Unable to present certain WMV video files will not play
Applicable SongShow Plus Versions:
This article applies to all versions of SongShow Plus
* Updates correcting this issue may be available. Ensure that you are using the most current build of SongShow Plus from the Download page before proceeding. *
Symptom:
When trying to play certain WMV video files the user get an error indicating the file is unable to play or it may seem to hang up SongShow Plus. These videos may also start to play but stop prematurely.
Possible Cause:
This may occur if the file was downloaded from a suspect source. Windows 10/11 may "block" a file if it does not appear to be from a reputable source. This can be triggered by a reputation rating or settings in Windows security.
Possible Solution:
We will leave it up to the end user on how they want to manage these settings, however, this process can be a source of content not working in SongShow Plus. Usually the best course of action is to ensure that the content is from a reputable source and run a virus scan on it before proceeding. If this occurs the file will have the following message "This file came from another computer and might be blocked to help protect this computer".
If you determine that the file is good, you can remove the block as follows:
- Locate the file in question in File Explorer.
- Right click on the file and select the Properties option from the menu.
- This should open to the General tab. If not select it.
- At the bottom you will see a security message.
- Click the check box that says "unblock".
- Click OK to save and close.
- Once this is complete, you should be able to run the installer normally.
Possible Cause:
This issue appears to be isolated to WMV videos that have been created with an older version of the WMV codecs. The suspect version is the "WMV2 WMP v8" type used in older encoders. Other older types may also be suspect. Most videos in this format will play but there are some that do not. In most cases we have determined that these videos are using non-standard resolutions or audio bit-rates. These minor flaws cause one or more frames to be corrupted at random places in the video. A good test for this is to see if you are able to move the slider manually a frame or two and then start/resume playback. This would indicate that the issue is caused by a corrupted frame during the initial render.
Possible Solution:
Acquire/Render the video in a newer WMV format.
Possible Solution:
Re-render the video into the latest WMV format (WVC1) or supported H.264 format (if you have the plug-in) using rendering software.
Disclaimer - The first option should always be going back to the source of your file and ask for an update. If you created the source video, simply use the tools you created the video with. Use the software below at your risk. These are merely suggestions for possible solutions and may not resolve all issues. Vet options as you see fit before proceeding.
From Microsoft:
Windows Movie Maker: This was available for free download as part of Windows Essentials but that was removed by Microsoft on January 10th 2017 - no replacement was provided. If you still have this download or have it already installed, it should work as before.
Expression Encoder 4: This is available for free download from Microsoft (as of this update) but support has ended. This tool is less user friendly than Windows Movie Maker but will still do the job. If your source video is corrupted this tool may not read it successfully.
From 3rd Parties:
Movie Edit Touch: For Windows 10 users - This is available in the Windows Store and seems to do a quick job of this.
NOTE: This video format is expected to play and we are working on an internal correction for this. Updates are being made in SSP 8 that will prevent SSP from hanging up but the video still may not play as expected. Also if there are corrupted frames in the video it should be re-rendered anyway.
If this article does not resolve the issue, contact the Support Team.
(TS223)