Problem Loading Hymns for presentation in Proclaim 1.32

Observed problem in loading hymns in Proclaim 1.32 (1.32.0.1097). Presentations are built on different PC that is used in sanctuary for our service presentation. When I built the First Service presentation for last Sunday, I received a notice and downloaded and installed Proclaim 1.32 on my PC. When I opened Proclaim on the sanctuary PC for service on Sunday, I got the same prompt and installed the new Proclaim on that PC as well. I opened the First Service presentation and the pre-service loop ran fine as well as the first half dozen slides in the service. When I launched the first hymn, the screen just displayed a gray crosshatch screen. When I looked at the PC display, it was showing the gray crosshatch with spinning circle that appears when content is loading--however, the presentation had been open for over half an hour. I closed Proclaim and restarted, and it properly loaded all content with little delay. When First Service was complete, I loaded the Second Service presentation and observed the same problem with the first hymn in that presentation. Again, closing Proclaim and restarting solved the problems. '

In the evening, I started Proclaim on my PC, and it properly loaded all content in the First Service presentation--the last opened presentation on my PC. However, when I loaded the Second Service presentation, I observed the same behavior as observed at church--the first hymn did not load and displayed the gray crosshatch with spinning circle.

Subsequent loads of various presentations demonstrated no further problems. It appears that the problem may occur with new background content on the PC running Proclaim.

I believe that our Sanctuary PC is running Windows 8.1. My PC is running Windows 10 Version 1511 Build 10586.218

Log file zip from my PC is attached Zip file was created shortly after the problem was observed in Second Service's first hymn on my PC last night.

Proclaim Logs.zip

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Bill Waller

First paragraph should say that "presentations are built on different PC's than the one used for presentation in the sanctuary"... Sorry for the typo...

Scott Alexander

https://community.logos.com/discussion/comment/820494#Comment_820494

Thanks for the logs Bill, we'll investigate this further tomorrow

Peter June

Hi, Bill. Thanks for the detailed report, it's very helpful.

I've tried to reproduce this issue by signing into your account on several different versions of Windows (7, 8.1, and 10). I didn't experience the same issue that you described. I believe I have witnessed it on another occasion, but was unable to reproduce it. Signing out of Proclaim, then signing back in (or closing/re-opening the program) also worked for me.

Your log files did not reveal anything -- all the errors were within normal parameters. I did some digging into error reports from your group, and found two things: a few months ago you had an out-of-memory exception on a PC at church. There are no recent errors from your group to indicate that this occurred subsequently, but it might be an indication that there are other forces at play.

The second, and more significant, error that I encountered in your group's data is a message that indicates that a media item didn't open. Again, there's nothing in the last two weeks so it wouldn't explain Sunday's issue, but it leads me to believe that your graphics card might be stressed. The machine on which this error occurs has an Intel HD onboard graphics card, which has known issues loading and playing videos in Proclaim. Your issue with content not loading on a slide is not one of these known issues, but could be linked.

[quote]It appears that the problem may occur with new background content on the PC running Proclaim.

Could you please clarify this? My interpretation is that you're saying that if other applications are using processing power while Proclaim loads a presentation it may potentially cause this.

I'd say that most of this evidence points to the issue being local to your church machine since I'm unable to reproduce it by loading those (or other) presentations from your group. This isn't the final word, as the cause of this issue isn't definitively known, but I'd say in the meantime whoever is operating the slides at church should double-check before the service that all slides have loaded properly, then go on air.

Bill Waller

https://community.logos.com/discussion/comment/820691#Comment_820691

OK... We to my knowledge have not had any problems loading slides on the sanctuary PC or any other PC before this past Sunday morning. I developed the First Service presentation by cloning (duplicating) an early version of the Second Service presentation. Another member sets up preservice loop, bible reading, and sermon bullet point slides in Second Service, then I clone, re-name to First Service and add the Call to Worship, hymns, etc for our First Service which is the traditional service. This all worked fine, but the first hymn was Morning Has Broken--I used this from a previous First Service Presentation that was about a year old. When I selected it, it took a few seconds to load, but not an abnormal time. The background graphics for this hymn was a sunrise; this is different than our normal background that is used on 90% of our First Service hymns, and not used for several months, so if cached on the individual PC's it would have expired..

The setup worked normally on my PC. After I cloned the Second Service presentation to create the First Service Presentation, a third member setup the hymns in Second Service.

On Sunday morning, I booted up the sanctuary PC, and when I launched Proclaim, it announced the update was available, so I did the upgrade. When I launched Proclaim after the upgrade, and it came up with the previous Sunday's Second Service presentation, and loaded all of its slides... I then opened this week's First Service and it loaded--the thumbnails came up with the gray cross hatch and quickly replaced them with a thumbnail of the content. Everything worked well, until I tried to advance to the First Hymn, Morning Has Broken. It displayed just the cross hatched slide, and the spinning circle. (It was off screen on initial load and run of pre-service loop and I did not notice its "pending" status.) I clicked it a couple of times to get it to update, but it did not change. The congregation turned to stare at me because the hymn was not on the screen. I closed Proclaim restarted and the hymn and background were loaded, but too late for the hymn which was basically an organ solo. Everything loaded and rest of service was uneventful.

The only unique thing about the slide that "uhung" was the background which had not been used for over a year. The hymn lyrics displayed in the text box on the left, but the display was gray, with spinning circle, and no visible text.

After First Service was complete, I loaded the Second Service, and I checked the slides. I found that the first hymn in it was also in the same hung up load state (text shown on PC screen, but preview screen gray cross hatch with spinning circle). After waiting a few minutes for the load to complete, exiting Proclaim and restarting fixed the problem. The background on this slide was a spring-like tulip setting--I had not seen it used before.

Sunday evening, I brought up Proclaim on my PC. It loaded the First Service presentation--the last opened on my PC, and all slides were good. When I opened the Second Service presentation, the first hymn with the tulip background hung up just as it did on the sanctuary PC earlier in the day. The problem seemed to be with a slide background that had not been recently used on the PC running Proclaim.

The only application running on the church sanctuary PC was Proclaim, and the problem appeared to be exactly the same on my PC, so it seemed to be related to Proclaim rather than PC hardware, OS or environment. The problem seemed to be loading new background content in a presentation that was opened after Proclaim was running with another presentation.

Perhaps a network timing issue between your host and the PC??? Both networks were running fine--download of Proclaim update was quick and without problems. After restarting Proclaim the content updated quickly. Seems like new content in a presentation loaded after Proclaim is already running that involves new background content may be skipped and not refreshed if not available in local cache?

Bill

Peter June

https://community.logos.com/discussion/comment/820702#Comment_820702

Hi, Bill, and thanks again for the detailed report. We've had another user report something similar happening to them, and we're actively investigating both of these issues. I'll update you with more details as we progress. Right now, we're suspicious of anti-virus software or a firewall interfering with some of the media being downloaded into Proclaim. If you continue to experience this, please try disabling both of those on that machine and see if the problem is fixed.

If you could provide us with a screenshot of the slides that aren't loading properly that would be helpful as well.

We seem to have ruled out an out-of-memory exception here, so the next step is investigating network issues. Please let me know the results of disabling third-party software (if there is any) and we can proceed from there. During this time we'll still be investigating to make sure there's not a bug. Sorry for the inconvenience this caused you in your Service, we hope to ensure it doesn't happen again.

Bill Waller

https://community.logos.com/discussion/comment/821111#Comment_821111

Hmm... Bummer... Did a reply and supplied 4 screen shots, but did preview that showed that apparently only one screen shot per reply is possible???? Then lost everything..... So let me try again, sending only one file per reply...

The problem does not always occur even on very old presentations. I found a couple that did have the problem and did screen shots tonight.

When the problem occurs, waiting for 10 minutes does not allow the slide to update and present normally. The spinning circle just stays there... The refresh button says "All Items are up to date" and clicking it causes it to spin, but does not affect slide. Clicking on slide, or opening background does not cause it to update. Trying to re-open the presentation does nothing. Closing Proclaim and re-starting fixes problem.

The first snapshot "Proclaim_Before.jpg" shows our November 29, 2015 Second Service presentation with the third slide in the pre-service loop "hung". This slide presented a different behavior than others that I had seen--the background in the preview on the right has a black background--all other instances showed a crosshatched gray screen with spinning circle...

Proclaim_Before.JPG

Bill Waller

https://community.logos.com/discussion/comment/821111#Comment_821111

OK. File "Proclaim_After.jpg" shows slide that was hung after Proclaim was closed and re-started. Displays normally...

Proclaim_After.JPG

Bill Waller

https://community.logos.com/discussion/comment/821111#Comment_821111

OK.. The file "Proclaim_Before2.jpg" shows an error like those observed on last Sunday. In the presentation "Dec 7. 2014 Second Service", the hymn "Overwhelmed" shows the crosshatched gray screen with spinning circle. Again, I waited several minutes for it to update with no change. Refresh button in upper right said "all items are up to date" and clicking it caused it to spin for a second or two, but no change in slide. The previous hymn "God Bless Ye Merry Gentlemen" took about 15 seconds to update, but did update and display correctly. Note that text of hymn is shown on left side, but no background and only one slide at bottom of screen.

Proclaim_Before2.JPG

Bill Waller

https://community.logos.com/discussion/comment/821111#Comment_821111

The file "Proclaim_After2.jpg" shows the slide in previous post--hymn "Overwhelmed" after Proclaim was closed and re-started. Normal display and refresh took just a couple of seconds after proclaim opened.

Proclaim_After2.JPG

Bill Waller

https://community.logos.com/discussion/comment/821111#Comment_821111

The attached file here shows the error message that pops up every time that I submit a file. The file and reply get uploaded, but the message would indicate otherwise.

Proclaim_Forum_File_Attach_Error_Msg.JPG

Bill Waller

https://community.logos.com/discussion/comment/821111#Comment_821111

I do not have time to disable my antivirus, other background applications. I observed problem on two PC's last Sunday--different OS, different HW, different Virus protection software. Church PC has 40Mbps internet, and the Proclaim update loaded quickly with no problem. Home PC has 10Mbps internet, and I've had no other problems. Same problem observed on same hymn slide in second service presentation--strong evidence to me that problem is in Proclaim.

Bill Waller

https://community.logos.com/discussion/comment/821111#Comment_821111

Before you ask... One tab on Firefox with error on file upload to your forum, shows an error in tab. The tab is for weather software that does constant refresh for current conditions. When I sleep my PC, the weather asks for an update before WiFi recovers from sleep. Get the error message, and retry always works--error does not reoccur until I sleep again..

Bill Waller

https://community.logos.com/discussion/comment/821111#Comment_821111

Haven't hear from you recently. Hopefully the screen shots helped.

I ran the PC again last Sunday, and we had just a single service. I checked the presentation after loading, and all slides updated normally and there were no problems.

Peter June

https://community.logos.com/discussion/comment/822150#Comment_822150

Hi, Bill. As I mentioned earlier, we had another similar report recently, but nothing since then. It sounds like the issue has at least temporarily resolved itself. If it occurs again for you, please try disabling your anti-virus software/firewall to see if that resolves it. Our thoughts at this point are that another program is interfering with Proclaim's ability to download media items in rare cases. Let me know if you experience this hang again, and if disabling the third-party software affects it. If it doesn't, we'll investigate further.

Bill Waller

https://community.logos.com/discussion/comment/822157#Comment_822157

I am very hesitant to disable firewall and virus protection because there is so much malware. Firewall log shows continual attempts to access my PC from the internet.

From my perspective, it seems like a problem with Proclaim and/or its cloud service. The same problem happened on sanctuary and my PC on the second service presentation on May 8th. Both had the same slide display the problem when the presentation was first accessed. If there was some problem local to the PC, it seems highly unlikely that with two different PC's with different hardware, OS and virus protection software it would do exactly the same thing.

Perhaps it was transient and has been resolved. We will monitor and report any further problems.

Bill

Peter June

https://community.logos.com/discussion/comment/822168#Comment_822168

Thanks, Bill, and as always, we really appreciate all the detail of your report. If this crops up again don't hesitate to drop us a line.