Troubleshooting

Start with safe checks in the CUE/IO interface. Everyday users do not need Linux commands, SSH, or system-file editing.

The page does not open

1. check the Raspberry Pi power and the Ethernet port lights;
2. make sure the phone or computer is on the same network;
3. disable VPN and mobile data;
4. open the .local address shown in Network settings without a port number;
5. if .local does not open, use the Pi IP address assigned by the router;
6. connect to the device's fallback Wi-Fi SSID and open the address provided on the device access card; if the network is not visible, see the next section.

If the page is still unreachable, restart the Pi safely once. Do not perform several rapid power interruptions in succession.

Access was lost after a network change

1. open the new IP address that you saved for the Ethernet port;
2. if it does not open, connect to the CUE/IO fallback Wi-Fi and open the exact .local address shown under Settings → Network → Management access;
3. in the Network section, check the selected port, IP, subnet, and Broadcast;
4. correct the values and press Save and apply again.

For an isolated Art-Net port, the default gateway and DNS should normally remain blank. For example: 2.0.0.10, subnet mask 255.255.255.0, and Broadcast 2.0.0.255.

Do not press Apply simultaneously from multiple browser tabs.

Fallback Wi-Fi is not visible

• in the Network section, check that fallback Wi-Fi is enabled and its status is Active;
• if the status says it is waiting for a separate adapter, connect a USB Wi-Fi adapter that supports AP mode and check the Network section again;
• if built-in Wi-Fi is already used for internet access, the fallback network may require a second compatible USB Wi-Fi adapter;
• check whether the network is open or protected by a user-selected password;
• use only the current SSID and address shown in the Network section.

Art-Net packets do not appear

• select the correct universe under Monitor;
• select the correct network interface in the RECORD section;
• make sure the selected port is not the CUE/IO fallback Wi-Fi interface;
• check the console IP address, subnet mask, and Art-Net transmission mode;
• Broadcast traffic must remain within the same subnet or VLAN;
• guest Wi-Fi and client isolation can block local traffic;
• use a short, safe DMX test to check whether the signal reaches CUE/IO at all.

RECORD does not start

Common causes:

• RECORD mode is not selected, or the previous mode is still stopping;
• the selected network interface is no longer available;
• audio is enabled, but the audio input is unavailable;
• there is not enough free disk space;
• the licence is not active.

Check the error message, Status, the audio test, and free disk space.

Recording stopped by itself

Check the last error, free disk space, and audio status under Status. If disk space becomes critically low, CUE/IO deliberately stops the recording safely.

Download important shows from the Files section and delete only those that are not needed. Do not lower the safety threshold until you have identified what is consuming the space.

Audio device is unavailable

1. stop the active mode;
2. reconnect the USB audio device;
3. refresh the page;
4. select the input and output again under Settings → Audio;
5. run the audio test.

The USB device number can change after reconnection. If another program is using the device, close that program before testing again.

Player has no audio or lighting output

• in the Files section, check whether the show has audio;
• check the audio output, Mute, and volume;
• check the DMX output interface and Broadcast or Unicast targets;
• compare the show's universes with the end devices in the Live DMX monitor view;
• use output preview only when the connected lights may safely receive test data.

If the destination IP looks correct, check which routing level applies to this show:

1. For a show with type manual, press Edit in the PLAYER list and inspect Art-Net output. Saved Unicast sends only to the show's one Target IP address, while saved Broadcast uses the configured broadcast address; both ignore the global unicast list.
2. For a show whose type is not manual, inspect Settings → Network → Art-Net unicast targets. At least one valid address means broadcast is not used. An empty list or no valid address restores the configured broadcast. Press Save and apply after changing it.
3. Show origin—recorded, imported, or generated—does not select routing. An imported Manual show and an effect remain Manual; the stored metadata is authoritative.

Timecode remains in the waiting state

• check that Timecode is enabled in the configuration;
• check FPS, the left/right audio channel, and cue start/end times;
• run the audio input test before pressing Arm;
• make sure the LTC signal reaches the selected channel at a sufficient level;
• cancel waiting before editing the configuration.

If the audio device is disconnected, press Cancel, restore the device, run the audio test, and arm Timecode again.

Scheduler starts at the wrong time

• check the system time, time zone, NTP, and RTC status under Status;
• check the schedule date, days of the week, and start time;
• make sure two schedules do not overlap;
• remember that active RECORD or Timecode can block a Scheduler action.

If RTC is unavailable, CUE/IO continues to operate, but check the time before using a schedule after a complete power-off.

A show cannot be imported, trimmed, or deleted

• import only a trusted CUE/IO archive;
• stop RECORD, Player, Timecode, and any active preview;
• check free space;
• make sure the show is not currently in use;
• in trim preview, check the start, end, audio, and DMX before saving.

CUE/IO creates a backup before making changes, but you should also download an important show to another device beforehand.

The manual-show editor cannot save or start a test

• correct the first highlighted field; CUE/IO opens the relevant Fixed scenes or Effect generator tab and, when needed, the custom-fixture editor;
• without an audio file, enter the total duration in seconds; when editing existing audio, choose Keep, Replace, or Remove;
• select a valid profile for every fixture and check that the automatically assigned final address does not exceed CH512;
• when the error offers Stop show, an active Record, Player, or Timecode session is blocking the action; use that button on the right of the error;
• when that button is absent and another manual show is being built, wait for it to finish—global Stop does not resolve this conflict;
• live test is real Art-Net output without audio and lasts at most 30 seconds. Check the Broadcast/Unicast target and use it only in a safe lighting state; stop, completion, or error sends blackout and no show is saved.

Benchmark exceeds safe limits

Open the result table and inspect the first warning: packet loss, sequence errors, audio errors, CPU, temperature, or storage. Reduce the universe count or FPS and repeat the test. One Pi's internal test does not fully test the physical Ethernet network.

Support request

Send the following to info@cueio.app:

• the exact time of the problem;
• Raspberry Pi model and CUE/IO version;
• active mode and show name;
• the error shown on screen and steps to reproduce it;
• a screenshot of the Status page.

Do not send passwords, activation codes, SSH details, private keys, or complete configuration files. If deeper diagnostics are required, CUE/IO support will tell you which safely anonymized information to send.