Brad's dashboard

Hi, John.

Just checking in to see how it went. Were you able to get your issue resolved?

Thanks.

Hi, Kal.

I agree. I would run all the Windows updates and try again. Also, make sure there are no antivirus programs running while trying to install and that you have administrator permissions to install files on that machine.

Thanks.

Thank you so much Dan for this. It really means a lot to me. It was my pleasure helping you.

Take care.
Brad

Hey, Chris.

It was great talking to you. I'm glad we were able to get you up and running. If you ever need anything else, feel free to let me know.

Take care.
Brad
MediaShout Customer Care

Hi, Chris.

It sounds like we need to make sure your MediaShout is installed correctly and pointing to the right directories. Give me a call at 866-857-1292 and i will log onto your computer and see if I can fix it for you.

Thanks.
Brad
MediaShout Customer Care

Hi, John.

I'm curious......what is the DPI (font setting) for the computer?

XP-right click the desktop, go to properties, go to the settings tab, click the advanced settings button - DPI Setting?

Vista-right click the desktop, go to personalize, look on the left side, click on adjust font size - DPI Setting?

Is the font size set to 96 DPI? If not, then that's exactly what's causing the problem. From the pictures of the weird text alignment that you sent that's the 1st things I would check. :-)

Thanks.
Brad
MediaShout Customer Care

Hi, Stuart.

Yeah, that does seem odd. It's working fine on mine here at the office. Is this one on build 126.1? That's what i'm on currently?

Thanks.
Brad
MediaShout Customer Care

Hi, Donna.

Thanks for the email. I just tested this and it seems to be working fine for me. However, I'm on the latest build now which is 4.3 b126.1. It's been a while now, so I don't know if you have this one yet or not. I would install this latest build and see what happens. When I made changes it reflected the same thing in my Stage as well.

Let's get it updated and see what happens if you haven't already.

Thanks.
Brad
MediaShout Customer Care

Hi, Dr. Megason.

If you haven't already, I would update to the latest build that we have out now which is 4.3 b126.1. It's been some time now since this post and I don't know if you've gotten this build yet. Hopefully it will address some/most of these issues. Let's get it updated and go from there.

Also, if your original install is from a disk, I would recommend uninstalling completely and then downloading the latest full version here and installing that one and see what difference that makes.

Thanks.
Brad
MediaShout Customer Care

Hi, John.

Thanks for the email. I can say that this is a very unique issue that I have not heard of until now. It's very odd that your icons all disappear and the background changes. I've never heard of the software being able to do that. Is this Windows Vista or XP?

I honestly don't see how the software itself could do that. However, perhaps it is something that the software does in Windows that triggers this? If it's Vista, one thing it does is turn aero glass off. Is this Vista and do you use aero glass? I'm not sure yet without more details, but maybe there is something weird there? Of course it will be hard to determine without knowing details for sure. :-)

Thanks.
Brad
MediaShout Customer Care

Hi, Brian.

Here is a link to an older article for V3 that deals with this issue: http://legacysupport.mediashout.com/k...

It is for V3, but should work the same with V4.

Thanks.
Brad
MediaShout Customer Care

Hi, Chirs.

This is a design thing that is in the programming right now. I will submit this article as an "idea" so that our development team can look at this and consider it for a future update.

I'm sorry that it's different from the earlier version. Hopefully we'll see a change in a future build.

Thanks.
Brad
MediaShout Customer Care

Hi, Vance.

Yeah, you're right. It should display the script name after MediaShout 4 Standard. (Ex: MediaShout 4 Standard - [script name])

Can you tell me what build you're on currently? (Help/About MediaShout) And, was this from a new script in v4, or was it an older version script that was opened in v4?

Thanks.
Brad
MediaShout Customer Care

Hi, Melissa.

Thanks for the email. I'm sorry for the trouble with your screens. This is a Windows Display configuration issue outside of MediaShout. But, I will go ahead and try to help you get it back to where it needs to be as best I can.

If I read this right, it sounds like the laptop is in a "clone" mode if it's showing the exact same thing on both screens. What you should be seeing is the normal desktop on your laptop screen and ONLY the desktop background on the secondary screen without icons when Windows is configured correctly.

On most laptops there is a function key, typically, that will take it in and out of a "cloning" mode, which simply means that it shows the exact same image on both screens. MediaShout will not work in this mode because it needs Extended Desktop Mode to be able to project the audience's image to the audience and not your working screen.

You might try hitting the function key until you see your computer screen and nothing on the projector screen. This takes it out of "clone" mode. At that point, go to the Windows Display Settings and configure it to use Extended Desktop Mode on the 2nd screen. If it does not keep this setting, then the video card is not letting it. At that point, the video hardware might possibly be using the projector as the primary monitor. You would need to check advanced video card settings. If it gets to that point, then I would recommend contacting your computer manufacturer for help with getting the screens configured because it is a configuration issue with Windows. And, MediaShout can't do what it's supposed to do until Windows cooperates.

Also, we have stopped supporting the older v2.5 for some time now unfortunately because we have released a couple of versions since then. Our new version 4 is our latest version now. If you need to upgrade feel free to let us know and we'll get your MediaShout updated to v4. There is a special discounted price for you since you already have v2.5. I would highly recommend it because it's a new more robust and updated version, and, because we don't support the older version anymore.

If you still have problems, then I do suggest that you contact the computer manufacturer and they should be able to help you get the Windows display configured for Extended Desktop mode on the secondary monitor.

I hope that this helps to at least get you on the right track. If you decide to upgrade to our latest version, then let me know and we'll hook you up.

Thanks.
Brad
MediaShout Customer Care
866-857-1292

Hi, Ken.

This should be fixed by now. I would go to Help/Check for Updates.

There is a new bug however. If you have a title page associated with the cue it will skip over it and throw all the other ones off. But, we are working on getting this fixed as well.

I'm sorry for the inconvenience and I appreciate your patience. The other bug, though, should be fixed.

Thanks.
Brad
Tech Support

Hi, Elman.

I'm sorry that we couldn't get a solution with your issue. However, from what we worked through and from what you wrote to me in an email it seems like to me that the problem is somehow related to something on the machine itself with connecting to the Internet rather than "inside" the software. I did update and try it on my Vista machine (you are running Vista as well) and had no problem so I can't recreate the problem.

You sent me an email stating the following: "Yea I tried it but it stops responding while it's "checking the local network of this computer "at 50% done.
I had also disable my McAfee services before doing it." The "checking the local network of this computer" part is what gave me one clue.

Also, I had you install and try to run Belarc, which is a program that gives a detailed listing of computer specs and the weird thing is that you had trouble with Belarc as well trying to run it.

I'm wondering if you have any firewalls, pop up blockers, anti spyware, windows security, etc that could be blocking full access for certain things online that is interfering with both applications? It is possible that other programs do things differently and it doesn't affect those.

We really want to help you get this figured out and are here for you.

Thanks.
Brad
MediaShout Customer Care

Hi, guys.

I just wanted to jump in here. I had a computer here at my desk that was having choppy video playback on the tutorial videos as well. But, it was only wmv files. And, it was using ATI drivers. I went through all the typical steps to troubleshoot as I always do with video/dvd issues and the one thing that fixed it finally was to completely remove the video drivers and reinstall them from scratch.

Windows detected the original drivers update and installed the drivers and when I tried the tutorials, they worked great.

I can't say that this is an "end-all" solution for everyone because computer systems are all different from one to another, but if you haven't tried this I would recommend if nothing else works. I can say that I have experienced this kind of behavior with the ATI drivers more than the GeForce drivers.

Please post and let us know if this makes a difference for you.

Thanks.
Brad
MediaShout Customer Care

Hi, Liz.

It should be using whatever flash is installed on the machine. What version and build of MediaShout are you using currently? And, which web browser is your default?

Thanks.
Brad
Tech Support

Hi, Jeremy.

It's possible that the audio files could be the problem. The way to test it would be to take them out and see how it runs, which is what it sounds like you did already.

Did you update MediaShout? That might have helped as well. So, you are ok at this point?

Thanks.
Brad
Tech Support