Sparkbooth freezes

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Sven

19 May, 2022 08:09 PM

Good day,

Our company has been using Sparkbooth for 2 years on 3 photobooths (all with Canon cameras). They run different versions of Sparkbooth, one even the latest beta with the new camera delay function. We've always had freezes in Sparkbooth after which we need to fully restart the photobooth. This once in every few events.
Last night we've finally had a breakthrough and nailed the exact problem/point of freezing.

When a photo session is ended (after entering the e-mail address) and you start tapping the touchscreen constantly non-stop to start the next session as soon as possible, Sparkbooth almost always crashes/freezes. Note that we use 3 different PC's, one even very high end, so the problem is not hardware related.

Hopefully other users can reproduce and confirm this bug/problem so it receives a high priority with the dev team.
We've always loved using Sparkbooth but the constant freezes make us consider switching to another software.

Kind regards,
Sven

  1. Support Staff 1 Posted by Joe Connell on 19 May, 2022 11:42 PM

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    I do not see any license registered to this email
    [email blocked]
    What email did you register the software license?

  2. 2 Posted by Sven on 20 May, 2022 07:53 AM

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    [email blocked] (2x ds6 license, 1x ds7 license)

  3. Support Staff 3 Posted by Joe Connell on 20 May, 2022 12:32 PM

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    OK I now see your license information.

    There is no bug, you start tapping the touchscreen
    constantly non-stop to start the next session
    is the issue
    causing your Touch screen to become confused and making the crash.

    It appears your Touch screen is having issues and that is not the software.

  4. Support Staff 4 Posted by John on 20 May, 2022 01:49 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
    And let me know the date and time when it happened so I can look it up in
    the log

  5. 5 Posted by Sven on 21 May, 2022 10:26 AM

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    Please find attached
    The last freeze happened on 20 May around 6PM.
    It kept saying enabling camera, even after a few tries. We had to unplug the power and restart the computer to solve it.

  6. Support Staff 6 Posted by Joe Connell on 21 May, 2022 11:49 AM

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    I suspect it is your camera shuting down.
    DSLR cameras are not built to be on for long periods of time
    and they will shut down to prevent over heating.
    Even if you set it to NOT SHUT down, this is a built in
    safety feature to prevent major camera damage.
    It is not the Sparkbooth software causing this issue.

  7. Support Staff 7 Posted by Jorge Oliva on 21 May, 2022 12:54 PM

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    Another issue is you have no ventilation in the photo booth for the camera and like joe says it will shut down if it overheats. I normally put a small fan inside my photo booth to keep the air moving around and help extract the heat.

  8. Support Staff 8 Posted by John on 21 May, 2022 02:54 PM

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    Is this the same log that was sent in the support request?

  9. 9 Posted by Sven on 21 May, 2022 03:10 PM

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    @Joe, Jorge, we do have fans inside our photobooths and the camera never feels warm when the photobooth is stuck. On other events without crashes and in the full sun, the camera gets much hotter without issues. Are there any cameras that you recommend which would probably endure more?

    @John, it should be yes.

  10. Support Staff 10 Posted by John on 21 May, 2022 04:41 PM

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    The log does not show anything at that date and time. Can you record a
    video showing how to reproduce the problem?

  11. 11 Posted by Sven on 22 May, 2022 05:40 PM

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    I created a WeTransfer link because the file is too big: https://we.tl/t-wkqZbmMkXo
    This is an example of Sparkbooth freezing after tapping the screen right after a session ends. We're currently also testing other photobooth software which doesn't have this issue so I doubt it's the touchscreen 'getting confused' as Joe suggested.

  12. 12 Posted by Sven on 22 May, 2022 09:06 PM

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    This page gives an error when I try to post a WeTransfer link

  13. 13 Posted by Sven on 23 May, 2022 08:07 AM

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    I can't post a We Transfer link here? Is there any other way I can get the video to you since uploading is only allowed to 10Mb?

  14. Support Staff 14 Posted by John on 23 May, 2022 01:59 PM

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    It posted. There was just an issue with the support site yesterday. I will
    review

  15. Support Staff 15 Posted by John on 03 Jun, 2022 01:14 PM

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    Can you export your settings and send it to me? Only enable the settings
    and deselect the other Advanced Export options. See attached

  16. 16 Posted by Sven Naesen on 06 Jun, 2022 11:20 AM

    Sven Naesen's Avatar

    Hi John,

    Please find attached.

    Kind regards,
    Sven

    Van: John <[email blocked]>
    Verzonden: vrijdag 3 juni 2022 15:15
    Aan: [email blocked]
    Onderwerp: Re: Sparkbooth freezes [Sparkbooth DSLR Questions #17832]

  17. Support Staff 17 Posted by Jorge Oliva on 06 Jun, 2022 12:36 PM

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    John or joe will review this as soon as he logs in please be patient.

  18. Support Staff 18 Posted by John on 06 Jun, 2022 01:27 PM

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    Thanks. It should help

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