content. The same result can be achieved by clicking the sync icon in the upper right of the main window. When content some of the content in the presentation fails to download we show a warning triangle overlaid on the sync icon. Clicking it will retry the download. http://support.proclaimonline.com/hc/en-us/articles/203763825-How-do-I-know-if-my-presentation-is-completely-synced-

2. I had problems projecting the children's creation video. I would show on the main screen but not on the projection screen.

Was this video in the same presentation? I haven't heard of a video playing in preview but not in the slides output. What's the name of the presentation? I'd like to take a look.

Jose Garreton

https://community.logos.com/discussion/comment/813118#Comment_813118

hello Scott,

You are correct, although I did press the Sync button several times and it did tell me that all contents were up to date. All the Easter backgrounds were blank with a checkboard background. Once I manually reloaded the background using the media browser and selecting the same background only then the song synchronized. However, I had to do this for every song that had the background.

I did have the yellow triangle on the two videos at the beginning, The first was the Easter video from the media browser and the second was the creation video, however these got synchronized on their own.

The creation video, I will have to recreate tomorrow when I am at church and send you the log file.

You mentioned DNS resolution, I don't use DNS servers in any of my computers.

Jose Garreton

https://community.logos.com/discussion/comment/813133#Comment_813133

Hello Scott,

I am sending the log file from the church computer that is suppose do the projection. You will find that the video Bible Story Series_ Genesis The Creation of World does not show at all although it is fully synchronized.

This could be a driver issue. With this computer I had a problem playing the mp3 files for Good Friday.

4540.Proclaim Logs.zip

Scott Alexander

https://community.logos.com/discussion/comment/813329#Comment_813329

I am sending the log file from the church computer that is suppose do the projection. You will find that the video Bible Story Series_ Genesis The Creation of World does not show at all although it is fully synchronized.

I see an error in your log related to finding media file - C:/Users/Bertrand%20Lee/AppData/Local/Proclaim/MediaCache/dd03423c-14fc-4968-abe9-3224cdc243d7.mp4 Can you confirm that this file exist? If so, are you able to open and play it directly using Windows Media Player?

Jose Garreton

https://community.logos.com/discussion/comment/813332#Comment_813332

The file is there but I can't seem to open with media player, I am getting an error "Can't play This item is in a format we con't support 0xc00d36b4" this computer was updated to windows 10 recently.

Jose Garreton

https://community.logos.com/discussion/comment/813333#Comment_813333

Hello Scott

I have identified the driver problem and it is working fine now.

Thanks for the help

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