Support
If the phones cannot hear the desktop, the cause is almost always one of six things. Run the checks below first — they take about a minute. If none of them explains it, write to us.
Contact us
mat-he@hotmail.com
To get a useful answer on the first reply, tell us:
- What happened and when it started — for example "the desktop shows the mix but no phone can find it".
- Your operating system on the desktop (Windows or macOS) and the phone models that are failing.
- Whether the desktop was online or inside its offline window at the time.
- The email address on your account, so we can look up your plan and your activated desktop.
Before you write
- Everything on the same local networkThe desktop and every phone must be on the same local network. Loomia Pro never sends your audio through the internet, so a phone on mobile data — or on a second, separate Wi-Fi network — will not see the desktop at all.
- The mix is open on the desktopPhones can only join a mix that is currently running. If the desktop is sitting on a settings or account screen, open the mix before asking the musicians to connect.
- The audio interface is running at 48 kHzLoomia Pro requires a 48 kHz sample rate. Set it in your interface's own control panel (or in the system sound settings) before opening the mix, not while the band is playing.
- The desktop is licensed and activatedThe desktop has to be signed in and activated against your subscription before it can publish audio. A desktop that was never activated will not start a mix.
- The offline window has not expiredA licensed desktop keeps working without internet access for up to 7 days. After that it needs to reach the internet once to renew its license. If the venue has no connection, bring the desktop online before you leave for the gig.
- Only one desktop is activeYour subscription licenses one active desktop at a time. If activation is refused on a new computer, the slot is still held by the old one — deactivate it under Devices to free the slot.