Troubleshooting ShowCase Problems -

Seldom Asked Questions

Haven't found a solution to your problem yet? These are issues that have been reported, but are rare.

Problem:  I am running ShowCase release 5.1.5 or earlier and my trial expired early my license suddenly quit working.

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Solution: Download the latest ShowCase installer. The 5.1.6 (April 28, 2010) and later releases include updated files for license management that should fix these problems.

Problem:  I am running a ShowCase release 5.0.1 or 5.0.0 installer and I get a Error 1609 when when I try to run the installer.

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Solution: This is an error that was occurring on non-English machines and prevented successful installation. Please download the latest ShowCase installer that now has a fix for this problem (release 5.0.2 or later,downloaded December 14, 2008 or after).

Problem:  NTDLL.dll is reported missing and ShowCase does not run.

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Solution: We have had 2 reports of this happening on Windows 2003 Server machines. We are not sure how this happens and it is unlikely that ShowCase is involved. You need to restore the NTDLL.dll. Here is a link to an article that might help you:  http://www.articlesbase.com/software-articles/fixing-ntdll-errors-658179.html
 

Problem: AVI files generated on a Vista machine look scrambled in Powerpoint. AVI files created on Vista machines are shifted or garbled when played back in Powerpoint.

Solution: There was a defect in a Windows system component in very early versions of the Vista OS. Installing the latest Vista service pack corrects the problem. You need to re-generate the defective AVI file.

Problem: Exporting a single frame from a clip as a bitmap -- The first frame of the clip exports instead of the selected (currently displayed) frame.

Solution:  This bug was fixed in Release 4.6. Please download the 4.9.8 installer and update your software (no charge). Or you can upgrade to the newer 5.0 software -- There is an upgrade charge.

Problem: AVI files in Powerpoint - Click to play AVI files and they turn black.

Solution: This is most likely a mismatch of your display's driver and your Microsoft operating system. You can fix this in one of two ways -- 1- Upgrade the driver for your display or 2- Turn off video acceleration for your display... To do this go to Control Panel ->  Display -> Settings -> Troubleshooting. Then turn hardware acceleration off (move the slider left from the "full" position to "none").

Problem: Occasional XA images display in unusual colors.

Solution: A customer has reported some XA images (manufacturer unknown) that have an error in the DICOM header information (the header reports the image as MONOCHROME instead of MONOCHROME1 or MONOCHROME2). Older versions of ShowCase do not handle this header error. ShowCase version 4.0 and higher displays these images appropriately. Update your software by purchasing ShowCase 5.

Problem:  Images come up black (empty)..

Solution:  Check to make sure that your monitor is in 24 bit color or 32 bit color mode (look at your monitor settings in the Control Panel settings). If the images still don't appear, send an example image to support@TrilTech.com.

Problem:  Adjusting the gamma on a color image produces artifact

Solution:  Gamma adjustments work best on static images and grayscale clips. Color clips have been jpeg compressed and include some information 'errors'  that increase with gamma adjustment.