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Thread: TriCaster not loading Sessions after update

  1. #1
    Registered User impalaboy's Avatar
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    TriCaster not loading Sessions after update

    I updated our TriCaster 8000 AE2 from version 5-1-180706c to version 5-1-190425C using the Update TriCaster option from the Administrator Mode screen.
    I did all available updates except the Virtual Set updates because we don't use them.

    Since the update, the system hangs on loading my session...
    I started by creating a new session but it won't load at all. The TriCaster just sits on a black screen.
    If I try loading an older session, the TriCaster partially loads, but not all of the sources show up on the screen. Most of the screen is blank. Here is what it looks like:


    Click image for larger version. 

Name:	TriCaster.jpg 
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Size:	1.11 MB 
ID:	145994


    Any help would be much appreciated.

    -Terry
    -Terry Moore
    TriCaster 8000AE2
    3Play 425
    LiveText 3.0

  2. #2
    Registered User impalaboy's Avatar
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    I have since discovered that if I double-click on one of the visible windows, the screen refreshed and everything shows up.

    Why is this happening?

    I also noticed that when I click on the gear icon to change the streaming settings, nothing happens. I cannot access the streaming settings at all!

    Ideas?
    -Terry Moore
    TriCaster 8000AE2
    3Play 425
    LiveText 3.0

  3. #3
    Update your nVidia drivers.
    Kane Peterson
    Solutions Architect
    NewTek, Inc.

  4. #4
    Registered User impalaboy's Avatar
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    Thanks Kane. There was an update available so I did it but it made no difference.
    Any other suggestions?
    -Terry Moore
    TriCaster 8000AE2
    3Play 425
    LiveText 3.0

  5. #5
    Does this happen in a new session? I've found that the nVidia driver update is usually the fix when you get screen issues. There is an option in the nVidia to do a 'clean install' you might try that.
    Kane Peterson
    Solutions Architect
    NewTek, Inc.

  6. #6
    Registered User impalaboy's Avatar
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    I don't see anything in the nVidia Control Panel for doing a 'clean install'.
    Do you know where I should be able to find this option?
    -Terry Moore
    TriCaster 8000AE2
    3Play 425
    LiveText 3.0

  7. #7
    Registered User impalaboy's Avatar
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    Reinstalled the nVidia drivers, created new session, black screens...

    After I double-clicked on the screen, it refreshed.

    I still don't have access to the Streaming settings. We need this!
    -Terry Moore
    TriCaster 8000AE2
    3Play 425
    LiveText 3.0

  8. #8
    Registered User impalaboy's Avatar
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    I have also noticed a white line under STREAM. None of the other "buttons" across the top have this line:

    Click image for larger version. 

Name:	stream.jpg 
Views:	13 
Size:	1.10 MB 
ID:	145995
    -Terry Moore
    TriCaster 8000AE2
    3Play 425
    LiveText 3.0

  9. #9
    Registered User impalaboy's Avatar
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    More info: When I press the STREAM button, as if I was going to start a stream, I get a warning that says "Streaming: The selected stream named "FaceBook" is not configured correctly.

    I can't get to the configuration settings but for some reason it is set to stream to Facebook.
    -Terry Moore
    TriCaster 8000AE2
    3Play 425
    LiveText 3.0

  10. #10
    To do a clean install, choose Custom (instead of Express) in the nVidia drivers. Then there is a checkbox at the bottom of the custom options to perform a clean install.

    Beyond, that I'm out of ideas. Connect support. http://new.tk/support
    Kane Peterson
    Solutions Architect
    NewTek, Inc.

  11. #11
    Registered User impalaboy's Avatar
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    Could the video driver problem cause the issue with the Stream settings?
    Everything else seems to be working just fine once the screen refreshes.
    Although I did notice that the active source on the program bus displays as a white button, not a red on like it had in the past. The source in preset is also white.

    Is this a new feature in the latest update or is it related to the video driver? It seems strange to me that the active source would display as white.
    Last edited by impalaboy; 09-17-2019 at 04:53 PM.
    -Terry Moore
    TriCaster 8000AE2
    3Play 425
    LiveText 3.0

  12. #12
    The Intel GPU driver is used for encoding of the stream, but not the display of the user interface. The nVidia card is used for that.

    I'd recommend connecting support. http://new.tk/support
    Kane Peterson
    Solutions Architect
    NewTek, Inc.

  13. #13
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    I'm having the same issue impalaboy, going to try and update the drivers now and see if that helps me

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