Shoe Deck not working on my machine
System Information
SoundFlow 5.8.1
OS: darwin 23.6.0
ProductName: macOS
ProductVersion: 14.6.1
BuildVersion: 23G93
Steps to Reproduce
- i click on the show deck button
- I check what was selected to show on my machine
- nothing works
- I run the script from the Logic pack, show presets, nothing works either
Expected Result
nothing works
Actual Result
nothing works
Workaround
Other Notes
Links
User UID: oyfdOygNmbYR2XQBACKC7BJ08It1
Feedback Key: sffeedback:oyfdOygNmbYR2XQBACKC7BJ08It1:-O6uKBI0ci2rXBizLvQ5
Feedback ZIP: +Mz+fqGolHE8vRUAH/aYYZU3+L03XEhDuOo9XWfNQBzcMWCOYsZaIeYQNru+pyYCOFXwbqNEN1+UMOEDvMrvlt2xjDje5mzz18yCgDNxzuE0elTL8B47hwGDcNBJ+CQldKt32r/n2T3yNzv2FS9Nw5Rgh9TEYhyZ3mMWi3MxRYmUyMarSeywtcJa+s9m5YOaR00fBFKuuiNPiEMdY7ShuquEcAzjsd/59QFMDkBprUbcma+sQDkK26jp6BLv8osBv7gRLfbAoESaQ3/ZSBHUi8OeanPp3Sp9atrTqQ5jKNmxa8oPfquI9qaKn/zQ9bR0gvKr7oz2Jpmf1r4v5HHPHXWEH2n8izb+0p1kC0a/TYI=
Linked from:
Christian Scheuer @chrscheuer2024-09-16 10:48:08.616ZHi Sergey,
Thanks for reporting here. Could you try to be a bit more specific as to exactly how you've set up your decks?
Are you trying to connect a Stream Deck, or an iPad, for example?- Ssergey azbel @sergey_azbel7
I use a deck on my computer without external devices, I wait for my Stream desk to be delivered, and everything was fine until some time when my desk stopped calling
- In reply tochrscheuer⬆:Ssergey azbel @sergey_azbel7
please check my screen record
Chad Wahlbrink @Chad2024-09-16 14:00:12.414ZHi @sergey_azbel7,
Has the Stream Deck ever shown up on your list of available devices?
If not, you may need to complete the setup process for the Stream Deck from the menu bar app. Instructions for that process can be found in this video starting at 3:10:
https://youtu.be/F3mfD9vKt7o?si=lb12pZ_qS_GkrDOq&t=191Or, via this help article:
https://soundflow.org/docs/how-to/stream-deck/setting-up#setting-up-sound-flow-with-stream-deck-devicesOtherwise, if the Stream Deck has previously been set up, the best place to start would be to try some of the troubleshooting steps outlined here: https://soundflow.org/docs/help/stream-deck
In general, most Stream Deck related issues can be resolved by:
- - Restarting SoundFlow
- - Un-plugging and Re-plugging the Stream Deck
- - Ensuring that the Stream Deck is receiving adequate power.
- - To troubleshoot or fix a power issue, make sure to add power to the hub you're using, use the Stream Deck with another hub, or connect it directly to the computer.
Let me know if any of those options help resolve your issue.
Thanks,
Chad- Ssergey azbel @sergey_azbel7
I don’t use Stream Deck, I use deck on my computer, on top of all windows and my Logic
- Chad Wahlbrink @Chad2024-09-16 14:46:16.718Z
Ah, I see, @sergey_azbel7. You are only trying to use the deck on the desktop.
Do any actions run for you? If you navigate to a macro action like "Logic Pro" > "File Menu" > "Open...", are you able to click "Run Preset" to open the "Open" dialog for Logic?
Does the deck open if you assign your "Verse1" deck to a keyboard trigger and have it set to "This Machine" on the device list?
- Ssergey azbel @sergey_azbel7
dosn`t work
screen record attached
- In reply tosergey_azbel7⬆:Chad Wahlbrink @Chad2024-09-16 15:02:13.131Z
Hi @sergey_azbel7,
Can you try restarting SoundFlow by fully quitting from the menu bar?
Then re-open SoundFlow from the Applications folder.
A full computer restart may be effective as well.
If neither of those help, you can try a 'hard reset' of SoundFlow by following the steps outlined here:
Sound Flow - Log In Issue - Security & Privacy #post-12- Ssergey azbel @sergey_azbel7
I followed your instructions completely but it didn't work
Kitch Membery @Kitch2024-09-16 20:06:58.026ZHi @sergey_azbel7,
Thanks for your patience with this.
Can I get you to try downloading and reinstalling SoundFlow from soundflow.org/account/install.
If the issue persists let me know.
Thanks in advance.
- Ssergey azbel @sergey_azbel7
I'm very worried that my desktop settings will be lost after reinstallation, tell me how to export it or are all the settings stored in the cloud?
- Kitch Membery @Kitch2024-09-16 20:35:09.613Z
All SoundFlow settings are stored in the cloud, Reinstalling SoundFlow will not delete any SoundFlow data or settings.
- In reply toKitch⬆:Ssergey azbel @sergey_azbel7
just did this procedure and it didn't help, i still can't call the deck on my desktop, Any other thoughts? Maybe I can give you access via AnyDesk? So you can figure it out?
- Kitch Membery @Kitch2024-09-17 18:24:17.139Z
Hi @sergey_azbel7,
Do you have some time today to jump on a Zoom call to see if we can work out what's going on?
If so, please send an email to support@soundflow.org and we can set up a time.
Thanks in advance. :-)
- In reply tosergey_azbel7⬆:Kitch Membery @Kitch2024-09-17 20:28:49.131Z
Hi @sergey_azbel7,
I just read through this whole thread again and looked at your logs, and thought I'd ask before we get on a Zoom call, Are you using a VPN or are you working from behind a firewall?
- Ssergey azbel @sergey_azbel7
to be honest I don't really understand the firewall settings on Mac, but I'm sure I don't use vnp
- Kitch Membery @Kitch2024-09-17 20:54:17.018Z
Thanks for clarifying @sergey_azbel7.
Are you by chance located in a geo-blocked country?
If so please see the section in our System Requirements about "Accessing SoundFlow from China and other geo-blocked locations"
https://soundflow.org/docs/getting-started/install-soundflow/system-requirements.
- Ssergey azbel @sergey_azbel7
strange things are happening, this page opens from my phone but does not open through my browser on my computer
- Kitch Membery @Kitch2024-09-17 21:12:07.421Z
Are you in a geo-blocked country?
- Ssergey azbel @sergey_azbel7
sorry I can't find a list of blocked countries, I'm from Kazakhstan and everything worked fine for me for about a week
- Kitch Membery @Kitch2024-09-17 21:26:43.119Z
Thanks for all your troubleshooting...
From your log files, it seems like there is a possible issue with websocket disconnections. Unfortunately, I'll need to escalate this for further investigation.
Thanks for your patience with this. We'll be in touch once we have more information to share
- Ssergey azbel @sergey_azbel7
Ok i`ll wait, thanks for your help
- In reply toKitch⬆:Ssergey azbel @sergey_azbel7
i can try calling my internet provider tomorrow, maybe something was changed on their side?!
- Kitch Membery @Kitch2024-09-17 23:04:12.797Z
@sergey_azbel7 That sounds like a good plan.
To rule out if it is an ISP issue try connecting your computer to your phone’s hotspot. If that works then the issue could indeed be with your internet provider.
Keep me posted on how it goes!
- In reply tosergey_azbel7⬆:Kitch Membery @Kitch2024-09-17 20:42:38.775Z
If you are using a firewall or VPN, please see our System Requirements.
https://soundflow.org/docs/getting-started/install-soundflow/system-requirements.
From our System Requirements.
It is not supported to use SoundFlow behind a firewall/VPN without the SoundFlow Cloud Proxy product.Also, please make sure to restart your computer after disconnecting from the VPN. Simply disconnecting is not sufficient to guarantee a stable connection with SoundFlow.
- Ssergey azbel @sergey_azbel7
here are my settings
- Kitch Membery @Kitch2024-09-17 20:56:22.616Z
Thanks for that screenshot, is there anything in the "Filters" section that could be causing connection issues?
- Ssergey azbel @sergey_azbel7
I anticipated your question and tried to disable everything, and nothing changed, the deck doesn't work. I'll try to disable it again and reboot
- Kitch Membery @Kitch2024-09-17 20:59:54.676Z
Thank you for your patience.
Did you see my message in regards to geo-blocked countries?
- Ssergey azbel @sergey_azbel7
this page not loading: 500: internal server error
- Ssergey azbel @sergey_azbel7
nothing change before rebot and all network filter off
- In reply tosergey_azbel7⬆:Kitch Membery @Kitch2024-09-17 21:05:39.360Z
Thanks for trying that...
Are you by chance located in a geo-blocked country?
If so please see the section in our System Requirements about "Accessing SoundFlow from China and other geo-blocked locations"
https://soundflow.org/docs/getting-started/install-soundflow/system-requirements.
- In reply toKitch⬆:Ssergey azbel @sergey_azbel7
the thing is that i used the program perfectly for more than a week, and then it stopped loading
- Ssergey azbel @sergey_azbel7
Hi there, I did what we agreed on, I contacted my Internet provider, and we completely returned the modem and network settings to the original state, but everything remained unchanged, the deck still does not work, I think that I did everything on my part to exclude the possibility of a problem with the provider and modem, what else can be done in my case?
Christian Scheuer @chrscheuer2024-09-18 19:17:12.427ZHi Sergey,
The best way to rule out if it's an ISP-related issue is to try to connect via the hotspot on your phone. If this changes the behavior, you'll know it's an ISP problem.
Please note that ISP's can have problems that have nothing to do with your modem, so a reset of your modem is not enough to isolate the issue.
Typical ISP-problems happen on their side, not on your modem side.- In reply tochrscheuer⬆:Christian Scheuer @chrscheuer2024-09-18 19:46:03.960Z
If the ISP issue is the one I suspect it may be, then we've been working on a fix in SoundFlow for such problems in version 5.8.2.
Please install this new version to see if it helps. If it doesn't, it would be helpful if you can send us a new bug report with the log files from 5.8.2.
Thank you for your patience resolving this!https://downloads.soundflowcdn.com/5.8/5.8.2/e7479b6db29a32a6/SoundFlow_5.8.2.pkg
- Ssergey azbel @sergey_azbel7
just installed a new version, result - doesn't work, everything remains the same, but thanks for sending this
- In reply tochrscheuer⬆:Ssergey azbel @sergey_azbel7
Hi, I wanted to share the results of what you asked, connect the phone as a modem. Everything was done, you can see the result on the screen recording, nothing has changed, the desk does not start, any other thoughts?
- Christian Scheuer @chrscheuer2024-09-20 00:04:30.731Z
Hi Sergey,
Thanks for your video. What I meant was not to connect your iPhone via a USB cable, but to use its hotspot feature. You would select this via your Wifi dropdown menu, where your phone should be available to connect through. Ideally, you would also disconnect any physical ethernet cables, to force your computer to connect through the phone. Otherwise, SoundFlow would still most likely be connecting via your ISP, so we wouldn't be seeing any differences.
Also, importantly, once you would be fully connected via your hotspot, you should completely restart SoundFlow by clicking the SF icon, then choosing Quit, then relaunching from Applications.
Note, we're not necessarily saying this is a solution, but it's a necessary troubleshooting step to figure out why your computer can't connect properly.
- Christian Scheuer @chrscheuer2024-09-20 00:21:38.364Z
I notice something else in the log files which may be impacting your scenario here and be unrelated to internet connectivity.
Please see this thread for more information - it appears that manually setting timezone information can be influencing your setup.
When bringing mac studio to new location, soundflow does not work for a unspecified amount of time #post-5- Ssergey azbel @sergey_azbel7
Wooooo hoo that's what worked, I changed the time zone setting to automatic and after rebooting the desk worked, thanks for the help.
- Christian Scheuer @chrscheuer2024-09-21 13:43:15.370Z
That's great to hear, Sergey.
I'll make a note to myself and the team to be able to resolve situations like this more quickly in the future. I appreciate your patience and collaboration getting this fixed!
- In reply tochrscheuer⬆:Ssergey azbel @sergey_azbel7
i will try tommorow use my phone how modem and let you know