Troubleshooting and support

Use “What you see → What it may mean → Next step → What success looks like.” Keep any working local projection available. Do not clear the show or repeat actions rapidly.

Where to check: For show and phone status, stay in Live Console. For a display or projection-output issue, open Projector Settings → Diagnostics. Return to the show list with Back to shows.

What you see	What it may mean	Next step	What success looks like
Show is missing from the list	Not deployed, account lacks access, or list is stale	Refresh; check account and deployment; ask the administrator to check access	Correct show appears with a syncable status
Sync fails / version is not Ready	Network, sign-in, access, or package verification problem	Keep the current version; restore network, Refresh, then retry once	Show says Ready, or a support code is available
ASM password is rejected	Account password used, password expired, or wrong show opened	Check the show name; confirm ASM password with deployment admin; retry online	Console unlocks and shows the correct production
Go Live will not start	Local show readiness is Blocked, an open projection output has a blocking problem, or previous End cleanup is pending. No output window alone does not block phone-only operation.	Read the Go Live reason. For projection, check each intended output and Projector Settings → Diagnostics. Resolve any Blocked item; rehearsal warnings alone do not prevent Go Live.	Go Live is available and the local show starts; intended projectors show the expected cue, if used
Black projection / output closed	Safe black screen, Blackout, disconnected display, or output failure	Check output card and recovery prompt; reassign display, Open output, verify image, then Reactivate	Output is Ready and the correct cue is on the correct screen
Projection works but Viewer did not update	Local projection succeeded; cloud or phone is disconnected or unsynced	Check Phone status; restore network and select `Connect audience service` or `Reconnect audience service`. Check the local cue, then select `Send current state` if available.	Console shows connected and synced; test phone shows the current cue
QLab GO does not advance phones	Manual mode, cue mismatch, Blackout, Receiver / license issue, or phone out of sync	Switch to manual; check cue, Live, Blackout, and status; after recovery select Follow QLab again	Follow status and checks pass; test GO advances the test phone
Text update cannot be applied	Show is still running, not at intermission, disconnected, or cue structure changed	Do not force it. Keep current cue; when safe, End, Sync, and open the full new version	New version is Ready and explicitly open; cue content and position are checked

End Show, leave the show, close outputs, quit, or sign out

End Show ends the performance. Back to shows closes outputs and leaves the show. Closing one output affects only that window. Sign out removes account access and disconnects phone control. Quitting the app stops all local outputs.
Normal wrap-up: select End Show, confirm its status, close projection outputs, then leave the show, sign out, or quit. Quitting while Live asks for confirmation and stops local outputs; it is not a substitute for cloud End.

What to include when asking for help

Provide the Pockitle Cue for Mac app version, page, step where the issue began, buttons selected and their order, time of the error, and any support / diagnostic code on screen. You may attach a screenshot with show content removed. Do not send account or ASM passwords, the full Viewer link, audience lists, or unnecessary private show content.

For related workflows, see the Deployment Cockpit guide, Web subtitle update guide, and Web ASM / QLab guide. Those Web workflows and Pockitle Cue for Mac’s local show-day controls have different roles.