Docs — troubleshooting

Troubleshooting

When something won't connect at a venue, it's almost always the network. Here are the fixes, in the order the problems actually happen.

The phone scanned the QR but can't connect

• They're on different networks. The phone is on mobile data or another Wi-Fi. Put both devices on the same Wi-Fi, and turn mobile data off while pairing if the phone keeps switching.
• It's a guest network. Venue guest Wi-Fi routinely blocks devices from talking to each other — everything looks connected, nothing works. Use the venue's production network, or bring your own travel router. This is the single most common show-day failure.
• The Mac's firewall is blocking it. If the macOS firewall is set to block all incoming connections, cameras can't reach . In System Settings → Network → Firewall, allow incoming connections for .

The code expired or errored

The pairing QR refreshes itself every few minutes. If the phone says the code is expired or invalid, just rescan — the Pairing card always shows the current one. A one-off error from a Wi-Fi blip is harmless: rescan the same code.

The phone says connected, but there's no picture

The phone joined but isn't sending video — almost always camera permission denied on the phone, or the camera app sitting in the background. Check the phone's camera permission, bring the app to the front, and keep the screen on while streaming.

The preview is black

• No camera is live — pair one, or turn on Demo Mode (✨ on the Cameras card).
• BLACKOUT is on (top-left of the preview) — click to release.
• FREEZE is holding an old frame — click to release.

The app says its media engine keeps failing

restarts its built-in media engine by itself. If it keeps failing, the app stops retrying and shows a Retry chip next to the server status — usually the cause is another program occupying the same network port. Quit the other program (or reboot the Mac), then click Retry.

Still stuck?

In the app: Help → Copy Diagnostics, then paste into an email to [email protected]. The report is support-ready and anything private is removed automatically.

For the venue's network tech

On a managed network, these ports need to be open between the Mac and the phones:

If UDP 7882 is blocked, video falls back to TCP with higher latency; if both are blocked, there is no video.

· [email protected] · stagevis.app