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Troubleshooting

Presenter control

If you're using macOS and the Safari browser to control your show, you may find that audio cues don't work. Here's a guide to help:

  • Ensure your machine isn't muted, and that audio cues are turned on - video guide here.
  • Send some test clicks and check for audio

If there's still no audio, it's probable that Safari is blocking sound auto-play. This block is standard Safari behaviour designed to avoid audio adverts annoying users, but needs to be removed for OctoCue.

To do this:

  • In Safari, log in to OctoCue.
  • In the top menu bar, go to 'Safari' - 'Preferences'
  • In the preferences window, select the 'Websites' tab from the top bar
  • In the side bar, select 'Auto-Play'
  • Under 'Currently Open Websites' select 'Allow All Auto-Play' for app.octocue.com
  • Close the preferences window and re-test the audio cues

Link direct to this article: https://octocue.com/troubleshooting#body-safariAudio

OctoCue Receiver

We've seen this issue if you try to install OctoCue Receiver on a 32-bit version of Windows - only 64-bit Windows is supported.

For more details, see this information from Microsoft on how to check which version of Windows you're running.

Given the 4 GB RAM limit on 32-bit Windows, we wouldn't recommend running a show on a 32-bit OS.


Link direct to this article: https://octocue.com/troubleshooting#body-32biterror

PowerPoint Add-in

If you're getting a message similar to the one above, you may need to:

  • Unblock the installer, or
  • Manually install the FIX8Group software signing certificate onto your machine

Unblock the installer

Manually install the FIX8Group software signing certificate


Link direct to this article: https://octocue.com/troubleshooting#body-certError

OctoCue uses UDP messages on network port 60345 to send show data from the PowerPoint add-in to OctoCue Receiver.

If another program is using port 60345, this data may not be received correctly and notes will not be available.

To help diagnose this issue:

  • Take a look at the OctoCue Receiver logs (details & log locations here). Log entries with EADDRINUSE may indicate a port access issue.
  • Check the listening ports on your Windows installation: Open Resource monitor >> Network >> Listening Ports to see what else might be using port 60345.

If you do find other programs using port 60345, please drop us an email to support@octocue.com so we can help future users that may have issues.


Link direct to this article: https://octocue.com/troubleshooting#body-portCheck

 

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