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If you're having this problem, can you try to turn on trace mode ? You can do that from the start screen, then go to settings > troubleshooting and then select 'write ootp debug info to file'.
After that, there will be a "Show Info" line in the "Picture functions..." menu on the player editor page.
A screenshot of the info message box would be helpful if you could post it here for a player with this issue.
Thanks!
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