Mediashout 7 crashing on startup

Oct 26, 2019
Steve Ingram wrote

I just completed my script for tomorrow, saved it and closed mediashout. now when i re-open mediashout it crashes with the attached error message after about 10 seconds. I’ve rebooted the computer, then uninstalled and reinstalled mediashout. Any suggestions?

Thanks
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20 Answers
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Oct 27, 2019
Stu Jackson wrote
Hi Steve, You might try sending the guys a copy of the error log file. Download the application at https://support.mediashout.com/472114-MediaShout-7-Error-Logs
I have had to change the extension of the actual log file from .log to .doc to enable the upload to them.
Hope this helps.
Stu
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Oct 28, 2019
Ryan Zeeck agent wrote
Hey Steve!

Yes, if you could use that link that Stu sent to get us the Crash Log, that would be most helpful!

Also, please double check to make sure you are on 7.2 (Help > About). If you aren't, you can download that fresh from our site www.mediashout.com/download

Thanks,

-Ryan
Oct 28, 2019
Steve Ingram wrote
Here is a copy of our log file
Oct 28, 2019
Steve Ingram wrote
had to change the extension in order to attach the file. And, yes we are running 7.2
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Oct 29, 2019
Ryan Zeeck agent wrote
Hey Steve,

Great, thanks so much for that log. Could you also send me the Script File (Ryan@MediaShout.com)?

And, as a test, if you open a new script and save it, does it do the same thing?

Thanks again,

-Ryan
Oct 29, 2019
Steve Ingram wrote
I'm not able to open a script, the crash happens just after starting Mediashout. I deleted the last script I created and it still crashes. As a test I renamed the mediashout directory, when I did this I was able to start mediashout, but if I created a script, saved it, closed mediashout, when I tried to reopen it would crash again.
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Oct 29, 2019
Ryan Zeeck agent wrote
Steve,

Just to be sure, at this point, you cannot even open MediaShout?

Can you send me the original script that started this issue?

-Ryan
Oct 29, 2019
Steve Ingram wrote
It opens, but before I do anything else it pops up the enexpectedly closed message
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Oct 31, 2019
Ryan Zeeck agent wrote
Thanks for emailing me about this. We'll get to the bottom of it and get back to you!

God Bless!

-Ryan
Nov 22, 2019
Lil Joseph wrote
Hi All. Is there a resolution for this issue? I am experiencing the same issue. Had the script ready to go to be used while away last Sunday. Unfortunately MS7 would not work. Thought it was user error with the individual volunteering that Sunday but when I went to open MS7 it would spin and immediately shut down. Tried to uninstall and reinstall and now get an error message. It is a new MS computer purchases in September. I’ve attached what I think is an error log. Thanks in advance. Would love to get the computer working for Sunday service.
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Nov 25, 2019
MediaShout Support agent wrote
Hey there. I'm so very sorry about the trouble you're having. I will pass this log on to our developers. We typically look for a log from the MediaShout application itself, which can easily be found by using the retriever file attached. If you could send us that log after a crash, and your system specs, to support@mediashout.com, we can file it for you. We are expecting a huge update in the next week or two that will hopefully put an end to this and other issues.
Nov 25, 2019
Lil Joseph wrote
Hello David here is what I think you’re looking for.
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Nov 26, 2019
MediaShout Support agent wrote
I believe so, thank you. The formatting looks a little different in a Word doc, but reviewing the content, I think that's it. Can you also advise your system specs, and if you have a script that it was happening on, send a link to that as well? At this point, I *believe* it would be something we just need to wait until the next update comes out next week or so (we are hoping but cannot promise if there are delays), because that's a complete code refactoring. Then revisit and see if you still have the issue. All that to say- I wouldn't want you to spend TOO much time gathering info until we confirm if you still have the issue after the next update.
Dec 12, 2019
Dave Stout wrote
Jumping in here as well as my brand new, clean Win10 install with MS7 is now crashing while loading even the demo scripts. Ticket EVU-XYSPM-896 opened and referencing C:\Program Files\MediaShout\MediaShout 7\swscale-4.dll as the culprit according to Windows logs.
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Dec 12, 2019
MediaShout Support agent wrote
Thanks for sending us the info. We will be sure to look into it. Build 7.2.5.1431 resolves almost every single crashing issue, but there are maybe 1-2 more random ones we see occasionally, mainly during editing. For the most part this has been almost always on an OLD script created in the previous builds, so the first thing I'd try is making sure you're starting a clean new script to avoid any possibility of those issues surfacing still. Thanks for taking the time to do this.
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Dec 12, 2019
MediaShout Support agent wrote
As a note- I just reviewed your recent update to the ticket we have going, and it sounds like it has to be something system specific as that behavior is not something we're seeing ANYWHERE else on this current build. Ryan will begin/continue working with you and Dale on that ticket. Thanks!
Dec 12, 2019
Dave Stout wrote
Thanks, David. Yes, it is very strange. It even crashes on a clean Windows install, MS7 install, and loading the sample scripts.
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Dec 13, 2019
MediaShout Support agent wrote
You know, you may even try to see if the behavior is different on your own fresh new script and not the samples.. I personally created those sample scripts on a pre-release build of the program, and just created fresh new ones after this newest build was released. They will be implemented for our next update I believe. I didn't encounter any issues with them, although I did see some odd things with the samples that were included that I had already built.
Dec 13, 2019
Dave Stout wrote
Yep, tried that as well. Just started a new script and not inserting anything causes MS7 to crash. As to not hijack this thread any longer, I'll continue comments in the support case.
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Dec 13, 2019
MediaShout Support agent wrote
Gotcha. Yes, that's definitely something that's an isolated issue, but also hopefully will mean we can get to the bottom of it. We'll leave it to that ticket for now. Thank you for your patience and understanding.