Please help, SnapStream Crashing

[rowdyonegh]

Hello,

I purchased SnapStream about 3 months ago, has been working great ever since.

Until today, everytime I open the software, it will not stay open more than 5 mintues and says WINDOWS needs to close this program.

I have a PENTIUM III 733 mhrtz with 512 megs of Ram running Windows XP.

Any ideas?

I have tried to uninstall and reinstall several times to no avil. I don't know what to do and it's driving me nuts.

Glenn

[RobertH]

start the task manager before starting snapstream up and check the cpu usage of snapstream it would be one of the following 3 processes:
WTLPvsApp.exe
SSBatchProcesserService.exe
PVSLogService.exe

If any of the above are chewing a good deal of cpu for any amount of time over a minute or so then one of the processes is running away, if it is the ssbatch service one then you have a recompression job that is going crazy and is causing the crash

Also check the snapstream install directory for any .rpt files with the date of the crash in their filenames, if you have any you may want to post them up here and we can point you in the right direction or you can visit the support page on the snapstream website and fill out a tech support ticket.

[rowdyonegh]

Thanks for your assistance,

I finally got it to work late last night, and here this morning the same problem. I have snapstream starting up when Windows starts and I notice the CPU is just staying at 100% until it crashes and then comes back down.

Here is one of the .rpt files:

//================================================== ===
Exception code: C0000005 ACCESS_VIOLATION
Fault address: 77F596B5 01:000086B5 C:\WINDOWS\System32\ntdll.dll

Registers:
EAX:4C79C01F
EBX:000023F8
ECX:003F0178
EDX:01810002
ESI:01810040
EDI:003F0000
CS:EIP:001B:77F596B5
SS:ESP:0023:0EA5E930 EBP:0EA5E944
DS:0023 ES:0023 FS:003B GS:0000
Flags:00010297

Call stack:
Address Frame
77F596B5 0EA5E944 0001:000086B5 C:\WINDOWS\System32\ntdll.dll
77F576F1 0EA5E978 0001:000066F1 C:\WINDOWS\System32\ntdll.dll
77F5818D 0EA5EBAC 0001:0000718D C:\WINDOWS\System32\ntdll.dll
77C2AC14 0EA5EBEC 0001:00019C14 C:\WINDOWS\system32\msvcrt.dll
77C2AC2A 0EA5EC6C 0001:00019C2A C:\WINDOWS\system32\msvcrt.dll
77C12048 003F7910 0001:00001048 C:\WINDOWS\system32\msvcrt.dll

I don't understand why it's just now doing this, after months of using it just fine. I have just recently switched over to recording in Mpeg format instead of windows, so I can burn them to DVD's.

I will wait for a reply and then probably fill out a trouble ticket.

Thanks,
Glenn

[rowdyonegh]

It seems to be this: WTLPvsApp.exe

That is causing the CPU to be at 100%.


Don't know what to do.

Glenn

[RobertH]

thats got me its not crashing in any of the snapstream modules its crashing at the OS level, so there is either something wrong with windows or something major is hosed up. I would suggest filling out a tech support ticket so they can have the devs look into it.

when you did the uninstall did you do a complete or a partial?

if you did a partial you may want to try the following first:

backup the contents of the following directory:
c:\documents and settings\all users\application data\snapstream\personal video station

(you will have to turn on hidden folders to see the app data folder)
then do a complete removal of snapstream, reinstall any capture card drivers, any video card drivers, and any 3rd party decoders you were using then reboot the machine and reinstall snapstream.

[rowdyonegh]

I did a complete uninstall to answer your questions.

I have issued a support ticket and they will be passing it on to customer-facing developers to try and trouble shoot as they do not have a quck fix.

After many attempts I have removed my ATI-ALL IN WONDER REMOTE and since then, it has worked ok, not sure why.

I have been recording video all day since doing this. I do have the most current drivers for this.

But now that I think about it, yesterday I did uninstall the remote and reinstall it, and the problem began then. Maybe it is related.

As soon as they get back to me, I will post the results.

Thanks for your help Robert,
Glenn