Blank slides on Proclaim Remote?

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This post has 11 Replies | 2 Followers

Posts 25
Rev. Lawrence Becker | Forum Activity | Posted: Wed, Oct 9 2019 10:19 PM

I’ve seen this issue occasionally before, but I thought it was distance from the router that was causing a delay, and that when I switched to local mode it would go away... But today I was setting up a new iPad Pro to use local mode, standing next to the router, and I was still getting blank slides on the remote, and it would show slide change error messages as well. When I touched the blank spots, the slide image would appear on the remote and it would change - usually, but not always. Sometimes I would get the slide change error. I tried closing the app and it made no difference. 
Last Sunday I was having these issues on my old iPad, and I gave up using it by the Last half of the service. my iPad was saying that it wanted to do an update, so I let it finish the update, and it seemed to change ok.

Are you still having issues with Remote? 

is it helpful to turn off WiFi and turn it back on again to have a new connection? Or shut it down and restart it? 

if not, are there things in my church’s WiFi setup that could be causing this? 

Thanks for your help!

Posts 166
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Matt Mattox (Faithlife) | Forum Activity | Replied: Thu, Oct 10 2019 4:22 PM

Hey Rev. Lawrence,

We haven't seen any issues on our side. Can we try restarting it? It is possible, but it is hard to fully tell. What router and Wifi setup are you using? 

Posts 25
Rev. Lawrence Becker | Forum Activity | Replied: Fri, Oct 11 2019 1:20 AM

I have tried closing Proclaim and Proclaim Remote without any change. 
Our WiFi is roughly 100 mb up/download speed. Our router is an old Apple router. I think next I’m going to try a newer low-latency “gaming” router will let us run on the 5 ghz range. That should get us above whatever else is going on... 

Posts 354
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Justin (Faithlife) | Forum Activity | Replied: Sun, Oct 13 2019 9:25 AM

Hello Rev.,

If you go into the settings menu in the remote app, can you select the " Send Support info" button email me logs?  You can also on the desktop version of Proclaim, select Help > Save Log Files and send me those as well so I can compare the two and try to see what went wrong!

Posts 25

Hi, Justin,

I THINK I attached the log files (through the options button), and sent the iPad Remote log as well.

Thanks!

Pastor Becker

Posts 25
Rev. Lawrence Becker | Forum Activity | Replied: Sun, Oct 13 2019 11:43 AM

Hi, Justin,

I THINK I attached the log files (through the options button), and sent the iPad Remote log as well.

Thanks!

Pastor Becker

Well, maybe not - keep getting this error message 

Sorry, there was a problem with your last request!

Either the site is offline or an unhandled error occurred. We apologize and have logged the error. Please try your request again or if you know who your site administrator is let them know too.

Posts 354
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Justin (Faithlife) | Forum Activity | Replied: Wed, Oct 16 2019 10:40 AM

Rev Lawrence,

Do you notice any difference between running off of the local Wi-Fi connection versus your 4g connection at the moment?

I did receive your log files for last Sunday, and what stands out to me is I can see a lot of "On Air edits" being reported, and then subsequently the remote app failing.  This seemed to be occurring 10/13 between ~10am-10:30am.  What was roughly the time and date when you were setting up the iPad and getting the blank slides, and were those the same logs as the one you emailed us on Sunday?

Posts 130
Lawrence Becker | Forum Activity | Replied: Wed, Oct 16 2019 1:17 PM

Hi, Justin,

I didn't use a 4g connection - I used either the local or the wifi in the building (which is what I had normally been using). The local was clearly better. It seemed sometimes that I had to pull down the screen to refresh the remote app before I clicked Control. 

It wouldn't surprise me that my tech guys are doing on air edits -but I was testing Proclaim before there would have had a chance to do anything, and was standing in front of the computer.

I think I will pursue straightening out our WiFi system and putting a recent gen router in place. 

Thanks for your help!

Pastor Larry Becker

Posts 130
Lawrence Becker | Forum Activity | Replied: Fri, Jan 17 2020 2:30 PM

Reaching out again - I

Hi, again, Justin - I DID upgrade our WiFi router to the latest/greatest WiFi6 Netgear Nighthawk WiFI-6  AX12 router and AX8 mesh extender - I've got WiFi coming out my ears (so to speak)... I put the iPad's network on a 5gHz network which will only be used for the iPad/Proclaim. The mb/s went up significantly - from 50ish to 85ish. It's definitely snappier now - but some of the slides still don't fully populate on the iPad's screen until you touch them. Both the large image on the screen and the small thumbnail are blank. I had really hoped the WiFi upgrade would take care of this problem. 

Any suggestions? I sent a log from the iPad a little bit ago...

Is there a way to force the iPad to sync? I tried pulling the opening screen with all the presentations down several times. I don't know if that helps or not. How long do you pull it down? Any trick to this?  

Thanks!

Pastor Larry Becker

Posts 5
Scott Webb | Forum Activity | Replied: Sun, Aug 16 2020 9:49 AM

Did your issue ever resolve?  I am having the same issue and have had it for quite some time.  I also get a "slide change error" almost every Sunday.

Posts 25
Rev. Lawrence Becker | Forum Activity | Replied: Sun, Aug 16 2020 12:26 PM

Hi, Scott,

It got better, but not yet resolved. I updated our router to something modern (was a 10 yr old or so Apple router), and that helped, but I still have to pull down the opening screen to make all the slides load - maybe 10x or so. I sometimes have to go through the presentation and touch the blank spots to get them to load. 

It also helps a lot to have the computer running Proclaim plugged directly into a router - not on WiFi. That doesn't work well at all. 

Our internet is only 80mbs up/down, and we just signed a contract to move up to 1gb up/down (for not much more money). I am hoping that will help the issue. 

What is your internet speed?

Larry

Posts 5
Scott Webb | Forum Activity | Replied: Fri, Aug 21 2020 6:48 AM

Larry, thank you for your reply.  Our speed is only 20mbs.  I think it is likely the WiFi issue as the computer and the remote operate via WiFi and not ethernet cable.  I may run an ethernet cable to the computer and see if that improves things.  

Also, I am not having any luck using the feature where you can "mark up" a slide while on the air.  It works fine before the service starts, but when the service begins, it will not work.  I am thinking the "bodies" of the congregants are absorbing some of the WiFi signal and slowing it down.  Just a thought.

Thanks again

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