Videos will not play in SongShow Plus
Applicable SongShow Plus Versions:
This article applies to all versions of SongShow Plus
Symptom:
Videos will not play in SongShow Plus. This may be presented as an error message, incorrect display or locking/freezing/not responding condition of SongShow Plus itself.
Please NOTE: The default Windows CODECs are all that is required for SongShow Plus to play videos. The CODECs available may vary by OS version.
Possible Cause:
CODEC issues or required CODEC is not installed - Video won't play in Windows Media player.
Preferred Solution:
Acquire or re-render the video in a supported video format such as WMV or H.264. Check KB MI018 for supported configurations.
Possible Solution:
If it won’t play in Windows Media player, determine the file type you are trying to play and locate the required CODEC.
NOTE: Different CODECs may be required depending on the file types you are trying to play.
CAUTION: Be selective in the addition of CODECs to your system as the wrong or incompatible CODECs are as bad or worse that none at all.
Possible Cause:
Problem with video file - Video won't play in Windows Media player.
Possible Solution:
Video file may be corrupt. Try to get another copy of it.
Possible Cause:
Embedded Color Profile is being used in the video- In most cases the video won't play in Windows Media player either. (1227)
Embedded Color Profiles are not supported in Media Foundation and therefor also not supported in WMP or SSP.
Preferred Solution:
Acquire or re-render the video in a supported video format such as WMV or H.264. Check KB MI018 for supported configurations.
Possible Cause:
Problem with video file - Video will play in Windows Media player.
NOTE: Just because it will play in another software (including Windows Media Player) does NOT guarantee it will work with SSP.
Possible Solution:
Video file may still be corrupt or have minor issues. Windows Media Player and other players may be more forgiving of corrupted frames in a video that will be caught in SSP.
Try to get another copy of it or re-render it to the latest format. Check KB TS223 for additional guidance.
Possible Cause:
Video or CODEC incompatible with SongShow Plus - Video will play in Windows Media player or other player.
NOTE: Just because it will play in another software (including Windows Media Player) does NOT guarantee it will work with SSP.
Preferred Solution:
Acquire or re-render the video in a supported video format such as WMV or H.264. Check KB MI018 for supported configurations.
Possible Solution:
Try obtaining a different CODEC for the file in question. While we try to allow the broadest video compatibility possible, there are some video formats and CODECs that will not work with SSP.
Possible Cause:
If the video played as expected in a prior Edition of SongShow Plus it is possible that the codec/filter used for playback is not on the more restrictive trusted codec/filter list allowed for use within SongShow Plus with the default System Video Components setting of option A.
Possible Solution:
Change the System Video Components setting to option B.
1. Close SongShow Plus.
2. Open the SongShow Plus Utilities panel.
3. Select the Video Files Settings option.
4. When the settings panel opens change the System Video Components setting to option B.
5. Click Save to save the setting and close the panel.
6. Launch SongShow Plus and play the video.
Be aware that while this may allow the videos to play again, it may also introduce other issues within SongShow Plus regarding video playback. Since option B allows the use of non-trusted and/or unsupported codecs/filters the extent of affect on SongShow Plus is unknown.
Possible Cause:
Problem with Windows operating system or conflicting software.
We have seen issue introduced with both Windows and other software installs/updates that cause bad behavior within SongShow Plus. This condition is most evident when the issue of bad behavior in SongShow Plus is NOT repeatable on other machines, especially clean test machines. This indicates an issue isolated to the offending machine and not a core SongShow Plus issue.
Possible Solution:
Remove offending software or reinstall Windows. In many cases, users have known good images or backups of previous installations to restore from. We have found that the Windows System Restore is unreliable for restoring previous point specific to SongShow Plus and can cause issues. Using the Windows 10 "Reset this PC" option may also be viable to restore a working system. If your system was purchased through a retailer, it may have it's own Factory Restore procedure available.
If this article does not resolve the issue, contact the Support Team.
(TS002)