Troubleshooting

Every heading on this page is a message or situation as it appears in the app. Search this page for the text you see (Ctrl+F or ⌘+F), then follow What to do. Connection warnings during a show are covered in detail in Offline & reconnect.

"Room is full"

Why: The room already has as many open views as its plan allows: 5 on Free, 25 on Pro and 100 on Enterprise. Every open Controller, Operator, Moderator, Viewer, Fullscreen and Agenda tab counts, including your own Controller tab; the audience question page does not. The screen shows "This room has reached its connection limit" with the number. Only Viewer, Fullscreen and Agenda screens opened from a shared link are blocked. Members of the room's organisation are never blocked: Controller, Operator and Moderator always open, and output screens opened while signed in as a member open as well; their tabs still count. A screen that is already open keeps its place, but a screen that is reloaded opens anew and can be blocked if the room is full at that moment.

What to do: Close tabs you do not need, or remove an old device with Disconnect in the connections list of a Controller that is already open (Connections). The blocked screen connects by itself as soon as a place is free; you do not need to reload it. A device that lost its connection abruptly can stay listed for a short while. For more devices per room, upgrade (Billing & subscription).

"Room access could not be confirmed"

Why: Controller, Operator and Moderator need a signed-in member of the organisation the room belongs to. The message appears when StageTick cannot confirm that for this tab: you are signed in with another account, you were never invited, or you were removed from the team. It also appears on a device where you never signed in: this browser has shown a Viewer, Fullscreen or Agenda screen or the demo before, so StageTick signed it in as a guest, and the Controller, Operator or Moderator link opens without asking you to sign in. This often happens during setup, for example on a tablet that first tested the Viewer and then runs the Operator.

What to do: Click Reload. If the message stays, check the email address in the account menu on the dashboard and sign in with the invited account (Team, roles & invitations). If you are a member and the message appears in a tab that was working before, reload that tab. A screen that only needs the timer can use Open public viewer instead.

On a guest device the room menu shows no email address. To sign in there, open app.stagetick.io/login on that device, sign in with your account, then open the link again. Back to dashboard takes a guest device to the sign-up form; Already have an account? Sign in switches to the sign-in form there.

"Room not found"

Why: The room in the link does not exist: it was deleted, or the link is incomplete. What to do: Ask the person running the show for a fresh link, or open the room again from your dashboard (Go to Dashboard).

"You're offline"

Why: This device has no connection to StageTick. The screen appears only when you open a room without a connection. During a show, Controller, Operator and Moderator stay usable and show the red warning "You are offline. Changes will not sync until reconnected." instead. What to do: Keep the tab open and restore the network; the room loads by itself ("This room will load automatically when you're back online."). Retry reloads the page. Details: Offline & reconnect.

"You are offline. Changes will not sync until reconnected." or "Connection lost. Check your internet connection."

Red warning bars at the top of the Controller, Operator, Moderator, dashboard, Settings or sign-in page. They disappear once the connection is back. What each one means: Warnings at the top of the page.

"Security verification failed. Reload the page to reconnect."

The browser's security check (App Check) failed, so this tab no longer syncs. Reload the page, then check the active timer and your latest changes. Controller, Operator and Moderator never reload by themselves; Viewer, Fullscreen and Agenda reload once on their own if the check cannot be renewed (Security verification on long-running screens). More in Offline & reconnect.

"Live sync has stopped"

This tab can no longer sync and may be out of date. Click Reload in the warning, then check the room on another device. Step by step: Live sync has stopped.

Viewer or Fullscreen only shows "Standby"

Why: The room is not on air. Until it is, Viewer and Fullscreen show a black standby screen with the room title. What to do: Click ON AIR in the Controller header (The Controller). A fully black screen without "Standby" usually means Blackout is on: press B or click Blackout again.

"Password Required"

Why: The room has an output password. Viewer, Fullscreen, Agenda, Operator and Moderator ask for it; the Controller does not. What to do: Enter the password and click Unlock; a wrong entry shows "Incorrect password". After 5 wrong attempts within a minute, that device shows "Too many attempts on this device. Please wait a minute and try again."; other devices are not affected. The team sets or removes the password under Output links in the Controller (Sharing rooms). StageTick remembers that this tab is unlocked until the tab is closed.

"Verify your email"

Why: Accounts with email and password must confirm their address before using StageTick. What to do: Click the link in the verification email, then I've verified my email. If nothing arrived, check your spam folder and use Resend verification email. Details: Account & sign-in.

"Incorrect email or password. Please try again."

Why: The email address and password do not match a StageTick account. For privacy, the message is the same whether or not an account exists for the address. What to do: Check the address for typos. If you created the account with Google, use Sign in with Google. Otherwise enter your email address and click Forgot password? (Account & sign-in). If you do not have an account yet, choose Don't have an account? Sign up.

"Too many sign-in attempts. Wait a few minutes or reset your password." appears after many failed attempts; wait or use Forgot password?. "Could not reach StageTick. Check your connection and try again." means the sign-in request did not get through; check the network.

Invitation messages

When you open a join link:

"Invite not found or already used" — the most common invitation message. StageTick could not find an open invitation for the account you are signed in with: you are signed in with another address, the invitation was declined, withdrawn or already used, or it expired and was removed. Sign out, sign in with the invited address and open the link again. If the message stays, ask the owner for a new invitation.
"Sign in with the email address this invitation was sent to." — rare: appears only if the account you are signed in with already belongs to that organisation. Sign out and sign in with the invited address, then open the link again.
"This invite has expired. Ask the organisation owner for a new link." — invitations are valid for 7 days and are then removed automatically; after that, the link shows "Invite not found or already used". The owner has to invite you again.
"This invite link is not valid." — the link is incomplete. Open it again directly from the invitation email.

When the owner sends an invitation, Settings says why it was not sent:

"Failed to send invite. Please try again." — sending did not work: try again with the same address and role. If the message stays, contact support. Details: Member limits and pending invitations.
"This person is already a member or has an open invitation." — the person is already a member, or an invitation to this address is still valid.
"Too many invitations right now. Please try again later." — an invitation limit was reached (10 per hour per owner, 50 per day per organisation, 3 per day per address). Try again later.
"The invitation could not be confirmed. Its link stays valid — send the same invitation again in a few minutes." — StageTick could not confirm the delivery. Send it again with the same address and role.
"Only an owner with a verified email address can send invites." — confirm your email address first (Account & sign-in).
"Your Free plan includes 1 member. Upgrade to Pro to invite up to 10 members." — shown instead of the invitation form when the member limit is reached. On Pro the text says that larger teams need the Enterprise plan.

"Timer limit reached", "Room limit reached" or "Message limit reached"

Why: The Free plan allows 3 rooms, 6 timers per room and 5 messages per room; the tooltip says, for example, "Timer limit reached — 6 of 6 used. Upgrade for more." What to do: Delete items you no longer need or upgrade (Plans & limits, Billing & subscription). Items with a crown, such as Questions, Import or Logs, are Pro features.

No sound on a screen

Sound cues are off by default. Turn on Sound on phase in the timer's editor (Display modes).
Mute is stored per browser on each device: M in the Controller or the mute button in the Operator view switches it. Check that the device that should play the sound is not muted.
Browsers play sound only after someone has interacted with the page. After loading a screen that should play cues, click or tap it once.
If the device's system setting for reduced motion is on, StageTick plays no sound cues and no flash on that device.

Why: The cookie notice "We use cookies" never appears on audience displays (Viewer, Fullscreen, Agenda). It appears once you go on to a page you work in, such as the dashboard, the Controller, the Operator or the Moderator, on a browser that has not decided yet. Until you decide, no analytics cookies are set. What to do: Choose Reject all or Accept all once on that device. The browser remembers the choice for a year unless its data is cleared.

Contact support

Nothing here helped? Use our support form or email hallo@simmrohs.de and include:

the room link or room ID,
the view (Controller, Operator, Moderator, Viewer, Fullscreen or Agenda),
the browser and the device,
when it happened, with your time zone,
the exact message you saw.

If you sent a debug report with Send Debug Report (Debug mode), mention the time you sent it.