Problems with Windows Media Sound

Has anyone else encountered this problem?  I've been working on a big course (more than 80 slides) for over a year.  It seems like every time I get into inserting audio and making changes, on a fairly regular basis my Windows Media Player shuts down and I get this error message:  Unable to play Windows media player error: An audio device was disconnected or reconfigured.  I've run all kinds of diagnostics, made sure my drivers are up-to-date, etc.  The only solution is to shut everything down and reboot my computer.  This can happen 2 or more times an hour.  Ideas??

10 Replies
Adrian Dean

Hi Anna,

To probably get a better idea as to what is happening, you will probably need to get a Technician to take a look at your Windows Event Logs. Those logs, specifically the Application.extv one, should detail exactly what is causing Windows Media Player to crash. If I had to guess, there is probably something wrong with a DLL file.

Always Happy to Help,

Adrian

Adrian Dean

Hi Anna,

The crashing of Windows Media Player and what may be the reason behind it crashing isn't something that we at Articulate could normally provide support for. In fact, Windows Media Player doesn't have anything to do with inserting audio into Storyline at all. What is the audio format (mp3, wma, wav)?

What I meant by technician, is someone from your IT department or a local computer tech near you, who could take a look.

Adrian

Phil Mayor

Adrian Dean said:

Hi Anna,

The crashing of Windows Media Player and what may be the reason behind it crashing isn't something that we at Articulate could normally provide support for. In fact, Windows Media Player doesn't have anything to do with inserting audio into Storyline at all. What is the audio format (mp3, wma, wav)?

What I meant by technician, is someone from your IT department or a local computer tech near you, who could take a look.

Adrian


Adrian, I get this error periodically when I insert audio, more specifically when I press the insert button after selecting the audio.  You say the WMP has nothing to do with inserting audio but at some point you must be calling the DLL or program for the error to fire.

Adrian Dean

Hi Anna and Phil,

I'll be glad to take a look at your Windows Event Logs if you wish. I think the best way to go about this would be to open a Support case and ask that it be assigned to me directly. I'll provide you the logs I need and where they are located. You'll gather and zip them up into one file to upload and I'll view them and see what we can find out.

Adrian

Phil Mayor

Hi Adrian

Normally WAVs and MP3s

here is a typical event log

Log Name:      Application

Source:        Windows Error Reporting

Date:          2/25/2013 12:57:12 PM

Event ID:      1001

Task Category: None

Level:         Information

Keywords:      Classic

User:          N/A

Computer:      PHILMAYOR6BE1

Description:

Fault bucket , type 0

Event Name: APPCRASH

Response: Not available

Cab Id: 0

Problem signature:

P1: wmprph.exe

P2: 12.0.7600.16385

P3: 4a5bd018

P4: ntdll.dll

P5: 6.1.7601.17725

P6: 4ec4aa8e

P7: c0000005

P8: 000000000004e4b4

P9: 

P10: 

Attached files:

These files may be available here:

C:\Users\philmayor\AppData\Local\Microsoft\Windows\WER\ReportQueue\AppCrash_wmprph.exe_26b9e518b5f0a8529e18e33a708238ee1dcac7_0cc2d056

Analysis symbol: 

Rechecking for solution: 0

Report Id: de2df145-7f4a-11e2-8b60-bc9a78563412

Report Status: 4

Event Xml:

 

   

    1001

    4

    0

    0x80000000000000

   

    6969

    Application

    PHILMAYOR6BE1

   

 

 

   

   

    0

    APPCRASH

    Not available

    0

    wmprph.exe

    12.0.7600.16385

    4a5bd018

    ntdll.dll

    6.1.7601.17725

    4ec4aa8e

    c0000005

    000000000004e4b4

   

   

   

   

   

   

    C:\Users\philmayor\AppData\Local\Microsoft\Windows\WER\ReportQueue\AppCrash_wmprph.exe_26b9e518b5f0a8529e18e33a708238ee1dcac7_0cc2d056

   

   

    0

    de2df145-7f4a-11e2-8b60-bc9a78563412

    4

 

Adrian Dean

Hi Phil and Anna,

The ntdll.dll is associated with .NET. What's happened is that it has more than likely gotten corrupted at some point. So to resolve that, you will either need to repair your .NET installation, or remove it altogether and start fresh. If you aren't comfortable with doing so, you'll need to get your IT department or local computer tech involved to help you fix it. 

Adrian

Adrian Dean

The ntdll.dll isn't part of the .NET libraries itself however. So if repairing/reinstalling .NET doesn't resolve it, you may have to see if you can replace the bad dll file with a good one. If you aren't able to do that, Windows Restore might be your next best bet. If that isn't possible, I would see about attempting a Windows Repair.

Adrian