wiki:Troubleshooting
Last modified 6 years ago Last modified on 03/01/12 17:07:03

Troubleshooting AMIS

If you are experiencing AMIS crashing or stalling, please follow these guidelines and contact us if necessary. Please include any and all details.

Read the FAQ

It is possible that your problem is addressed in the FAQ.

Rule out these conflicts

Run AMIS in different modes

  • We have three special pre-set modes of AMIS intended for troubleshooting. They are all located in the Start menu, under Program Files, AMIS, Additional:
    • AMIS Compatibility Mode: This disables DirectX and Text-to-speech (TTS)
    • AMIS Compatibility Mode with DirectX: This disables TTS but not DirectX.
    • AMIS Compatibility Mode with TTS: This disables DirectX but not TTS.
  • If any of those worked for you, please include that information when you contact us.

Generate a detailed log file

  • Under that same Start menu folder (Program Files, AMIS, Additional), run AMIS Debug
  • Find the log file. It is in one of these places:
    • Windows XP: C:\Documents and Settings\All Users\Application Data\AMIS\settings\amisLog.txt
    • Windows Vista: C:\Documents and Settings\All Users\AMIS\settings\amisLog.txt
    • Windows 7: C:\ProgramData\AMIS\settings\amisLog.txt
  • Include the log file when you contact us.

Test the standalone version of Ambulant

Ambulant is a component used by AMIS. Checking if it runs by itself is a way to eliminate potential causes of error.

  • Download the latest Ambulant for Windows
  • Start it and see what happens. It will play its own "Welcome" document and you'll hear some music.
  • Go under Ambulant's preferences and uncheck "Use ffmpeg, not directshow"
  • See if it still works (you might have to restart Ambulant and reopen the presentation -- there is a menu option under either "Help" or "File" called "play Welcome document").

Review your content

If your problem is that AMIS starts up fine, but then problems occur when reading a particular book:

  • Make sure that the problem is isolated to one book, or one source of books (e.g. a library or your own DAISY experiments). Compare your results against playback of the built-in AMIS help book to see if the behavior always occurs, or only occurs with your book(s).
  • Validate your book.
  • Open the log file generated by AMIS (see above for its location). Does it say anything like "Fatal error: invalid encoding" or other XML-related errors?
  • If there is still no explanation: Write a description of the part of the book you are reading and what you tried to do that failed. These details are very important, especially if your book is not in English.
    Example: I went to the "Chapter 3" heading and pressed "previous page".  AMIS went back two pages instead of just one.
    
  • Contact us to learn how to give us a copy of your book. We will only use it for troubleshooting, and will delete it when it is no longer needed.

Clear potentially corrupt files

  • Rarely, AMIS files can be corrupted. You can clean the settings by going to the folder:
    • Windows XP: C:\Documents and Settings\All Users\Application Data\AMIS\settings\
    • Windows Vista: C:\Documents and Settings\All Users\AMIS\settings\
    • Windows 7: C:\ProgramData?\AMIS\settings\
  • Then do the following (test AMIS after each step and note any improvements):
    • Run clearCache.bat
    • Run clearHistory.bat
    • Empty your bookmarks folder: Move all *.bmk files into another directory

Other ideas

  • Have you installed any new multimedia or accessibility software lately? Please mention it when you write us.

Contacting us

Please include the following information:

  • Version of AMIS
  • System details (version of Windows, assistive technology in use)
  • Did any of AMIS' Compatibility Modes work for you?
  • Attach the log file from AMIS Debug
  • Did the standalone version of Ambulant work?
  • Have you installed any new multimedia software lately?
  • Did you try to clear any potentially corrupt files? Were there any improvements?

If you have a problem with a particular book:

  • Write a description of the behavior you are experiencing with your book
  • Attach the book to an email if it's small (less than 5MB). Otherwise, don't attach it; we'll send you details for where to upload it.

Email your problem report to Marisa.

For other questions about AMIS, please post to the AMIS forum.

We try to respond within 1 day. In the case of email, if you don't hear back within a few days, send your message again with a different subject, just in case it got trapped by spam filters. If it seems that you are unable to reach us by email, then please leave a note on the forum and someone will contact you.