Troubleshoot graphics and video problems

Here is a checklist to refer to when there is problems with output from DISE Composer or DISE Replay.

Output device

Make sure that all cables are connected and that the player and screen is turned on.
Install the most recent drivers for your graphic card.
Make sure that Windows has correctly configured the display device.
Make sure that the display device uses 32 bit color (16 Mil. Colors).
Try the Test button in the Output Settings dialog. This function will show any errors.
Make sure that the display device supports the specified resolution and / or refresh rate.
Setup and check event logs to detect any program or Direct3D errors.
Are you using Remote Desktop? This will disable the Direct3D function of the player during the remote session. You must restart the player for the drivers to be reinitialized.
When you have multiple video outputs and will be running several instances of DISE Replay on the same machine, whether via DISE NoBorders or not, you need to check the option Run in window in the Output Settings in order for secondary screens to show anything. This is a limitation of DirectX.

Content

Point DISE Replay to an existing display scheme (or DISE Movie)!
Make sure all content needed is downloaded and available.
Start over with something you know worked and work yourself forward.
Verify that the content display length is not 0.
Check that the scheduling of DISE Movies or scenes is correct.
Check that there are in fact objects to show and that they are not in the same color as the background (the background is black by default).

For example, a black text object.

DISE Replay can get confused on what resolution to use if DISE Movies in the destination are in different resolutions. Edit the DISE Movies to make sure they are in the same resolution and send out again.
If files on the server have special characters in their filenames, please investigate if the filenames are altered in the upload or download stage. This amy occur if the character set on the server and the player are mismatched. To be sure verify that filenames do not contain any of the following characters: Dollar ($), Ampersand (&), Plus (+), Comma (,), Semi-colon (;), Equals (=), 'At' symbol (@), 'Pound' character (#), Percent character (%), Left Curly Brace ({), Right Curly Brace (}), Caret (^), Tilde (~), Left Square Bracket ([), Right Square Bracket (]), Grave Accent (`), Accented characters (é,è,ë,ñ,àù,ô,î, etc).

Codecs and filters

Read more: Codecs

Check the Resource and File information dialog to see if there are videos that fail to load, and the
To play Quicktime video the official Quicktime player needs to be installed on the PC and for Flash the Flash player. DISE ships with filters (dll) which provides Quicktime video and Flash support in DISE Movies.

The installer will attempt to register these filter but in some cases this cannot be done due to incorrect permissions or they get unregistered later.

Register filters:

@echo off
setlocal
set REGPATH="HKLM\SOFTWARE\DISE\DISE 8"
FOR /F "tokens=2*" %%A IN ('REG QUERY %REGPATH% /ve /reg:32 2^>NUL ^| FIND "REG_SZ"') DO SET DISEINSTALLATIONPATH=%%B
regsvr32 "%DISEINSTALLATIONPATH%\Lib\Media\FlashFilterL.dll"
regsvr32 "%DISEINSTALLATIONPATH%\Lib\Media\MLProxy.dll"
regsvr32 "%DISEINSTALLATIONPATH%\Lib\Media\QTSourcePXT.dll"

Alternatively, browse to the <DISE installation folder>\Lib\Media directory with a (non-elevated) command line window and type in the regsvr32 commands as above. If you get errors then the account running DISE does not have the correct permissions.

UAC issues

We have reports that on some systems, UAC (User Account Control) negatively affects the ability to playback Quicktime video. In these cases, Disabling the UAC resolved the issue.

When you have a video of a video format other than Quicktime or Windows Media Video, make sure that the correct codec is installed for the format.

In addition, for some formats you may need an additional software called a splitter. Selecting the Custom installation during the DISE installation, will let you download and install the LAV filters.

Network connection

Web page objects in your content require the internet access in order to display correctly. Please check your network connection. There is an option in the web page object, under the Advanced tab, Make object transparent if loading fails. In case the network connection is down, the web page object will not be shown.
In some rare cases, a faulty router causes files to be corrupted on the player, and DISE cannot load or render them properly. Try a different router and see if that solves the problem.

Hardware & system

Does the player fulfill the system requirements?
Make sure there are no stalled resources.
If you have crashes, please check any event logs for information about the error.

General

Install the latest version of the DISE software.
Contact support or send in an error report.

Checklist for video problems

Below is a checklist of the most common reasons for video failing to play.

Old drivers

Go to the graphics card manufacturer's support web page and download the latest drivers for your graphics card.

Correct codec not installed.

To test that you have a codec installed that supports the video you have a problem with, try playing the video in Windows Media Player (not DivXPlayer, or any other player).

You can use MediaInfo for codec requirements for an AVI or OGG file.

You may also find good use in GraphStudioNext, to examine what filters are actually used when rendering a media file.

Some codec packs or other applications may cause problems when DISE loads video, for example: FFDShow (old 2004 version), K-Lite, Final Codecs and Nero Showtime.

For playback of most MPEG4 formats as well as several other formats we recommend that you use FFDShow and LAV filters.

You may then force DISE to use these codecs instead of the Quicktime one.

Unsupported video format.

To convert videos that are not supported to Windows Media (or some other format) you can use: Microsoft Expression Encoder or MediaCoder.

Read more: Video format recommendations

The video bitrate or resolution may be too high

There may be the possibility to reduce it without apparent losses in quality. Encode the file to a lower bitrate or resolution.

Debugger or any kind of Debug mode.
Video file is damaged or incomplete.
Hardware issues

The graphic card might have run out of memory.

If the desktop is rotated then playback on certain graphic cards will not support video acceleration.

In this case we suggest using DISE Replay's Output Settings Rotation feature instead.