RLS Troubleshooting

I'm having an issue that is not listed here.

  • Having both director and participants quit and relaunch the software is generally a good way to "start fresh", and resolve certain issues that may crop up in the middle of an RLS session.
  • If all else fails, reach out ot our tech support team. We are here to help!

I tried to invite some musicians into an RLS session, but my list of people to choose from is either empty, or some people are missing.

If this is happening to you, it could be one or both of the following causes:

  • Other registered users are not linked to one of the shows that you have shared. Make sure you have completed the setup process for directors by sharing your built show, and then having other registered users link to it by following the getting started guide for participants.
  • The network on which you are connected could have security settings that are blocking RLS for working properly. In many such cases, your list of invitees could be empty. If this is happening, you should be getting an error message when launching RLS. Try using a different internet network, or consult with your network admin to resolve this by whitelisting the following ports:
    • https://rms.biz/
    • https://accounts.rms.biz/
    • rls.rms.biz
    • port 8888

I cannot see my video, or someone else's in RLS.

  • Participants should only be seeing the director's video feed, as well as their own. Directors should be able to see all participants video feed, provided each participant has a working camera that is turned on in RLS.
  • If your own video camera is not working, it could be that another program (like Zoom) is appropriating the use of the camera on that computer. To resolve it, quit all open programs (including the RMS sofware), and then proceed to relaunch only our software. You can also check to make sure the correct camera is selected in the RMS software prefences, under the "Live Share" tab.

I'm hearing an echo during my RLS session.

This could be one or both of the following causes:

  • One of the users in the live share session is not wearing headphones. Everyone in an RLS session must wear headphones, including the director. If sound from a live share session is playing back through speakers, this will introduce the problem of echoes.
  • A teleconferencing application is running and connected with one of the users in the RLS session. If both RLS and an application like Skype are running at the same time, echoes will occur.
Directors can troubleshoot where the echo is originating from by using the mixing window to methodically mute participants one by one, continuing until the source of the echo can be identified.

I'm trying to use Bluetooth headphones, but it's not working properly with RLS.

  • Bluetooth headphones do not work with the mobile version of RLS, so if you are experiencing problems on the iOS app, we recommend disabling bluetooth entirely, and plugging-in wired headphones before opening RLS.
  • If you are using bluethooth with the desktop version of RLS, then you may encounter an error message when opening the application. This is because the microphone on bluetooth headphones is not compatible with RLS, and another one must be selected in the RLS audio preferences.

My microphone signal sounds distorted, clipped, or choppy to others in RLS.

This is caused by one or more of the following reasons: Your microphone's input gain is set too high for your musical performance, and must be lowered. This is usually done with a physical knob or your microphone's accompanying software settings. Some Windows systems have settings in place for their internal microphone that make it impossible to get a smooth musical performance. In order to get a better sound in RLS, it's best to disable those settings. Here is a video going over the following steps.

Some of the other users don't have a green dot next to their name, so I can't invite them to an RLS session.

This indicates one or more of the following causes:

  • The user does not have RLS open on their computer or device, is not logged in, or is not allowed to connect with our servers due to secuirty settings on the network.
  • The user has a different show open. This is indicated by a yellow dot next to the user's name. They should open, or link to the same show as the director.
  • The user has a differnet application open. If the user is attempting to use RMS Coach or Mix, they should close those applications and open Rehearsal Live Share.
  • The user has an incompatible version of RLS open. Users who have opened a very old version of RLS should update to the latest one.
Hovering your mouse cursor over the user's availability dot will bring up a tooltip that provides info about what the user in question has open on their side. This info can help directors troubleshoot.

Parts of my screen, including the menu bar or the RLS window aren't showing up.

We've found that this always comes down to Window's Display "Scale and Layout" customization feature. This can be adjusted in the display settings of the computer. Follow the directions found here to change the scale and layout to 100%. This will allow the entirety of RLS's user interface to be visible.

No one can hear me, even though I can hear the music, as well as other participants.

This indicates your microphone is either not selected, functioning, or set properly. First, make sure the correct microphone is selected in RLS preferences. Then, open the live share window in tools > live share to see if there is visual feedback when you speak or sing. See our pre-session check page for more help with setting up equipment.

I can't hear anything in RLS, even my backing tracks.

  • Follow our pre-session check guide to ensure your equipment is configured correctly in RLS
  • If your RLS preferences for headphones output are set correctly, check other places like the computer volume, or physical knobs for volume output to make sure they are set correctly.
  • Test audio from other applications like a web browser to confirm sound is working generally.
  • If you are getting sound from guide tracks, but not certain participants, the issue could be with the participants microphone.

One or more of my participants have red bars over their video feed, and are not in sync when the music plays.

If the director sees a red bar over the video feed a participant, it indicates the participant is not synchronized which can lead to that participant being out of sync with the music. If the red bar doesn't resolve and disappear when the director has stopped playback, it suggests that either there is a network issue of some kind, or that the participant's device is overloaded computationally. If the persistent red bar occurs over a single participant, have them disable their video. If that does not resolve the red bar, have them leave the session, follow the steps in the pre-session check for their platform, and then rejoin the live share session. If they continue to have a red bar, have them check their interenet speed on the device, and check that security settings are not in place for the network. If the red bars occur equally for all participants, it points to a problem with the director's network/computer. We discuss this in greater detail here.

After opening RLS, all I see is a black screen, or just the background image.

This happens on rare occasions after building or changing shows. The various UI windows are simply closed, and need to be reopened by navigating to the "windows" menu from within RLS, and then re-selecting the window items. The items which are visible should have a checkmark next to them.

When I attempt to build a show, the program crashes, hangs, or the files do not play properly.

The RLS show builder will accept 44.1 or 48K sampling rate, 16 or 24 bit depth wav files or mp3s. You may only use up to 16 stereo files, or 32 mono files per song. If you have met these requirements, and are still having issues building your show, please contact us for assistance.

RLS shows all participants have red bars, does not work properly, becomes sluggish, non-responsive, or difficult to control when I direct a session involving (x) number of participants.

In an RLS session, the computer being used for the director role is the one that is most computationally burdened. This burden increases with each participant added. If you find that a machine you are using becomes slow, or unresponsive once you cross the theshold of a particular number of participants, it indicates the speed of the computer cannot handle a live share session of that size. Some computers may improve performance after optimizing or changing settings. These links will take you to performance optimization tips for Windows and Mac. You can also have participatns turn off their cameras to reduce the CPU load on your computer. We also have hardware recommendations for directors who seek to maximize their live share session size. Note: due to the many variables that contribute to the speed of a computer, it is not currently possible for us to identify the exact number of participants that your computer may handle. For this reason, it is recommended that tests be performed during our free trial to determine that participant cap. If you are running into session size limitations, please contact us for some more information on how to work around it.

When I attempt to update Rehearsal Live Share on my Windows PC, I receive an error message ""error copying file from packed archive". How do I fix this?

This is a Windows permissions issue. The best way to overcome this is to uninstall Rehearsal Live Share before installing the update.