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When playing videos, lose the video screen or freezes up.
A read-only archive of old serato.com help threads.

When playing videos, lose the video screen or freezes up.

Product
Video-SL
Version
Video-SL
Scratch Live
Hardware
Ortofon | Serato S-120
Computer
PC
OS
Platform
-
ricofonseca 12:51 AM - 21 March, 2010
Product: video-sl
Computer: pc
OS Version: xp
---

Computer:
Dell Intel Quad Core Q9100 2.26
Windows 7 Professional 64 downgrade to windows XP 64bit
8GB Ram
NVIDIA Quadro FX 3700M 1.0GB Discrete

The computer is used only for serato, when idle it only uses 1% or processor and memory. Totally cleaned except for serato. When using the video plug in two things will happen:
1) The second display will totally lose the video screen, and the video preview screens on the program will dissappear. Hitting video again will not reload plugin.
2) The output screen will freeze up, freezing on a video or going black.

When this happens, I have gone into task manager and noticed the video plugin is completely missing. This problem does not happen on any particular song or at any particular time. All videos are internally stored. Hard drive is 7200 rpm. Sometime the only way to get video back is to exit program completely and reload. Not good thing to do when DJ'ing in a club. This problem will happen both when only the serato box is plugged into the USB's or if my CDJ-400's are both plugged in using midi controls. All videos are pre-analyzed. Using the VGA out on laptop to view video load. Please email if any questions. I would love to find a fix to this as it is extremely troublesome.
Rane, Support
Zach S 3:56 PM - 23 March, 2010
Hello Rico,

Know that the current version of VSL (1.1.1) won't work when using Windows 7.

Make sure your using SSL 1.9.2 and try updating to the VSL 1.2 beta found here --> scratchlive.net

Let us know if your still having issues and we'll go from there:)
ricofonseca 4:21 PM - 23 March, 2010
Now it is Windows 7 but runs windows XP professional downgrade 64bit edition.

I downloaded the 1.2 beta and it will not show any video now. I can start the video plug in and load a video to the deck, but it black on the preview screen and output window. This is new now that I just installed the 1.2 beta.

Where shall I go from here?
Rane, Support
Zach S 11:59 PM - 23 March, 2010
Quote:
Now it is Windows 7 but runs windows XP professional downgrade 64bit edition.

Are you running XP or Windows 7?

There is a bug that will prevent you from seeing any of the VSL screens when updating to SSL version 2.0 and then trying to use VSL in an older version of SSL (1.9.2).

I'm not aware of a workaround other than using 2.0:(

I've asked Serato about this but am waiting on their reply.
ricofonseca 12:59 AM - 24 March, 2010
The laptop is a brand new Dell laptop that came as
"Genuine Windows 7 Professional Bonus 64 - Windows XP Professional Downgrade 64 bit edition"
It runs windows 7 in the background but it is Windows XP.

After I loaded the 1.2 beta, it plays the video files audio but only shows black on the preview screen and the output screen. This is with and without the SL1 attached.

So now I can't play any videos, I don't want to start uninstalling and re-installing stuff as it will just take me back to my original problem. I also don't want to run 2.0 beta as I do all live gigs out in the clubs and cannot risk a crash like I have been having with the videos.

So I have 1.9.2 Scratch live installed and the 1.2 beta plug in. With the 1.2 beta plug in it also installed another version of quicktime.
Rane, Support
Zach S 5:03 PM - 24 March, 2010
Ok.. looking back over your post it looks like the first issue you were having was due to this bug I'm referring to.

Was everything working fine running VSL 1.1.1. and SSL 1.9.2 until you updated to SSL 2.0?

As I said, we are aware of this particular bug but not aware of a workaround.

Let me see what Serato has to say about this.

Hold tight.
Rane, Support
Zach S 10:06 PM - 24 March, 2010
I think I was confused when responding to this post last.
Did you ever update to the SSL 2.0 beta?
Rane, Support
Zach S 10:36 PM - 24 March, 2010
Michael from Serato reminded me that your issue may just be that you need to install the correct codecs to use with VSL 1.2.

Here is a link to that --> www.serato.com
ricofonseca 12:29 PM - 26 March, 2010
Sorry it took me so long to get back to this as I wanted to test it.
Okay I loaded the necessary codecs and got video back again.

I then tested the program by putting it into autoplay, setting up a side display, and then full screening the output. I let it run for 6 hours and it never froze up or crashed.

Then decided to test it in a live setting lastnight. Used my same computer. Had my rane TTM-57sl as the controller. Got about 20 to 30 minutes into the set and it froze up, didn't crash the output screen but froze it. So clicked on the "Windows has encountered a critical error message" Hit don't send. It closed the output window. Went back into the program and unclicked the plug in, re clicked it, and then reopened it. This happened about every 20 to 30 minutes. Very frustrating.

If you get back to me today, I do have my DJ laptop at work with me to try and fix for tonight. Please let me know. Thank you for your help!
ricofonseca 12:30 PM - 26 March, 2010
I am still running 1.9.2 SSL with the 1.2 beta version of Video Plug In. Forgot to put that.
Rane, Support
Zach S 3:44 PM - 26 March, 2010
Hm.. ok.. so was Scratch Live crashing/freezing or was it an issue with VSL?
The two programs run independent of each other so just want to know which one is currently causing you trouble.
If VSL goes down it should automatically be coming back up.
If SSL goes down you won't be able to click on anything in SSL.
Let me know and we'll go from there;)
ricofonseca 4:32 PM - 26 March, 2010
Scratch Live stayed up and running. The VSL was what went down. It would be up for about 20 to 30 minutes, it would freeze on both the ouput screen and on the preview screen within program. As I said, SSL stayed running and updating. An error message would come up on the output screen above the frozen video stating "windows has encountered a critical error" . Wish I would of had time to capture the error. Once you clicked don't send, it would close the output window automatically and you would see the desktop background.

The SSL would still be running BUT the preview screens would still be frozen. I went into setup, unclicked the VSL plug in screen, re clicked it and it would be back up on the program. Then clicked the video button and it would reopen the output screen and be fine again. Then 20 to 30 minutes later it would freeze up again.

As I said, I did a test run with the SL1 box plugged in and let it run with the output screen full for about 6 hours, no errors. I am very purplexed but would love to fix this problem.

I absolutely appreciate all your help on this matter, if we can get this fixed you will be my hero.
Rane, Support
Zach S 5:06 PM - 26 March, 2010
It is strange that it was running fine at home for 6 hours.
Were you just playing one file at a time during this test?

If you open your Task Manager and look at how much CPU your computer is using when running the programs what do you see?

Is it peaking to 100% cpu when VSL crashes?
ricofonseca 6:51 PM - 26 March, 2010
I just plugged in my SL1 box, plugged in my side screen, started the video plug in and running full screen, started running two videos at same time using an effect to have it crossed faded and trying to use as much processor as possible.

I am at 42% CPU usage and 2.23GB PF usage. This is a pretty HUGE computer. I have every single thing turned off but this program. It shouldn't EVER get to 100% cpu.

I will keep it running both videos with it cross faded in the middle and effect on for a little bit and see if I get anything.
ricofonseca 8:14 PM - 26 March, 2010
Well, I have had two videos running at same time on autoplay cross faded with an effect for over an hour and it has not had any problems. So I guess look at the other variables.

We had an TTM-57sl hooked up as the mixer, decks running on relative instead of internal. Mixer plugged into the cpu, two hard drives hooked up to the cpu via USB. Right now running all the videos internally. Those are the variables that are different.
ricofonseca 8:55 PM - 26 March, 2010
It finally froze up playing two videos at once testing it. The same error came up. I cannot see the entire error as it has the serato previews on it but it is an Microsoft Visual C++ Runtime Error. That is the same one that has come up every time. Can you help.
Rane, Support
Zach S 4:45 PM - 29 March, 2010
I'm not sure if you running XP on a Windows 7 machine is part of your problem.

Lets strip your setup down to the bare bones to try and figure this out.

First, download a couple test videos here --> scratchlive.net

Once done, unplug any external drives you may have connected.

If you open SSL and still have music/crates, shut down SSL, rename the ScratchLIVE folder located in your My Music folder on your internal drive so it reads ScratchLIVE1.

Now re-open SSL and you should have a completely empty library.

Now import the test videos from the link above.

You should only have those videos in your library at this point... no audio either.

Test with these videos for an extended period of time.

The idea is we need to figure out if the issue is with your computer, the files your playing, VSL, SSL, or Quicktime.

Let me know your findings and we'll go from there.
ricofonseca 2:33 PM - 30 March, 2010
I am testing now.

It froze up again over the weekend in live setting. It did it about every 30 to 40 minutes and everytime the error:

Microsoft Visual C++ Error

came up.
ricofonseca 5:01 PM - 30 March, 2010
I have ran those videos on loop for over three hours simultaneously crossfaded and there has not been the error message or freeze up.

What is the next step?
ricofonseca 2:26 PM - 31 March, 2010
I am starting to get on a time crunch as I am slated to Video DJ for an event at the NCAA Final Four.

Would it help if I brought the computer up to Windows 7? I just purchased the laptop with the XP downgrade as I was under the impression the program worked better with it.

Please advise the best action to be taken at this point.
Rane, Support
Zach S 4:17 PM - 31 March, 2010
If you've done that test and your not having issues then the problem doesn't seem to be VSL or your computer/software versions.
I'm guessing your issue is going to be the files your playing.
Test using your files again. If VSL freezes please upload the file it froze on to this post so we can take a look at it.

I would not suggest updating to Windows 7.
Lets look at your files and go from there.
ricofonseca 4:29 PM - 31 March, 2010
I will run the test again using actual videos. I hope we figure out something soon.
All my MP4 files are coming from Promo Only disk so they should all be in proper working order.
Rane, Support
Zach S 5:14 PM - 31 March, 2010
Do you use any converting/ripping program or run your files through any other program?
ricofonseca 6:22 PM - 31 March, 2010
Nope, all straight from promo only.
ricofonseca 4:29 PM - 1 April, 2010
I let the computer run for 3 hours yesterday evening running two decks simultaneously in autoplay of videos. It did not freeze up but still worried about running it this weekend.

Shall I run another test??
ricofonseca 2:31 PM - 6 April, 2010
I ran the program this weekend and it froze up every 40 minutes or so with no rhyme or reason to a specific video I was running.

What do I need to do now to get this on the fast track to fixed?
Rane, Support
Zach S 10:57 PM - 6 April, 2010
If its working fine at home but not at the club its got to be something in the environment at the club causing it to happen.
Does your laptop get hotter when playing at the club?
Have you tried using a cooling pad or fan when at the club to keep the temperature down?

Is there any gear at the club your using that your not using at home that might have some effect?
ricofonseca 12:31 PM - 7 April, 2010
I do use a laptop cooling fan at all times.
I used it the other night without anything hooked up to it and it froze up as well again.
I normally hookup two cdj 400's via usb to manipulate the software plus the 57sl.
ricofonseca 5:55 PM - 7 April, 2010
Is there anything internally I can do to speed this up or get more in depth. Talk to anyone on the phone, this process doesn't seem like it is efficiently getting to the problem. You are doing your job, don't get me wrong but I need to get this resolved as it is costing me money.
Rane, Support
Zach S 11:24 PM - 7 April, 2010
You can call us --> scratchlive.net but unfortunately figuring out your issue isn't going to be an easy or fast fix over the phone.
Everything I've asked and suggested here would be what I would say to you over the phone.

Is there anything different your using in the club that your not using at home or vice versa?

Is the temperature hotter in the club thus possibly causing your comp to overheat?

You may be able to download and use some type of temperature monitoring program to monitor the temp of your computer.
Unfortunately I don't know of one to use on an XP machine but I would suggest contacting the manufacturer of your computer and ask them. There may be a specific one for the motherboard in your computer.

So far.. your not having issues at home and only at the club.
It would seem there would be a difference between the two that is causing your issue don't you think?
ricofonseca 1:46 AM - 9 April, 2010
Thats the thing, it has froze up while testing it at home. For heat issues, I even take out the battery to allow for more air flow so I don't feel like it is a heat issue.

Do the error messages that come up not tell you anything?

I bought this computer specifically for this use, it is a huge laptop. There isn't any rhyme or reason as to why it happens so I am ready to do anything to get this fixed.
Serato
Sean.C 1:52 AM - 9 April, 2010
can you let me know the model number of your Laptop please?

thanks

S
ricofonseca 12:49 PM - 9 April, 2010
Thank you for your help.

Dell Precision Workstation M6400 64bit
Specs:
Intel Core 2 Quad Q9100 2.26 Ghz 12M L2 Cache 1066 Mhz
Windows 7 Professional Bonus 64 DOWNGRADE to Windows XP Professional
8GM Ram
NVIDIA Quadro FX 3700M, 1 GB Discrete

Should I just of got a mac? Does the program handle better on a mac?
Rane, Support
Zach S 6:46 PM - 9 April, 2010
Quote:
I let the computer run for 3 hours yesterday evening running two decks simultaneously in autoplay of videos. It did not freeze up but still worried about running it this weekend.

I was under the assumption when you ran the test I posted above, when running the test videos, you weren't having any issues?
Did your crash start happening after you started playing your own video files?

I would highly suggest using a Mac with VSL and SSL.
Most issues we deal with, especially with VSL, are PC related.
ricofonseca 7:22 PM - 9 April, 2010
If you have all these issues with PC version why even offer it on a PC and screw around with peoples livelyhood. Why not just release for MAC only or offer a warning message if you are releasing a PC version.

I am extremely frustrated. I just purchased this laptop, it was $3,800 just to DJ videos with. It is a massive laptop that can handle pretty much any program out there.

I am trying to come to a resolution and make this thing work now as I cannot afford to get another computer.

The videos I run are all authentic, on the internal hard drive, and of good quality. When I ran your loop graphics I did not have a freeze up. But when running videos I have had these problems.

I have uninstalled everything, I have deleted all the USB drivers stored in the CPU and reinstalled the new 2.0 version. With this version Windows 7 64bit drivers are actually included. So I have now loaded my SL1 box with a Windows 7 64bit driver. Like I said, it runs XP but is preinstalled with Windows 7 to make it 64bit. So maybe that will make a difference. I have also reinstalled the 1.2 VSL instead of the 1.1.1. I am going to test these and see what I find out.
ricofonseca 10:35 PM - 10 April, 2010
Tested the new setup lastnight in the club and let me say that it does run considerably much better. I did have one freeze up where I had to turn off my video plug in and restart.

Let me ask you this, everytime that happens the Microsoft Visual C++ error comes up. What runs off that and why does that error come up? I think I have the 2005 edition pre-loaded in my computer. What uses that and is that what is causing the freeze ups? Should I and how do I upgrade?
ricofonseca 4:27 PM - 12 April, 2010
Alright so it is freezing up again. I have however finally got to see the
Microsoft Visual C++ Runtime Library error

It reads:
Runtime Error
C:\program Fil................
This application has requested the Runtime to Terminate it in an unusual way. Please contact the application's support team for more information.

There isn't a program for this but I did see in the uninstall a way to remove Visual C++.
Is this something needed for windows to run properly? Can I remove? Is there a fix in the program. Looks like this is what is freezing it up or contributing.

Please advise.
Rane, Support
Zach S 11:34 PM - 12 April, 2010
I'm sorry troubleshooting this is taking so much time.
I can understand your frustration.

Unfortunately there is no easy way to troubleshoot this.

Apparently we know that VSL and SSL work fine when only using the test videos.
This leads me to believe the problem is your video files, or the files being read from your external, if your still using your external.

With that said, lets try stripping your setup down as we did above but this time use 5 of your own files.
Just so we're clear... we want every file out of SSL except five of your files.
Analyzed those five files to make sure they aren't corrupt and then test with those files for an extended period of time.
If SSL or VSL crashes when using any of these files please upload the file(s) so we can take a look at them.

Let me know how you get along;)
3:00 PM, 14 Apr 2010
ricofonseca attached a file: WU-TANG CLAN - GRAVEL PIT (132).mp4
Download· Permalink
3:11 PM, 14 Apr 2010
ricofonseca attached a file: 34 - I Love Rock And Roll - Joan Jett The Blackhearts.mp4
Download· Permalink
ricofonseca 3:12 PM - 14 April, 2010
Okay, here are my findings.

I chose 7 of the same videos on each deck. I created two seperate crates to store the videos in. Two videos of which the program has froze up on before. I put on autoplay and let play for an hour.
The crossfader was set at 1/2 with the grid 2x2 effect on.
CPU was running at a 39% usage.

The computer froze up about 20 minutes in on these attached two videos. They had already played a few times.

All files were RE-analyzed after loading SSL 2.0. It did not say any corrupt files.

Alright, lets get this thing fixed.
Rane, Support
Zach S 3:22 PM - 14 April, 2010
Quote:
I chose 7 of the same videos on each deck. I created two seperate crates to store the videos in. Two videos of which the program has froze up on before. I put on autoplay and let play for an hour.

Did you make sure every other file wasn't in SSL.. either in a crate or in the 'All Videos' section?
Its imperative to do this test with a completely empty library... aside from the 7 tracks your choosing to test with.
Otherwise the crash could be occurring from other files in your SSL library.
Just want to make sure we're testing it correctly.
ricofonseca 6:05 PM - 14 April, 2010
I will redo.
6:58 PM, 14 Apr 2010
ricofonseca attached a file: 01 - Bad Romance - Lady GaGa.mp4
Download· Permalink
7:14 PM, 14 Apr 2010
ricofonseca attached a file: Akon-Right Now (Na Na Na)-Universal Motown.mp4
Download· Permalink
ricofonseca 7:17 PM - 14 April, 2010
Did exactly what you said, got rid of all files in the directory but the 6 I was playing. Played for maybe 15 minutes and froze up on these two videos.
Rane, Support
Zach S 4:58 PM - 15 April, 2010
Ok.. I'm testing the two vids now.
I can tell the Akon has not been encoded correctly as its playing very choppy and is spiking the cpu on my XP machine.
Did you convert the file using Handbrake?

Its looking like your problem is the files your playing.
You may need to reconvert them using the current Handbrake preset --> scratchlive.net

I'll let you know how my testing turns out.
ricofonseca 7:54 PM - 15 April, 2010
Hmmm okay. Akon was downloaded from my12inch.com which is a very legit DJ service. Bad Romance was received from Promoonly MP4 disc.

So should I run all my video files through this handbrake?
Rane, Support
Zach S 5:06 PM - 16 April, 2010
I would first run the Akon track through handbrake and compare the converted version with the non converted version so you can see the difference.
If it works well, which it should, I would then use Handbrake to convert the rest of your files.
ART-2 1:30 AM - 27 May, 2010
I have the same problem and been reading a lot I mean a lot of people having problem with videos frozen in the middle of gig thats really F(*^((*g bad, even people with Macs but if that is the case just tell me exactly the model number of a Mac laptop that can work with no issues what so ever I mean you have to make sure you have to guarantee this and I will buy it right now just to test it and tell everyone in the forum and in the world because you guys are dragging this and please dont give me any more explanation or any more bolone and give me straight answer, just the model number of a mac or pc that works flawlessly with ssl and vsl. thank you and as soon as I get the model number, I will buy that computer test it and give everybody the f*&%*g answer to our problems.