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Troubleshooting

Troubleshooting

Application quits unexpectedly

There are four possibilities:

1. There is an ATI graphics driver issue introduced in Apple’s Mac OS X 10.7.5 (Lion) update that affects PlaybackPro and PlaybackPro Plus. If you have an ATI graphics card and are running 10.7.5, please chose one of these options:

a. Upgrade to Mac OS X 10.8 (Mountain Lion), available from the Mac App Store

b. Upgrade to latest versions of PlaybackPro or PlaybackPro Plus which work around the issue.

2. A QuickTime component may be corrupt or is not compatible with current version of the operating system. An easy way to troubleshoot QuickTime components is to move all unneeded components to another location (we recommend creating a folder called ‘QuickTime unused’ in the same directory) and test. The default components are located in the following locations:

System/Library/Quicktime

  • AppleGVAHW.component  (not in 10.6)
  • ApplePixletVideo.component
  • AppleProResDecoder.component
  • AppleVAH264HW.component
  • QuartzComposer.component
  • QuickTime3GPP.component
  • QuickTimeComponents.component
  • QuickTimeFireWireDV.component
  • QuickTimeH264.component
  • QuickTimeIIDCDigitizer.component
  • QuickTimeImporters.component
  • QuickTimeMPEG.component
  • QuickTimeMPEG4.component
  • QuickTimeStreaming.component
  • QuickTimeUSBVDCDigitizer.component
  • QuickTimeVR.component
  • Library/Quicktime
  • AppleIntermediateCodec.component (not in 10.6)
  • AppleMPEG2Codec.component (not in 10.6)

Home Folder / Library

We recommend removing any components from this location.

Some of these locations are hidden by later versions of the operating system. Use the Finder’s ‘Go To Folder…’ feature.

There are some specific components that have known issues such as Perian, 3ivx and older versions of Flip4Mac.

3. Some Apple ProRes files coming from Final Cut Pro 7 will cause PlaybackPro or PlaybackPro Plus to quit unexpectedly.

Transcode the file(s) to Apple ProRes 422 using Quicktime Player, MPEG Streamclip or Compressor. Using the exact settings as the source material will create an identical file that will no longer have the issue.

Checking “Recompress All frames” while exporting from Final Cut Pro will avoid most problems encountered with Apple ProRes.

4. A small memory leak on newer systems with Nvidia graphics and Mavericks 10.9.x can cause PlaybackPro (Plus) to become unstable and even quit after 30 + hours of continuous playback.   Apple fixed this issue in Yosemite (10.10.x) and an upgrade to OSX 10.10.x or greater is recommended.

If an OSX upgrade is not possible a shut down can be avoided by simply relaunching the PlaybackPro (Plus) application periodically (every few hours).

Clip is playing but I don’t see an image

If a video clip is playing in PlaybackPro or PlaybackPro Plus but no image is seen, the QuickTime component for that video type may not be installed. To resolve, either re-encode the original content into a compatible QuickTime codec or install the QuickTime component for that file type. Not all file types have 3rd party QuickTime components.