Troubleshooting the booth

The common booth problems on a Sunday morning, each with the page to open and what to do. Start with Pulse > System Health: its banner says whether the booth is ready and names what is wrong. If you are stuck during a service, call 910-WORSHIP — (910) 967-7447.

The booth computer is offline

System Health shows a computer as Offline

Open Pulse > System Health. An offline row says "Turned off, or Tech Manager is not running" and when it was last seen.

1. Go to the booth computer and make sure it is on and awake.
2. Check it is connected to the internet (the network cable or Wi-Fi).
3. Make sure Tech Manager is open and signed in.
4. Within a minute the row should turn back to online. If the computer has never reported, it may not be enrolled: in Tech Manager, open Settings > Fleet Enrollment and add it.

Tech Manager shows a "Cloud fleet not connected" strip

The booth is not enrolled in your church's fleet, or the cloud is rejecting its pairing, so the web app cannot see or control it. Click Open fleet enrollment on the strip (or go to Settings > Fleet Enrollment) and enroll or re-enroll the computer.

The switcher is not connected

The Dashboard says "vMix not connected" or "OBS not connected"

Open Produce > Dashboard in Tech Manager on the booth computer and click Connect on the strip. (On the web app the strip only says to open Tech Manager on the booth PC; connecting happens there.)

• vMix: make sure vMix is running. In vMix, go to Settings → Web Controller, turn it on and note the port (8088 by default). Then click Connect to vMix.
• OBS: make sure OBS is open. Click Set up automatically, or enter the host, port and password from OBS's WebSocket Server settings.
• ATEM: in the Blackmagic ATEM box, enter the ATEM IP (find it in Blackmagic ATEM Setup → Network; the port is 9910 by default) and click Connect to ATEM. The ATEM must be on the same network as the booth computer. For a switcher plugged in by USB-C, click Detect USB-C ATEM.

On Produce > Switcher the status reads "vMix Offline" or "OBS Offline" until it connects. The switcher type and connection details are in Settings > Production Switcher, Settings > OBS Studio and Settings > vMix.

The web app's Switcher says "No switcher-capable booths online"

A booth appears there once its Tech Manager reports a vMix or OBS connection. Open Tech Manager on the booth, connect the switcher as above, and make sure the computer is enrolled under Settings > Fleet Enrollment.

The cameras will not move

Open Produce > Camera Control.

• "Tech Manager is offline — camera control and previews are paused": the booth computer is off or Tech Manager is closed. Fix that first; the page checks again every 15 seconds, or click Check now.
• "No Tech Manager is paired": open Tech Manager on the booth PC and sign in and enroll it.
• A single camera says it is offline: check that camera's power and network cable.
• Someone else's name on a camera means they are driving it; open it to take control.
• No PTZ Cameras Ready: no device has PTZ control turned on yet. Click Discover cameras or Add camera, or turn on PTZ Control for the camera in Patch > Devices.

The live stream is not reaching YouTube or Facebook

1. Open Publish > Live Streaming > Live Streams and open the live stream.
2. Read the three checks. Source Preview shows the picture at the booth; if it is empty, click Choose an encoder or check the program output at the booth. Cloud Preview shows what reached WorshipMetrics; if it says nothing to show yet, the encoder is not sending. Destinations lists where it will go; "No Destination is switched on. Go Live would publish nowhere." means you must switch one on.
3. Open Publish > Live Streaming > Destinations. If a YouTube or Facebook account says it was connected without permission to go live, click Reconnect and approve every permission.
4. Check the encoder's stream key and address in Publish > Live Streaming > Encoders.
5. After the service, Publish > Live Streaming > Stream Health shows dropped frames and bitrate for each session.

Start sending fails on a vMix booth

On a live stream's run screen (Publish > Live Streaming > Live Streams, then the live stream), Start sending on vMix starts only the one vMix stream slot pointed at WorshipMetrics. If it cannot find exactly one, it starts nothing and says why:

• "vMix isn't set up to send to WorshipMetrics yet": copy the Server URL and Stream key from Publish > Live Streaming > Encoders into one Custom RTMP Server slot in vMix's stream settings. Then close vMix's Settings window (vMix saves its stream settings only when it closes) and press Start sending again.
• Two slots "pointed at WorshipMetrics": clear the one you don't use in vMix's stream settings.
• "Tech Manager on … needs an update": update Tech Manager on the booth computer, or start the WorshipMetrics slot in vMix itself.
• "vMix is set to …": vMix is on a different computer from Tech Manager. Start the slot in vMix itself, or run Tech Manager on the vMix computer.

The live stream keeps listening either way, so starting the slot by hand in vMix works too.

Start streaming on Produce > Dashboard, on Publish > Live Streaming > Stream Health, and on Produce > Switcher with no Event picked is different: on vMix it starts every stream slot set up there, and asks Start every vMix stream? first when there is more than one.

Slides are not showing on the screen

Open Present.

1. Look at the Audience button in the toolbar. "Audience" alone means it is off; click it. "Audience · 1 live" (or more) means it is on screen.
2. If it reads "Audience · on · 0 live", a box under it lists each screen that could not start and why. Click the Try again button, or Open Settings > Outputs to check which screen each output uses.
3. On the web app, if the box says your browser blocked the window, click the button to open the Audience screen, then allow pop-ups for the WorshipMetrics site in the address bar.
4. Stage displays work the same way with the Stage button.

The computer is slow, hot or full

Open Pulse > System Health and read the computer's row, or open the computer.

• CPU maxed out: close programs you are not using, or look for a runaway process in Task Manager.
• Memory almost full: close programs you are not using; if it happens every service, the computer needs more RAM.
• Disk almost full or Disk running low: clear old recordings or media caches before the next service.
• High temperature shows under Processor & memory as CPU Temp; check the computer's fans and airflow.
• No audio devices: check the audio interface is plugged in and powered, then reopen the audio software.

Still stuck

• Click Get help on the computer's page, or Get help with this on an alert, to send the facts to Pulse > Support. Luminos checks the live system and suggests a fix; nothing changes without your approval.
• During a service, call 910-WORSHIP — (910) 967-7447.