H.264 (AVC) Video support does not work when Full Graphics Mode / Use GPU is disabled

Applicable SongShow Plus Versions: 
This article applies to all versions of SongShow Plus using the h.264 Plug-in.

* 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. * 

NOTE: SSP9.x running on Windows 10 or later does not require the H.264 plug-in to work.  Native Windows support is used.

Symptom:
H.264 (AVC) Video support does not work when Full Graphics Mode (HEG or High-End Graphics/ Use GPU) is disabled.  

Possible Cause:
HEG (Use GPU) in SSP is currently required for these videos to work.  The user will get an error message in the alerts that states:

"Unable to load video: VideoName and extension Reason: Unable to load Video (NotAccessable). Reason: Cannot play back the file.  The format is not supported."
 
This is sometimes disabled because of an error but in most cases it will be disabled by default if the video card does not support DX9.
 
Possible Solution:
Enable Full Graphics Mode (HEG or High-End Graphics/ Use GPU) from the main tool bar.  select Tools > Enable Full Graphics Mode/ Use GPU and restart SSP.  If it disabled again on restart, verify video card is DX9 compatible.  If it is and this persists, contact support. 

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

(TS94)