# Handling Error on Windows PRISM app is a complex and feature-rich application that interacts with various system components, including the operating system (OS), external webcams, and capture cards. Due to this complexity, certain features may not function as expected, or in some cases, the app may crash unexpectedly. These issues can arise for a variety of reasons, such as driver incompatibilities, device connection failures, or system-related conflicts. Whenever an issue occurs, PRISM displays a corresponding error message to help users identify the problem.

0xxxxx is the corresponding version number and depends on the version.

This page provides detailed explanations for each error message, including the possible causes and recommended solutions to resolve the issue effectively. If none of the solutions below resolve the issue, please contact PRISM support for further troubleshooting: * Click the **Inquiry** button in the sidebar of the PRISM PC app. * Or email [**prismlive@navercorp.com**](mailto:prismlive@navercorp.com) with the following details: * [Providing Error Details for Support](/desktop/guides/error-solution/error-information/providing-error-details-for-support.md)

Click the **Inquiry** button in the sidebar.

*** ### ksproxy.ax While using the **Video Capture Device**, **PRISM Lens**, or **PRISM Mobile** source in the PRISM app, the following error message may appear, causing the app to forcibly terminate.

PRISM is not functioning properly due to an error inside **ksproxy.ax**, a Microsoft system module that acts as a DirectShow filter. #### Possible Solutions: * **Ensure that your Windows version is up to date.** If not, update it by searching for "**Check for updates**" in the Windows Search bar. You can view your current version on the **Windows Update** screen and install the latest updates. * **Try updating the driver for your camera device or capture card.** Since the update process varies by device, refer to the manufacturer's website or contact the device support team for specific instructions. *** ### ERA6\_ AudioCleanUpAssistant.dll While using the **Audio CleanUp Assistant** VST plug-in in PRISM, the following error message may appear, causing the app to forcibly terminate. This issue occurs when the plug-in is added to audio-related sources, which are visible in the **Audio Mixer** when added to PRISM.

PRISM is not functioning properly due to an error inside **ERA6\_AudioCleanUpAssistant.dll**, a VST plug-in designed for audio restoration. #### Possible Solutions: * **Avoid using this VST plug-in.** Since PRISM cannot guarantee the stable operation of external plug-ins, it is recommended not to use **Audio CleanUp Assistant** VST plug-in. * **Delete the plug-in manually.** Locate and delete **ERA6\_AudioCleanUpAssistant.dll** in the following directories: * `C:\Program Files\VSTPlugins` * `C:\Program Files (x86)\VSTPlugins` *** ### obs-virtualcam-module64.dll While using the **Video Capture Device**, **PRISM Lens**, or **PRISM Mobile** source in the PRISM app, the following error message may appear, causing the app to forcibly terminate.

PRISM is not functioning properly due to an internal error in **obs-virtualcam-module64.dll**, a file used by OBS’s Virtual Camera. Since PRISM cannot modify or remove this file, manual intervention is required. #### Possible Solutions: * **Update OBS Studio.** The only way to update **obs-virtualcam-module64.dll** is to update OBS itself. Download the latest version from the [OBS official website](https://obsproject.com/) and install it. *** ### dxgi.dll While using PRISM, the following error message may appear, causing the app to forcibly terminate.

This issue occurs due to one or more of the following reasons: * Unstable graphics card driver * Outdated graphics card driver version * Outdated DirectX version * Missing or corrupted Windows system file (dxgi.dll) #### Possible Solutions: * **Restart PRISM or your computer** and check if the issue persists. * **Update your graphics card driver.** The update method varies by manufacturer. Use the official links below to download and install the latest driver: * [NVIDIA Driver Download](https://www.nvidia.com/Download/index.aspx?lang=en-us) * [AMD Drivers and Support](https://www.amd.com/en/support) * [Intel Driver & Software Download](https://www.intel.com/content/www/us/en/download-center/home.html) * **Update your Windows system.** Open **Windows Search**, type **Check for updates**, press **Enter**, and install any available updates from the **Windows Update** screen. *** ### GoProWebcam.dll If you use a **Video Capture Device**, **PRISM Lens**, or **PRISM Mobile** source in the PRISM app while also using a **GoPro Webcam** device, the app may forcibly close after displaying the following error notification.

This issue occurs due to an internal error with the GoPro Webcam device, preventing PRISM from functioning properly. #### Possible Solutions: * **Update the drivers for your GoPro Webcam device** to ensure compatibility with PRISM. * **Check the GoPro support site** for troubleshooting guides and FAQs: * GoPro Official Website: A Guide to Using a [Gopro SUPPORT](https://community.gopro.com/s/question/0D53b00008DzGekCAF/gopro-webcam-crash-fix?language=en_US) or [GoPro as a Webcam](https://community.gopro.com/s/article/GoPro-Webcam?language=en_US) * How to fix GoPro FAQ from reddit website: [GoPro Webcam update causing crash](https://www.reddit.com/r/gopro/comments/ptd83e/gopro_webcam_update_causing_crash/) * **If it is a device-specific error, it must be resolved by GoPro.** Contact their support team for assistance via their [device support website](https://community.gopro.com/). * **Connect the device to the PRISM Lens instead of connecting to Video Capture Device source directly when using an GoPro device.**\ The PRISM Lens app runs as a standalone app, so any driver errors will not crash the PRISM Live Studio app. * **Consider using a different, more stable webcam** to avoid compatibility issues with PRISM. *** ### avmlgp2audiose.ax ### avmC835devicecontrol\_X64.dll ### avmC875devicecontrol\_X64.dll If you use a **Video Capture Device**, **PRISM Lens**, or **PRISM Mobile** source in the PRISM app while also using an **AVerMedia** device (especially the **Live Gamer MINI**), one of the following issues may occur: **Case 1: The app may forcibly close while using the source, displaying the following notification.**

**Case 2: The camera source may become invalid, displaying the following notification.**

This error occurs due to a malfunction in the AVerMedia device, preventing the Video Capture Device or PRISM Lens source from functioning properly in PRISM. #### Possible Solutions: * **Try updating the device firmware and drivers** to see if it resolves the issue. * **If it is a device-specific error, it must be resolved by AVerMedia.** Contact their support team for assistance via their [device support website](https://www.avermedia.com/support/technical). * **Connect the device to the PRISM Lens instead of connecting to Video Capture Device source directly when using an AVerMedia device.**\ The PRISM Lens app runs as a standalone app, so any driver errors will not crash the PRISM Live Studio app. * **Consider using a more stable alternative device** to avoid compatibility problems with PRISM. *** ### VideoCaptureFilter.ax ### ElgatoVirtualCapture.ax If you use a **Video Capture Device**, **PRISM Lens**, or **PRISM Mobile** source in the PRISM app while also using an **Elgato camera** device or **capture card**, one of the following pop-ups may appear, and the app may terminate unexpectedly.

An error in the Elgato device driver may occur when querying or using the Elgato device, which can lead to: * A forced shutdown of the PRISM app * The source disappearing from the app #### Possible Solutions: * **Try updating the device firmware and drivers** to see if it resolves the issue. * **If it is a device-specific error, it must be resolved by Elgato.** \ Contact their support team for assistance via their [device support website](https://help.elgato.com/hc/). * **Connect the device to the PRISM Lens instead of connecting to Video Capture Device source directly when using an Elgato device.** The PRISM Lens app runs as a standalone app, so any driver errors will not crash the PRISM Live Studio app. * **Consider using a more stable alternative device** to avoid compatibility problems with PRISM. If the issue persists, contact PRISM Support. * Click the **Inquiry** button in the sidebar of the PRISM PC app. * Or email [**prismlive@navercorp.com**](mailto:prismlive@navercorp.com) with the following details: * [Providing Error Details for Support](/desktop/guides/error-solution/error-information/providing-error-details-for-support.md)

*** ### KERNELBASE.dll ### f\_sps.dll PRISM cannot start normally, and one of the following error pop-ups may appear during startup. **Case 1: A pop-up window appears during PRISM startup, preventing the app from launching.**

**Case 2: A system prompt appears during the startup process, and PRISM fails to start.**

If you are using the Fasoo app version below v1.15, it is not compatible with PRISM. This incompatibility causes D3D device initialization failure, preventing PRISM from launching successfully. {% hint style="info" %} **What is Fasoo App?** [Fasoo](https://www.fasoo.com/) offers various security-related programs, including **Fasoo DRM**, an enterprise document security program. If you visited a website or work for a company that uses **Fasoo DRM**, the program may have been installed on your system.\ Fasoo DRM may interfere with PRISM’s startup or cause initialization errors.\ For more details, refer to the [Fasoo official website](https://en.fasoo.com/). {% endhint %} #### **Possible Solutions** * **Update Fasoo to version 1.15 or higher.** * Check [Fasoo’s official website](https://en.fasoo.com/) or contact Fasoo support for update instructions. * **Uninstall Fasoo DRM.** * Follow the steps in the [#uninstalling-fasoo-drm](#uninstalling-fasoo-drm "mention") guide below. * **Contact Fasoo Support.** * If the issue persists, contact your Fasoo provider directly. * Fasoo’s official support site: ### Uninstalling Fasoo DRM If you visit a website that uses Fasoo DRM or work for a company that uses Fasoo DRM’s solution, it is highly likely that Fasoo DRM is installed on your computer. If you cannot run the PRISM app, we recommend that you first check if the Fasoo DRM app is installed and delete it. To delete Fasoo DRM, follow the steps below. **Step 1: Delete the ‘Fasoo DRMF Client for Customer Name’ program from the \[Control Panel] — \[Programs and Features] list as shown below.**\ If ‘Fasoo Live Update for customer name’ is installed, please delete it together.

**Step 2: If you proceed in the same way as Step 1 but need to enter the ‘Delete Key’, please consult Fasoo admin.** **Step 3: If the steps in Step 1 and Step 2 do not solve the problem, please contact the customer support center of Fasoo.** * **Tel:** +82–02–300–9000\~2 * **Fax:** 02–300–9400. *Source: Fasoo official corporate blog.* *** ### laboratory-win-capture-audio.dll ### MMDevAPI.dll When using the **Application Audio Capture (BETA)** source in PRISM, the following notification may appear, and the application may be forcibly terminated.

This error occurs while calling the Windows system API **(Windows mmdeviceapi ActivateAudioInterfaceAsync)**. When this API is invoked, it automatically creates an asynchronous thread, which then attempts to execute a callback function. However, an error occurs during this process, causing instability. Since the thread-related data is managed by Windows, PRISM cannot directly control or resolve the issue. As a result, the exact cause of the error is difficult to determine. The issue is likely due to instability within the Windows API, meaning a **Windows update may be required** to fully resolve it. #### **Possible Solutions** * **Update your Windows system.** 1. Open **Windows Search**, type **Check for updates**, press **Enter**. 2. Install any available updates from the **Windows Update** screen.
* **Try running the Application Audio Capture source again.** * If PRISM detects an error with this source, it will automatically delete it.
* **Manually delete the laboratory-win-capture-audio.dll file and re-enable the source.** * PRISM attempts to delete problematic plugins automatically, but permission issues may prevent automatic removal. * In this case, manually delete the file by following these steps: 1. Right-click on the PRISM app. 2. Select **Open file location**. 3. Search for **laboratory-win-capture-audio.dll**. 4. Right-click the file and select **Delete**.
If the problem persists, consider waiting for Microsoft to release a fix for this API issue. *** ### atidxx64.dll While running PRISM, the following error message may appear in the Windows notification window, causing the app to forcibly terminate.

PRISM is encountering an issue with the **atidxx64.dll** graphics driver library, which remains active during operation. If **atidxx64.dll** fails, PRISM may crash unexpectedly. The possible reasons for this error include: 1. Corrupted Windows system files 2. Incompatible or corrupted GPU drivers 3. Missing Visual C++ Redistributables 4. Missing or corrupted files required for GPU operation #### **Possible Solutions** * **Update Windows** 1. Type **"Check for updates"** in the **Windows Search bar**. 2. If updates are available, install them, then restart your computer.
* **Perform a Fresh Install of the GPU Driver** 1. Open **Windows Search**, type **"Device Manager"**, and press **Enter**. 2. Expand the **Display adapters** section. 3. Right-click on your **GPU**, then select **Uninstall Device**. 4. In the pop-up window, check **Delete the driver software for this device**, then click **Uninstall**. 5. Restart your computer and reinstall the latest driver from your GPU manufacturer’s website.
* **Reinstall the Visual C++ Redistributable Package** 1. Open **Windows Search**, type **"Control Panel"**, and press **Enter**. 2. Click **"Programs and Features"**, then find any installed **Visual C++ Redistributable** programs. 3. Right-click each one and select **"Uninstall"** to remove them. 4. Visit the Microsoft official website. 5. Download and install both **vc\_redist.x86.exe (32-bit)** and **vc\_redist.x64.exe (64-bit)** versions. 6. Restart your computer. If none of the above solutions resolve the issue, please contact PRISM support for further troubleshooting: * Click the **Inquiry** button in the sidebar of the PRISM PC app. * Or email [**prismlive@navercorp.com**](mailto:prismlive@navercorp.com) with the following details: * [Providing Error Details for Support](/desktop/guides/error-solution/error-information/providing-error-details-for-support.md)

*** ### T\_Prevent64.dll While running PRISM, the following error message may appear, causing the app to forcibly close.

This error occurs because the **T\_Prevent64** process is running on your system. **T\_Prevent64** is a third-party security program developed by **Teruten**, a Korean security software company. It is designed to **block screen capture and prevent camera usage**. When installed on your computer, this program may interfere with PRISM by injecting itself into the application, which can lead to unexpected shutdowns. #### **Possible Solutions** * **Close T\_Prevent64 in Task Manager** 1. Open **Task Manager** (`Ctrl + Shift + Esc`). 2. Go to the **Processes** tab. 3. Find **T\_Prevent64**, right-click it, and select **End Task**. 4. Restart PRISM and check if the issue is resolved.
* **Uninstall T\_Prevent64 via Control Panel** 1. Open **Control Panel** and go to **Programs and Features**. 2. Find a program published by **Teruten**. 3. Right-click the program and select **Uninstall**. 4. Restart PRISM and check if it works normally.
* **Update the Security Program** * If removing the program is not an option, check if there is an updated version available. * Visit [Teruten’s official website](http://www.teruten.com/en/) or contact their support team for further guidance. If none of the above solutions resolve the issue, please contact PRISM support for further troubleshooting: * Click the **Inquiry** button in the sidebar of the PRISM PC app. * Or email [**prismlive@navercorp.com**](mailto:prismlive@navercorp.com) with the following details: * [Providing Error Details for Support](/desktop/guides/error-solution/error-information/providing-error-details-for-support.md)

*** ### video64.dll While using the **Video Capture Device**, **PRISM Lens**, or **PRISM Mobile** source in the PRISM app, the following error message may appear, causing the app to forcibly terminate.

0xxxxx after video64.dll is its version number and it depends on the version.

Depending on the source used, PRISM may either crash or fail to display the camera feed properly: * If using the Video Capture Device source, PRISM may force quit. * If using the PRISM Lens source, the camera feed may not appear. This error occurs when PRISM attempts to retrieve the video feed and device information from a connected camera-related capture device (USB camera, capture card, etc.). Possible causes include: * **Unstable connection** between the camera device and the PC. * **Faulty or outdated drivers** for the camera device installed in Windows. * **Incompatibility** between the device, Windows, or PRISM. #### **Possible Solutions** * **Check the Connection Between the Camera Device and PC** * Ensure that the device is properly connected to the correct port. * Try using a different cable or port to rule out connection issues.
* **Verify Device Recognition in Windows** * Refer to the device’s official manual and ensure that it is properly recognized as a camera device in Windows. * Some USB cameras work immediately upon connection, while others require a driver installation. * If a driver is required, make sure to install and update it to the latest version.
* **Test the Device with Other Programs** * Try using the camera in OBS or another video software to check for compatibility. * If the same issue occurs in other apps, the device may be faulty—consider replacing it. * If the device works properly in other programs but not in PRISM, please contact PRISM Support for further assistance.
If none of the above solutions resolve the issue, please contact PRISM support for further troubleshooting: * Click the **Inquiry** button in the sidebar of the PRISM PC app. * Or email [**prismlive@navercorp.com**](mailto:prismlive@navercorp.com) with the following details: * [Providing Error Details for Support](/desktop/guides/error-solution/error-information/providing-error-details-for-support.md)

[Desktop](/desktop/overview.md), [Guides](/desktop/guides.md), [Error Solution](/desktop/guides/error-solution.md), [Others](/desktop/guides/error-solution/others.md) --- # Agent Instructions: Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://guide.prismlive.com/desktop/guides/error-solution/others/handling-error-on-windows.md?ask= ``` The question should be specific, self-contained, and written in natural language. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.