Troubleshooting

Symptom, cause and fix tables for Cliqer v3 on macOS and Windows, built from the exact messages the app shows.

Find the message you see, or the thing that does not work. Messages are quoted as the app shows them. Where macOS and Windows word a message differently, both are given.

What you see	Cause	Fix
Licence Key Not Recognised, "Check the key and try again. Keys look like AAAA-BBBB-CCCC-DDDD."	The key is mistyped or does not exist.	Retype it. Use Try Again.
Licence In Use On Another Mac (Windows: Licence In Use On Another PC), "Free the seat to use this licence here, or retry once the other Mac has signed out."	One licence hosts from one computer at a time and another one has the seat.	Press Free Seat (it frees the seat and signs you in again), or sign out on the other computer and press Retry.
All Seats In Use, "Every seat on this account's licences is in use. Sign out on another Mac, or free the seats." (Windows: "... another PC ...")	Every seat on the account is taken.	Sign out on another computer, free seats, or Upgrade.
Another Host Took This Seat, "Cliqer disconnected from the room."	Another computer signed in with your licence.	Reconnect if you want the seat back.
Update Required, "This licence does not cover this version of Cliqer. Update Cliqer or renew the licence."	Your licence does not cover this version of Cliqer.	Press Update, or renew. See Updates.
Licence Expired, "This licence has expired. Get a plan or continue with the free plan."	A key has lapsed.	Renew (shown for a lapsed key only), Get a Plan, or Continue With the Free Plan.
Licence No Longer Active, "This licence is no longer active. Get a plan or continue with the free plan."	The licence was revoked, suspended or made inactive, so it cannot be renewed.	Get a Plan, or Continue With the Free Plan.
Cliqer Is Out (for example Cliqer 3.1.0 Is Out) or A New Cliqer Is Out, "Your licence includes every version up to ..., and you can keep it forever. Subscribe to get the newest features."	A newer Cliqer exists than your licence covers. Shown once per run.	See What Is New, or ignore it: the version you have keeps working.
No Licence, "This account has no active licence for this Mac." (Windows: "... this PC.")	The account has no active licence.	Sign in with an account that has one, or enter a licence key.
Owner Sign-In, "Sign in with the account that owns this key to free its seats."	Only the owner can free seats.	Sign in with the owner account.
Signed Out, "Your session ended. Sign in again."	The session expired.	Sign in again.
"Passkey sign-in did not finish."	The passkey dialog was cancelled or failed.	Try again, or use another method.
"Google sign-in did not finish. Try again." / "Google sign-in failed. Try again."	The browser step was not completed.	Try again. On Windows use Open the browser again.
No Connection, "Cliqer could not reach the server. Check the connection and try again."	Something you did (a typed key, a sign-in) got no answer: no internet, or the server cannot be reached.	Check your connection and try again. See Network.
The Server Answered and a number, "Try again in a moment."	The server returned an error.	Press Retry.
Signed Out While Offline, "Cliqer could not reach the server for too long, so it signed you out. Sign in again once you are online."	Cliqer was offline too long.	Sign in again once you are online.
Sign-in is locked	Touch ID or Windows Hello lock is on.	Press Unlock with Touch ID or Unlock with Windows Hello, or Use another account.
Back on the sign-in page after a cancelled Touch ID or Windows Hello prompt	A cancelled prompt forgets the saved sign-in on this computer.	Sign in again.
macOS: "Touch ID is not set up on this Mac." / Windows: "Windows Hello is not set up on this PC."	No fingerprint or Hello sign-in is set up.	Set it up in the system settings first.
Sign Out Did Not Finish	Cliqer could not remove your sign-in from Windows Credential Manager (macOS: from the keychain).	You are still signed in. Try again.
Could Not Open Your Account, "Try again in a moment." (or the reason)	My Account... (Windows: My account > Open) could not open your account page on cliqer.io.	Try again.

More: Sign in.

Room and connection

What you see	Cause	Fix
Room status Offline or Connecting. macOS: "Offline. Room controls are unavailable until the connection returns." Windows: "The room is not connected. Link, QR code and sharing wait for the connection."	No connection to the Cliqer server.	Check the internet. Cliqer reconnects by itself. The status line under the banner reads Offline, reconnecting… with an amber dot meanwhile, and Online for a moment when the room is back.
Room In Use, "This room is already being hosted by another account..."	Someone else owns that room name.	Cliqer has moved you to a fresh room, nothing to do.
Room Name Taken, "That room belongs to another presenter. Pick a different name."	The name is used.	Choose another name.
Room Name Not Valid, "A room name is 6 letters or digits."	The code has the wrong length or characters.	Use exactly 6 letters or digits.
Room Not Changed, "The server kept your current room."	The server refused the new room.	Try another name.
Room Unavailable, "This room name is reserved for licensed accounts."	Your account has no licence for that room name.	Upgrade, or keep the generated room.
Room Unavailable, "This room code is reserved"	Another account holds the code you chose.	Nothing to fix. Cliqer forgets that code and opens a new room with a new code. Choose a different code if you want your own.
macOS Classic: "ID must be 6 characters long"	The room code box has the wrong length.	Type exactly 6 letters or digits.
Message Not Sent, "No presenter is connected to receive it."	Nobody is in the room to read your chat line.	Wait for a presenter to join.
Presenter Limit Reached, " could not join: this room is at its plan's presenter limit."	The room already holds as many presenters as your plan allows.	Upgrade, or remove a presenter.
Caller Limit Reached, " could not join: this room is at its plan's caller limit."	The room already holds as many video callers as your plan allows.	Upgrade, or end a call.
Asks to Join the Call, " asks to join the call."	A presenter asked to join the video call.	Press Accept or Decline. It shows as a line in the Studio status bar. In the background macOS shows a system notification and Windows a toast.
Clicker Time Limit Reached, "Physical clickers are limited on the Free plan. Upgrade to keep using your clicker."	The Free plan limits a physical clicker's use.	Upgrade.

Slides do not move

What you see	Cause	Fix
macOS: Accessibility Is Off, "Allow Cliqer to control your slides in System Settings."	The Accessibility permission is off.	Open System Settings and turn Cliqer on. See Permissions.
Windows: Cliqer can't control the app in front, "That app runs as administrator. Run Cliqer as administrator too, or switch to a normal app."	The slides app runs as administrator and Windows blocks Cliqer's keys.	Run Cliqer as administrator too, or switch to a normal app.
No presentation (with the app name in brackets). For Google Slides: "No Google Slides presentation found. Please open a presentation in your browser and start the slideshow." Others: "No active presentation found."	The slides app has no slideshow running.	Start the slideshow, then press Next again.
Extension required, "Control Google Slides without switching windows. After clicking Install: enable Developer mode (top right), click Load unpacked, then select the folder that opens."	The Cliqer browser extension is missing.	Press Install and follow the steps, or Skip. You can also use Settings > Control > Google Slides > Install.
Extension installed, "The Cliqer extension is already installed ... Open (or reload) your Google Slides presentation tab and the status dot turns green when it connects."	The extension is installed but not connected yet.	Open Google Slides, or open or reload the presentation tab. Reinstall puts the extension in again.
Extension Not Installed, "Cliqer could not install the Google Slides extension." Then Load the Extension: "Load the folder ... as an unpacked extension in the page that opened."	The browser would not take the extension on its own.	Load that folder as an unpacked extension in the page that opened.
"Open a Google Slides presentation in your browser. The Cliqer extension must be installed."	Google Slides is not presenting, or the extension is missing.	Open the presentation in your browser and install the extension.
" is not running." with a Start button (Windows, Settings > Control)	The slides app of the chosen Control mode is closed.	Press the Start button, or choose another mode.
macOS: presentation error offers Open System Settings	Automation permission for PowerPoint or Keynote is off.	Allow it under Privacy & Security > Automation.
A new clicker does nothing	New clicker detected (macOS) or Allow this clicker? (Windows) is waiting.	Press Allow. Manage clickers in Settings > Control.
Only your clicks work, a presenter's do not	Their Clicks control is off, or you are on a Starter plan.	Turn Clicks on for them. See Presenters.

More: Presentation control.

Permissions

What you see	Cause	Fix
macOS: Screen Recording Is Off, "Allow Cliqer to record the screen in System Settings to share it."	Screen Recording permission is off.	Open System Settings, turn Cliqer on, then quit and reopen Cliqer. macOS applies it only to a new launch.
macOS Share window: "Screen Recording is needed to list windows."	Same.	Same.
Windows: no screen permission is needed. Camera and microphone follow Windows privacy settings, and Cliqer asks when you first use them.	A camera or microphone is switched off in Windows privacy settings.	In the setup step press Open Settings; in Settings > Audio use Microphone privacy settings.

More: Permissions.

What you see	Cause	Fix
Share Not Resumed, " could not resume ... Share it again to show it." (also Sharing Failed, "The share could not start.")	The shared window or display went away, or Program is no longer sent to the room, so the share could not come back after a reconnect.	Share again.
macOS: Screen Capture Failed with Retry. Sharing Failed	Capture stopped or could not start.	Retry.
Virtual Screen Not Created	Windows: "Windows did not add the virtual screen." macOS shows the reason.	On Windows accept the administrator prompt. Try again.

Plan limits

What you see	Cause	Fix
Not Included in Your Plan, "Your plan does not include . Upgrade on cliqer.io to use it."	Your plan does not include that feature or its limit is reached.	Upgrade, or see Plans and limits.
PRO Feature, "This feature is available on Cliqer PRO. Visit cliqer.io to upgrade."	The action needs PRO. On Starter plans the presenters' Clicks and Screen controls open this message, and so does putting a presenter on a new screen source past your plan's limit of simultaneous room screens (joining a source that is already live is free; Program and room-wide shares are never counted).	Upgrade.

On a Starter plan the Chat and Remove buttons in the Classic presenters list are also hidden.

Studio, NDI and devices

What you see	Cause	Fix
You change a scene that is on Program and nothing changes on air	Edit Live is off, so edits to a scene on air wait in Preview for the next take.	Turn on Edit Live to show changes on air at once, or take the scene.
Output On Main Display, " is on the display your system shows notifications on. Move it to another display so notifications stay on your screen."	A Display output covers the main display (macOS) or primary monitor (Windows).	Move the output to another display. See Outputs.
Bus Removed, "Outputs that used now carry Master."	You deleted a bus that the room, an NDI output, a router output or a guest's return was using.	Choose another bus for them, or undo the delete. See Audio Mixer.
Audio Device In Use, "Another input already uses this audio device."	Another input already uses that audio device.	Choose another device.
ISO Recording Stopped, "One of the MultiCorder files stopped."	One of the MultiCorder files stopped.	Read the message detail, then start the recording again.
Studio Action Failed, "The engine or the disk refused it."	The Studio refused an action.	Read the detail text.
macOS: Recording Failed, Stream to Failed, MultiCorder Failed, External Output Failed, or " Did Not Start" with Retry, Settings and OK. Windows: the same reason inline in the output's flyout	An output stopped on its own or was refused when you started it.	Read the reason, press Retry or fix it in the output's settings. A stream key is never kept for a retry, so type it again if you changed the destination. See Outputs.
Not Possible, "The Studio cannot do that."	The Studio cannot hold the change, for example a layer that would make a scene contain itself.	Read the detail text and change something else.
Not Available Yet, "That is not available in this build."	The thing named is not in this build.	Use another route; the detail names it.
Not Found, "Cliqer could not find ."	An input or output you used is gone.	Pick another one.
Output Is Locked, " is locked. Unlock it in the Outputs window to change its source."	You changed the source of an output that is locked.	Unlock it in the Outputs window, see Outputs.
Output Size Not Available, "Program could not run at that size. It stays at the size it runs at."	The encoder could not run the Program size you chose, so it stays at the size it runs at.	Choose another size in Settings.
Output Size Lowered, "Program was above this plan's output size, so it is now smaller."	Program was above your plan's output size, so it is now smaller.	Choose a size your plan allows, or upgrade.
Performance with a note such as "The Studio is close to what this computer can do."	CPU, graphics memory or render time is close to the limit.	Lower the Program size or frame rate in Settings, or close other apps.
Add Output: the Blackmagic item is off with "Install Blackmagic Desktop Video to use DeckLink outputs." (Windows: "Install Blackmagic Desktop Video to use Blackmagic devices."), "no device found" (Windows: "Blackmagic output (no device connected)") or "This build has no Blackmagic support."	The Blackmagic driver is missing, no card is connected, or this build has no card support.	Install Desktop Video, connect the card, or use another output.
A display row reads "Display not connected" (Windows: "Device missing. Choose a display in Set up.")	The screen the output was set to is not attached.	Reconnect it, or choose another display in the output's setup.
macOS: Caller Not Connected, "The call could not be set up."	A video call could not open.	Invite the person again.
Timer NDI Output Failed, "The timer could not start its NDI output."	The timer could not start its NDI output.	Turn Send the timer over NDI (Windows: Timer NDI) off and on again. On Windows on Arm there is no NDI at all: Settings says "NDI® has no Windows on Arm version. The x64 Cliqer has NDI and runs on this PC."
"No NDI sources found" in Add Input or Share	No NDI source is announced on your network.	Start the NDI source, join the same network. On macOS allow Local Network for Cliqer.
Setting Not Changed, "That value is not allowed."	A setting was out of range.	Enter an allowed value.
Setting Saved, Not Applied, "Cliqer kept the setting but could not apply it now."	The setting was kept but could not be applied now.	Try changing it again.
Settings Could Not Be Saved, "Cliqer could not write its settings file."	Cliqer could not write the setting.	Try again.
Output Dropping Frames, "An output is dropping video frames."	The computer cannot keep up with an output.	Lower the Program size or frame rate, or close other apps.
Stream Ended, "A stream destination disconnected."	The platform or the network dropped the stream.	Start the stream again.
Disk Almost Full, "The recording disk is running out of space."	The recording disk is nearly full.	Free space or record elsewhere.

Network failover and proxies

If cliqer.io does not answer, Cliqer uses cliqer.pro by itself. You need do nothing.
Cliqer follows your operating system's proxy settings: macOS CFNetwork (manual, PAC file or WPAD) and Windows WinHTTP (the Internet Options: WPAD, PAC file or manual proxy). Only HTTP CONNECT proxies are used.
The first time the app runs, it imports the data of the older desktop app (identity io.cliqer) if this app has none of its own.
There is no switch for any of this. The only trace is the Network area in Logs.

Still stuck

Open Logs (macOS: Help > Show Logs. Windows: Settings > Advanced > Logs > Open Logs) and send the log to support.
Chat with support from cliqer.io/support, or the Need help? link on the sign-in form.

Updates

How Cliqer v3 updates on macOS and Windows (checked daily, signed installers only), and how your licence decides which versions you can run.

Virtual Camera and Microphone

Install, check and remove the Cliqer virtual camera and microphone from Settings on macOS and Windows, so Zoom, Teams, OBS and browsers can pick them.