Support goes to the person who wrote it.
There is no ticket queue and no first line. If something is wrong in a venue, say so and include what you were doing when it happened.
Helps a great deal
- Your macOS version and which Mac you are on
- Which DAW, which version, and whether you are on Smart Link or Standard
- What you did, what you expected, and what happened instead
- For network problems: the output of Help → Diagnostics → Network Diagnostics
- A screenshot, if there is anything to see
Before you email
-
No markers appeared after import
Check the exported text file contains a “MARKERS LISTING” section. That is the block the importer reads. A session info export with markers turned off will import nothing.
-
A marker is missing from All Markers
All Markers only shows markers that are not currently in a group. Remove the last copy from every group and it comes back.
-
No timecode
On Pro Tools, the quickest fix is the panel plug-in: make sure “Setlist Organiser Panel” is on a track and the app is running. If it is not in the plug-in list, quit and reopen Pro Tools once. Using timecode instead? Open the MTC Timecode tab and check the port is connected, and confirm the DAW's MTC generator is pointed at “Setlist Organiser MTC”. Help ▸ DAW Setup Assistant… checks each step for you.
-
Video is not playing
The Video Output window has to be open, and the video has to be associated with the marker. Right-click the marker to check.
-
The Companion or a second machine will not connect
Open Help → Diagnostics → Network Diagnostics. On macOS 15 and later, check the Local Network permission has been granted. If the venue network blocks discovery, use Copy Link on the host and Paste Link on the other device.