Production help

Support

PropPlayer · PropController

StageGlass PropPlayer runs on iPhone and iPad. PropController is its free Mac remote. Start with the checks below, then email us if the problem persists.

The operator console cannot find a phone

1. Open PropPlayer on each phone. On the operator phone, open its built-in Remote Mode; on a Mac, open PropController. Keep the apps open while reconnecting.
2. Put the phones and operator device on the same Wi-Fi network. In iPhone Settings, allow PropPlayer to use Local Network. Nearby prop phones appear in PropController and in another phone's Remote Mode without pairing, a code, or approval.
3. Temporarily disable a VPN. Guest networks and Wi-Fi client isolation can prevent nearby devices from seeing each other even when they show the same network name.
4. Rescan from the operator side. If the player appears, select it explicitly before sending cues.
5. On a Mac, choose Start Live Monitor separately when the operator needs a picture of the phone's screen.
6. If the local network blocks device-to-device traffic, create an Internet Relay room in PropController and enter its 12-character code on the phone. Approve the phone's relay join in PropController; this code and approval apply only to Relay rooms. Relay carries commands and player state, not live monitor video, takes, or scene files. If neither path is available, use the phone's operator controls to step Back or Forward.

For a critical take, keep the phone's scene loaded, rehearse the cue path, and use the most stable network available. A reconnect does not replace scene files already stored on the phone.

StageGlass Unlock: subscribe, restore, cancel

Building scenes, recording takes, and exporting are available for free. StageGlass Unlock is an optional auto-renewing weekly or monthly subscription that removes the watermark from live playback, takes, and rendered exports. The app shows Apple's current price and period before you confirm.

1. Subscribe. Open the StageGlass Unlock sheet from the Start screen's star icon, choose a weekly or monthly plan, and confirm with the App Store.
2. Restore on another device. Sign in to the same Apple Account, open the same sheet, and tap Restore. There is no StageGlass account to sign in to.
3. Cancel or change the period. Open Settings → your name → Subscriptions on iPhone or iPad and choose StageGlass Unlock. Manage Subscription on the Unlock sheet opens Apple's subscription settings. The plan renews automatically until cancelled.
4. Refunds and billing questions. Apple handles all billing. Request a refund at reportaproblem.apple.com. We can see no payment details and no purchase records.

If a subscription does not appear after purchase, check that the device uses the same Apple Account. Tap Restore, then reopen the app before writing to us.

Watermark and VFX output

Without a subscription, live playback, recorded takes, and rendered exports carry the STAGEGLASS · FREE PLAYBACK watermark. You can record and export at any time. VFX plate frames stay clean and free for screen replacement. StageGlass Unlock removes the watermark.

Scenes, photos, and media

PropPlayer stores authored work on the device and syncs scenes through your own private iCloud when available. System pickers grant access only to the photos and files you choose. Keep independent copies of source photos and media before replacing a device or deleting the app.

If an import fails, confirm that the file finished downloading, then try opening it from Files again. Include the file type and the exact error in a support email; do not send confidential production media unless we ask for a safe sample.

What to include in a support email

• the StageGlass product and app version;
• each device model and operating-system version;
• the local network type and environment (studio or home Wi-Fi, guest network, or client isolation);
• the exact steps that produced the problem;
• what you expected and what appeared instead;
• a screenshot, screen recording, or crash log when it is safe to share.

Email support@stageglass.app — the same address PropPlayer's own Report a problem uses. support@stageglass.app reaches the same people. Remove client names, phone numbers, scripts, and other confidential material unless it is necessary to diagnose the problem.