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Exporting causes app to crash
I've just started using Silverback and have recorded 6 sessions. Two of these sessions are failing to export, causing the app to repeatedly crash every time. What can I do to recover these videos? I want to recommend this to others at my company, but I'm afraid this has ruined my experience.
I’m frustrated
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Hi Guys,
We've just pushed a new release (1.0.2) which has improved memory handling and multi-threading support. This should have fixed the majority of these issues so I'd be grateful if you could grab the update and let me know how you go.
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The company and 1 other person say
this solves the problem
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Hi Guys,
I just wanted to say that I'm really sorry to hear you've been having problems with our app. A small number of people have been experiencing crashing issues when exporting long files. We're aware of the problem and have implemented a fix which we'll be rolling out in the next couple of days. In the meantime, if you have been experiencing these problems, please send me (andy@clearleft.com) your contact details and I'll email you an updated version straight away.
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Inappropriate?Hi SM,
Really sorry to hear you've been having problems. If you can give me some more info we'll look into it and get back to you as soon as possible.
First off at what point is the app crashing and is it at the same point each time? Also is it always the same two sessions that are causing the crash? If so, can you let get info on them and send me this as well. Better still, can you zip up the project files and send them to me? My email address is andy@clearleft.com.
What hardware and software are you using? To get this info you're best option is to go to the Apple menu, select about this Mac and let me know what it says. -
Inappropriate?I've had a similar problem. I recorded 7 sessions and all but two seem to want to export. They may eventually, however. In attempting to export the other 5, I had the app crash many times, usually just a second or two after clicking "export". I am pretty sure I sent in a crash report for most of them.
Anyway, I'm continuing to try on these other two. And it's not totally consistent - I have been able to get one of these tricky two to start exporting. It hung in the middle though (and the cancel button didn't work) - at least, I figured it hung because it was an hour long session exporting at the best quality and it was still in the same spot on the progress bar after leaving it overnight.
I'm running 10.5.4 on a 2.2. GHz Intell Core 2 Duo w/ 3 GB memory.
I'll send you the zipped up project files if I can't get them completely exported today.
Sarah
btw, I think this is awesome you guys are sharing this. I like it a lot!!8 Comments Add a comment
This solves the problem
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My mail server doesn't want to send these files - the session was an hour long. Is there a particular file that would help debug? I have one session that just refuses to export... -
Hi Sarah, If you go into Library>Application Support>Silverback>Projects you'll see all of your projects. If you can go to the project you're working on and send us the session folder you're having problems with, that would be great. All the sessions folders have slightly strange names so you'll probably need to go into them all and look at the Preview Image to identify the problem session. If you can let me know the filesize we'll work out the best way to get the files sent over.
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yup, those are the files I've been looking at. They range are, for the troublesome session:
- 4 KB metadata.plist
- 176 KB AvatarImage.tff
- 232 KB PreviewImage.tiff
- 4.9 MB ScreenCapturePreviewImage.tiff
- 305 MB ScreeCapture.data
- 1.13 KB VideoCapture.mov
Sarah -
Hi Sarah,
If you zip up the session folder, post it to http://www.filedropper.com/ and then send me the link at andy@clearleft.com we'll look into it straight away. -
Alternatively you could go old school and burn the whole session folder to disk and mail it to us. If you do we'd happily reimburse you for the cost of the disk and postage :-)
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I'm working on uploading it via filedropper... attempt #3 :-/
If that doesn't work out, I'm happy to send it via mail. -
Hey Sarah,
would you mind doing me a quick favour?
Could you go to Library/Logs/CrashReporter/Silverback.crash.log, clear the log then start an export again. When it crashes, could you save the crash log and email it to me.
Thanks -
Hey Andy,
Sorry for the delay - I'm having trouble uploading to filedropper - if it makes it to the end of the upload, it hangs on trying to navigate me on to the URL to send you (and it seems my upload speed is rather slow). The zip file is just a bit too big to put on one CD so I'm trying to figure out how to put the files on two disks. Unfortunately, my trial period has expired, so I can't export anymore, but I can email you the last crash log for Silverback that I've got, which should just be my attempt at exporting. I will probably purchase the license soon though, and can try again once I've got that. -
Inappropriate?Please help me! my lovely user testing will not export? It keeps crashing on export.
I have
Model Name: MacBook
Model Identifier: MacBook2,1
Processor Name: Intel Core 2 Duo
Processor Speed: 2.16 GHz
Number Of Processors: 1
Total Number Of Cores: 2
L2 Cache: 4 MB
Memory: 2 GB
Bus Speed: 667 MHz
Boot ROM Version: MB21.00A5.B07
SMC Version: 1.17f0
Serial Number: W872400VYQ8
Sudden Motion Sensor:
State: Enabled
I’m sad
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Inappropriate?Any update on progress for fixing this bug? I've had this issue as well. I'd love to use this for some testing that I'm planning, but I don't want to use it if I can't deliver a promise based on this software's functionality.
I'm on Mac OS X 10.5.5
Processor 2.2 GHz Intel Core 2 Duo
Memory 4GB 667 HXz DDR2 SDRAM
My trial version of the software is up, but I can zip up the files for the project that I was testing on and send them over. Mostly, I'd like to know if this bug will be fixed any time soon.
Thanks,
Denny
I’m a little concerned
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Hi Denny, can you send me your email address and I'll forward you the latest version of the app to see if it fixes the problem.
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Inappropriate?This problem has affected a small number of Silverback users and we're going to be rolling out an update very soon that should hopefully fix this problem.
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Inappropriate?I have the same problem. After testing a site with silverback, I can't export the video.
I have paid for the app. And I have conducted the tests for a paying customer, so I feel pretty frustrated right now.
I would love to hear more about what you mean by "very soon"
Right now I don't know what to do, other than tell my customer that the videos of the tests have been lost, and give a verbal report.
Model: MacBook Pro
Model-id: MacBookPro3,1
Processor: Intel Core 2 Duo
Processorspeed: 2.2 GHz
Number processorer: 1
Number of cores: 2
L2-cache: 4 MB
Memory: 4 GB
Bus speed: 800 MHz
Boot ROM-version: MBP31.0070.B04
SMC Version: 1.16f8
Serienummer: W87434DAX91
Sudden Motion Sensor:
Status: enabled
I’m anxious and dissappointed
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This solves the problem
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Hi Jens, we're planning to release an update in the next couple of days that will fix the majority of these issues. If you can send me (andy@clearleft.com) your details in the meantime I'll email you an advanced copy straight away.
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Inappropriate?Hi Guys,
I just wanted to say that I'm really sorry to hear you've been having problems with our app. A small number of people have been experiencing crashing issues when exporting long files. We're aware of the problem and have implemented a fix which we'll be rolling out in the next couple of days. In the meantime, if you have been experiencing these problems, please send me (andy@clearleft.com) your contact details and I'll email you an updated version straight away.
I’m confident
The company and 1 other person say
this solves the problem
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Inappropriate?I do not find this problem solved. I have downloaded latest version (1.01), conducted some tests, and now I am unable to export them. Everytime I try, I get a silverback crash. It seems to only happen when I do not select "best" quality (so it must be related to the compression).
I am evaluating Silverback for purchase, and I was pleased so far, but obviously not being able to export the tests compressed is a showstopper.
I’m frustrated
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This solves the problem
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Hi Aleksei, could you send me an email with your crash logs attached and we'll look into the problem straight away.
Cheers -
Inappropriate?Hi Guys,
If you're still having crashing problems, please email us (info@clearleft.com) your crash logs directly and we'll look into the problem as soon as we can. -
Inappropriate?Hi! I have the same problem, with version 1.0.1., I'm evaluating it for purchase.
I checked the project's folder, and the screen capture is locked in Silverback's .data format :(
The real problem is that I have to check the videos for a report until Tuesday, and I don't have time to perform the tests again.
Can u send me the fixed version? I could upload the project's folder, but it's over 5GB...
I’m frustrated
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This solves the problem
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Hi Paulo, we've got a small number of people reporting the same problem as you, and we're currently looking at the problem. Unfortunately we've not been able to replicate the problem so it's proving quite tricky to fix. It would be really helpful if you could send the session files over so we can see if they crash any of the machines here. We will of course pay for the cost of transferring the files over. Our email address is info@clearleft.com
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Inappropriate?I just did 6 sessions over the course of 3 days. Most of those sessions were about 1 hour long. I had crashes on the majority of the sessions. It was peaking my CPU usage right up to maximum usage, memory usage was peeking off and on, HDD usage was a little high. I have a MacBook Pro so I wasn't expecting this to be an issue. I am happy to send whatever information you need.
I was eventually able to resolve this problem by doing a cold boot after waiting till the CPU cooled, then making sure no other apps were booted on load, killing any additional processes, and letting it sit overnight. Not ideal, but it worked for a temporary solution.
I’m concerned
1 person says
this solves the problem
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Inappropriate?I'm running Version 1.0.1 (89) of Silverback (I've paid for it).
I was able to export two sessions at the highest quality and full sized. When I try to export them at 50% and low quality they crash silverback. Two other sessions worked fine for both exports (100%high and 50%low).
I’m frustrated
1 person says
this solves the problem
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Inappropriate?Ya, in my case I actually was using high quality full size cause it said it was the fastest to export. Even then it locked up at times and crashed. Nevermind the fact that for a one hour session the videos were close to 2 GB each once I was able to export them. This took me a full day to upload via FTP over a broadband connection. Crazy.
I’m baffled
1 person says
this solves the problem
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Inappropriate?As it stands we estimate that about 4% of our users are experiencing this problem. The problem seems localised to specific machines irrespective of OS, RAM or chip version. So we've had people move files off of their machine onto an identical machines and they export fine. We've located what's happening and are currently trying to figure out why. Unfortunately I don't have an eta on a fix as of yet but I'm hopeful it will be soon.
I’m frustrated
1 person says
this solves the problem
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Inappropriate?I was able to export at 50%high and then use quicktime pro to compress. So I've found a work around for now.
I’m still concerned
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Inappropriate?Hi Guys,
We've just pushed a new release (1.0.2) which has improved memory handling and multi-threading support. This should have fixed the majority of these issues so I'd be grateful if you could grab the update and let me know how you go.
I’m confident
The company and 1 other person say
this solves the problem
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