Replay Crashing

Hi Jesus,

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Hello Team Replay,

It seems this issue has existed since 2018 and there hasn't been a fix/patch to address it.   I have encountered this issue recently as well and  all I can see from this thread is "that someone will enlist the help of our support engineers to reach out and work with you one-on-one to troubleshoot what may be causing the crashes to occur."  If enough users flag a common issue could it be it's not a user error/hardware error and that the fault lies in the software?

So sorry you ran into this, Layton!

The nature of a crash can be tricky to identify. Referencing a few cases, it looks like the culprit varied from file corruption and working on a network drive.

These best practices to help mitigate the risk and a Replay 360 repair are good places to start.

If everything checks out there, would you be willing to work with our Engineers so we can pull a few system logs? The results will help us verify whether a bug is affecting the tool or if something else is causing the crash.

Let me know if there's anything else I can do, as I'm happy to help!

I've also been having the same issue. It mainly happens when I'm tying to publish, but it has also crashed saving and doing a screen recording. It somehow can't get past 26% of the publish and then it crashes. I have a new machine, plenty of memory, and have followed all the repair practices and repair tricks. Very very frustrating, especially when you're on a deadline and spending x5 the effort on something that should be pretty basic.

Hi, Oana.

Thank you for reaching out, and I'm sorry you're having issues when publishing from Replay.

Since you've already attempted a few troubleshooting steps, I went ahead and opened a support case with our engineers. You should hear from our team soon via e-mail. 

Looks like there has not been an update to this thread for a while but I am ALWAYS having issues with Replay crashing when I am editing.  I usually adjust segments frequently and it is when I am doing this editing that it crashes. I save continually and usually I find that if I undo my last edit or several edits, it allows me to continue. I just had a problem publishing a module which will not finish publishing.  It gets to 95% and then crashes out.  Sometimes it has a resulting file but the file is unreadable. I am likely going to have to use a different product because the crashing is so frequent and unpredictable which is a shame because I like the ability to quickly create videos with the tool. For this project, I am not sure what I will do but probably start cutting pieces out from the end and see if it will publish to find out what segment of the video is causing the issue.

UPDATE: Trimming off the segments one by one from the end of the timeline solved the issue and I was eventually able to publish after trimming.  Now just have to add in those missing pieces.

Is there a maximum amount of videos or storage at the root of this? I have a bunch of videos created and published to Review but when I go to start a new project, I add the video clip I need to edit then when I go to add an opening graphic, I get kicked out. I've rebooted my system, tried multiple times and the result is the same. I'll be opening a ticket but this is problematic for anyone working on projects with timelines...

Hi Miranda,

Thanks for reaching out and detailing what you're experiencing. I see that you’ve connected to our Support Engineers and are working with my teammate, Philam. You’re in great hands! We’ll continue the conversation there.