Troubleshooting

In general

• Use an up-to-date Chrome or Edge: these browsers talk to audio interfaces, USB ports, MIDI and extra screens.
• If the browser asks for a permission (microphone, camera, MIDI, serial port, window management), accept it: Regia uses it only for what you asked. If you refused by mistake, click the icon left of the address, open the site settings and set it back to Allow.
• The pre-show check finds most problems by itself.

Audio

I can't see audio interface names. The browser hides them until you allow microphone access. In the Audio workspace press Show names and accept.

The interface is not listed. Plug it in, then press Refresh interfaces. If it's still missing, check that the system sees it (Windows or macOS sound settings).

Sound crackles or drops out. Close other audio apps, plug the computer in and raise the buffer size in the interface's control panel, if it has one. On Windows, prefer the interface maker's drivers.

I only hear two channels of a multichannel interface. Set the output's Channels to the right number and assign the Interface channels.

The first sound does not play. Browsers block audio until you interact with the page: any click, or the first GO, unlocks it.

Video and projectors

The output window does not open. The browser blocked it as a popup: click the icon in the address bar, allow popups for regia.hopholm.com, then press Open again.

The projector is not in the screen list. Set the projector as an extended display (not mirrored) in the system display settings, then press Find connected screens and accept the window management permission. Or choose I'll move it myself, drag the window onto the projector and press F.

The window does not go full screen by itself. Click once inside the output window and press F, or double-click.

The image is cropped or small. The output Resolution must match the projector; the status under the output shows the window's actual resolution.

Video stutters. Convert heavy videos to MP4 H.264 at the stage resolution, reduce video effects and keep the computer plugged in. The output status shows frames per second.

Lights

The USB interface does not appear. It works in Chrome and Edge. On Windows, if the interface uses an FTDI chip (Enttec, Open DMX), install FTDI's VCP driver. On Mac it works without drivers. Close other lighting software that may be holding the port.

Lights don't respond. In the patch, check each fixture's universe and address and the Mode (the same one set on the fixture's menu). The DMX Monitor shows whether values are going out.

Art-Net or sACN does not arrive. The Bridge must be connected. Computer and node must be on the same network (same address range, for example 2.x.x.x or 192.168.1.x). Try leaving the node address empty (broadcast) and check that the firewall lets the Bridge use the network.

MIDI

The controller is not seen. Press Enable MIDI and accept the permission. Plug the controller in before opening Regia, or reload the page after plugging it in.

The mixer does not change scene. Check the MIDI channel and program number in the mixer's manual, and that the mixer has MIDI receive enabled.

Bridge

The Bridge does not connect. It must be open on the same computer as Regia, with its window open. If Chrome asked for permission to access other apps and services on the device and you denied it, set it back to Allow in the site settings (the icon left of the address). On Mac, the first time, open Regia Ponte.command with right-click › Open. An antivirus may block it: add it to the exceptions. The status under Connections › Bridge turns green when it's connected.

The Bridge window says port 47800 is in use. The Bridge is already open in another window: close the extra one.

Phone

The phone can't join. The code is valid for 10 minutes: get a new one, or scan the QR code. Phones joining with the code must be approved with Let in on the computer.

The phone disconnects. It reconnects by itself when the network comes back. Keep the page open and in the foreground: the screen stays on while the page is visible.

Files

A file won't import. The message explains why. A damaged file can't be converted; a very heavy video takes minutes. If conversion fails, convert the file with HandBrake or Shutter Encoder and import the result.

Files are missing on another computer. Move the show with a .regia file, which contains the files. If you copied only the structure, use Relink in the pre-show check.

The disk is almost full. Delete old shows (after exporting them) and remove unused files from the library.

Still stuck?

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