Can't End Recording

wlaclair · May 20, 2020, 8:06pm

Problem: I have recorded a couple dozen software simulations with the free version of ActivePresenter to test and demonstrate the tool with no issues. I just activated my version and am now unable to end a software simulation recording. When I try to click the AP icon in the system tray, it just disappears. The default Ctrl-End hotkey didn’t do anything. I set a new hotkey in the Record Settings screen, which also did nothing. I finally tried to record with the Record toolbar visible, but as soon as I hit the Record button, that toolbar disappeared.
Thoughts?

ActivePresenter Version: 8.0.6.

OS: Required. Windows 10

Notes:

PhuongThuy_Le · May 21, 2020, 2:59am

Hi Bill,

Can you please share the log of ActivePresenter so we can check.
To view the log, click ActivePresenter > Preferences > Miscellaneous > View Log.

In addition, if there is any crash report dialog appearing when you are recording, please fill the email address and information so that we can better understand it.

Best regards,
Thuy

wlaclair · May 21, 2020, 11:04am

There is no dialog box, the application just seems to stop. Below is the most recent log content.

================================
2020-05-20 11:46:07: ActivePresenter 8.0.6 (Release Build: 2020.04.28) started
OS: Windows 10 (build 17763), 64-bit edition. Version: 10.0 - 64 bit
CPU Count: 4
Hostname: USVTRITECLD2HG. Memory: 8,087 MB. Available: 1,017 MB. Memory Load: 87%
Project Location: C:\Users\wlaclair\Documents\ActivePresenter
Disk Space: 242,370 MB (Free: 119,112 MB)
2020-05-20 11:46:07: TempDir: C:\Users\wlaclair\AppData\Roaming\ActivePresenter\temp
2020-05-20 11:46:07: Direct3D rendering mode: hardware
2020-05-20 11:46:07: Direct3D device type: 1
2020-05-20 11:46:28: PrepareRibbonBar: 1573ms
2020-05-20 14:45:22: flt sample format is not supported, s16 will be used
2020-05-20 14:45:22: RLMedia: Using AVStream.codec to pass codec parameters to muxers is deprecated, use AVStream.codecpar instead.
2020-05-20 14:45:22: Preparing to record audio from: Speakers / Headphones (Realtek Audio). Channel: 2. Sample rate: 48000. Sample Format: 8
2020-05-20 14:45:50: Start capturing. Mode: Smart Capture. Method: 0. Capture Size: (1311, 753)

================================
2020-05-20 14:46:55: ActivePresenter 8.0.6 (Release Build: 2020.04.28) started
OS: Windows 10 (build 17763), 64-bit edition. Version: 10.0 - 64 bit
CPU Count: 4
Hostname: USVTRITECLD2HG. Memory: 8,087 MB. Available: 1,706 MB. Memory Load: 78%
Project Location: C:\Users\wlaclair\Documents\ActivePresenter
Disk Space: 242,370 MB (Free: 119,263 MB)
2020-05-20 14:46:55: TempDir: C:\Users\wlaclair\AppData\Roaming\ActivePresenter\temp
2020-05-20 14:46:55: Direct3D rendering mode: hardware
2020-05-20 14:46:55: Direct3D device type: 1
2020-05-20 14:47:07: Opening project: C:\Users\wlaclair\AppData\Roaming\ActivePresenter\backup\dea5e994-3054-4795-a753-fa346d193a2a.approj
2020-05-20 14:47:08: PrepareRibbonBar: 1227ms
2020-05-20 14:58:24: flt sample format is not supported, s16 will be used
2020-05-20 14:58:24: RLMedia: Using AVStream.codec to pass codec parameters to muxers is deprecated, use AVStream.codecpar instead.
2020-05-20 14:58:24: Preparing to record audio from: Speakers / Headphones (Realtek Audio). Channel: 2. Sample rate: 48000. Sample Format: 8
2020-05-20 14:58:44: Start capturing. Mode: Smart Capture. Method: 0. Capture Size: (1312, 755)

================================
2020-05-20 14:59:35: ActivePresenter 8.0.6 (Release Build: 2020.04.28) started
OS: Windows 10 (build 17763), 64-bit edition. Version: 10.0 - 64 bit
CPU Count: 4
Hostname: USVTRITECLD2HG. Memory: 8,087 MB. Available: 2,071 MB. Memory Load: 74%
Project Location: C:\Users\wlaclair\Documents\ActivePresenter
Disk Space: 242,370 MB (Free: 119,247 MB)
2020-05-20 14:59:35: TempDir: C:\Users\wlaclair\AppData\Roaming\ActivePresenter\temp
2020-05-20 14:59:35: Direct3D rendering mode: hardware
2020-05-20 14:59:35: Direct3D device type: 1
2020-05-20 14:59:46: Opening project: C:\Users\wlaclair\AppData\Roaming\ActivePresenter\backup\dea5e994-3054-4795-a753-fa346d193a2a.approj
2020-05-20 14:59:47: PrepareRibbonBar: 951ms
2020-05-20 15:08:09: ActivePresenter 8.0.6 (Release Build: 2020.04.28) shut down

================================
2020-05-20 15:08:14: ActivePresenter 8.0.6 (Release Build: 2020.04.28) started
OS: Windows 10 (build 17763), 64-bit edition. Version: 10.0 - 64 bit
CPU Count: 4
Hostname: USVTRITECLD2HG. Memory: 8,087 MB. Available: 2,016 MB. Memory Load: 75%
Project Location: C:\Users\wlaclair\Documents\ActivePresenter
Disk Space: 242,370 MB (Free: 119,340 MB)
2020-05-20 15:08:14: TempDir: C:\Users\wlaclair\AppData\Roaming\ActivePresenter\temp
2020-05-20 15:08:14: Direct3D rendering mode: hardware
2020-05-20 15:08:14: Direct3D device type: 1
2020-05-20 15:08:21: flt sample format is not supported, s16 will be used
2020-05-20 15:08:21: RLMedia: Using AVStream.codec to pass codec parameters to muxers is deprecated, use AVStream.codecpar instead.
2020-05-20 15:08:21: Preparing to record audio from: Speakers / Headphones (Realtek Audio). Channel: 2. Sample rate: 48000. Sample Format: 8
2020-05-20 15:08:38: Start capturing. Mode: Smart Capture. Method: 0. Capture Size: (1316, 753)

================================
2020-05-20 15:26:17: ActivePresenter 8.0.6 (Release Build: 2020.04.28) started
OS: Windows 10 (build 17763), 64-bit edition. Version: 10.0 - 64 bit
CPU Count: 4
Hostname: USVTRITECLD2HG. Memory: 8,087 MB. Available: 4,270 MB. Memory Load: 47%
Project Location: C:\Users\wlaclair\Documents\ActivePresenter
Disk Space: 242,370 MB (Free: 120,943 MB)
2020-05-20 15:26:17: TempDir: C:\Users\wlaclair\AppData\Roaming\ActivePresenter\temp
2020-05-20 15:26:17: Direct3D rendering mode: hardware
2020-05-20 15:26:17: Direct3D device type: 1
2020-05-20 15:26:33: flt sample format is not supported, s16 will be used
2020-05-20 15:26:33: RLMedia: Using AVStream.codec to pass codec parameters to muxers is deprecated, use AVStream.codecpar instead.
2020-05-20 15:26:33: Preparing to record audio from: Speakers / Headphones (Realtek Audio). Channel: 2. Sample rate: 48000. Sample Format: 8
2020-05-20 15:26:44: Start capturing. Mode: Smart Capture. Method: 0. Capture Size: (1101, 682)

================================
2020-05-20 15:27:03: ActivePresenter 8.0.6 (Release Build: 2020.04.28) started
OS: Windows 10 (build 17763), 64-bit edition. Version: 10.0 - 64 bit
CPU Count: 4
Hostname: USVTRITECLD2HG. Memory: 8,087 MB. Available: 3,740 MB. Memory Load: 53%
Project Location: C:\Users\wlaclair\Documents\ActivePresenter
Disk Space: 242,370 MB (Free: 121,025 MB)
2020-05-20 15:27:03: TempDir: C:\Users\wlaclair\AppData\Roaming\ActivePresenter\temp
2020-05-20 15:27:03: Direct3D rendering mode: hardware
2020-05-20 15:27:03: Direct3D device type: 1
2020-05-20 15:27:17: PrepareRibbonBar: 1026ms
2020-05-20 15:30:39: flt sample format is not supported, s16 will be used
2020-05-20 15:30:39: RLMedia: Using AVStream.codec to pass codec parameters to muxers is deprecated, use AVStream.codecpar instead.
2020-05-20 15:30:39: Preparing to record audio from: Speakers / Headphones (Realtek Audio). Channel: 2. Sample rate: 48000. Sample Format: 8
2020-05-20 15:30:51: Start capturing. Mode: Smart Capture. Method: 0. Capture Size: (1102, 671)

================================
2020-05-20 15:31:33: ActivePresenter 8.0.6 (Release Build: 2020.04.28) started
OS: Windows 10 (build 17763), 64-bit edition. Version: 10.0 - 64 bit
CPU Count: 4
Hostname: USVTRITECLD2HG. Memory: 8,087 MB. Available: 3,155 MB. Memory Load: 60%
Project Location: C:\Users\wlaclair\Documents\ActivePresenter
Disk Space: 242,370 MB (Free: 120,613 MB)
2020-05-20 15:31:33: TempDir: C:\Users\wlaclair\AppData\Roaming\ActivePresenter\temp
2020-05-20 15:31:33: Direct3D rendering mode: hardware
2020-05-20 15:31:33: Direct3D device type: 1
2020-05-20 15:33:18: PrepareRibbonBar: 930ms
2020-05-20 15:33:25: flt sample format is not supported, s16 will be used
2020-05-20 15:33:25: RLMedia: Using AVStream.codec to pass codec parameters to muxers is deprecated, use AVStream.codecpar instead.
2020-05-20 15:33:25: Preparing to record audio from: Speakers / Headphones (Realtek Audio). Channel: 2. Sample rate: 48000. Sample Format: 8
2020-05-20 15:33:32: Start capturing. Mode: Smart Capture. Method: 0. Capture Size: (1920, 1080)

================================
2020-05-20 15:33:59: ActivePresenter 8.0.6 (Release Build: 2020.04.28) started
OS: Windows 10 (build 17763), 64-bit edition. Version: 10.0 - 64 bit
CPU Count: 4
Hostname: USVTRITECLD2HG. Memory: 8,087 MB. Available: 3,067 MB. Memory Load: 62%
Project Location: C:\Users\wlaclair\Documents\ActivePresenter
Disk Space: 242,370 MB (Free: 120,646 MB)
2020-05-20 15:33:59: TempDir: C:\Users\wlaclair\AppData\Roaming\ActivePresenter\temp
2020-05-20 15:33:59: Direct3D rendering mode: hardware
2020-05-20 15:33:59: Direct3D device type: 1
2020-05-20 15:36:07: PrepareRibbonBar: 862ms
2020-05-20 15:42:29: ActivePresenter 8.0.6 (Release Build: 2020.04.28) shut down

================================
2020-05-20 15:42:36: ActivePresenter 8.0.6 (Release Build: 2020.04.28) started
OS: Windows 10 (build 17763), 64-bit edition. Version: 10.0 - 64 bit
CPU Count: 4
Hostname: USVTRITECLD2HG. Memory: 8,087 MB. Available: 3,215 MB. Memory Load: 60%
Project Location: C:\Users\wlaclair\Documents\ActivePresenter
Disk Space: 242,370 MB (Free: 120,955 MB)
2020-05-20 15:42:36: TempDir: C:\Users\wlaclair\AppData\Roaming\ActivePresenter\temp
2020-05-20 15:42:36: Direct3D rendering mode: software
2020-05-20 15:42:36: Direct3D device type: 5
2020-05-20 15:42:43: flt sample format is not supported, s16 will be used
2020-05-20 15:42:43: RLMedia: Using AVStream.codec to pass codec parameters to muxers is deprecated, use AVStream.codecpar instead.
2020-05-20 15:42:43: Preparing to record audio from: Speakers / Headphones (Realtek Audio). Channel: 2. Sample rate: 48000. Sample Format: 8
2020-05-20 15:42:46: Start capturing. Mode: Smart Capture. Method: 0. Capture Size: (1920, 1080)

================================
2020-05-20 15:43:35: ActivePresenter 8.0.6 (Release Build: 2020.04.28) started
OS: Windows 10 (build 17763), 64-bit edition. Version: 10.0 - 64 bit
CPU Count: 4
Hostname: USVTRITECLD2HG. Memory: 8,087 MB. Available: 3,113 MB. Memory Load: 61%
Project Location: C:\Users\wlaclair\Documents\ActivePresenter
Disk Space: 242,370 MB (Free: 120,952 MB)
2020-05-20 15:43:35: TempDir: C:\Users\wlaclair\AppData\Roaming\ActivePresenter\temp
2020-05-20 15:43:35: Direct3D rendering mode: software
2020-05-20 15:43:35: Direct3D device type: 5
2020-05-20 15:44:01: flt sample format is not supported, s16 will be used
2020-05-20 15:44:01: RLMedia: Using AVStream.codec to pass codec parameters to muxers is deprecated, use AVStream.codecpar instead.
2020-05-20 15:44:01: Preparing to record audio from: Speakers / Headphones (Realtek Audio). Channel: 2. Sample rate: 48000. Sample Format: 8
2020-05-20 15:44:09: Start capturing. Mode: Smart Capture. Method: 0. Capture Size: (1920, 1080)

================================
2020-05-20 15:44:50: ActivePresenter 8.0.6 (Release Build: 2020.04.28) started
OS: Windows 10 (build 17763), 64-bit edition. Version: 10.0 - 64 bit
CPU Count: 4
Hostname: USVTRITECLD2HG. Memory: 8,087 MB. Available: 3,428 MB. Memory Load: 57%
Project Location: C:\Users\wlaclair\Documents\ActivePresenter
Disk Space: 242,370 MB (Free: 120,946 MB)
2020-05-20 15:44:50: TempDir: C:\Users\wlaclair\AppData\Roaming\ActivePresenter\temp
2020-05-20 15:44:50: Direct3D rendering mode: software
2020-05-20 15:44:50: Direct3D device type: 5
2020-05-20 15:44:59: flt sample format is not supported, s16 will be used
2020-05-20 15:44:59: RLMedia: Using AVStream.codec to pass codec parameters to muxers is deprecated, use AVStream.codecpar instead.
2020-05-20 15:44:59: Preparing to record audio from: Speakers / Headphones (Realtek Audio). Channel: 2. Sample rate: 48000. Sample Format: 8
2020-05-20 15:45:01: Start capturing. Mode: Smart Capture. Method: 0. Capture Size: (1920, 1080)

================================
2020-05-20 15:45:40: ActivePresenter 8.0.6 (Release Build: 2020.04.28) started
OS: Windows 10 (build 17763), 64-bit edition. Version: 10.0 - 64 bit
CPU Count: 4
Hostname: USVTRITECLD2HG. Memory: 8,087 MB. Available: 3,418 MB. Memory Load: 57%
Project Location: C:\Users\wlaclair\Documents\ActivePresenter
Disk Space: 242,370 MB (Free: 120,944 MB)
2020-05-20 15:45:40: TempDir: C:\Users\wlaclair\AppData\Roaming\ActivePresenter\temp
2020-05-20 15:45:40: Direct3D rendering mode: software
2020-05-20 15:45:40: Direct3D device type: 5
2020-05-20 15:45:47: flt sample format is not supported, s16 will be used
2020-05-20 15:45:47: RLMedia: Using AVStream.codec to pass codec parameters to muxers is deprecated, use AVStream.codecpar instead.
2020-05-20 15:45:47: Preparing to record audio from: Speakers / Headphones (Realtek Audio). Channel: 2. Sample rate: 48000. Sample Format: 8
2020-05-20 15:47:24: flt sample format is not supported, s16 will be used
2020-05-20 15:47:24: RLMedia: Using AVStream.codec to pass codec parameters to muxers is deprecated, use AVStream.codecpar instead.
2020-05-20 15:47:24: Preparing to record audio from: Speakers / Headphones (Realtek Audio). Channel: 2. Sample rate: 48000. Sample Format: 8
2020-05-20 15:47:50: Start capturing. Mode: Smart Capture. Method: 0. Capture Size: (1920, 1080)

================================
2020-05-20 15:59:41: ActivePresenter 8.0.6 (Release Build: 2020.04.28) started
OS: Windows 10 (build 17763), 64-bit edition. Version: 10.0 - 64 bit
CPU Count: 4
Hostname: USVTRITECLD2HG. Memory: 8,087 MB. Available: 3,153 MB. Memory Load: 61%
Project Location: C:\Users\wlaclair\Documents\ActivePresenter
Disk Space: 242,370 MB (Free: 120,933 MB)
2020-05-20 15:59:42: TempDir: C:\Users\wlaclair\AppData\Roaming\ActivePresenter\temp
2020-05-20 15:59:42: Direct3D rendering mode: software
2020-05-20 15:59:42: Direct3D device type: 5

phuongdv · May 22, 2020, 1:44am

Hi,

Can you please try the following steps to see if it works:

Uninstalling ActivePresenter.
Delete the folder at C:\Users<your_user_name>\AppData\Roaming\ActivePresenter
Backup then delete the folder C:\Users<your_user_name>\Documents\ActivePresenter
Backup then delete the folder C:\Users<your_user_name>\Documents\ActivePresenter Templates
Install ActivePresenter again.

Regards,

wlaclair · May 22, 2020, 2:29pm

This did not address my problem.

phuongdv · May 25, 2020, 1:46am

Do you use any anti-virus or firewall software? If yes, please make sure that you have downloaded and installed with the setup package from our website, then turn off the anti-virus software and try again.

Regards,

wlaclair · May 28, 2020, 5:52pm

Firewall and virus scanning are both disabled, and still no luck. I also tried running the program as an administrator, which did not work.
I installed the free version on my home laptop to test it out, and was able to record on it.

While doing so, I was reminded of the 3-2-1 countdown that appears to start the recording. I do not see that countdown when I try to start recording on my work laptop, which is where I need ActivePresenter to work. Does this new information help at all?

phuongdv · May 29, 2020, 2:24am

Hi Bill,

This is a weird problem and we still have no idea why this happens on your computer, unfortunately. Can you please try the following to see if it works. I am just trying to narrow down the conditions for the problem:

Recording Software Simulation without audio.
Record Video without audio, camera.

Regards,

wlaclair · June 9, 2020, 5:40pm

Neither suggestion worked. AP shuts down immediately when I try to use the system tray icon to end recording, and if I enable the recording toolbar, it disappears as soon as I begin recording. It is possible to set up a conference call to take a look at this together?

phuongdv · June 10, 2020, 2:13am

Hi Bill,

Is it possible for us to remote access to your computer for checking? We are available from 7:00 AM to 9:00 PM (GMT+7). Is this time frame suitable for you?

Regards,

sp3 · June 13, 2020, 4:16pm

I can also not stop the recording. I can record with slides within AP but I cannot record my screen. The toolbar disappears and Ctrl/End does not work. the only way to stop it is to use the task manager but then I am not able to save the recording. Please help. Here is my log: 2020-06-13 11:49:14: ActivePresenter 8.0.7 - 64-bit build. (Release Build: 2020.05.29) started
OS: Windows 10 (build 18362), 64-bit edition
CPU Count: 4
Hostname: desktop-skp. Memory: 8,109 MB. Available: 3,996 MB. Memory Load: 50%
Disk Space: 941,518 MB (Free: 847,957 MB)
Project Location: C:\Users\OfficePC\Documents\ActivePresenter
2020-06-13 11:49:14: TempDir: C:\Users\OfficePC\AppData\Roaming\ActivePresenter\temp
2020-06-13 11:49:14: Direct3D rendering mode: hardware
2020-06-13 11:49:14: Direct3D device type: 1
2020-06-13 11:49:24: flt sample format is not supported, s16 will be used
2020-06-13 11:49:24: RLMedia: Using AVStream.codec to pass codec parameters to muxers is deprecated, use AVStream.codecpar instead.
2020-06-13 11:49:24: Preparing to record audio from: Microphone Array (Realtek High Definition Audio). Channel: 2. Sample rate: 48000. Sample Format: 8
2020-06-13 11:49:37: Start capturing. Mode: Full motion. Method: 0. Capture Size: (1675, 856)
2020-06-13 11:49:37: Video Codec: flashsv. Expecting FPS: 30.00
2020-06-13 11:49:38: Video will be recorded to: C:\Users\OfficePC\Documents\ActivePresenter.ActivePresenterCachedProjects\Untitled5_tempdir\video_20200613_11-49-38.mkv
2020-06-13 11:49:38: RLMedia: Using AVStream.codec to pass codec parameters to muxers is deprecated, use AVStream.codecpar instead.
2020-06-13 11:49:38: flt sample format is not supported, s16 will be used
2020-06-13 11:49:38: RLMedia: Using AVStream.codec to pass codec parameters to muxers is deprecated, use AVStream.codecpar instead.
2020-06-13 11:49:38: Audio will be recorded to: C:\Users\OfficePC\Documents\ActivePresenter.ActivePresenterCachedProjects\Untitled5_tempdir\audio_20200613_11-49-38.wav
2020-06-13 11:49:38: Preparing to record audio from: Microphone Array (Realtek High Definition Audio). Channel: 2. Sample rate: 48000. Sample Format: 8
2020-06-13 11:49:38: flt sample format is not supported, s16 will be used
2020-06-13 11:49:38: RLMedia: Using AVStream.codec to pass codec parameters to muxers is deprecated, use AVStream.codecpar instead.
2020-06-13 11:49:38: Audio 2 will be recorded to: C:\Users\OfficePC\Documents\ActivePresenter.ActivePresenterCachedProjects\Untitled5_tempdir\audio_20200613_11-49-38_1.wav
2020-06-13 11:49:38: Preparing to record audio from: Speakers (Realtek High Definition Audio). Channel: 2. Sample rate: 48000. Sample Format: 8
2020-06-13 11:49:41: Waiting to start in 3062

phuongdv · June 15, 2020, 4:05am

Hi SP3,

Does it happen when turning off camera and audio recording and selecting Record Software Simulation?

Regards,

wlaclair · June 23, 2020, 7:16pm

Yes, I can be available during that timeframe. 4:00 PM to 9:00 PM GMT would be best.

phuongdv · June 24, 2020, 1:56am

Hi Bill,

So we will start at 4:00 PM (GMT+7) today. Please email to us at support@atomisystems.com for further steps.

Regards,