Looking after PraiseAV

Troubleshooting

The projector shows nothing

1. Is Black or Logo on at the top? Press it again.
2. Is the projector on, and on the right input (HDMI 1, HDMI 2…)? Use its remote.
3. Press Windows+P and choose Extend.
4. In PraiseAV, click Hide then Show at the top right.
5. Open Screens…. Is the projector listed, with the Congregation job?
6. Unplug the HDMI cable at both ends and plug it back in.

The projector shows my desktop, or a copy of my screen

Windows is copying (duplicating) your screen onto the projector. PraiseAV notices this and shows a yellow message at the top: click Use it as a separate screen. Or press Windows+P and choose Extend. PraiseAV then finds the projector and puts the words on it.

The words are on the wrong screen

Open Screens…. On the screen map, tap the two screens to swap them. PraiseAV remembers this for next time.

A video won’t play

PraiseAV says if a file won’t play. Some formats (WMV, AVI, ProRes) can’t be read. Convert the video to MP4 with the free HandBrake app (choose the “Fast 1080p30” preset) and add it again.

If a video stutters, it may be 4K or very large. A 1080p MP4 plays smoothly on almost any computer.

No sound

• Click the speaker icon by the clock (bottom right of Windows) and check the right output is chosen and not muted.
• Check the Volume under Music and audio.
• Check the sound desk channel is up.
• Videos play their sound from the congregation screen’s window; music from Music and audio. Both use the Windows output.

The words are too small or too big

Go to the Themes tab, click the theme, and change Largest text size. See Themes. Long verses shrink by themselves to fit.

A PowerPoint won’t come in

PraiseAV needs Microsoft PowerPoint or the free LibreOffice to open PowerPoint files. Install LibreOffice, or ask for a PDF. See PowerPoint and PDF.

The camera isn’t in the list

• Click Refresh in Live video.
• Close any other program using the camera (Zoom, Teams, OBS, the Camera app).
• Plug the capture device into a blue USB 3 socket, directly, not through a hub.
• See Live video.

A phone can’t connect to the remote

It must be on the same Wi-Fi as the PraiseAV computer (not guest Wi-Fi), and Windows must allow PraiseAV on private networks. See Phone remote.

OBS or the other room can’t show the words

The other computer or TV must be on the same Wi-Fi as the PraiseAV computer, and Windows must allow PraiseAV on private networks. OBS on the PraiseAV computer itself can use the on this computer address. See Screens on the network.

A phone camera won’t connect

• The phone must be on the same Wi-Fi as the PraiseAV computer (not guest Wi-Fi).
• If the phone says the connection isn’t private, tap Advanced (or Show details) and Continue. That’s expected.
• If it says the camera wasn’t allowed, allow the camera for the page in the browser’s settings.
• If the computer’s Wi-Fi address changed, scan the new code in Live video › Phone camera › + Add a phone camera.
• See Live video.

A recording has no sound

In ● Record, check Sound from is the sound desk’s input, and that the desk is sending sound to it. This computer’s sound only records PraiseAV’s own videos and music. See Recording the service.

PraiseAV says LIVE, but YouTube says "No data"

PraiseAV is sending, but YouTube can't match it to the broadcast you're watching. In YouTube Studio, open Stream health (under the preview): it says which part is getting the stream.

• "Vertical view: Stream is healthy" but "Horizontal view: No data": PraiseAV has the vertical stream key. YouTube's Dual stream shows two keys: the main one in the left panel (for example Key: Test, or Default stream key) and a Vertical one on the right for the Shorts feed. In YouTube Studio, click the copy button beside the key in the left panel. Then in PraiseAV: ◉ Go live › Change, paste, Save, and go live again. (You can leave Dual stream on: PraiseAV works with it.)
• "No data" everywhere: check the key in PraiseAV ends with the same four characters as the one in YouTube Studio (◉ Go live shows them), that you're looking at the right broadcast (Manage lists them), and that live streaming has been switched on for the channel (the first time can take a day).
• "Preparing stream" for more than a minute (while Stream health says Excellent): update PraiseAV. Older versions sent a picture of an odd shape, which YouTube's Dual stream couldn't use. If you can't update yet, switch Dual stream off in Stream settings, then in PraiseAV stop the livestream and ● Go live now again.
• The preview stays black or frozen: refresh the YouTube Studio page (F5). YouTube's preview can lag behind; Stream health is the one to trust.

The ATEM won’t connect

• The ATEM must be plugged into the network with an Ethernet cable, the same network as the computer.
• Check its address in Blackmagic’s ATEM Setup app (with the ATEM plugged in by USB).
• A new ATEM Mini uses 192.168.10.240. If your router gives addresses like 192.168.1.x, change the ATEM’s address in ATEM Setup to one in that range (for example 192.168.1.240).
• See Livestream and ATEM.

The laptop went to sleep, or the projector went blank

While PraiseAV is showing the screens, or the phone remote is on, it keeps the laptop awake. If it still sleeps:

• Is PraiseAV’s Hide on (top right)? Click Show.
• Check the laptop is plugged in: with a very low battery, Windows may sleep anyway. PraiseAV shows the battery at the top when it’s unplugged.
• Closing the laptop’s lid usually sends it to sleep. Leave it open, or in Windows Settings › System › Power › Lid close action, choose Do nothing when plugged in.

The power went off, or PraiseAV closed

Open PraiseAV again. Your current service is still there: it’s kept as you work, all the time.

A song or service is missing

• Saved services: click Open. Check Where services are kept: are they in OneDrive on the other computer?
• Songs: search in the Songs tab by a line of the words, not just the title.
• Bring them back from a backup: Open › Backup and moving… › Choose a backup…. Nothing you have is deleted. See Backups.

Still stuck?

Ask through praiseav.com. Say what you were doing, what you expected, and what happened. A photo of the screen helps.