Activepresenter 9 constantly crashes after few seconds of work

ActivePresenter Support Questions
1

Problem:
Hello,
I Activepresenter 9 constantly crashes after few seconds of work.

ActivePresenter version: 9.0.7 - 64-bit build.

OS:
Windows10
Notes:
I tried options: “Always use softwarre decoders” and also “Use software rendering instead of …”, but it didn’t have any effect on it. I don’t use any template. But maybe there one thing, my monitor have recommended resolution 3440x1440 but I use lower one 1920x1080 for recording my screen.

Thank you very much in advance.

Log:

2023-05-05 16:18:25: ActivePresenter 9.0.7 - 64-bit build. (Release Build: 2023.03.15) started
OS: Windows 10 (build 19045), 64-bit edition
CPU Count: 8
Hostname: DESKTOP-6J01F2O. Memory: 16,106 MB. Available: 6,451 MB. Memory Load: 59%
Disk Space: 299,999 MB (Free: 154,514 MB)
Project Location: C:\Users\ZOBO\Documents\ActivePresenter
2023-05-05 16:18:25: TempDir: C:\Users\ZOBO\AppData\Roaming\ActivePresenter\temp
2023-05-05 16:18:25: -----------------LISTING GRAPHICS DEVICES---------------------
2023-05-05 16:18:25: DXGIAdapter: Intel(R) Iris(R) Xe Graphics (0-75793)
2023-05-05 16:18:25: * \.\DISPLAY1 [0, 0, 1920, 1080], 1
2023-05-05 16:18:25: * \.\DISPLAY2 [-1920, 0, 0, 1080], 1
2023-05-05 16:18:25: DXGIAdapter: NVIDIA T500 (0-76573)
2023-05-05 16:18:25: DXGIAdapter: Microsoft Basic Render Driver (0-76535)
2023-05-05 16:18:25: Selected DXGIAdapter: Intel(R) Iris(R) Xe Graphics (0-75793).
2023-05-05 16:18:25: --------------------------------------------------------------
2023-05-05 16:18:26: ---------------------LISTING AUDIO DEVICES------------------------
2023-05-05 16:18:26: Reproduktory (Realtek(R) Audio) (API: Windows WASAPI, Input: 2, Output: 2, Rate: 48000, Loopback: true, Default Output: true, ID: {0.0.0.00000000}.{0d881cb3-6ce8-41b1-9375-616fbc1e0f2a})
2023-05-05 16:18:26: Speakers (3- Superlux E205U) (API: Windows WASAPI, Input: 2, Output: 2, Rate: 48000, Loopback: true, Default Output: false, ID: {0.0.0.00000000}.{7d50b3a2-2810-4e67-a2ca-67b97051a782})
2023-05-05 16:18:26: Microphone Array (Realtek(R) Audio) (API: Windows WASAPI, Input: 2, Output: 0, Rate: 48000, Loopback: false, Default Output: false, ID: {0.0.1.00000000}.{4877f482-794d-458a-b12a-b73beb581859})
2023-05-05 16:18:26: Microphone (3- Superlux E205U) (API: Windows WASAPI, Input: 2, Output: 0, Rate: 48000, Loopback: false, Default Output: false, ID: {0.0.1.00000000}.{a3143dd8-5987-407a-97b4-2400bc70421f})
2023-05-05 16:18:26: --------------------------------------------------------------
2023-05-05 16:18:26: ---------------------LISTING WEBCAMS------------------------
2023-05-05 16:18:26: 1. Integrated Webcam - \?\usb#vid_0bda&pid_5549&mi_00#6&16376792&0&0000#{e5323777-f976-4f5b-9b55-b94699c46e44}\global
2023-05-05 16:18:26: --------------------------------------------------------------
2023-05-05 16:18:28: PrepareRibbonBar: 959ms
2023-05-05 16:18:41: Opening project: C:\Users\ZOBO\Documents\ActivePresenter\skolenie5.approj

================================
2023-05-05 16:19:07: ActivePresenter 9.0.7 - 64-bit build. (Release Build: 2023.03.15) started
OS: Windows 10 (build 19045), 64-bit edition
CPU Count: 8
Hostname: DESKTOP-6J01F2O. Memory: 16,106 MB. Available: 6,407 MB. Memory Load: 60%
Disk Space: 299,999 MB (Free: 153,784 MB)
Project Location: C:\Users\ZOBO\Documents\ActivePresenter
2023-05-05 16:19:07: TempDir: C:\Users\ZOBO\AppData\Roaming\ActivePresenter\temp
2023-05-05 16:19:07: -----------------LISTING GRAPHICS DEVICES---------------------
2023-05-05 16:19:07: DXGIAdapter: Intel(R) Iris(R) Xe Graphics (0-75793)
2023-05-05 16:19:07: * \.\DISPLAY1 [0, 0, 1920, 1080], 1
2023-05-05 16:19:07: * \.\DISPLAY2 [-1920, 0, 0, 1080], 1
2023-05-05 16:19:07: DXGIAdapter: NVIDIA T500 (0-76573)
2023-05-05 16:19:07: DXGIAdapter: Microsoft Basic Render Driver (0-76535)
2023-05-05 16:19:07: Selected DXGIAdapter: Intel(R) Iris(R) Xe Graphics (0-75793).
2023-05-05 16:19:07: --------------------------------------------------------------
2023-05-05 16:19:07: ---------------------LISTING AUDIO DEVICES------------------------
2023-05-05 16:19:07: Reproduktory (Realtek(R) Audio) (API: Windows WASAPI, Input: 2, Output: 2, Rate: 48000, Loopback: true, Default Output: true, ID: {0.0.0.00000000}.{0d881cb3-6ce8-41b1-9375-616fbc1e0f2a})
2023-05-05 16:19:07: Speakers (3- Superlux E205U) (API: Windows WASAPI, Input: 2, Output: 2, Rate: 48000, Loopback: true, Default Output: false, ID: {0.0.0.00000000}.{7d50b3a2-2810-4e67-a2ca-67b97051a782})
2023-05-05 16:19:07: Microphone Array (Realtek(R) Audio) (API: Windows WASAPI, Input: 2, Output: 0, Rate: 48000, Loopback: false, Default Output: false, ID: {0.0.1.00000000}.{4877f482-794d-458a-b12a-b73beb581859})
2023-05-05 16:19:07: Microphone (3- Superlux E205U) (API: Windows WASAPI, Input: 2, Output: 0, Rate: 48000, Loopback: false, Default Output: false, ID: {0.0.1.00000000}.{a3143dd8-5987-407a-97b4-2400bc70421f})
2023-05-05 16:19:07: --------------------------------------------------------------
2023-05-05 16:19:08: ---------------------LISTING WEBCAMS------------------------
2023-05-05 16:19:08: 1. Integrated Webcam - \?\usb#vid_0bda&pid_5549&mi_00#6&16376792&0&0000#{e5323777-f976-4f5b-9b55-b94699c46e44}\global
2023-05-05 16:19:08: --------------------------------------------------------------
2023-05-05 16:19:09: PrepareRibbonBar: 1007ms
2023-05-05 16:19:11: NVENC: Functions loaded
2023-05-05 16:19:11: NVENC: Initialized successfullly
2023-05-05 16:19:11: Encoder: Windows Media Foundation, Codecs: 10001 10002
2023-05-05 16:19:40: Checking updates for ActivePresenter v9.0.7…

2

Hi,

We are sorry to hear that you encountered this problem while using ActivePresenter.

Did you see the crash report dialog appear when the app stops responding?
If the crash report dialog appears, please describe the issue, fill in your email address and send it to us.
Besides, could you please send us the project so that we can conduct further investigation? Our email address is support@atomisystems.com.

Looking forward to your response.
Regards,

3

I am having the same problem
Can anybody assist?

4

Hi John,

It appears that the issue may be connected to the Graphics Driver on certain computers. To potentially address the problem, could you try switching to a different graphics card to see if it helps resolve the issue? For additional details, please refer to this link: How To Set the Default GPU for Applications and Games

Looking forward to your response.

Best regards,
Hang

5

I have tried every option and it still crashes every 15 minutes

6

Can someone please respond

7

Hi John,

I apologize for any delay in our response due to the time zone differences.
I have sent you an email containing the specific steps to address your concerns. Please check it out.

Best regards,
Hang