Strange issue with stock Smode video files (swing.mov) will not play in smode

[chrisallen1901]

Hello All!!, I hope this finds you well.

I wanted to find an answer to a strange occurrence. I was working through the Smode Academy tutorials, I came to the section that talked about placing the Smode stock video element /swing.mov and /Motion Shape.mov . Here is a photo of the message I get.

So as I followed along with the tutorials, I tried to drag this asset over to the elements to use, and it would not drop. Smode basically does not recognize the file.
When I open the file in VLC, it plays fine and VLC sees the alpha channel. Its encoded hap and has no audio. Here is what I have done to try and remedy this issue, with no success.

1. Updated video card drivers
2. installed quicktime for windows (most recent update)
3. made sure VLC is most recent release
4. restarted machine a few times
5. uninstalled and re-installed smode (9.0.1 and update 9.0.6) same issue with both
6. So another co-worker has the same issue with his install of smode, he is getting this strange message

// Could not open Motion Shape.mov FileFormat is missing for AudioStreamFactory
// Could not open Swing.mov FileFormat is missing for AudioStreamFactory

Same message for both files.

Does anyone have any idea where / what this issue is or may lay? A side note, a 3rd co-worker does not have this issue on his PC. He has just updated to 9.0.6 as of March 4, 21.

Thanks in Advance any light you can shed on this issue.

Best,

Chris Allen

I am running
Intel i7 - 10750H CPU @2.6GHz 2.59GHz
16GB RAM
16GB Video Ram
Nvidia GeForce RTX 2070

[alex]

Hi Chris and thanks for choosing Smode.

I'm pretty surprised because this video works on others computers,
May be you can send us your log file when this occurred to let us understand what is going on.

Go to configuration folder and zip the log folder for us.

May be you can also send us .nfo file of your computer, this with
[windows]+[x] msinfo32
[control] + [S] save...

Hoping this can helps
Best regards

[chrisallen1901]

Hey Alex, Thanks for the reply. I sent these files to support@smode.fr

[alex]

Thanks for this.

I do not find any suspicious thing on your NFO file
Nor trace for the error in your logs,
May be you should delete your cache folder to see if this resolve an old version of Smode cached result issue.

Hoping this will helps

[chrisallen1901]

Clearing the Cache worked!! thank you. How often should the cache be cleared out / deleted? Should this be something done once a week? what is the PRO / CON of doing such a thing.

Thanks!!

[alex]

In fact cash should not be cleared
This helps to have previews thumbnails and metadatas calculation of all your files in your media directories.
Cache avoid you to recompute all of this at each Smode boot (it was done only one time at media directories creation).

The thing is the cache format have changed between version 8 and 9 of Smode.
Theoretically we do support ascending compatibility, but a conflict case breaking change avoid us to do it on video files.
This is exceptional, and should not happen again. sorry for this disturbance.

Best regards