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Decks not showing up on ipad

By Sam Moore @Sam_Moore
    2021-09-22 21:53:57.824Z

    Decks not showing up on ipad

    System Information

    SoundFlow 4.3.5

    OS: darwin 17.7.0

    ProductName: Mac OS X
    ProductVersion: 10.13.6
    BuildVersion: 17G13033

    Steps to Reproduce

    1. I was using Soundflow with my ipad. on one computer. Working fine. I switched to a different computer yesterday and that was working fine.
    2. I switched to a different computer yesterday and that was working fine.
    3. Then today I went back to the other computer and my decks aren't showing up.
    4. Tried changing the networks a couple of times each time making sure they match on the ipad and computer. Still nothing

    Expected Result

    My decks to be visible on ipad

    Actual Result

    nothing just blank

    Workaround

    No

    Other Notes

    Links

    User UID: IwsZPb0l16V9kr9pXf3inSXK1eD3

    Feedback Key: sffeedback:IwsZPb0l16V9kr9pXf3inSXK1eD3:-MkEV3MXsUAdXV2HvUiP

    Feedback ZIP

    Reply
    • 10 replies
    1. Kitch Membery @Kitch2021-09-22 22:00:31.314Z

      Hi @Sam_Moore,

      I'm sorry you are experiencing this issue.

      Can you try two trouble shooting steps for me.

      The first is to quit SoundFlow from the SoundFlow Icon up by the clock then restart SoundFlow from the Applications folder.

      If that does not fix the issue, can you also try signing out of your account and back in to see if that works.

      Let me know if this does not fix the issue and we'll investigate further.

      Thanks in advance.

      Reply
      1. Kitch Membery @Kitch2021-09-22 22:02:14.612Z

        Could you also try quitting the SoundFlow iPad app and restarting it?

        Reply
        1. SSam Moore @Sam_Moore
            2021-09-22 22:21:11.439Z

            Yes have tried both of those things and still not working. Tried them again and nothing. The computer comes up in the connect to server part but no decks there when I click on it.

            Reply
        2. S
          In reply toSam_Moore⬆:
          Sam Moore @Sam_Moore
            2021-09-22 22:19:41.380Z

            Yes have tried both of those things and still not working. Tried them again and nothing. The computer comes up in the connect to server part but no decks there when I click on it.

            Reply
            1. Kitch Membery @Kitch2021-09-22 22:33:09.126Z

              Thanks for reporting back @Sam_Moore,

              We shall look into the issue further.

              @chrscheuer, can you see anything in Sam's log that may be causing this?

              Reply
              1. Christian Scheuer @chrscheuer2021-09-23 09:47:02.442Z

                Hi Sam,

                Couple of questions to troubleshoot this:

                Was this reported from the computer where you tried connecting to and it wasn't working? Or from the working computer?

                Is it now consistently working on one computer and not working on the other? Or is it not working on both computers now?

                From your log file, it indicates that the SoundFlow process running on your Mac never experiences a connection from the iPad. This indicates a network limitation/error/block.
                We've experienced in the past that some routers block SoundFlow's traffic. Perhaps a router firmware / servicing update turned on some automatic security feature that blocks SF.

                Reply
                1. SSam Moore @Sam_Moore
                    2021-09-26 21:38:39.610Z

                    Hey Christian,

                    I was using it on this computer for last 3 or so weeks and it was mostly working fine. By that I mean the decks were showing up but everynow and then a button wouldn't work with a "Sounflow unable..." message. I'm not sure why this happened as it seemed intermittent and would just start working again.

                    But anyway, I had to work on a different computer B one day and had it working fine on that one. Then I moved back to computer A and the decks had all vanished off my iPad.

                    We are a post production facility with around 5 suites.

                    I really enjoy using soundflow and am hoping to convince my boss to pay for it for all of the employees at our company. I was put onto it by one of my collegues who is already a huge user of it and another of our collegues is trialing it as well.

                    So unfortunately this has been quite bad timing as my trial is about to expire and I cannot show my boss how great it is.

                    If you have any ideas about how to get around this issue it would be much appreciated and if there was anyway in the meantime I might be able to get an extention on my trial it could buy us some time to get it running smoothly again.

                    Kind regards,

                    Samuel Moore.

                    Reply
                    1. Christian Scheuer @chrscheuer2021-09-27 07:31:25.281Z

                      Hi Sam,

                      I've extended your trial :)

                      When you say the decks are not being shown on the iPad – does it still show the machine(s) running SoundFlow?
                      If the log file / bug report was sent from computer A, then as I mentioned, this indicates that the router blocks the connection from being made. If you don't see the machines at all on the iPad, this indicates that they're on different subnets.
                      That's why I'm asking – those are 2 different scenarios.

                      Reply
                      1. SSam Moore @Sam_Moore
                          2021-09-27 23:19:16.721Z

                          Hey Christian,

                          Thanks for the extention.

                          Yes the machines (computer) are still showing up on my iPad. I am currently sending this from the computer that it isn't working with (Computer A)

                          Cheers,

                          Sam.

                          Reply
                          1. Christian Scheuer @chrscheuer2021-09-28 00:57:14.153Z

                            Got it. Then what I said above applies, that it looks like your router blocks the connection from being made. It's unfortunately very hard for us to troubleshoot those things because routers and network configurations can be extremely complex.
                            I would advise that you get in touch with any network administrator you have to check if any traffic is routed differently for that computer.

                            Reply
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