Managing issues with media playback

This article provides support notes that pertain to any media playback issues in Sanction 5.

If you need more information, you can email the Sanction Support team at: casemap.support@lexisnexis.com, or call 800.833.3346 (option 3). The Sanction Support team is available between the hours of 9:00 a.m. to 7:00.

 

hmtoggle_plus1Media playback errors due to inaccessible media

A media playback error will result if the file associated with a media item is inaccessible by the player. Media playback errors occur with any the following item types:

•Video or audio
•Media clips
•Playlists
•Video in synchronized transcripts

Symptoms

The problem presents differently in the main program window versus in the presentation window.

Main program window

Presentation window

In the media player, you see the following error message: "Media File not found. Browse to locate Media File or Refresh to search preferred media paths."

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In the presentation window, the playback of media, a media clip, or a playlist stops. There is no other indication of an issue, except you can see an error icon ErrorIconWhenPlaylistStopc in the presentation toolbar. The tool tip for the warning reads, "Unable to load file for selected item."

Cause

Playback problems may result when any of the following conditions are true:

•The file was renamed since it was imported into the case. If the file was renamed, you can try changing it back to the name it had when it was imported. If you do not know the original name, you can find this out by opening the Media task area. Select the media item. The file name registered for the media item when it was first imported can be found in the second column of the media item list.

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•Your computer is no longer connected to the network or device that holds the media file. If this is the case, try to re-establish a connection to the network or device.
•The path to the media file is not listed as a preferred media path for the case. The steps to resolve this condition are described in the table below. For more information on how to prevent this issue, see: Preferred Media Paths.
•The file was moved since the time it was imported. If the file was moved, you can add a preferred media path to the new folder location for the media file, or, move the file back to its original folder.
•If the media playback issue is with a synchronized transcript, it can be that the media for the transcript was never imported. In this case, try to import the transcript media. For more information, see: Importing Media. Or add the path to the media file as a preferred media path for the case. This method is described the following table.

The following table provides the steps for establishing a preferred media path to a missing media item. This can be done whether a presentation is running or not.

From the main program window

From the presentation window while a presentation is running

Resolution

1.In the media player window, click Browse.
2.Browse to the folder that contains the media file.
3.Select the media file and then click Open.
4.In the media player window, click Refresh.

 

Resolution

You can resolve media path issues while a presentation is running without closing the presentation.

1.With the presentation still running, return to the main program area.
2.On the FILE tab click Info.
3.Select Media Paths.

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FILE > Info > Media Paths

4.In the Case Media Paths dialog box, click Add.
5.Select Browse and then browse to the folder that contains the media file.
6.Click Select Folder.
7.Click OK and then click OK again.
8.Switch back to the presentation.
9.Reload the media item.
hmtoggle_plus1Export of media-related items stops if Expression Encoder is not installed

Microsoft Expression Encoder 4, Service Pack 2 must be installed for the export of media, media clips, or playlists. If you do not have Expression Encode installed and attempt to export media an error message will open and the export process will stop.

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Resolution

There are two possible resolutions:

•Uninstall Sanction. Then install Sanction again, this time selecting the option to also install Expression Encoder. Reinstalling Sanction removes any prior activation so it may need to be reactivated. For more information on activating Sanction, see: Installing Sanction.
hmtoggle_plus1Media playback fails when codecs are missing

Symptom

After importing a media file, when you try to open it in the media player, an error message box opens saying it cannot play the file.

Cause

A codec may be missing that allows your computer to play the media file.

Background

A codec is a small program that allows your computer to play a specific type of media file. Your computer needs a different codec for each type of media file you want to play. When you attempt to open a media item in Sanction, playback will fail if the codec required to play that type of file is not installed.

More Information

Codec support for the media player in Sanction  is provided by the Microsoft Windows Media Player 12. The range of codecs installed with Windows Media Player 12 is extensive and allows playback of the most commonly used media file types and subtypes. For more information on working with codecs with Windows Media Player 12, especially with determining which codecs are installed on your computer and how to add new ones, see the Microsoft Knowledge Base article, Basics about videos and video codecs in Windows Media Player on the Microsoft support website.
hmtoggle_plus1Sanction log files

Sanction writes log files that store usage data for the 10 most recent sessions. If you need to contact support, you can provide them with log files, which might help to troubleshoot Sanction. Sanction saves the log here:

C:\Users\UserName\AppData\Local\LexisNexis\Sanction\3.6

Where UserName represents the user name you use when you log on to Windows to run Sanction.

 

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Need additional help? Email Sanction support at: casemap.support@lexisnexis.com, or call 800.833.3346 (option 3). Support is available Monday - Friday from 9:00 a.m. to 7:00 p.m. Eastern Time.

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