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

    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

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    • CraigS done with 14.2.

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    • CraigS yes, all fine with 14.2.1!

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      • CraigSModerator
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      • CraigS
      • 1 yr ago
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      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.

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