Software does not start / Menu not visible - Photo Mirror

Martin's Avatar

Martin

05 Jan, 2019 11:17 PM

Hello - I have the latest version of the software (Sparkbooth 6) installed on our photo mirror.
After startup and loading no menu or similar appears. It is only background visible (see attachment). What am I doing wrong? On my normal PC, it works without problems.

Who can help? Or is there an additional program missing?
Also with version 5 I have exactly the same problem on photo mirror.

Thanks in advance for your help!

  1. Support Staff 1 Posted by Joe Connell on 05 Jan, 2019 11:27 PM

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    First... version 5 does not have Mirror mode
    Did you make any setting changes before using
    in mirror mode? It appears the screen is showing
    the background image when (in Mirror mode)
    it should be showing a black screen with animations.

    Start with sending a Request Support form in Settings > About page
    you will see Request Support (click it) and in comments
    type "Won't start" and send / OK

    This will provide us additions information about your system

  2. Support Staff 2 Posted by John Wu on 05 Jan, 2019 11:33 PM

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    What is the resolution of your monitor in pixels?

  3. Support Staff 3 Posted by Joe Connell on 05 Jan, 2019 11:39 PM

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    Martin,
    Also if you speak English,
    we can Skype and I can share my screen
    and show you how to set it all up for Mirror mode.

    My Skype email is ccuvideo @ gmail . com
    (no spaces ... only used because this forum hides emails)

    It appears so far that you are not in the Mirror Mode
    and you do not have the setting set up correctly.


    Joe Connell - SB Support

  4. 4 Posted by Martin on 05 Jan, 2019 11:44 PM

    Martin's Avatar

    Thanks for the answers - I downloaded the version 6 and installed. After the start comes Loading and this screen. Mirror mode or report I can not set, because no menu is visible.

    The size I can not say but if I zoom out / minimize the window no menu is visible.

  5. 5 Posted by Martin on 05 Jan, 2019 11:49 PM

    Martin's Avatar

    I do not speak very good English. German is better. I suspect that it is a PC problem software / hardware. On my other PC (normal screen) it runs without problems.

    Does sparkbooth need special windows programs? Which are maybe standard?

  6. Support Staff 6 Posted by Joe Connell on 05 Jan, 2019 11:50 PM

    Joe Connell's Avatar

    What you show on screen appears to have the
    normal photo booth mode and is not set correctly
    to show full screen because the resolution of your
    monitor is not correct...
    Send the Request Support so we can see more information
    on your system settings...

  7. 7 Posted by Martin on 06 Jan, 2019 12:03 AM

    Martin's Avatar

    I can not change the mode because I see no settings and can do without a menu or button. How can I send request support? I can not get into the menu or to the settings :-(

  8. Support Staff 8 Posted by Joe Connell on 06 Jan, 2019 12:04 AM

    Joe Connell's Avatar

    You can send the Request Support from the main screen
    hold down the Ctrl + Shift +9 keys all at the same time
    and it will open the form... and click OK to send it

  9. Support Staff 9 Posted by John Wu on 06 Jan, 2019 12:08 AM

    John Wu's Avatar

    From your screenshot, it looks like Sparkbooth was unable to start. That
    could be due to the screen resolution being too small. What is the screen
    resolution of your monitor in pixels?

  10. 10 Posted by Martin on 06 Jan, 2019 12:15 AM

    Martin's Avatar

    ok thanks - I'll try that. Are there any other keyboard shortcuts for Settings or menu?

    Yes i think also it was unable tor start. But at beginning the Loading text is in the middle of screen. I Check the screen resolution and pixel and send you in the next days.
    Thanks for our help!

  11. 11 Posted by Martin on 12 Jan, 2019 03:38 PM

    Martin's Avatar

    Hi again

    Now i tested. Key Shortcut is not possible. No menu is open.
    More details see my video... please help!

    The resolution is: 1080 x 1920, i tested with second resolution 900 x 1600. That is the same problem.

  12. Support Staff 12 Posted by Jorge Oliva on 12 Jan, 2019 04:14 PM

    Jorge Oliva's Avatar

    We need to wait for john to log in and take a look at this. be patient thanks

  13. Support Staff 13 Posted by Jorge Oliva on 12 Jan, 2019 04:20 PM

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    follow this video looks like your not in mirror booth mode. http://help.sparkbooth.com/kb/how-to/mirror-booth-setup

  14. Support Staff 14 Posted by John Wu on 12 Jan, 2019 04:31 PM

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    Can you send your log by holding down shift-ctrl-9 from Sparkbooth's main
    screen?
    Or see http://help.sparkbooth.com/kb/how-to/sending-support-requests

  15. 15 Posted by Martin on 12 Jan, 2019 05:18 PM

    Martin's Avatar

    Hello John - I can not send a log. Even the key combination does not work! The program does not start - see also no menu.

  16. Support Staff 16 Posted by John Wu on 12 Jan, 2019 05:59 PM

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    Can you send the Sparkbooth.txt file in your Documents folder?

  17. 17 Posted by Martin Keller on 12 Jan, 2019 06:08 PM

    Martin Keller's Avatar

    Where can i find this file?

  18. Support Staff 18 Posted by John Wu on 12 Jan, 2019 06:19 PM

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    In the Documents folder

  19. John Wu closed this discussion on 05 Feb, 2019 04:51 PM.

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