Production help

Support

PropPlayer · PropPlayer Remote

PropPlayer is on the App Store for iPhone and iPad, and PropPlayer Remote for Mac is a free download. Start with the checks below, then email us if the problem stands.

The operator console cannot find a phone

1. Open PropPlayer on the prop phone, and the operator console on the other device: Remote Mode inside PropPlayer on a second iPhone or iPad, or PropPlayer Remote on a Mac. Keep both apps open while reconnecting.
2. Put both devices on the same local network. In iPhone Settings, allow PropPlayer to use Local Network. Allow the operator device the same Local Network access — on a Mac, also allow PropPlayer Remote through any firewall.
3. In PropPlayer, open Connection Info and turn on Allow Remote Control. Opening Connection Info alone does not enable control.
4. 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.
5. Rescan from the operator side. If the player appears, select it explicitly before sending cues.
6. Choose Start Live Monitor separately when the operator needs a picture of the phone's screen.
7. Remote control runs over the local network only; PropPlayer offers no control over the internet and has no code-entry screen. If the location network blocks device-to-device connections, move both devices to a local network that permits them — or advance the scene by tapping the phone screen, which always works.

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 a scene and rehearsing it are free. StageGlass Unlock is an optional auto-renewable subscription that removes the watermark from playback and turns on the recorder and the paid exports (Movie, Stills, and the After Effects package). It comes in two billing periods: $9.99 per week or $29.99 per month in the United States. The App Store shows your region's price and period before you confirm.

1. Subscribe. Open the StageGlass Unlock sheet — the star icon in the Start screen's upper-left utility row, or a scene's export menu → Record performance — pick a period, 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 Purchase. 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 the same place. A subscription renews automatically unless it is cancelled at least 24 hours before the current period ends.
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.

A subscription that will not appear after a purchase usually means a different Apple Account or a device that has not finished a StoreKit refresh. Tap Restore Purchase once, then reopen the app before writing to us.

Watermark and VFX output

Playback without a subscription — rehearsal included — carries a StageGlass watermark. The one thing that is free and clean is the VFX plate: the watermark mounts below the opaque plate, so plates never carry it. StageGlass Unlock removes the watermark from playback and enables recording and the paid exports.

Scenes, photos, and media

PropPlayer stores authored work on the device. System pickers grant access only to the photos and files you choose. Keep independent copies of source photos and media before replacing a device, deleting the app, or making risky changes.

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.