SSP/SSB not responding / hangs / hang / freezes / freeze / waiting error while setting or changing background

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 access, set or change a background file in either SongShow Plus or Slide Builder, the application either shows Not Responding, Waiting message, goes to a white screen, has a long hourglass (wait time exceeding 10 min) or crashes altogether. 

NOTE: Many Intel integrated and discrete graphics solutions and drivers have eliminated DirectX9 support and will not function as expected.  Refer to article DI15 for more details. 
NOTE: It is NOT recommended to use any integrated graphics solutions with SongShow Plus. 

Possible Cause:
Use of Intel Integrated graphics may be inducing errors with the application of backgrounds and thumbnail generation.

Possible Solution:
Discontinue use of integrated Intel graphics. Refer to article DI15 for more details. 

Possible Cause: 
Current content may be in a program or currently being presented (possibly both) causing live content to be edited.

Possible Solution: 
Editing live content can cause issues with saving or stability in SSP/SSB since multiple copies of the same file are in use at the same time.  Avoid this by presenting a blank slide, removing the item from the program or editing outside of SSP altogether.  This will ensure that the master copy is saved as expected.

Possible Cause: 
There are incorrect or corrupted files in the data files path.  These may exist in the root folder or other specific folder that the user is trying to access.

Possible Solution: 
Isolate and delete corrupt or suspect files.

Troubleshooting:
NOTE: if you are not comfortable with these steps, contact your IT specialist or our support team for assistance.

If you suspect there are corrupt or incorrect files you can try the following:

• Use File Explorer to open the SSP data files.
• Search the root and other folders for files that are fragments (no extension) - Isolate any files found by removing them from the SSP data tree.
• Search the root and other folders for files that do not belong (i.e. image files in the video folder) - Isolate any files found by removing them from the SSP data tree.
• Isolate all files by moving them to an alternate folder so there is a clean root folder.

• SSB or SSP crashes due to unrelated operation - The settings are saved when SSP/SSB closes so if it does not close properly it may be in a bad state.
• The source file path changes - If the last location browsed was a removable drive, SSP/SSB was shutdown then the removable drive was disconnected, SSP/SSB may start in a bad state.

Possible Solution: 
Users should avoid manually changing file paths in the SSP database.
Users should avoid using removable drives as the import source since saving, then removing that path when the drive is disconnected may cause issues.

This may need intervention by a support agent. Please contact the Support Team

If this article does not resolve the issue, contact the Support Team.

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