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.
Troubleshooting Steps for All Integration Types
1. 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.
2. Internet Connection Issues
The Pladia Event Sync Desktop App requires a stable internet connection to synchronize with the server. If synchronization fails:
Verify the computer running the Desktop App is connected to the internet.
Test the connection for stability. Disrupted or inconsistent connections can cause sync delays or disconnections.
If login or sync status fails, this indicates an internet connection issue that must be resolved before proceeding.
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. Remember, providing detailed information will help us resolve any issue much faster.