Camtasia keep crashing 2020.2 keep crashing when producing a mp4 video

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Problem: Camtasia 2020.2 keeps crashing during producing a mp4 video.

Each time the crashing was slightly different.

The worst case was end with the laptop screen became a completely back, and the windows complete crashed, you need to use laptop power key to launch the laptop again.

In most case, it was the retendering frozen at few percentages, then Camtasia simply crashed and closed. 

Sometimes, it gave some error message before crashing and after the retendering was frozen at a few percentages. 

the size of the Camtasia  project is about 1.8GB, not extremely big.


I have tried my ways to try for producing mp4 video , they were:

1) Clear Re-install the Camtasia (uninstall, delete all Camtasia folder including folder  in AppData and all Camtasia files before installation).

2) empty folder "Custom Production Presets 20.0" before loading the project
3) set the preference> Advanced > To "software only...."
4) change register "WPFUSoHard...." from 1 to 0

Non of the above actions can produce a mp4 video without crashing.

My laptop is a top end high performance station (Dell 5540, 16 GB RAM and a Nvidia video card), there is plenty storage space in the drive to save the mp4 file.

I am still waiting for the solution from TechSmith for this crashing, although Jason from TechSmith could produce a mp4 video for me by using the same project I have transfer to him, but I can not do it with my laptop locally.

Any comments and help are welcomed.

Thanks

 Jiao




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chengge.jiao

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Posted 2 months ago

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Ed Covney

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TS could and you can't so . . try once more but without hardware acceleration: Edit, Preferences, Advanced Tab:  Hardware Acceleration: Use software-only mode.
(Edited)
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chengge.jiao

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Ed, this has been tried, using SW-only mode. The latest try was rendering to about 12%, then a sudden crashing, the Camtasia closed by itself.
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Joe Morgan

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Have you run Dells up date app to make sure the computes hardware is up to date?
I've been running Dells for many years and the app keeps me informed if I need to update bios. I have to install them manually.
It keeps other drivers up to date. I run a ton of applications. In general, all of them work flawlessly. I'm sure the updater plays a roll.

Regards,Joe
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Ed Covney

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When you went "Software Only" you eliminated the video card as a possible cause.  Is it a Dell 5540 or a Dell 5540 Precision? 
1) Check Device Manager to see if there are any obvious problems (Yellow or Red marks on any of the devices). 
2) Any overheating problems?
3) I suspect your Dell BIOS can troubleshoot it's hardware, you may have to call Dell for instructions. 
4) Who told you to change a registry entry? Here's mine and I have software-only set.



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Happy Leo

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Yes same problem facing by me. Using 8.6 version.
I prep videos for kids, here u can watch

https://www.youtube.com/channel/UC0Y5...
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chengge.jiao

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how did you solved the problem ?
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Happy Leo

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No solution, however, i always saved projects on every change i made. Specially before converting to video. Just try again and next time working good. But i also must add that its conversion method is very slow. During preparation of project, preview of video is lagy.

Infact recently i am using for preparing videos for kids Video Channel.
RM KIDSPLAY.
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Clint Hoagland, Employee

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If you reach out to our tech support department they can get a crash dump from you that may be able to lead our developers to see what the problem is. ( https://support.techsmith.com/hc/en-us )
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chengge.jiao

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thanks, I have run the Dell 5540 precision update (drivers) through Dell Support Assistant. TechSmith told me to set the registry "WPFUser...." from 1 to 0. Some dump file has been sent to TechSmith but most are too big to send (55GB)
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Clint Hoagland, Employee

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The Camtasia project is 1.8GB but the crash dump is 55GB? That's a very big crash dump! Ordinarily they're the size that Camtasia takes up in memory when the crash happened but if you're running 16GB RAM that wouldn't be the case...

A few questions:

Is it the case that you didn't have this problem in v2019 and it started happening in 2020? Or was v2020 the first version of Camtasia you tried producing this project in?

Do you have this problem on every project?  Or is it a problem with a particular project? 

Does it only happen when you are exporting the project? Or does it also happen when previewing the project?
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chengge.jiao

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I bough Camtasia 2020.1 a few weeks ago. I can produce my first mp4 video from a ppt. But the video need to improve after reviewed by my colleagues . So a new recording made and edited from the same ppt, however, it can not produced mp4, so I contacted TechSmith, they told me upgrade to Camtasia 2020.2 to produce, however, the problem is the same, the rendering was frozen then crashing. Using the same project, the 30’s preview can be produced although it is very slow. The project can be exported as a zipped project.
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chengge.jiao

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The Dell driver was fully updated including BIOS last night, and any empty tracks in the timeline has been emptied. Set to “SW only “ for rendering, set the register of “WriteToHadrdWare...” to 1, and tried again, complete crashing after redenering to about 6%, first the redenering progress frozen for a while, then crashing. During crashing, the task manger was opened, it can be seen the storage of shoot to roof (I have more than 500GB free space) and the memory reached to 100%.
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kayakman, Champion

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is this only happening with 1 project?

if so, could you post a screenshot of the project on timeline, at at ctrl-shift-7 max zoom out, showing as many tracks as possible; with the playhead at the 6% [total project time] point??

that could be helpful ...
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chengge.jiao

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I bought Camtasia two weeks ago in order to make a webinar ppt. So far only two projects were created.

the first project could produce  a mp4 movie with Camtasia 2020.1 although it tried two times (the first time with SW errors and the Camtasia was closed).   the first  project was deleted after the mp4 has been internal reviewed.

the second project keep crashing during producing mp4 video, TS asked my to update to Camtasia 2020.2 after reporting the crashing during rendering , however, it has been unable to produce a mp4 video since then.

the crashing was not always at 6% rendering, some time it just crashing without even creating crash Dump after waiting for long time at  0%. the best case was reached to about 20% , the progress bar frozen at there and waiting for  long time crashing and also created a huge crashing dump file.



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Clint Hoagland, Employee

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Am I seeing hundreds and hundreds of stitches on the media in that project? 

If you:
- make a new project
- just pull some asset from the Library onto the timeline
- and then export to mp4

...does that also crash? 

I'm trying to discern whether there is a problem where Camtasia is struggling with your project for some reason (which might be caused by a bug in Camtasia) or if Camtasia crashes when producing mp4s generally (which would lead me to believe there is some kind of corrupt file somewhere on your system, which can happen: I've seen it happen with both corrupt codec files as well as corrupt font files).
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chengge.jiao

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simply import an unedited part of recorded of ppt, producing a mp4, it can produce a mp4 video without crashing, even import a single  big section of 1.6 GB recorded ppt  as media and a mp4 video can be produce although it is very slow.

Th recorded ppt after edited  in the timeline can not produce a mp4, always crashing.

Can I group the edited segments in the timeline to one part, will it allow to export it as a new one united  media to somewhere, than create a new project and load the media to create a new project ?
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Clint Hoagland, Employee

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That may work: selecting a portion of your timeline and "produce timeline as selection" - if it works - will result in mp4s that you can just string together and make a longer video.

I think the reason this is working for us at TechSmith and not for you might just be because - for reasons I don't understand yet - this project uses 30GB of RAM on my machine while rendering (I got your project and details from Support) and your machine has 16GB of RAM. That shouldn't be required, I am looking into why it uses so much RAM during export. It may be related to all those stitches, not sure. (We have had problems with that kind of project in the past; it requires the renderer to do a lot of extra work. It shouldn't be crashing though, of course.)

Another possible workaround (I have not tried this yet as I am still trying to reproduce the crash) could be: if the reason all these stitches are in the project is because you were editing the audio, try exporting the audio as a WAV file...bring that WAV file into your project...remove the edited trecs from your timeline and replace them with the original, unedited trecs, "separate audio and video" on those, delete the unedited audio and replace it with the edited WAV, then use clip speed to make the video portions fit. That seems a bit complicated as a workaround. :( 

Yet another workaround would be to just export the audio from the original, unedited project, and then do your edits in some other audio editor (like Audiate or Audacity), then bring the audio back in and make your video fit.

We'll continue to look into this as it seems to be due to a bug in Camtasia, in the meantime hopefully one of those other workarounds can get you going?
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chengge.jiao

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Clint, Thanks ! To make the mp3 video perfect I have to so lots of audio edit, this cannot be avoid. If I use your first method (the other two workaround is two complicated) by selecting timeline to make a few small videos, how can I string them together (using what sws) ?
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chengge.jiao

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BTW: group all segments in the timeline crashing the Camtasia. It didn't work.
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chengge.jiao

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Clint: any progress on sw fix ?
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Clint Hoagland, Employee

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We have identified the cause of the problem and are working on a fix.
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chengge.jiao

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Thanks, Clint.
One of your colleague (Aaron Y. )  sent me email today  asking me to do  1) set the laptop to "high performance" power option ; 2) W10 is updated. I have tried it, unfortunately it was not working , my laptop was crashed (to black screening) after waiting for a long time at 25% of rendering for mp4 movie. 

Could you please contact me once your sw fix has been released ?

Thanks
C Jiao
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Clint Hoagland, Employee

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Yes, I will update this thread. Thank you for your patience.
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Clint Hoagland, Employee

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2020.0.3 is live on our website and should fix the problem with your project. Thank you for the report - your project helped us discover the root cause so we could fix it - and thanks again for your patience.
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chengge.jiao

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Clint,

I just updated my Camtasia to 2020.0.3 build 22309 June 05 2020 version.

I have extremely happy to report to everyone that the new version has fixed the problem I reported in this blog.

I didn't change any default setting in the SW, for example changing "hardware acceleration" from use graphic card to SW only. It can produce a mp4 in a reasonable time . Also the project loading time is faster than before. The project is exactly the same as reported (unable to produce video) project.

I am so happy for the help you have given.
Thanks and have a good day.

Chengge Jiao
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kayakman, Champion

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as Clint suggested, looks like your project is excessively complex due to stitches?

try this ...

with playhead at T=0, make a timeline selection to next marker using ctrl-shift-]

right click that selection, choose produce timeline selection as; does that work?
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chengge.jiao

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works in small section

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