Troubleshooting

"All device activations are in use"

You have activated as many machines as your packs allow. Open your dashboard, deactivate a machine you are not using, and sign in again. If every machine listed is one you still need, buy another pack from the store — packs stack, three activations each.

If a listed machine is lost, dead or reimaged and you cannot deactivate it cleanly, contact support and we will release the slot for you.

"This device has been deactivated"

The slot was released — from the website, from another machine, or by an administrator. Sign in again to claim a slot, assuming one is free.

The app works offline and then suddenly stops

The cached license token expired. Connect to a network and let the app refresh (any update check does it). Tokens last 60 days by default, so this generally means the machine has been offline longer than that.

"Verify your email address"

Purchases, downloads, forum posts and desktop sign-in all require a confirmed address. Open verify email and request a new link. Check spam; the link is valid for 24 hours.

Downloads fail or the link 403s

Presigned download URLs expire after a few minutes. Go back to downloads and click through again rather than reusing an old URL.

No MIDI devices appear

• macOS — grant Input Monitoring in System Settings → Privacy & Security, then restart the app. Check Audio MIDI Setup sees the device first.
• Windows — install the vendor driver and confirm the device in Device Manager. Close any other software holding the port; most MIDI drivers are exclusive.

OSC or Art-Net traffic never arrives

• Allow the app through the firewall on private networks.
• Confirm both machines are on the same subnet — Art-Net broadcast does not cross routers.
• Check the universe/port numbers on both ends. An off-by-one universe is the single most common cause.

Timecode drifts or scenes fire late

Increase the audio buffer if the machine is struggling, and avoid running the analysis engine on battery power with aggressive power saving. Scene recall is scheduled on the audio clock, so a starved audio thread shows up as late triggers.

Password reset link says invalid

Reset links are single-use and expire after an hour. Request a fresh one from forgot password. Note that resetting a password signs out every browser and desktop session and invalidates cached offline licenses — you will sign in on your machines again.

Still stuck

Post on the forum with:

• your OS and version
• the AUTO/PILOT version (Preferences → About)
• the exact error text or error code
• what you already tried

That is usually enough for someone to answer on the first reply.