Troubleshooting

This chapter provides solutions to known issues. If you have an issue that is not listed here, please let us know: feedback@upstage.org.nz.

Known issues:

Safari 13

UpStage will not function in Safari 13 due to a bug in Safari. Please upgrade to Safari 14, or use Chrome.

Stage “offline”

If the status indicator in the top right corner of the live stage is grey and says “Offline” (instead of red and “Live”), your network may be behind a firewall that is blocking the ports required by UpStage. Please ensure that all standard ports are open. If you are not able to configure the firewall yourself you will need to contact your network administrator.

iPads and Tablets

UpStage works on all mobile devices such as smartphones and tablets, using a standard browser. We recommend using the latest version of  Chrome, Firefox or Safari for the best experience on a mobile device.

If you have issues on a mobile device, for example not receiving streams consistently, it is most likely a hardware limitation on your device.

Scrolling on toolbar overlays (Chrome on Mac)

If you are using UpStage in the Chrome browser on a Mac, you may encounter an issue with horizontal scrolling on the on-stage tool overlays (the bar at the top of the stage with media items and other tools). Scrolling to the left may result in going back to the previous page. This is a feature of Chrome and can be manually turned off.

To turn it off:

  1. Open a terminal and paste:
    defaults write com.google.Chrome AppleEnableSwipeNavigateWithScrolls -bool FALSE
  2. Then hit enter.
  3. Restart Chrome (by pressing Command+Q to quit it entirely – closing only the browser window will not work).Screenshot 2021-09-23 at 21 05 54

Drawing tablet issues

Drawing tablets can be used with the on-stage dawing tool. If you experience an issue with the pen only drawing dots, not lines, you may need to go to the properties of the tablet and add your browser to the application, then un-check the option “use windows ink.”

https://support.wacom.com/hc/en-us/articles/1500006273281-Why-is-Google-Chrome-not-accepting-clicks-or-is-lagging-