Black screen & updates

americanmobilemusic's Avatar

americanmobilemusic

29 Sep, 2019 06:53 PM

I have a large dell touchscreen with the good logitech webcam. I use this touchscreen only for photobooth, so I have automatic updates for it off as I know it can screw things up, and do the manual shutdown. But, I've noticed that my sparkbooth software keeps saying "up to date" but right now the version is showing 4.3.113.??? Which I don't think is the latest version?? Also, last night at an event at the end, the screen went black but touchscreen was still on, I had to reboot, it was OK after that.........can anyone help me? THX!

  1. Support Staff 1 Posted by John Wu on 29 Sep, 2019 07:40 PM

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    Can you send a screenshot of the message you are seeing?

  2. Support Staff 2 Posted by Joe Connell on 29 Sep, 2019 08:25 PM

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    NOTE: 4.3.113 is the last Update for that version

    6.0 is the Current version, If you want the latest version
    you can Upgrade to 6.0 here https://secure.sparkbooth.com/upgrade
    (Yes, there is a cost to Upgrade from older version to current version)

  3. 3 Posted by americanmobilem... on 29 Sep, 2019 09:45 PM

    americanmobilemusic's Avatar

    So do you have to pay everytime you update now? And what's the difference
    between the upgrade and the version I have? Also, other than going dslr,
    what's the best webcam you'd recommend?
    Thx!!

  4. Support Staff 4 Posted by Joe Connell on 29 Sep, 2019 10:00 PM

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    RE: So do you have to pay everytime you update now?
    Updates are free (fixes/changes to the versions you have.)
    4.0 has been Upgraded (over 2 years ago) to Newer versions
    5.0 over a year ago and now the current 6.0
    - You can continue using the older 4.0 version you have forever,
    but once a Newer version becomes available (with new features)
    the Updates end for the older versions.

    RE: And what's the difference between the upgrade and the version I have?
    Many New features - You can read about all the different features and
    change in the Release Notes for both 5.0 here
    http://help.sparkbooth.com/kb/getting-started/sparkbooth-5-release-...
    and the current 6.0 here
    http://help.sparkbooth.com/kb/getting-started/sparkbooth-5-release-...

    RE: Also, other than going dslr, what's the best webcam you'd recommend?
    The suggested webcams are listed here http://help.sparkbooth.com/kb/webcam/recommended-webcams

    I have been using a Logitech c920 from 4.0 to the current 6.0 and
    have never had any issues, I do suggest if you are going to use
    Green Screen, to use a c922 or Brio

    I hope this explains the difference between Update and Upgrade

  5. 5 Posted by americanmobilem... on 30 Sep, 2019 04:03 AM

    americanmobilemusic's Avatar

    there is no message, the screen froze and went black, my attendant came and
    got me and I rebooted, then everything went back to normal.

  6. Support Staff 6 Posted by Joe Connell on 30 Sep, 2019 04:12 AM

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    So your Attendant experienced this but did not see any message and came over to your DJ table for help... how well does your attendant know the software and are you sure they did not notice any thing else happening...???

    Send your info doing a Request Support from the main screen
    by holding down the Ctrl + Shift + 9 keys all at the same time
    and type Black screen in the comments and send / ok

    This will send us info of what was happening during that time

  7. 7 Posted by americanmobilem... on 01 Oct, 2019 05:23 PM

    americanmobilemusic's Avatar

    He said weird things happened like the people were standing ready to take a
    pic, but they weren't actually showing them on screen, the picture box was
    blank. Then he said it just went black screen. He's not a techy, so he
    doesn't know much about it. He sets up and presses the button to start the
    session, that's it! We don't let anyone touch the equipment or screen.

    Thank you for your "Send info" instructions.

    I have the c920 webcam, and haven't done an update since Feb. 2017. Do you
    think I should update it?? I'm always weary of doing updates, as previously
    in the past I had problems with my rx1 printer (I have the 620 now) after
    updates on the PC, that's why I have any updates off.
    I'll probably end up doing the upgrade to 6 for the software. I haven't
    actually used the green screen option yet. I keep my system pretty quick
    and simple, I don't even have the social media set up or GIF, probably
    should do GIF!! I don't have much time to experiment with my PhotoBooth
    stuff, as I'm a mobile DJ first, and then they add on the Photobooth, but
    of course would like to do more of them.
    Does the c920 have a problem with green screen?

  8. Support Staff 8 Posted by John Wu on 01 Oct, 2019 06:03 PM

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    If you send the log as Joe indicated, we can take a look at it.

  9. 9 Posted by americanmobilem... on 01 Oct, 2019 06:20 PM

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    But do you think it has anything to do with the webcam not being updated?
    Are you saying send the log now?

  10. Support Staff 10 Posted by John Wu on 01 Oct, 2019 06:37 PM

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    I don't know

  11. 11 Posted by americanmobilem... on 02 Oct, 2019 04:22 PM

    americanmobilemusic's Avatar

    Thank you John, but do you have anyone else that may know? I'd really
    appreciate it!

  12. Support Staff 12 Posted by John Wu on 02 Oct, 2019 04:27 PM

    John Wu's Avatar

    I do not. But maybe check with other users at the Sparkbooth Users Group
    https://www.facebook.com/groups/sparkbooth.users.group

  13. Support Staff 13 Posted by Joe Connell on 02 Oct, 2019 04:32 PM

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    AGAIN ... I say
    Send your info doing a Request Support from the main screen
    by holding down the Ctrl + Shift + 9 keys all at the same time
    and type Black screen in the comments and send / ok

    This will send us info of what was happening during that time

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