Guide: Troubleshooting

Michael Fabian Dirks edited this page Jan 6, 2019 · 7 revisions

Welcome to the Guide for when you need help solving an Issue you have. This page will guide you through the individual steps necessary to either fix your issue or have other people and the maintainers help you. Let's get started!

Radeon HD Cards and APU Owners

If the latest version does not work for you, you might have to set the Application to use the proper GPU. If it still doesn't work, there is nothing else left but to try the old Media SDK based version 1.2.0rc1.

The Troubleshooting Steps

1. Is your Hardware supported?

This plugin will only work together with an AMD GPU and APU and will disable itself if it can't find a GPU capable of AMD Encoding. Additionally you should check if your GPU or APU is listed on the Hardware Support page - if it isn't on there, your GPU or APU is not supported.

2. Do you have the latest Updates installed?

A lot of the plugin relies on you keeping everything up-to-date and there is not much support for older Drivers. Therefore you must have everything updated to their latest, most recent Version:

It is okay to install Plugin updates over the Open Broadcaster Software Studio installation, this will not cause any known issues.

3. Have you read through the Frequently Asked Questions?

The question or issue you have might have already be encountered a few hundred times by other people and is likely to already have an answer listed in the FAQ. So make sure to read it thoroughly!

A few ones that are often asked are:

4. Did you check the Issue Tracker for similar Issues?

Often, others might have encountered the same Issue before or the Issue you are encountering is already being worked on. In these cases it helps to first look into the Issue Tracker and search for certain keywords of your issue (like stuttering, crash, intra-refresh, pre-pass, ...).

5. Verify that your Configuration works with your GPU!

Sometimes it is a single option that causes an Issue, so you should verify that it isn't due to this. First create a new OBS Profile and then try every single option you had set in your configuration after another. If it stops working during that, you know what option is the offender.

If nothing helped, report an Issue!

Once you have done all of the above steps (everyone knows when you didn't) and you still have the Issue you encountered, it's time to report an Issue! Simply sign in and make a report with the following information:

  • Full System Specifications (Motherboard, CPU, GPU, RAM, HDD/SSD, etc) (Speccy can generate this for you!)
  • Installed Open Broadcaster Software Studio Version
  • Installed Plugin Version
  • Installed AMD Driver Version (For Alpha/Beta/Preview versions include the full download name!)
  • The latest/current log file from Open Broadcaster Software Studio showing the Issue (start OBS with --verbose --log_unfiltered --unfiltered_log as parameter and tick the Debug option in the encoder!)
  • Full Description of the Issue

If your Issue only appears in recorded/streamed content, the following will also be required:

  • Video Links (Source File uploads via MediaFire or Mega or Video-on-Demand links)
  • Log file for each Video linked

If Open Broadcaster Software Studio crashed during recording or streaming the following will also be required:

  • Crash log

If you have gathered all the Information required and are ready to write an Issue, you should go to the Issue Tracker and click New Issue to start writing your report.

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