— Edited

does anyone have problems with moving templates and/or videos freezing up? Ever since sometime after Easter (because it was working fine for my Easter program) it has been freezing up. I have uninstalled proclaim and re installed from the website. I have disabled hardware acceleration and made sure the new video player is checked. I have uninstalled the windows media player and reinstalled it. I have updated all my drivers and also I am on windows 11. I am at a lost and need this to get fixed before upcoming christmas program. when I run it on my HOME laptop it is okay but it does it on the sanctuary computer. anyone with any options or ideas? and I have sent a file for support to review (Oct 15) but no response yet. I lost my TECH and I mean literally he has vanished and will not answer text or calls. I am not a TECH, only someone who creates the presentations.

  1. Sorry about losing your tech guy! All those options you tried are the right things... I am not sure exactly what is happening, but if you call into our support team, someone could remote into your computer and help trouble shoot. Sounds like you submitted an issue with our help menu and haven't heard back? Normally, hardware acceleration needs to be on for things to work well, but turning it off can be a way to help narrow down the issue. Second, the new Video player is, ideally, the one you would use, but we have seen it be a little less forgiving when it comes to the video format. So we have seen some videos ripped off YouTube and other sites cause crashes or slowness. And after they are re-encoded, they work fine. So I would try a simple presentation, and possibly find a video in our Media Browser to see how that fairs, then add back one of your videos, and try to figure out where the issue is coming from. (could it be a specific video or motion background?)
  2. thanks for the reply and I have used several "motion background" templates in the media browser and they lock up. That's where it got started then I realized it also locks up with our purchased videos. I do not use "youtube" videos. I did turn off the hardware acceleration and thought that was the problem. It would run from anywhere from 30 sec to 1 minute before locking up and after turned off the hardware acceleration it made to about 3 minutes then locked up. I did submit issue through the chat menu. I would love to actually speak to someone, what is the #? I would love to do that. blessed by your help.

  3. You can call them here: 8886342038