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H.264 video files grey screen with 14.2

Hi Craig, I'm trying wirecast 14.2 demo but H.264 files (mp4 or mov) appear with a grey rectangle instead regular video. Audio is ok.

With 14.1 there isn't any problem...

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  • I have the same issue as above.  I'm using:

    windows 10 pro version 20h2 OS build 19042.985 with Intel Xeon Cpu x 675@3.07 Ghz and 3.06 GHZ ( 2 processors) Ram 16

    X 64 processor. 930 GB SSD with 821 GB Free.

    EVGA - SUPER SC ULTRA GAMING NVIDIA GeForce GTX 1650 SUPER 4GB GDDR6 PCI Express 3.0 Graphics Card -Any help that you may give we will be grateful for.

    Like
  • Emmanuel De Donato said:
    but H.264 files (mp4 or mov) appear with a grey

     Perhaps we broke compatible with the codec. Can you link to the file so we can download and test?

    James Moser said:
    I have the same issue as above.

     Link to the file. Perhaps there's a common file both of you are using that we broke compatibility with. 

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    • CraigS Just sent the link case #00826585

      Like
      • CraigSModerator
      • Telestream Desktop Forum Moderator
      • CraigS
      • 1 mth ago
      • Reported - view

      James Moser Did you include the video or a link for it to be downloaded?

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    • CraigS I didn't it does the same thing no matter what video is loaded into wirecast.  you can log into team viewer if you would like Session Code s15-082-987

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      • CraigSModerator
      • Telestream Desktop Forum Moderator
      • CraigS
      • 1 mth ago
      • Reported - view

      James Moser I really need a specific file to test first. I need to check in a few ways that I can't do in Team Viewer. If the file works for me then I can check with you in Team Viewer to see if there's a local issue to you.

      Like
    • CraigS below is one of the videos that there is an issue with.

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      • CraigSModerator
      • Telestream Desktop Forum Moderator
      • CraigS
      • 1 mth ago
      • Reported - view

      James Moser examining file now.

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      • CraigSModerator
      • Telestream Desktop Forum Moderator
      • CraigS
      • 1 mth ago
      • Reported - view

      James Moser 
      Works for me without issue
      For me Wirecast 14.2 and Windows 10 20H2 so we're on the same versions.
      I'm thinking it might be a GPU decode issue.
       

       

      GOP structure in our analysis tool (since that can be an issue) looks good.
       

      Standard H.264 (AVC) High Profile Level 4.2 Entropy CABAC
       

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      • CraigSModerator
      • Telestream Desktop Forum Moderator
      • CraigS
      • 1 mth ago
      • Reported - view

      James Moser Download the free trial of Telestream Switch and tell me if the file plays in that?
      Wirecast and Switch have the same built-in file player so if it plays or not in Switch that will tell me something. Possibly a GPU decode issue. Since you're on Xeon you don't have an integrated GPU to switch to.

      Do you have an Apple ProRes file to test?
      I can attach one for you if you don't.
      That will let me know it's an H.264 decode issue.
       

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    • CraigS Edition    Windows 10 Pro
      Version    20H2
      Installed on    6/10/2020
      OS build    19042.985
      Experience    Windows Feature Experience Pack 120.2212.2020.0
       

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    • James Moser file played just fine on switch.  

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    • CraigS I do not have an apple prores file to test

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    • James Moser converted on handbrake still doesn't work on wirecast.

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      • CraigSModerator
      • Telestream Desktop Forum Moderator
      • CraigS
      • 1 mth ago
      • Reported - view

      James Moser 

      Here's a very tiny 480x720 ProRes Proxy version of your file.
      Let me know if it plays.
      If it days it may indicate an issue with H.264 decoder.

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    • CraigS The ProRes Proxy version you sent me plays just fine

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      • CraigSModerator
      • Telestream Desktop Forum Moderator
      • CraigS
      • 1 mth ago
      • Reported - view

      James Moser Thanks That confirms it's an H.264 decoder issue.
      Started investigation WIRE-18853
       

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  • Emmanuel De Donato
    Can you post your complete system specs as well?
    Can you test the Apple ProRes file as well?
     

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    • CraigS tested the ProRes file and it works well.  Device name Streaming_PC
      Processor Intel(R) Xeon(R) CPU           X5675  @ 3.07GHz   3.06 GHz  (2 processors)
      Installed RAM 16.0 GB
      Device ID 992A2F57-EED0-4347-B557-37EC6BBCD963
      Product ID 00330-71315-69162-AAOEM
      System type 64-bit operating system, x64-based processor
      Pen and touch No pen or touch input is available for this display
      Edition Windows 10 Pro
      Version 20H2
      Installed on 6/10/2020
      OS build 19042.985
      Experience Windows Feature Experience Pack 120.2212.2020.0
       

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      • CraigSModerator
      • Telestream Desktop Forum Moderator
      • CraigS
      • 1 mth ago
      • Reported - view

      James Moser See questions about the GPU, software, drivers below.

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    • CraigS very simple pc...

      Pentium G4560

      8 GB DDR4

      Integrated graphics Intel HD 610

      Windows 10 Pro 64bit 20H2

      For ProRes test I'll try this evening...(now I'm not at work)

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  • James Moser said:
    EVGA - SUPER SC ULTRA GAMING NVIDIA GeForce GTX 1650 SUPER 4GB GDDR6 PCI Express 3.0 Graphics Card

     If you have any GeForce or NVIDIA "Experience" or any of their software other than the driver, please remove, reboot and test.

    There are also two different drivers for that card.
    Which do you have installed?
    Can you try unistalling that driver and installing the other driver and rebooting?
     
     

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    • CraigS deleted Nvidia Driver. reboot PC then installed most up to date studio driver.  Still having the same issue.  Please advise and thank you for helping me!

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      • CraigSModerator
      • Telestream Desktop Forum Moderator
      • CraigS
      • 1 mth ago
      • Reported - view

      James Moser Update to Wirecast 14.2.1 ASAP and test with an H.264 file in a new document.

      If the 14.2.1 update doesn't fix it then uninstall the Studio Driver and install the Game Driver and test that.

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    • CraigS does the same thing with Studio Driver and Game Driver

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    • James Moser Upgraded to the 14.2.1 it appears to show video just fine now.

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      • CraigSModerator
      • Telestream Desktop Forum Moderator
      • CraigS
      • 1 mth ago
      • Reported - view

      James Moser See the other request regarding generating logs. At this point we think it's something other than the GPU impacting decode.

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      • CraigSModerator
      • Telestream Desktop Forum Moderator
      • CraigS
      • 1 mth ago
      • Reported - view
      James Moser said:
      Upgraded to the 14.2.1 it appears to show video just fine now.

       That's great to hear. Seems the developers may have been aware of something and fixed as part of this release.

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  • Emmanuel De Donato said:
    For ProRes test I'll try this evening...(now I'm not at work)

     You may also want to test 14.2.1 which was just released.
    It's possible your CPU is below minimum specs as 6th Gen i5 is minimum although that may not be a factor.

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    • CraigS I don't think that CPU is the problem...tons of stream always with 25-30% load.

      Same pc but Wirecast 14.1 was perfect!

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      • CraigSModerator
      • Telestream Desktop Forum Moderator
      • CraigS
      • 1 mth ago
      • Reported - view

      Emmanuel De Donato Thinking that maybe we made a change that impacted H.264 decode on the GPU but, yes, it could be something else.

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  • James Moser Emmanuel De Donato

    Please follow the following instructions to generate logs we can use to analyze this.

    • Hold Shift and then Wirecast > Preferences.
    • Go to the now visible Debug option
    • Turn On Multimedia Logging


     

    • Then import an H.264 file and attempt to play it.
    • Save your document.
    • Quit and restart Wirecast
    • Then go to Help > Send Support Information and use the Save Report button.
    • Attach the report log to this forum.
       
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    • CraigS Just sent you the report that you requested.  Everything appears just fine now.  The update that came out today must have worked

      Like 1
    • CraigS done with 14.2.

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    • CraigS yes, all fine with 14.2.1!

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      • CraigSModerator
      • Telestream Desktop Forum Moderator
      • CraigS
      • 1 mth ago
      • Reported - view

      Emmanuel De Donato James Moser 
      That's good to hear. Seems we made a change in 14.2 that was fixed in 14.2.1

      BTW you can both disable MultiMedia Logging if it hasn't done so already.

      Like
  • James Moser said:
     Just sent you the report that you requested. 

     Did you get a case number for it?
    If it's anonymous we can't tie it to your report for any follow-up.

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  • Craig,

     Admittedly I have an older desktop, shockingly old (10+ years) however it owes me no favors anymore. Still runs good & was 8GB ram which I upgraded to 16gb back around 2015. Anyway I too had the grey screen on video playback. I tried a few of your suggestions but rather than post about something with a seemingly obvious fix (get a new PC) I found the previous versions link and downloaded the version from around October, 14.0.4, which does work. This helps greatly as it saves me in the near term, as I hadn't used WC in a while, but figured I'd upgrade to the newest version when I logged back on.

     

    Anyway 14.2 did playback videos on my laptop, so it's isolated to me desktop, and again, I think we know the cause is likely an out of date graphics card or processor. Anyway, will buy a new one in time, for now glad it's working. I figured I'd post in case others do over the next few weeks about this, that it likely is partially an end-user cause.

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      • CraigSModerator
      • Telestream Desktop Forum Moderator
      • CraigS
      • 3 wk ago
      • Reported - view

      Dave Barnitz Thanks for that report on 14.0.4. I believe 14.1.1 would also work. It was just broken in 14.2 in certain systems as you note. We had to make a slight change in how the files are decoded for certain systems in 14.2.1.

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