StagePlayer troubleshooting: start here
Short answer: Find your symptom in this article's table and follow the linked fix. Most problems are a display set to mirror instead of extend, the wrong projector input, an interrupted download, or a computer below the system requirements.
Find your problem
| Symptom | Fix |
|---|---|
| Can't sign in or forgot password | Reset your StagePlayer password |
| My show isn't in the Library | Sign in with the email the order was placed under, then click refresh (top right of the Library). See Sign in to StagePlayer. |
| Download is slow, stuck or says "Connection interrupted" | My show won't download |
| Nothing on the projector | Nothing shows on the projector |
| Projector shows the same thing as my laptop | Extend your display to a projector |
| Projector goes black when I click Fullscreen (Mac) | Mac projector goes black in full screen |
| Watermark is still showing | Watermark still showing |
| Playback lags, stutters or freezes | Playback lags, stutters or freezes |
| "You are currently logged in as a visitor" | Visitor banner in the Library |
| No sound | Turn on sound in StagePlayer |
| Picture is stretched, cropped or has black bars | Outputs, display mode and zoom |
| Picture too dim or too small | Make projections look brighter, Get a larger projected image |
| Need the show on another computer | Use StagePlayer on a different computer |
| My edits disappeared | Edits live on one computer and are removed by Delete, Reset or Clear Cache. See The Edit Cues page. |
| QLab export problems | Export your show to QLab |
Quick checks that fix most problems
- Computer meets the system requirements and isn't on the known-incompatible list.
- Latest StagePlayer installed from broadwaymedia.com/downloads.
- Projector connected, turned on, on the right input, and set to extend.
- Restart the computer, then open StagePlayer before other apps.
What Show Goods can't do from here
Orders, license dates, refunds and custom content are Broadway Media's: broadwaymedia.com/support or hello@broadwaymedia.com.
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Still stuck?
Show Goods product help is self-service, with no live chat or phone support. Try these next:
- Check the StagePlayer system requirements.
- Orders, rentals, license dates and refunds: broadwaymedia.com/support or hello@broadwaymedia.com.