Designer Basic Troubleshooting

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• Check the newest issues. Notable for support
• Check for recent update notes

Steps 1 through 5 are essential.

Provide Screenshots or Video

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1. Affected Customer
2. Error Message and Condition
   1. Before After
   2. Condition (Ex. The Designer crashes).Possible cause?
   3. Download Designer logs
3. Designer and Content Manager Version
   1. Designer (Release XX.XX.XX) Content Manager (Release XX.XX.XX)
   2. How to check CM and Player versions
4. When? If it is reproducible and you do not know the exact time, reproduce it again and record the time so that you can easily point out the error from logs.
   1. Time and date DD;HH:MM
   2. New installation? After updating?
      • A previous ContentManager Version (Release XX.XX.XX)
      • A previous Designer Version (Release XX.XX.XX)
5. What Kind of Troubleshooting Have You Done?
   • Restarted PC. Tried on other computers.
6. A Particular Media File
   1. Send a suspicious file to Support
   2. .png .sca size of file XXX MB (Width ????? X Height ????) Scala Designer Page size ( ???? X ????)

1. How was it created? Which software?
2. Video file Check a Video Coding
   1. Mp4 file Video Codec H.26X MPEG-4. Resolution: ?????x???? Frame Rate XX.XX Audio Codec MPEG AAC audio(mp4a) sample rate XXXX Hz XXX MBH.264/HEVC/MPEG-4, the audio track should be in AAC (Advanced Audio Coding) format.
   2. If you are using H.264 file, check CABAC or CAVLC CABAC is not supported
3. A corrupted media file, unsupported media file or too high resolution causes the issue. Try to play without a suspicious media file.
   1. Supported media file
4. Convert the file to different formats
   1. Convert .Tiff to .PNG. PNG offers fully lossless compression
   2. If it is laggy and CPU usage is high, reduce the size of files.
      • Check PC Performance
      • 1920x1080 1,280x720 720x480
      • How to convert video files
5. Reduce the Designer page size, Content Manager frame size and number of frames
1. OS Version
   1. Windows XXXX 64 bit?
   1. Does the Issue Happen on a Different PC?
      1. Provide reproduce steps with pics.
2. PC Detail
   1. CPU, Memory, RAM, Graphic card x ?, model of PC
   2. From an Administrative Command Prompt: MSINFO32.EXE /report YYMMDD_CUSTOMERNAME_PLYRPC_SysInfoRpt.TXT

1. MMOS.ini MMOS Advanced Settings
2. Naming files, paths and spaces
   • Avoid Windows reserved characters such as * . ” / \ [ ] : ; | = , ＋for File names
     • Player cannot download a filename that contains a semicolon Fix Version/s:12.00 (Kansas)
     • Player cannot download a filename that contains %
     • 11.02.XX If a network name has a space, Android Players can not download the file.
   • https://msdn.microsoft.com/en-us/library/windows/desktop/aa365247(v=vs.85).aspx
   • https://msdn.microsoft.com/en-us/library/windows/desktop/aa368590(v=vs.85).aspx
   • Up to 256 alphanumeric characters
3. Other Factors
   1. Firewall
   2. Antivirus software
   3. Proxy server
   4. HTTPS
4. Common Problems are often Resolved in Software Patches
   • System requirements and installing Designer
   • Download Designer Updaters