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Posted: Wed Dec 21, 2016 7:08 pm   Post subject: Powerpoint stops working while I am in Narration Editor

I open Narration Editor from within Powerpoint, and as I'm adjusting the timings, at any given time, my Powerpoint stops working - i get a message, and it ends up recovering my ppt. i then have to save it as a different name each time this happens, and then i have to end the narration editor as well. Support is saying it is a ppt issue, however I just cannot find anything or any reason why it would stop. Before I put the last update on, it wouldn't stop and give me a message, it would just freeze. Now it stops, gives me an error, and then makes me save the recovered file as a new name.


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Posted: Wed Dec 21, 2016 8:25 pm   Post subject: Re: Powerpoint stops working while I am in Narration Editor

@bshutt
Thank you for posting here!
I can see that you are already discussing this issue with one of our support engineers via email. You have mentioned that the program works fine when you run in on another computer. Therefore, the issue is most likely to be caused by the fact that MS Office on your computer is not working correctly.

Basically, this doesn't depend on the version of MS Office that you are using. The main things that you need to check on when you are experiencing an issue like this:
1) Make sure that you have enough available RAM.
Try to avoid launching other programs (especially browsers, MS Excel and MS Word) when you work with your project.
2) Next, try to Repair MS Office on your computer.
Go to Control Panel -> Programs and Features. Right-click on MS Office and select "Repair" (or "Change").
3) Try to reinstall iSpring Suite on your computer.

    - Close MS PowerPoint;
    - Delete iSpring from your computer via Control Panel --> Add or Remove Programs;
    - Delete the iSpring folder manually if it is not removed automatically: "C:\Program Files\iSpring";
    - Delete the iSpring Solutions folder manually if it is not removed automatically: "C:\Program Files\Common Files\iSpring Solutions";
    - Delete the iSpring Solutions folder manually: "C:\Users\your_user_name\AppData\Roaming\iSpring Solutions"
Please note: Step #5 is the most important! The AppData can be hidden and you need to show the hidden folders to see it.
Then please download and install the most recent build from our website.
4) Last, but not least - make sure that your antivirus/firewall doesn't block iSpring Narration Editor (mediaeditor.exe). Add our program to the list of Trusted applications in the settings of your antivirus.
Hope that it helps!


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Posted: Wed Jan 18, 2017 8:43 pm   Post subject: Re: Powerpoint stops working while I am in Narration Editor

Thank you for the input - i did just try this now - all of the steps, went back in and withing 10 minutes, it hung up again. It has to be something that is conflicting somewhere - i also double checked the virus protection, and the mediaeditor is listed as a trusted resource - i did that awhile back. do you have any other ideas?


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Posted: Thu Jan 19, 2017 7:54 am   Post subject: Re: Powerpoint stops working while I am in Narration Editor

Hello Beth,

Thank you for your posts!
The thing is that Dan (the IT specialist, who worked with you) determined that this is a PowerPoint error. Here is his message:

Code:
I’ve looked into this issue, and from what I’ve seen according to the event viewer on the machine, it appears on multiple occasions that mediaeditor.exe is crashing with 2 different error codes, 0xc0000005 (access violation) and 0xc000041d around the same time that Powerpoint is crashing.


The mediaeditor.exe crashed only after PowerPoint became non-responsible.
Here is an explanation of the error given by Microsoft:

Code:
Error description
The 0xC0000005 Access Violation error is quite common among all versions of Windows systems and it is fairly broad as it involves a batch of issues. As a rule, system returns this error code when you run a program that attempts to access the location not assigned for its use. When the error message is closed, usually the software will be closed as well. The error means the software want to use system memory improperly. The error code 0xC0000005 also happens to other situations with different messages such as when you attempt to install system, perform certain function, launch system built-in tools, etc. You may meet one of the following messages when the error occurs:
An application error has occurred and an application error log is being generated. Exception: access violation (0xC0000005), Address "The application failed to initialize properly (0xC0000005). Click OK to terminate the application"


Causes of the error can be various, some common reasons behind this error are: registry issue, faulty RAM, DEP function, corrupted drivers, virus infection, incorrect system security update, etc. In many cases, it's difficult to tell the actual cause and you may need to try different solutions to get rid of the error. Not long ago, Symantec Antivirus software was a well-known cause to 0xC0000005, which can be fixed by simply updating the software.

Also, you worked on another computer and the problem did not occur. We also conducted a remote session with our senior developer and looked into this on your computer, but the problem did not occur. Since it is not consistent and does not happen on other computers, it is definitely something to do with the laptop.

We do appreciate your concerns and totally understand that it is frustrating when something does not work as it is expected to work, but as all Windows applications, iSpring also can be affected if there are something goes wrong in the system. Since we do not know what causes the issue with PowerPoint, we cannot answer the question why this error occurs. I suggested to do a clean Windows installation to make sure that there are no viruses, malwares and other risky applications. Please let me know if you tried this approach.


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Posted: Thu Jan 19, 2017 1:03 pm   Post subject: Re: Powerpoint stops working while I am in Narration Editor

Thank you for all of that information - i think we all agree that it is Powerpoint that is stopping first, but something is making it stop - there's got to be something, that is causing it to hang, as it only does it when i'm using the ispring software - something that is just not working smoothly between the two.

You can tell when it's going to happen, in the narration editor, as the narrations start to come in bumpy before it eventually hangs. Typically text would fly in or float in smoothly, but i can always tell that something is coming, when it no longer comes in smooth. It's almost like something is building.

Since we've used this format for all of the course development we have right now, i'm hoping to figure this all out, so we can continue for consistency. Any other suggestions would be appreciated, reinstalling Windows is an option, but probably my last resort.


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Posted: Thu Jan 19, 2017 1:17 pm   Post subject: Re: Powerpoint stops working while I am in Narration Editor

Hello Beth,

I spoke with our developers about this issue and they do not know what exactly caused this error. The thing is that this error is generated and recorded by Windows and linked to PowerPoint. That is why it is not clear why PowerPoint gets non-responsible.
Again, it is very frustrating that this issue is actual for one month and that it is still is not sorted out even with the IT specialists involved.
However, we do not have a solution at this point.


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Posted: Sat Jan 28, 2017 4:50 pm   Post subject: Re: Powerpoint stops working while I am in Narration Editor

Hello bshutt, just a quick question from the peanut gallery.

It occurs to me there could be a clash with another add-in. Do you have any other add-ins installed in PowerPoint on the machine giving this trouble? Perhaps Articulate Presenter or perhaps a less substantial add-in like the Camtasia, Multiple-mouse or oomfo. It may be worth uninstalling them all, then trying again just with iSpring installed. It would be sensible to uninstall all add-ins in your Office suite, so perhaps check Word and Excel for things like speak-a-message or cross-eyes.
But, probably, this is something you or Support have already probed.


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Posted: Mon Jan 30, 2017 6:30 pm   Post subject: Re: Powerpoint stops working while I am in Narration Editor

Hello Btwopointoh,

Thank you so much for your suggestion!
iSpring add-ons are quite friendly with other add-ons, but this makes sense when we speak about freezing PowerPoint.

Beth, did you try this suggestion?
So that you know, it is not necessary to uninstall other-add-ons, as they can be disabled in the Options menu (in PowerPoint).

I checked this with our developers: multiple add-ons can parse PowerPoint events and do something with them. That is why, if you have a few add-ons, PowerPoint may wait for all of them to stop working on an event to continue. This is only a suggestion, but this is a possible cause.

Please keep us updated!


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