With Pladia Event Sync, some issues can be resolved with simple checks, while others may require providing logs to our support team for further assistance. Below are details on the steps you can take yourself along with when and how to reach out for additional support.
Connection Status Indicators
In the Desktop App, the Connection Status section displays the health of the three components required for Event Sync to operate correctly:
Network
Indicates whether the Desktop App can access the internet via the computer it is installed on.
✅ Green tick
| ❌ Red cross
|
The computer has an active internet connection. | The computer cannot reach the internet. |
Client
Indicates whether the Desktop App is connected to the Event Sync client server and functioning correctly.
✅ Green tick
| ❌ Red cross
|
The Desktop App is connected and operating normally. | The Desktop App is unable to establish or maintain its connection. |
Server
Indicates whether the Desktop App can communicate with the Event Sync server.
✅ Green tick
| ❌ Red cross
|
The server connection is active and functioning correctly. | The Desktop App cannot communicate with the Event Sync server. |
Expected Status
For Event Sync to function correctly, all three indicators must display a green tick.
Troubleshooting
❌ ❌ ❌ All three indicators show a red cross
The most common cause is a loss of internet connectivity.
Confirm the computer is connected to the internet.
Open a web browser on the same computer.
Attempt to visit a website such as Google.
If the website does not load:
The computer does not currently have internet access. Restore the internet connection and check the status indicators again.
If the website loads successfully but all three indicators remain red:
Please contact Pladia Support.
✅ ❌ ❌ Network shows a green tick, but Client and/or Server show a red cross
This indicates that the computer has internet access, but the Desktop App is unable to communicate correctly with the Event Sync services.
Please contact Pladia Support for assistance and let them know which connectivity indicators are showing a red cross.
💻 Desktop App Configuration Errors
The Desktop App requires correct setup to function properly. Verify:
You are logged into the correct environment.
The environment is set to active.
⚠️ Console Network Error Message
The Pladia Event Sync Console is a cloud-based service. This means it requires a stable internet connection to log in and manage your content and audio files. If you encounter an Network error message during login, it is likely due to a network interruption.
Check that your computer is currently connected to the internet.
If the Login reattempt produces the Network error, this indicates a connection issue that must be resolved before you can proceed.
Once your internet connection is restored, attempt to Login again.
Additional Troubleshooting Steps for Timecode Mode
1. Central Timecode Clock Errors
In a timecode-driven setup, the central timecode clock controls synchronization. If synchronization issues occur, the most likely cause is that the timecode signal is not being received correctly. To troubleshoot, we recommend you use alternative software timecode decoders to verify whether the signal is reaching the computer.
2. Connectivity Between the Show Control System and Desktop App
Connectivity problems may appear to be software issues but are often caused by missing or misconfigured components. To troubleshoot:
Verify that the computer running the Desktop App and the connected show control system include the following:
A central hardware clock.
A soundcard to process timecode signals.
A physical cable to transmit signals.
Correctly installed audio drivers.
Check all physical connections between the show control system and the computer.
Confirm the following settings on the computer:
Audio drivers are installed and functioning correctly.
Devices are enabled and not muted in the operating system.
Devices are set to the correct sample rate (44.1kHz or 48kHz). On Windows, manually adjusting the sample rate may resolve issues with distorted signals.
The signal is routed to channel 0 of the audio device (currently the only supported channel).
If you are using a software timecode generator, ensure:
A virtual sound card is installed and configured properly.
Audio output is routed to the virtual microphone input.
3. Microphone Permission Issues
If signals aren’t detected:
Check your operating system’s microphone permission settings to ensure the app is allowed access.
Restart the app after adjusting permissions.
When to Provide Logs
If issues persist after troubleshooting, we may request log files to assist with further analysis. Providing logs proactively is helpful but not required.
How to Locate and Send Logs
The log file paths are:
Mac:
~/Library/Application Support/pladia-event-sync-desktop/proxy_logsWindows:
%localappdata%\pladia-event-sync-desktop\data\proxy_logs
Before sending logs:
Locate the log files using the paths above.
Compress the log files into a single ZIP file to reduce file size.
Send the ZIP file to support@pladia.io, including:
A brief description of the issue.
Steps you’ve already taken to troubleshoot.
Need Additional Help?
For other questions or concerns, please contact the Pladia Customer Success team on support@pladia.io. Providing detailed information will help us resolve any issue much faster.