video keeps stopping and cutting to display

[Andrea Hochkeppel]

Howdy - we're running video and audio cues in the full version of Qlab.  MacBook pro connected to a projector.  We keep having a problem where the video randomly cuts out mid-cue and shows the desktop on the display.  There is no consistency as to where this happens.  It's not related to any specific cue... though it seems to happen more often on the pause video cues or when we have actually press the pause button during a rehearsal.  I've turned off all indexing, mission control, spaces, internet, notifications, and more in Terminal.  So this doesn't seem to be a processing issue either. Any help would be greatly appreciated! 

      

[Chris Ashworth]

Hi Andrea,

Sorry to hear about the trouble!

I’d recommend contacting us at sup...@figure53.com so we can help you go through some troubleshooting steps, for example starting with checking which version of QLab you’re using, what version of the OS, how QLab is connected to the projector, and looking through the workspace or console logs for any clues.

The easiest way to get started is:

 - In QLab, choose "Contact support..." from the Help menu. 

 - In the box labeled "Describe the problem:” include a description of what is happening with as much detail as you can remember.

 - Then, check the boxes marked "Send details" and "Include console logs." 

 - Finally, click "Documents" and check the box next to the name of the workspace that is having the issue.

Thanks!

Chris