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New Driver is hanging a lot.
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Post new topic   Reply to topic    Matrox MXO User Forum Forum Index -> MXO2 Family and Mojito MAX with Avid Media Composer Family (Mac)
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eduserrano
(MXO2 Mini)




Joined: 04 Jul 2005
Posts: 51

PostPosted: Sat Mar 02, 2013 9:36 am    Post subject: New Driver is hanging a lot. Reply with quote

Hi there,

Here we go again. I installed the new driver but it is making MC hang whenever I use jkl. It's pretty random and it has happened while jkl'ing the source monitor or, dragging the mouse on the source timeline, or jkl'ing the thumbnail on a bin. It hangs when I stop the jkl.

I had great hopes for this driver since I've been struggling for the slowness of the other ones. But, this one doesn't solve this problem at all. I can still edit almost 4 times more responsive if I turn Matrox off. I tested a beta driver that was given on Avid forum, around 4 months ago and it seemed more responsive than this one.

Anyway, back to the hangging (beachball), it's definitely the matrox because while hanging, if I try to click on system preferences/matrox utilities, it will hang as well.

I'm running on a 1080p/24 project with DNxHD 115 media. The computer is a 8 core 2010 westmere, which is fast enough.

Any suggestions?

Ed.
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eduserrano
(MXO2 Mini)




Joined: 04 Jul 2005
Posts: 51

PostPosted: Sat Mar 02, 2013 9:37 am    Post subject: Reply with quote

I forgot to mention OSX 10.7.5 and Avid MC 6.5.2.
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eduserrano
(MXO2 Mini)




Joined: 04 Jul 2005
Posts: 51

PostPosted: Sat Mar 02, 2013 9:39 am    Post subject: Reply with quote

Another note: If I try to restart MC, by force quitting, It won't start and will hang while accessing the hardware. I have to restart the machine for it to reset the Matrox Mini box.
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Matrox_Support_Sam
(Moderator)

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Joined: 04 Jul 2005
Posts: 6881

PostPosted: Mon Mar 04, 2013 10:56 am    Post subject: Reply with quote

Hi,

Does the issue occur when JKL from the timeline?
Have you tried changing the DNxHD codec to lower rate when importing the source file?

What is the System Sound Preferences set to for Audio Input and Output? Make sure they are set to non-Matrox audio device.

We are currently not able to reproduce the issue in house with Avid MC 6.5.2 on ML 10.8.2 using 1080p24 project with single clip.

How long does it take to reproduce the issue? Are there any other details on reproducing the issue?
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Sam
Matrox Video Technical Support
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eduserrano
(MXO2 Mini)




Joined: 04 Jul 2005
Posts: 51

PostPosted: Fri Mar 08, 2013 10:07 am    Post subject: Reply with quote

Quote:
Does the issue occur when JKL from the timeline?
Have you tried changing the DNxHD codec to lower rate when importing the source file?


Yes, it does. It did occur when scrubbing on the timeline.
I haven't tried changing the codec but this is already a pretty low codec and it is running off a speedy HD inside of the computer. No external HDs at all.

Quote:
What is the System Sound Preferences set to for Audio Input and Output? Make sure they are set to non-Matrox audio device.


They are both set to Line in/Line out.

Quote:
How long does it take to reproduce the issue? Are there any other details on reproducing the issue?


The problem is that is pretty random. It does look like the early bugs we had with the caps lock on, it could happen as quick as one activated it or it can take some time.

Do you recon it could be because I am on 10.7.5? Is it advisable to upgrade to 10.8.2?[/quote]
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Matrox_Support_Sam
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Posts: 6881

PostPosted: Fri Mar 08, 2013 11:19 am    Post subject: Reply with quote

Do you have Fast Scrub enabled?
Do you have any other 3rd-party software or hardware installed?

I cannot confirm if the issue is resolved with ML 10.8.2 but many users have reported working well with this OSX version and MXO2 software.

Would it be possible to send us your source 1080p24 file?
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Sam
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eduserrano
(MXO2 Mini)




Joined: 04 Jul 2005
Posts: 51

PostPosted: Fri Mar 08, 2013 2:08 pm    Post subject: Reply with quote

Fast Scrub is enabled and I don't use any 3rd-party hardware and only the Baselight Plugin. But most of the time the problems ocurred on the source (left) side of the composer window.

Do you want my red original file or the transcoded one? How can I upload that?
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Matrox_Support_Sam
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PostPosted: Fri Mar 08, 2013 2:14 pm    Post subject: Reply with quote

Thanks for the update. Please send us your source file, ie RED footage. Please see your PM inbox for ftp upload information.

In addition, have you tried with other footage? ie ProRes etc..
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Sam
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eduserrano
(MXO2 Mini)




Joined: 04 Jul 2005
Posts: 51

PostPosted: Mon Mar 11, 2013 3:00 pm    Post subject: Reply with quote

I will send you a short clip of the red original footage. Wondering around in the system, I found an recurring error that is terminating and crashing one of your "agents". It seems that something from matrox (com.matrox.vpg.agent) is crashing every second, causing the system even to clean the log files because they're getting to large.

I will send you one of the log files and you can analyse that.

Thank you.[/img]
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Matrox_Support_Sam
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PostPosted: Wed Mar 13, 2013 10:31 am    Post subject: Reply with quote

Thanks for the RED source file. We have imported the file via AMA plugin and we are not yet able to reproduce the JKL issue.

The RED clip is a short clip with still frame of footage? No audio?
Do you have any effects applied to the clip?
Can you detail your exact steps so we can confirm we are performing the same?
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Sam
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eduserrano
(MXO2 Mini)




Joined: 04 Jul 2005
Posts: 51

PostPosted: Wed Mar 13, 2013 10:52 am    Post subject: Reply with quote

I cannot reproduce the problem myself. Like I said, it's pretty random. I sent you one of the clips I used and yes, since audio was recorded on an external recorder, there's nothing on the audio track. The shot I sent you is an insert that is static.

What about the reoccurring crash error on the log files, do you get those as well?
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Matrox_Support_Sam
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PostPosted: Wed Mar 13, 2013 12:12 pm    Post subject: Reply with quote

You are able to reproduce with this specific RED clip while following what exact steps? How often in % do you see the problem?

We have not been able to reproduce the crash error occurring in console window.
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eduserrano
(MXO2 Mini)




Joined: 04 Jul 2005
Posts: 51

PostPosted: Thu Mar 14, 2013 8:13 am    Post subject: Reply with quote

As I said before, I cannot reproduce it. It's really random.

Shall we focus on this recurring crash? I have noticed that even without opening avid MC the crash is happening every 10 secs.

I am going to uninstall and see if the crash is still present. Then, install again.
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eduserrano
(MXO2 Mini)




Joined: 04 Jul 2005
Posts: 51

PostPosted: Thu Mar 14, 2013 9:03 am    Post subject: Reply with quote

I uninstalled and the crashes stopped. I then restarted and no crashes were happening. Then, I reinstalled and the crashes started again.

Restarted and the crashes are continuing, and that's is even before I open Avid MC or whatever.

Isn't this really strange or is this normal? Do you have any suggestions?
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Matrox_Support_Sam
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PostPosted: Thu Mar 14, 2013 9:28 am    Post subject: Reply with quote

Is the error log causing any other problems? The error might be normal.

Can you try the following manual uninstall and reinstall procedure for MXO2 software?

1. Uninstall current Matrox driver using the Matrox uninstaller application found in Applications->Matrox MXO2 Utilities-> Matrox MAX Software Uninstaller

2. After the system restarts, follow the *** Manual Verification of Uninstall *** procedure listed below.

3. Run a MAC software update making sure to update any EFI firmware revisions and pro applications updates

For Final Cut Pro/Compressor users (steps 4 & 5):
4. Run the Preference Manager utility to clear the final cut suite preferences:
Link: http://www.digitalrebellion.com -> Products -> Preference Manager

Install and run the software, then click the default profile name in the list of profiles, then click the trash button (bottom left of window) to clear preferences. Note that this will reset all preferences to defaults)

5. MAX users only: This step removes the Matrox Compressor presets manually.

Navigate to the following folder: *user name*/library/applications support/compressor/

Look for the Matrox H.264 folder. If it is not there, proceed to the next step. If you have made your own custom presets in this folder and don't wish to lose them, then please back them up first. Then, delete the 'Matrox MAX H.264 Settings' folder. This will clear all the Matrox presets.

Detailed explanation on how to find the folder:
- Open Finder
- Click on the boot drive, expand the 'users' folder, then click on your user name
- Expand the following folders: library -> applications support -> compressor
- Look for the Matrox H.264 folder and send it to trash.

In Lion, to access the library folder:
- Load Finder
- Hold Option key and then click Go from the top menu
- Click on Library
- You will now see your mac user name in the Finder window already selected
- Click on the library folder located under user name


6. Re-download and install your Matrox driver
Download link: http://www.matrox.com/video/en/support/downloads/
Monitor the download and verify that the reported downloaded file size matches that listed on our download page.

Be sure to power cycle after the MAC shut downs.
*** Manual Verification of Uninstall for MXO2 on MAC ***

After the Matrox driver has been uninstalled, it's possible that some files are not removed. This can cause problems. Therefore, you can check for any traces of Matrox files still present on your system and remove them manually. Below is a list of files/folders that should have been removed. Please delete the following files/folders:

(Delete all files that begin with: com.matrox...)
System\Library\Extensions\com.matrox.vpg.AudioDriver.kext
System\Library\Extensions\com.matrox.vpg.ClockDriver.kext
System\Library\Extensions\com.matrox.vpg.VideoInputDriver.kext
System\Library\Extensions\com.matrox.vpg.VideoOutputDriver.kext
System\Library\Extensions\com.matrox.vpg.RS422Driver.kext
System\Library\Extensions\com.matrox.vpg.DriverHelpers.kext
System\Library\Extensions\com.matrox.vpg.MXO2Driver.kext

Library\PreferencePanes\com.matrox.vpg.MXO2.prefPane
Library\LaunchAgents\com.matrox.vpg.Agent.plist
Library\QuickTime\com.matrox.vpg.Clock.component
Library\QuickTime\com.matrox.vpg.VideoOutput.component
Library\QuickTime\com.matrox.vpg.VideoDigitizer.component
Library\Application Support\Final Cut Pro System Support\Plugins\Matrox Enabler.txt
Library\Receipts\Matrox***.pkg (where *** is the MXO2 model; eg: Rack, Mini)

Users\username\Library\Preferences\com.matrox.vpg.Matrox MXO2.plist
Users\username\Library\Preferences\com.matrox.vpg.Matrox MXO2.plist
Users\username\Library\Applications Support\Compressor\Matrox MAX H.264 Settings (delete folder)

Applications\Matrox MXO2 Utilities (delete folder)

Load the MAC System Preferences window and delete the 'Matrox MXO2' icon (if still visible).

The following 2 folders are hidden. Use this utility to unhide the folders. http://www.macupdate.com/app/mac/22318/show-hide-invisible-files

Or you can also access the folders as follows:
For the Usr\libexec folder: In Finder, press Shift+Cmd+G then type: /usr/libexec

For the /tmp folder: In the Finder folder dialog, type: /tmp

Delete these 2 files:
1. Usr\libexec\com.matrox.vpg.Agent
2. tmp\Firmware Updater.app

Empty Trash.
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Matrox Video Technical Support
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