Problem: Activepresenter is not responding when opening a certain file (Activepresenter file) created on a same but other person’s computer, in the past there were no problem like this. Other files created on my computer are opening fine.
ActivePresenter version: 8
OS: Windows 10 64bit
Notes: Please help me as I need to edit those videos and it is strange that AP crashes like these while opening files.
Hi Grace and Julio,
Please make sure that the resource file of the project is not missing.
For performance reasons, ActivePresenter stores large audio and video files in an external data folder named in the pattern PROJECT_FILE_files .
Therefore, please remember to copy/rename/cut this folder when you copy/rename/cut the project.
If the issue still occurs, please provide us with the following information:
Regards,
Yen
Hello Yen,
My logs.
My PC has a new GPU . In the first crash, it showed a message about GPU use, but I dont remember.
2020-08-10 05:25:13: ActivePresenter 8.1.1 - 64-bit build. (Release Build: 2020.07.24) started
OS: Windows 10 (build 18363), 64-bit edition
CPU Count: 6
Hostname: DESKTOP-BUTD24L. Memory: 8,016 MB. Available: 4,284 MB. Memory Load: 46%
Disk Space: 940,273 MB (Free: 837,136 MB)
Project Location: C:\Users\julio\Documents\ActivePresenter
2020-08-10 05:25:13: TempDir: C:\Users\julio\AppData\Roaming\ActivePresenter\temp
2020-08-10 05:25:13: Direct3D rendering mode: hardware
2020-08-10 05:25:14: Direct3D device type: 1
2020-08-10 05:25:20: ---------------------LISTING WEBCAMS------------------------
2020-08-10 05:25:20: 1. Logitech HD Webcam C270 - \?\usb#vid_046d&pid_0825&mi_00#6&2bf4c76b&0&0000#{e5323777-f976-4f5b-9b55-b94699c46e44}{bbefb6c7-2fc4-4139-bb8b-a58bba724083}
2020-08-10 05:25:20: --------------------------------------------------------------
2020-08-10 05:25:20: ---------------------LISTING WEBCAMS------------------------
2020-08-10 05:25:20: 1. Logitech HD Webcam C270 - \?\usb#vid_046d&pid_0825&mi_00#6&2bf4c76b&0&0000#{e5323777-f976-4f5b-9b55-b94699c46e44}{bbefb6c7-2fc4-4139-bb8b-a58bba724083}
2020-08-10 05:25:20: --------------------------------------------------------------
2020-08-10 05:25:27: flt sample format is not supported, s16 will be used
2020-08-10 05:25:27: RLMedia: Using AVStream.codec to pass codec parameters to muxers is deprecated, use AVStream.codecpar instead.
2020-08-10 05:25:27: Preparing to record audio from: Microfone (HD Webcam C270). Channel: 2. Sample rate: 48000. Sample Format: 8
2020-08-10 05:25:27: Failed to open audio stream to record. Error: Invalid number of channels.
2020-08-10 05:25:27: Preparing to record audio from: Microfone (HD Webcam C270). Channel: 1. Sample rate: 48000. Sample Format: 8
2020-08-10 05:25:28: flt sample format is not supported, s16 will be used
2020-08-10 05:25:28: RLMedia: Using AVStream.codec to pass codec parameters to muxers is deprecated, use AVStream.codecpar instead.
2020-08-10 05:25:28: Preparing to record audio from: Microfone (HD Webcam C270). Channel: 1. Sample rate: 48000. Sample Format: 8
2020-08-10 05:25:46: Start capturing. Mode: Smart Capture. Method: 0. Capture Size: (1366, 768)
2020-08-10 05:25:46: flt sample format is not supported, s16 will be used
2020-08-10 05:25:46: RLMedia: Using AVStream.codec to pass codec parameters to muxers is deprecated, use AVStream.codecpar instead.
2020-08-10 05:25:46: Audio will be recorded to: C:\Users\julio\Documents\ActivePresenter.ActivePresenterCachedProjects\Sem título_tempdir\audio_20200810_05-25-46.wav
2020-08-10 05:25:46: Preparing to record audio from: Microfone (HD Webcam C270). Channel: 1. Sample rate: 48000. Sample Format: 8
2020-08-10 05:25:49: Waiting to start in 3167
2020-08-10 05:25:54: PrepareRibbonBar: 938ms
2020-08-10 05:25:53: No cursor stop recorded!
2020-08-10 05:26:47: ---------------------LISTING WEBCAMS------------------------
2020-08-10 05:26:47: 1. Logitech HD Webcam C270 - \?\usb#vid_046d&pid_0825&mi_00#6&2bf4c76b&0&0000#{e5323777-f976-4f5b-9b55-b94699c46e44}{bbefb6c7-2fc4-4139-bb8b-a58bba724083}
2020-08-10 05:26:47: --------------------------------------------------------------
2020-08-10 05:26:48: flt sample format is not supported, s16 will be used
2020-08-10 05:26:48: RLMedia: Using AVStream.codec to pass codec parameters to muxers is deprecated, use AVStream.codecpar instead.
2020-08-10 05:26:48: Preparing to record audio from: Microfone (HD Webcam C270). Channel: 1. Sample rate: 48000. Sample Format: 8
2020-08-10 05:26:48: flt sample format is not supported, s16 will be used
2020-08-10 05:26:48: RLMedia: Using AVStream.codec to pass codec parameters to muxers is deprecated, use AVStream.codecpar instead.
2020-08-10 05:26:48: Preparing to record audio from: Microfone (HD Webcam C270). Channel: 1. Sample rate: 48000. Sample Format: 8
2020-08-10 05:28:22: Start capturing. Mode: Smart Capture. Method: 0. Capture Size: (1366, 768)
2020-08-10 05:28:22: flt sample format is not supported, s16 will be used
2020-08-10 05:28:22: RLMedia: Using AVStream.codec to pass codec parameters to muxers is deprecated, use AVStream.codecpar instead.
2020-08-10 05:28:22: Audio will be recorded to: C:\Users\julio\AppData\Roaming\ActivePresenter\temp\rl_20200810_052822_o1ahypbvro_tempdir\audio_20200810_05-28-22.wav
2020-08-10 05:28:22: Preparing to record audio from: Microfone (HD Webcam C270). Channel: 1. Sample rate: 48000. Sample Format: 8
2020-08-10 05:28:26: Waiting to start in 3198
2020-08-10 05:37:56: ProcessRecordedAudio: duration (ms) 570177,500000
2020-08-10 05:37:56: RLMedia: Using AVStream.codec to pass codec parameters to muxers is deprecated, use AVStream.codecpar instead.
2020-08-10 05:37:56: Audio Decoding Stats: Process 154,000000, Wait 0,000000
2020-08-10 05:37:56: Audio Encoding Stats: Process 47,000000, Wait 107,000000
2020-08-10 05:38:11: RLMedia: Using AVStream.codec to pass codec parameters to muxers is deprecated, use AVStream.codecpar instead.
2020-08-10 05:38:11: Audio Decoding Stats: Process 0,000000, Wait 0,000000
2020-08-10 05:38:11: Audio Encoding Stats: Process 0,000000, Wait 0,000000
2020-08-10 05:38:33: Render Project Size: 1366 x 768
2020-08-10 05:38:33: Threads Used: 3 / 6, Memory Available: 3,977/8,016
2020-08-10 05:38:33: Preparing to play audio to: Speakers/Headphones (3- Realtek® Audio). Channel: 2. Sample rate: 48000. Sample Format: 8
2020-08-10 05:38:34: Audio frames decoding started.
2020-08-10 05:38:34: Video frames decoding started.
2020-08-10 05:38:47: RLMedia: Using AVStream.codec to pass codec parameters to muxers is deprecated, use AVStream.codecpar instead.
2020-08-10 05:38:47: Audio Decoding Stats: Process 22,000000, Wait 0,000000
2020-08-10 05:38:47: Audio Encoding Stats: Process 22,000000, Wait 16,000000
2020-08-10 05:38:49: Render Project Size: 1366 x 768
2020-08-10 05:38:49: Threads Used: 3 / 6, Memory Available: 3,969/8,016
2020-08-10 05:38:49: Preparing to play audio to: Speakers/Headphones (3- Realtek® Audio). Channel: 2. Sample rate: 48000. Sample Format: 8
2020-08-10 05:38:49: Video frames decoding started.
2020-08-10 05:38:49: Audio frames decoding started.
2020-08-10 05:39:32: RLMedia: Using AVStream.codec to pass codec parameters to muxers is deprecated, use AVStream.codecpar instead.
2020-08-10 05:39:32: Audio Decoding Stats: Process 69,000000, Wait 0,000000
2020-08-10 05:39:32: Audio Encoding Stats: Process 0,000000, Wait 69,000000
2020-08-10 05:39:34: Render Project Size: 1366 x 768
2020-08-10 05:39:34: Threads Used: 3 / 6, Memory Available: 3,972/8,016
2020-08-10 05:39:34: Preparing to play audio to: Speakers/Headphones (3- Realtek® Audio). Channel: 2. Sample rate: 48000. Sample Format: 8
2020-08-10 05:39:34: Video frames decoding started.
2020-08-10 05:39:34: Audio frames decoding started.
2020-08-10 05:40:27: RLMedia: Using AVStream.codec to pass codec parameters to muxers is deprecated, use AVStream.codecpar instead.
2020-08-10 05:40:27: Audio Decoding Stats: Process 31,000000, Wait 0,000000
2020-08-10 05:40:27: Audio Encoding Stats: Process 0,000000, Wait 31,000000
2020-08-10 05:40:29: Render Project Size: 1366 x 768
2020-08-10 05:40:29: Threads Used: 3 / 6, Memory Available: 3,937/8,016
2020-08-10 05:40:29: Preparing to play audio to: Speakers/Headphones (3- Realtek® Audio). Channel: 2. Sample rate: 48000. Sample Format: 8
2020-08-10 05:40:29: Audio frames decoding started.
2020-08-10 05:40:29: Video frames decoding started.
2020-08-10 05:41:00: RLMedia: Using AVStream.codec to pass codec parameters to muxers is deprecated, use AVStream.codecpar instead.
2020-08-10 05:41:00: Audio Decoding Stats: Process 31,000000, Wait 0,000000
2020-08-10 05:41:00: Audio Encoding Stats: Process 16,000000, Wait 15,000000
2020-08-10 05:41:03: Render Project Size: 1366 x 768
2020-08-10 05:41:03: Threads Used: 3 / 6, Memory Available: 3,926/8,016
2020-08-10 05:41:03: Preparing to play audio to: Speakers/Headphones (3- Realtek® Audio). Channel: 2. Sample rate: 48000. Sample Format: 8
2020-08-10 05:41:03: Audio frames decoding started.
2020-08-10 05:41:03: Video frames decoding started.
2020-08-10 05:41:41: RLMedia: Using AVStream.codec to pass codec parameters to muxers is deprecated, use AVStream.codecpar instead.
2020-08-10 05:41:41: Audio Decoding Stats: Process 93,000000, Wait 0,000000
2020-08-10 05:41:41: Audio Encoding Stats: Process 47,000000, Wait 46,000000
2020-08-10 05:41:46: Render Project Size: 1366 x 768
2020-08-10 05:41:46: Threads Used: 3 / 6, Memory Available: 3,952/8,016
2020-08-10 05:41:46: Preparing to play audio to: Speakers/Headphones (3- Realtek® Audio). Channel: 2. Sample rate: 48000. Sample Format: 8
2020-08-10 05:41:47: Audio frames decoding started.
2020-08-10 05:41:47: Video frames decoding started.
2020-08-10 05:42:53: RLMedia: Using AVStream.codec to pass codec parameters to muxers is deprecated, use AVStream.codecpar instead.
2020-08-10 05:42:53: Audio Decoding Stats: Process 31,000000, Wait 0,000000
2020-08-10 05:42:53: Audio Encoding Stats: Process 0,000000, Wait 31,000000
2020-08-10 05:42:55: Render Project Size: 1366 x 768
2020-08-10 05:42:55: Threads Used: 3 / 6, Memory Available: 3,996/8,016
2020-08-10 05:42:55: Preparing to play audio to: Speakers/Headphones (3- Realtek® Audio). Channel: 2. Sample rate: 48000. Sample Format: 8
2020-08-10 05:42:55: Audio frames decoding started.
2020-08-10 05:42:55: Video frames decoding started.
2020-08-10 05:43:27: RLMedia: Using AVStream.codec to pass codec parameters to muxers is deprecated, use AVStream.codecpar instead.
2020-08-10 05:43:27: Audio Decoding Stats: Process 85,000000, Wait 0,000000
2020-08-10 05:43:27: Audio Encoding Stats: Process 15,000000, Wait 54,000000
2020-08-10 05:43:29: Render Project Size: 1366 x 768
2020-08-10 05:43:29: Threads Used: 3 / 6, Memory Available: 4,106/8,016
2020-08-10 05:43:29: Preparing to play audio to: Speakers/Headphones (3- Realtek® Audio). Channel: 2. Sample rate: 48000. Sample Format: 8
2020-08-10 05:43:29: Video frames decoding started.
2020-08-10 05:43:29: Audio frames decoding started.
================================
2020-08-10 05:48:16: ActivePresenter 8.1.1 - 64-bit build. (Release Build: 2020.07.24) started
OS: Windows 10 (build 18363), 64-bit edition
CPU Count: 6
Hostname: DESKTOP-BUTD24L. Memory: 8,016 MB. Available: 4,479 MB. Memory Load: 44%
Disk Space: 940,273 MB (Free: 837,000 MB)
Project Location: C:\Users\julio\Documents\ActivePresenter
2020-08-10 05:48:16: TempDir: C:\Users\julio\AppData\Roaming\ActivePresenter\temp
2020-08-10 05:48:16: Last renderers: 1
2020-08-10 05:48:28: Direct3D rendering mode: software
2020-08-10 05:48:28: Direct3D device type: 5
2020-08-10 05:48:40: Opening project: C:\Users\julio\AppData\Roaming\ActivePresenter\backup\17aa0025-2bba-4722-a746-3fcf084cf0ae.approj
2020-08-10 05:48:40: PrepareRibbonBar: 344ms
2020-08-10 05:48:40: RLMedia: Using AVStream.codec to pass codec parameters to muxers is deprecated, use AVStream.codecpar instead.
2020-08-10 05:48:40: Audio Decoding Stats: Process 0,000000, Wait 0,000000
2020-08-10 05:48:40: Audio Encoding Stats: Process 0,000000, Wait 16,000000
2020-08-10 05:49:41: RLMedia: Using AVStream.codec to pass codec parameters to muxers is deprecated, use AVStream.codecpar instead.
2020-08-10 05:49:41: Audio Decoding Stats: Process 141,000000, Wait 0,000000
2020-08-10 05:49:41: Audio Encoding Stats: Process 62,000000, Wait 63,000000
2020-08-10 05:49:43: Render Project Size: 1366 x 768
2020-08-10 05:49:43: Threads Used: 3 / 6, Memory Available: 4,015/8,016
2020-08-10 05:49:43: Preparing to play audio to: Speakers/Headphones (3- Realtek® Audio). Channel: 2. Sample rate: 48000. Sample Format: 8
2020-08-10 05:49:44: Audio frames decoding started.
2020-08-10 05:49:44: Video frames decoding started.
2020-08-10 05:52:23: RLMedia: Using AVStream.codec to pass codec parameters to muxers is deprecated, use AVStream.codecpar instead.
2020-08-10 05:52:23: Audio Decoding Stats: Process 78,000000, Wait 0,000000
2020-08-10 05:52:23: Audio Encoding Stats: Process 0,000000, Wait 63,000000
2020-08-10 05:52:26: Render Project Size: 1366 x 768
2020-08-10 05:52:26: Threads Used: 3 / 6, Memory Available: 4,066/8,016
2020-08-10 05:52:26: Preparing to play audio to: Speakers/Headphones (3- Realtek® Audio). Channel: 2. Sample rate: 48000. Sample Format: 8
2020-08-10 05:52:26: Audio frames decoding started.
2020-08-10 05:52:26: Video frames decoding started.
================================
2020-08-10 05:58:41: ActivePresenter 8.1.1 - 64-bit build. (Release Build: 2020.07.24) started
OS: Windows 10 (build 18363), 64-bit edition
CPU Count: 6
Hostname: DESKTOP-BUTD24L. Memory: 8,016 MB. Available: 3,682 MB. Memory Load: 54%
Disk Space: 940,273 MB (Free: 836,845 MB)
Project Location: C:\Users\julio\Documents\ActivePresenter
2020-08-10 05:58:41: TempDir: C:\Users\julio\AppData\Roaming\ActivePresenter\temp
2020-08-10 05:58:41: Direct3D rendering mode: hardware
2020-08-10 05:58:41: Direct3D device type: 1
2020-08-10 05:59:29: Opening project: C:\Users\julio\Documents\Disciplinas_UESB_Julio\Disciplina Algebra1 Matematica Segundo semestre 2019\aula8_ideais.approj
2020-08-10 05:59:30: PrepareRibbonBar: 344ms
================================
2020-08-10 06:15:14: ActivePresenter 8.1.1 - 64-bit build. (Release Build: 2020.07.24) started
OS: Windows 10 (build 18363), 64-bit edition
CPU Count: 6
Hostname: DESKTOP-BUTD24L. Memory: 8,016 MB. Available: 3,338 MB. Memory Load: 58%
Disk Space: 940,273 MB (Free: 836,972 MB)
Project Location: C:\Users\julio\Documents\ActivePresenter
2020-08-10 06:15:14: TempDir: C:\Users\julio\AppData\Roaming\ActivePresenter\temp
2020-08-10 06:15:14: Direct3D rendering mode: hardware
2020-08-10 06:15:14: Direct3D device type: 1
2020-08-10 06:15:43: Opening project: C:\Users\julio\Documents\Disciplinas_UESB_Julio\Disciplina Algebra1 Matematica Segundo semestre 2019\aula8_ideais.approj
2020-08-10 06:15:43: PrepareRibbonBar: 329ms
================================
2020-08-10 06:31:33: ActivePresenter 8.1.1 - 64-bit build. (Release Build: 2020.07.24) started
OS: Windows 10 (build 18363), 64-bit edition
CPU Count: 6
Hostname: DESKTOP-BUTD24L. Memory: 8,016 MB. Available: 3,417 MB. Memory Load: 57%
Disk Space: 940,273 MB (Free: 836,974 MB)
Project Location: C:\Users\julio\Documents\ActivePresenter
2020-08-10 06:31:33: TempDir: C:\Users\julio\AppData\Roaming\ActivePresenter\temp
2020-08-10 06:31:33: Direct3D rendering mode: hardware
2020-08-10 06:31:33: Direct3D device type: 1
Hi JulioReis,
Is there any crash report dialog appears after crashing? If yes, please fill your email address so we can know it is reported from you. If it happens with a specific project, please share the project so we can identify the problem quicker? You can upload it and its external data folder to a cloud storage site then email to us at support@atomisystems.com
Regards,
Hi Yen,
I did send to the email you provided my log, together with screenshots on how the project files names are saved.
Thank you,
Thanks for listening. But the crash report dialog dont appears after crashing.
The software does not respond and I need to close the software using the task manager. A curious detail: in the task manager it does not appear that the software is not responding. This happens with any project. I have tried several projects.
Hi Grace,
It seems you are opening projects from a network location, so the issue. Please consider moving your projects to a local folder for editing and copy them back after finishing.
Hi Julio,
We could not find any clue from your log. Can you please try creating a blank project so see if it happens or not? I guess it maybe related to a theme that being used in your projects.
Regards,
In the blank project, it happens the same . After a few minutes the software does not respond. Everything on the PC works normally, but the software doesn’t work.
Hey, yes saving the file in my local computer drive helped. Now it opens without problem.
Thank you!
Hi Julio,
Is it possible for us to remote access to your computer to check? We are available from 9:00 am - 17:00pm (GMT+7).
Hi Grace,
I am glad to hear your problem solved!
Regards,
The software work some days and today not working again. this not responding after 3 minutes in use and show in task manager Very High in Power Usage.