Troubleshooting Video Playback Issues

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Are your videos choppy, freezing, or of poor quality in general? There are a number of reasons video playback may be poor. Here’s how to determine what’s wrong and how to fix it.

 

Are you running a supported operating system?

While Windows 10 is required to run the latest versions of Proclaim, older, unsupported versions of Proclaim still work on Windows 7. Windows 7 had issues with Windows Media Player (which Proclaim relies on for playback), and though we filed a bug report with Microsoft they are extremely unlikely to patch older versions of the operating system at this point. These issues have been fixed in Windows 10, so upgrading usually fixes the problem.

 

Are your drivers up to date?

If your video used to work great in Proclaim and now doesn’t, you may just need to update your video drivers. This is pretty simple to do, and sometimes it’s all Proclaim needs to be happy with the rest of your system. Video card driver updates don’t always show up in Windows. It’s best to look up the card you have in your PC, then search for official drivers for that GPU and download and install them from there.

 

What’s your graphics card?

Often, PCs will come with an integrated Intel HD or AMD FirePro graphics card that works great for browsing and general use but isn't ideal for a program like Proclaim.

Because computers come with all sorts of different hardware configurations these cards may actually work well in your system, and you may be able to run Proclaim just fine. But combined with low RAM, this is a likely culprit of your video woes. Consider upgrading your graphics card to something with dedicated memory.

 

Is Windows Media Player installed?

Make sure Windows Media Player is actually installed. Some versions of Windows only include it as an optional feature. Get Windows Media Player.

 

Trouble with Live streaming?

If you're having trouble while Live streaming, try running it from another computer. Sending an NDI virtual screen to a second computer can free up memory and help Proclaim run more smoothly.

With that said, use NDI sparingly. If possible, reuse the same output. Running slides, one NDI, and confidence can be fairly memory intensive, so design the NDI output in such a way that it can be used for multiple things at once.

Still having trouble?

Contact support. Some uncommon issues are too technical to get into here and would require you to access and make sense of Proclaim's log files. So, if you require additional assistance, don't hesitate to contact us via chat, an email to support@faithlife.com, or a call at 888–613–3442.

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