Episode 7 won't open/start?

Was using Episode 7 which was working fine, then I went to open Episode 7 today and it won't start?? Just shows the logo trying to load up and that's as far as it gets? Left it for a couple of hours and nothing. It did have an error screen saying it was trying to connect, so I restarted the software/then rebooted the system a couple of times, but on trying to start the software again it just doesn't connect and hasn't shown the error message again so can't give further details??

I need this software urgently for converting material for broadcast use today, please help advise at the earliest.

 

Thanks

 

Rob

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  • Have you updated to Episode 7.1? What OS?
    If you're in a networked environment, try removing it from the network (take the computer off the network) and test.
    Nest create a New User Admin account and test from there. That might indicate a user based corrupted file.

    In the problem user account I'd recommend deleting the following files:

    User/Library/Application Support/Episode/Assistant.plist 
    User/Library/Application Support/Episode/Assistant.xml 
    User/Library/Application Support/Episode/IOServer.plist 
    User/Library/Application Support/Episode/IOServer.xml 
    User/Library/Application Support/Episode/Node.plist 
    User/Library/Application Support/Episode/Node.xml 

    User/Library/Preferences/net.telestream.episode7.plist 
    User/Library/Saved Application State/net.telestream.episode7.savedState 
    User/Library/Caches/net.telestream.episode7

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  • Thankyou for the feedback above, I've checked and I am using Episode version 7.1.0.7423 and also I am using Episode on a PC (Windows 10 - 64bit).

    The PC is a stand alone desktop work station not on a Networked environment (Guest Network, helps in obtaining updates for software etc... no limitations/similar to a home network), I can switch off the firewall for any system amendments similar to the above.

     

    Any further help/advice like the above would be greatly appreciated.

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  • Hi,

    I've gone and renamed the files:

    Assistant.xml 
    IOServer.xml 
    Node.xml 

    and 
    C:\Windows\Temp\Episode 
    C:\Windows\Temp\EpisodeCache 

    Then rebooted. This has made no difference. Episode just sits on a connecting to node splash screen.

    Here is what comes up in event viewer (repeatedly, about 8 times every time I try to launch Episode) :

     

    The description for Event ID 1 from source Episode ClientProxy cannot be found. Either the component that raises this event is not installed on your local computer or the installation is corrupted. You can install or repair the component on the local computer.

    If the event originated on another computer, the display information had to be saved with the event.

    The following information was included with the event: 

    Episode ClientProxy IO Error

    Local Node got k_connect_failed

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  • Please don't rename the files. Delete them.

    Otherwise create a New User Admin account and test in the new account. That will determine whether it's a user or system based issue. Also eliminate the possibility of a networked related issue but taking the computer off the network and testing.

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  • Hi

    Didn't get a chance to try the above however Episode has started working again for no reason what so ever???? I've had a lot of work on so have got round to trying the above suggestion, but considering Episode 'crashed/froze' and then a week later started working again for no reason, do you know why this would be? It's not the first time Episode has done this?

    Reply Like 1
  • It's possibly an aberrant file was cleaned out and replaced in an OS maintenance routine. 

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  • ok, is there a way in which I can prevent this from happening again? The reason being is that Episode crashed and was not operational for 7 consecutive days which caused havoc in us converting material for broadcast on a daily basis  (was an average week, not busy luckily, but enough).

    All other software was working fine on the same machine including Telestream Pipeline and only Episode crashed??? Going from the information of the error in the previous posts:

     

    'The description for Event ID 1 from source Episode ClientProxy cannot be found. Either the component that raises this event is not installed on your local computer or the installation is corrupted. You can install or repair the component on the local computer.

    If the event originated on another computer, the display information had to be saved with the event.

    The following information was included with the event: 

    Episode ClientProxy IO Error

    Local Node got k_connect_failed'

     

    If the above issue happened tomorrow, for example, how would I fix this, as we are quite reliant on Episode?

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  • Generally if you toss the files I listed in my first post that should clear it up.
    Depending on what else the machine is used for, you could create a user account dedicated to Episode. Or quickly create such account to get back up and running. Baring a system issue, often such issues are related to something in the user account. 

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  • Apologies for delayed response!! Thankyou Craig, we'll follow these steps should the issue happen in the future and thanks again for your help!

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  • You're welcome of course.

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  • Hi Guys

    So I have come across the same issue again, bit sooner than I expected, but basically I get the 'loading screen' appear and that is it. I've left it for 4 hours and it just sticks to the load screen (please see attachment).

    With regards to the above advice, this is all for MAC folders whereas I am working on a Desktop Windows PC and I had an IT Rep responding and working on this. I don't believe it got fixed, but it just started working again after a week?

    Could you list where on a WINDOWS PC I can locate the files I need to DELETE in their folders please, and in the meantime I will try to get an IT Rep to fix our issue. Reason being is that this is used for organising material for broadcast.

     

    Thanks

     

    Rob

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  • C:\ProgramData\Telestream\Episode 7\
    Node.xml
    Assistant.xml
    IOServer.xml

    With this KBase article is for Episode 6, it should be relevant to Episode 7 as well (the need for Quicktime may not be).

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  • While this KBase is relative to Windows 7 and uninstalling Episode 6, the directories for the various components should be similar.

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  • Hi Craig

    Thankyou for your prompt reply and advice, very appreciated. I was also in talks with the Premium Support as this is an urgent issue and they advised the following:

     

    Please go to User Account Control Settings and move the slider bar down to 'Never notify'.

    Search Services and scroll down to Episode Services. Right click to start any Episode Service that is not running.

    Launch Episode 7.1, go to Preferences Update, and click 'Check now'. Episode 7.2 has been released. Please update.

    Alternatively, you can download Episode 7.2 from the Episode download page here:

    http://dynamic.telestream.net/downloads/download-episode.asp?prodid=episode

     

    I can confirm following the Premium Support advice has worked and got my Episode 7 rectified, seems there was an issue co-relating to my updates which was preventing Episode from working (when a new update is released it shuts down my Episode)?! However thankyou again for your kind help CraigS!! 

     

    Best,

    Rob :-)

    Reply Like 1
  • Great to here support helped you get it working again.

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  • If this happens again, try this:

    1. Hit Ctrl-Shift-ESC to open up Task Manager
    2. Switch to the Processes tab (Win 7) / Details tab (Win 10)
    3. Look for "EpisodeClientProxy.exe" - Is it sitting there consuming some amount of CPU, continuously? If so, select it and kill it (End Process/Task)

    Episode will then finish launching but chances are you won't be able to submit any new jobs (the button will be disabled) - just quit Episode and re-launch it.

    These days I just check Task Manager prior to launching Episode, and 9 times out of 10 EpisodeClientProxy is stuck in the background sucking up CPU doing god knows what. This happens after you have left the system idle for a some period of time; Like every day I logout of my workstation, and when I log back in the next day it's doing it, but I've had it do it in the middle of the day when it's been sitting there for only a couple hours.

    I've deleted all those XML files a dozen times and uninstalled/re-installed several times (mostly as part of version upgrades) and it never works permanently.

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  • Bob Maple Thank you very much for those troubleshooting techniques.

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