Troubleshooting
Screens
Section titled “Screens”The projector shows my desktop before the service
Section titled “The projector shows my desktop before the service”Full-screen audience screens open when you go live or start a countdown. Until then, an extended display shows whatever macOS puts there, usually the desktop background. Start the countdown to cover it before the service.
My display isn’t listed in the Screens panel
Section titled “My display isn’t listed in the Screens panel”- Check the cable and that the display is on and set to the right input.
- Open System Settings › Displays and confirm that macOS sees the display.
- Your own display, the one the Guidepost window is on, is listed as Your screen and can’t be a full-screen audience screen. To use a single display, turn on Windowed audience screen.
The slides went to the wrong display
Section titled “The slides went to the wrong display”Open the Screens panel and turn on the right display, or click Make main. While live, changes apply immediately.
A display disconnected during the service
Section titled “A display disconnected during the service”The service keeps going on the other screens. Reconnect the display: Guidepost puts the output back automatically. Or click Choose screen in the banner to use another display.
AirPlay
Section titled “AirPlay”The TV shows my whole screen
Section titled “The TV shows my whole screen”The TV is mirroring your display. In Control Center › Screen Mirroring, choose Use as Extended Display under the TV. See AirPlay TVs.
The TV doesn’t appear in Screen Mirroring
Section titled “The TV doesn’t appear in Screen Mirroring”- Make sure the Mac and the TV are on the same network, and not a guest network.
- Turn the TV, or its Apple TV, on and wake it.
- Check that AirPlay is turned on in the TV’s settings.
The picture stutters or drops
Section titled “The picture stutters or drops”AirPlay depends on the network. Connect the TV or Apple TV with an Ethernet cable if you can, and keep the Mac close to the Wi-Fi access point. For video-heavy services, a cable to the display is the most reliable option.
Video sound plays on the TV instead of the sound system
Section titled “Video sound plays on the TV instead of the sound system”In the Screens panel, set Video sound for the TV to This Mac / sound system. See Video sound.
Network viewers
Section titled “Network viewers”Phones can’t connect
Section titled “Phones can’t connect”Work through the checklist in If viewers can’t connect: same network, firewall, Local Network permission, and client isolation on the router.
Viewers see a still picture during videos
Section titled “Viewers see a still picture during videos”Network viewers show video slides as a still frame. The audience screens play the video normally.
A slide says “Missing: …”
Section titled “A slide says “Missing: …””The image or video file can’t be found. Click Replace… to choose the file again, or Remove. See Missing media.
A video won’t import
Section titled “A video won’t import”Guidepost converts WebM, MKV, AVI and similar formats automatically. If conversion is off, turn on Convert videos the Mac can’t play natively in Settings › Library, or export the video as MP4 or MOV and import that.
A video stutters
Section titled “A video stutters”Very large or very high-resolution videos may not play smoothly on older Macs. Export a smaller version, for example 1080p H.264 or HEVC, and replace the original.
A presentation looks different on another Mac
Section titled “A presentation looks different on another Mac”If it uses a font the other Mac doesn’t have, Guidepost shows a similar font until that font is installed. Install the font on that Mac, or use one of the fonts that come with Guidepost. See Moving a presentation to another Mac.
A presentation won’t open
Section titled “A presentation won’t open”Guidepost explains why. If it was saved with a newer version of Guidepost, update this Mac. If it’s on a drive that isn’t connected, reconnect it.
Guidepost asked to recover unsaved work
Section titled “Guidepost asked to recover unsaved work”Guidepost quit unexpectedly with unsaved changes. Choose Recover to open them. See Recovering after a crash.
Space or the arrow keys don’t move slides
Section titled “Space or the arrow keys don’t move slides”- Navigation keys work only in Present. In Design, arrow keys move through slides in the list or nudge layers.
- They don’t work while you’re typing in a field, such as the message composer. Press Return or Esc to leave the field.
- Check whether the keys were changed in Settings › Shortcuts.
B, L, F or C don’t do anything
Section titled “B, L, F or C don’t do anything”Holds are available only while live. Logo also needs a logo image in Settings › Screens.
Still stuck?
Section titled “Still stuck?”Choose Help › Report a Problem… to send a report, or see Getting help.