DMP - Application Crashing

DMP software crashing on launch could be for a few different reasons:

Issue: The DMP software is being launched before the underlying database/service has a chance to start and initialize

Resolution:

1. Re-start the DMP
2. Once the DMP displays the computer desktop, wait at least 45 seconds before launching the DMP software. This will give the underlying database software a chance to start up fully.

Issue: Content drive is not found. If the content drive is not found, the application will not launch.

Cause: The content drive could have failed or the drive letter inadvertently changed. To confirm, follow the steps below.

• From a PowerShell prompt try running Get-PSDrive. You should see a drive F: which is designated for the content.
• If you don't see an additional drive outside of your OS drive (C:), check for any warning/error messages displayed on the led control panel on the front of the server or the led lights on the drive carriages on the front of the server. Review the graph below for the drive status indicator code.
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Resolution: If a bad drive is identified, you can try reseating it (Pull it out and then slide it back in). If this does not correct the issue, or the Drive letter has been changed, you will need to content Swank Digital Support to assist.

Issue: Unforeseen DMP software issue or application has become corrupted.

Resolution: Uninstall/Reinstall the application. Below are links to uninstall/reinstall DMP 8 or DMP 9

• • DMP 8: DMP 8 Software Update – Swank Motion Pictures, Inc. (zendesk.com)
  • DMP 9: DMP 9 - Software Update/Install – Swank Motion Pictures, Inc. (zendesk.com)

Issue: Unsupported custom content is crashing the application.

Resolution: Try removing custom content that could be causing the application to crash. You can confirm your content is listed under the supported file types in the DMP user guide for your DMP Version at the links below.

• DMP 9 User Guide (Digital Media Player) – Swank Motion Pictures, Inc. (zendesk.com)
• DMP 8 User Guide – Swank Motion Pictures, Inc. (zendesk.com)

Issue: Worst case:  A failed video output card or it has become unseated. If the card has failed, the DMP software would not start at all until the card is replaced.

Resolution: You can attempt to reseat the video card by removing the top of the server, pull the card out of the PCIE port and then re-inserting it. If the DMP software will not launch at all and if the video output card has failed, you can request a new video output card.  Replacing it will involve removing the server's top case and swapping the cards.