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Troubleshooting

Make sure that you have installed the latest version of Apple's QuickTime (free download)

Read the FAQ for frequently asked questions.

Check online support for the latest help files, up-to-date FAQ and our community forums.

Please contact us and include (or if calling, be prepared to share):

  • detailed description of the problems you are experiencing and include:
    • what you doing
    • if the problem can be repeated
    • any text that may be displayed from error messages
    • screen shots are often helpful (Win: Press PrtScr, open a text document, paste image and send us this file, Mac: Press Apple-Shift-3 and send us the file named "Picture" that is created on your desktop)
  • version of LiveWorship
    • found in the About box (Windows: under the Help menu, Macintosh: under the LiveWorship menu)
  • computer platform (Windows or Macintosh) and the version of your operating system
    • Macintosh? Try setting your permissions to "read & write" for the LiveWorship folder (directions) which is often a source of issues.
  • specifications about your computer
    • processor speed
    • amount of memory installed
    • type of video card (or model of Macintosh)
    • version of QuickTime installed
  • any other information that you believe may help us solve your problem
  • phone number and email address where you can be contacted

eMail support@liveworship.com Note that some free email providers (AOL/Hotmail/Yahoo) routinely block our emails and that may prevent/delay receiving support. Make sure you list "liveworship.com" as an accepted domain in your email filter settings.

Resetting the preferences

LiveWorship stores a text file with all the preferences (path to your media library, settings such as window sizes/positions, etc). In the process of troubleshooting, it may be necessary to delete this file and so that LiveWorship will rebuild a new set of clean preferences when it next launches. Make sure LiveWorship is NOT running when you delete this file. If you have moved the Media Library or created a Media Library in another location other than the default location (inside the LiveWorship folder) then a clean set of preferences will first look in the default location and then, if none is found, prompt the user for the location or offer an option to create a blank library file.

In Versions 1.2 (and prior), once the program has been launched, a file named "LiveWorship.conf" is created inside the LiveWorship folder that contains the user settings.

In Versions 1.2.17 - 1.3.16, once the program has been launched, a file named "LiveWorship.conf" is created inside the user's folder that contains the user settings. If this file is not present, LiveWorship will check to see if another settings file exists within the LiveWorship folder, the default location for the previous versions.

In Versions 1.3.26+, once the program has been launched, a file named "LiveWorship0103xx.conf" is created inside the user's folder that contains the user settings. If this file is not present, LiveWorship will check to see if another settings file named "LiveWorship.conf" from a previous version exists in this same folder and then within the LiveWorship folder, both default locations for previous versions of LiveWorship.

On Macintosh computers, this file is stored at:
Users/<user name>/Library/Preferences/LiveWorship Settings

On Windows computers, this file is stored at:
C:\Documents and Settings\<user name>\Application Data\LiveWorship Settings

NOTE: On Windows, this file is stored in a location that is "hidden" from normal users. To find this file, you would need to activate the ability to view "hidden files and folders".

Directions for displaying hidden files/folders in Windows XP or Vista/Win7

Backing up your Media Library

We recommend that you frequently make and store backup copies of your Media Folder. Catastrophies happen with data and nothing can help assure that you will be able to recover from data loss other than maintaining a good back up strategy. Even the best of support will not be able to fully recover your data should the database file become corrupt or you lose critical information necessary to operating your ministry.

We recommend that you make backup copies of your entire Media Library folder periodically and also before upgrading to a newer version. While this Media Library could be quite large, it does contain all the media that will quickly get you back up and running (see Restoring from a Backup Copy) should you need to restore your entire Media Library.

Locating your Media Library Folder

The media library is contained within the LiveWorship folder in a folder called "Media Library". To verify the location of your Media Library folder, open the Preferences in LiveWorship and select the Database tab (if you are unable to open LiveWorship, check the default locations or search your drive for files with "Ebenezer" in the file name). In the top left corner, there is a file path to the current Media Library folder. On Macs, the default location is inside the LiveWorship folder installed inside your Applications folder. On Windows, the default location is inside the LiveWorship folder installed in the Program Files located here: C:Program Files

Even if the preferences show the database is inside your Window's Program Files folder, if you have Win XP SP3, Vista or Win7 and User Access Control enabled then Windows may be redirecting all updates into this location: C:\Users\username\AppData\Local\Virtual Store (look for Program Files folders in this location). This location in Windows is HIDDEN until you follow these directions: Directions for displaying hidden files/folders in Windows XP or Vista/Win7

Quit LiveWorship and locate the Media Library folder in your computer. You can always confirm that you are working with the current database by looking at the last modification date of the Ebenezer file inside the Media Library folder. To view the last modfication date: Mac users right-click on the icon and select "Get Info"; Windows users right-click on the icon and select Properties.

Mac users can click with the right mouse button (or with single button Macintosh mice, hold the control key while clicking with the mouse) on this folder an select "Create archive of Media Library" (in 10.5+, "Compress Media Library") to compress this folder.

Windows users can right-click on the Media Library folder and select "Send to...Compressed (zipped) folder".

Move this compressed file to a safe location. You may want to burn this file to a CD or DVD and store it in a safe location.

Backing up the database file
While the recommend backing up the entire Media Library folder, the most critical file is the database file itself and can be backed up more frequently because it does not contain images or video files. The "Ebenezer7.vdb" file ("Ebenezer000400.vdb" in earlier versions) file resides within your Media Library folder. This file is the database that contains your songs, scriptures and references to all your presentations.
We recommend compressing this Ebenezer.vdb file. This database file may be quite large, but can be compressed into a rather small archived file. Mac users can click with the right mouse button (or with single button Macintosh mice, hold the control key while clicking with the mouse) on this file an select "Create archive of..." to compress this file. Windows users can right-click on the file and select "Send to...Compressed (zipped) folder".

Note that because the media library does not reside inside the user's folder, that it might not be in a location that is commonly backed up. We do NOT recommend relocating the media library inside a user's folder because of issues with file permissions and if multiple users might be using the same computer. We do recommend that you make sure the permissions are set appropriately for the entire LiveWorship folder. If you are using a Macintosh, please see these directions for setting the permissions to "read & write" for the entire folder.

Restoring from a Backup copy

If you encounter a major problem, we recommend that you archive the current Media Folder (occasionally, we may be able to examine or recover information from a non-functional Media Library). Move and store this folder in a safe location. Move your previously backed up copy of your Media Folder into the LiveWorship folder and relaunch the program.

 

Restoring Backups with the automated Backup Utility in v1.3

NOTE: The Backup Utility will make backups, but restoring from a backup requires a LiveWorship license

By default in v1.3, the application will create a copy of the database file (without scripture modules) each day LiveWorship is launched. To save space, this database file does not contain the scripture modules which would need to be re-imported after a backup database is restored. If you suspect corruption, open the Preferences and under the Database tab you can select an earlier database file and click the "restore" button. Preferably, you would want to start with the most recent backup and work your way back if the problems persist.

If LiveWorship will not launch
Under this condition, restoring a backup database takes a few more steps. Open up the Media Library folder, achieve and move the Ebenezer file to a safe location (occasionally, we may be able to examine or recover information from a non-functional database file). Please contact us for information about transferring a compressed Ebenezer file to us using FTP.

Locate the Media Library folder (located inside the LiveWorship folder) and open up the Backup folder (only found in v1.3+). The files located here are database backups. You may want to list these files by date modified to select the one you would like to restore. After selecting the file to restore, duplicate the file and change the file name of the copied file to "Ebenezer7.vdb" ("Ebenezer000400.vdb" in earlier versions). Move this file into the Media Library (the directory above this folder). Bible modules will need to be reloaded as they are not stored in the backup database files.

Submitting Files

Crash Logs

After an application has crashed, there may be a log of details stored by the computer that is useful information in narrowing what may have caused the crash.

Macs: Inside your Utilities folder (found inside the Applications folder), open the application "Console". On the left side, in the Logs column, navigate to ~/Library/Logs, Crash reporter, "LiveWorship.crash.log" Select all the text of the log on the right side. Copy and paste into an email and send to support@liveworship.com

Win: Windows XP does not automatically log crashes like OS X, but it does include Dr. Watson, an easy to set up tool that can be configured to log them. In the Start menu's Run box or from a DOS or Cygwin prompt, enter the command drwtsn32 -i. A dialog box will appear informing you that Dr. Watson has been installed as the default debugger. Press OK. Crash information will now be logged to the user.dmp file in C:\Documents and Settings\All Users\Application Data\Microsoft\Dr Watson\. Dr. Watson will create a user.dmp file that records what was happening when an application crashed. Be careful as it is overwritten with every crash. Please attach and email the user.dmp file to support@liveworship.com Running drwtsn32 without any options or switches will bring up a window that allows you to change various setting such as moving the log folder to a more easily accessible location or throwing a visual alert letting you know it caught the crash.

 

Corrupt Slide/Presentation

Sometimes if you have narrowed an error to a particular slide (for instance, clicking on that one slide causes the application to crash), it may be useful for our programmers to examine that media to help determine the cause of the issue or potentially fix the issue in a future version of LiveWorship.

You should try to isolate that slide. Duplicate the presentation. Select Presentations from the Media panel in the lower left hand corner of the LiveWorship window. Right-click (or with single button Macintosh mice, hold the control key while clicking with the mouse) on name of the presentation and choose "duplicate". Now click on the duplicate to load the presentation.

Try to remove other slides by right-clicking on the slide group names (or individual slides) and selecting "remove". Once you have isolated the slide, save the presentation.

Export this new presentation: Select Presentations from the Media panel in the lower left hand corner of the LW window. Right-click (or with single button Macintosh mice, hold the control key while clicking with the mouse) on name of the presentation and choose "export". This will allow you to name and save the file outside LiveWorship.

Mac: In the Finder, right-click on this exported file and select "Create Archive of..." (Leopard users choose "Compress"). This will compress the file and add the extension ".zip".

Windows: Exit LiveWorship, right-click on this exported file and select "Send to...Compressed (zipped) folder". This will compress the file and add the extension ".zip".

Use wetransfer (https://www.wetransfer.com/?to=support@liveworship.com ) to upload the zipped/compressed copy of the backups folder and the Ebenezer file..

 

Corrupt Database

At times, it may be possible for us to examine a database and potentially make repairs to the file. Do NOT send us your entire Media Library folder.

Open the Media Library folder and compress/zip the following items: file named "Ebenezer" and the folder named "backups"

Mac: In the Finder, right-click on this exported file and select "Create Archive of..." (Mac OS X 10.5+ users choose "Compress"). This will compress the file and add the extension ".zip".

Windows: Exit LiveWorship, right-click on this exported file and select "Send to...Compressed (zipped) folder". This will compress the file and add the extension ".zip".

Use wetransfer (https://www.wetransfer.com/?to=support@liveworship.com ) to upload the zipped/compressed copy of the backups folder and the Ebenezer file..

Display Hidden Files/Folders in Windows

At times, it may be possible for us to examine a database and potentially make repairs to the file. Do NOT send us your entire Media Library folder. Open up your Media Library folder and open the folder named "Backups". Find the most recent modified file and compress this file.

Directions for displaying hidden files/folders in Windows XP or Vista/Win7

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