Possible proclaim crash

We've either had a problem with Proclaim crashing or it being an issue with our computer. I've attached the log files. We think 9/3/16 5:22PM shows the crash. Would you be able to help us cipher this?

In both cases of our latest crashes, we've been using an image slideshow in the presentations.

2148.Proclaim Logs.zip

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Comments

Scott Alexander

Hello Jenny, sorry for the troubles and thanks for posting the logs! I see the crash is related to Proclaim running out of memory. This could be a video driver issue or something in the application itself. I'll take a closer look at the specific presentation that crashed and see if I can reproduce the issue on Tuesday. In the meantime please make sure your system is up to date with Windows Update. Will let you know what I find.

Peter June

https://community.logos.com/discussion/comment/847376#Comment_847376

Hi Jenny, I wanted to give you an update on this. We've been investigating the out of memory exception that you're experiencing and have successfully reproduced it. While we work on a fix, it would be helpful if we could get some system data from you. Could you please post your dxdiag to this thread by following these instructions?

Jenny Johnson

https://community.logos.com/discussion/comment/848320#Comment_848320

Thanks for your help.

5381.DxDiag.txt

Peter June

https://community.logos.com/discussion/comment/848325#Comment_848325

Thanks for the info! Can you confirm the dxdiag you sent was from the machine that crashed running your presentation? It's interesting that you're running on a 64-bit system -- we've so far only been successful reproducing the crash on 32-bit systems.

Jenny Johnson

https://community.logos.com/discussion/comment/848381#Comment_848381

Yep, it's from the machine that crashed.

Scott Alexander

https://community.logos.com/discussion/comment/848410#Comment_848410

Hello Jenny, it will help us diagnose further if you can confirm y ou're running the 64 bit version of Proclaim on the machine that's crashing.

Start Proclaim
Right click on Windows taskbar and select Task Manager
Select Details tab in task manager and scroll to find Proclaime.exe (Proclaim has to be running)
Check the Platform column and verify the Proclaim.exe row is 64 bit

Jenny Johnson

https://community.logos.com/discussion/comment/848572#Comment_848572

I've been unable to follow the instructions and see a Platform column. But I did confirm we're running 64 bit OS. We can uninstall and reinstall in 64 bit if that's the recommendation. However, we also updated the video card drivers and haven't had a problem since. Perhaps that was the issue.

Peter June

https://community.logos.com/discussion/comment/856596#Comment_856596

We shipped an update that should have fixed this out of memory issue. Good to know Proclaim is running normally now!