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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.

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

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      • CraigSModerator
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      • CraigS
      • 1 yr 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 yr 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.

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

      • CraigSModerator
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      • CraigS
      • 1 yr ago
      • Reported - view

      James Moser examining file now.

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      • CraigSModerator
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      • CraigS
      • 1 yr ago
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      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 yr 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
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      • CraigS
      • 1 yr 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.

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

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      • CraigSModerator
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      • CraigS
      • 1 yr ago
      • Reported - view

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

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    • CraigSModerator
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    • CraigS
    • 1 yr ago
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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
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      • CraigS
      • 1 yr 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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    • 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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    • 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
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      • CraigS
      • 1 yr 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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