Support.
One address. Send the bundle.
Beta support is by email and goes to the people who wrote the code. A support bundle answers most questions in one pass. A show-night failure gets read first.
Put in the first line:
- The app and version. Cues: Helm Cues → About. DJ: Settings → Updates.
- macOS version and the Mac model.
- What you did, what you expected, what happened. Timecodes if you have them.
- Whether it was on a show. Say so and we read it first.
- The support bundle or diagnostic (next card).
Send the log and support bundle
Builds with Help → Save support bundle… (the next Cues release). The bundle holds the rolling log, the open show as JSON and your settings. No keys, no tokens, no media.
- Reproduce the problem if you can. The log is rolling; recent is better.
- Help → Save support bundle… Pick a folder. Cues writes one
.zip. - Attach the zip to the email. Under 25 MB sends; bigger, share a link.
Builds without that menu item (0.2.12 and earlier). They write no log file. Launch Cues from Terminal to capture one: /Applications/Helm\ Cues.app/Contents/MacOS/Helm\ Cues 2>&1 | tee ~/Desktop/cues.log, reproduce, then send cues.log and the show file from ~/Library/Application Support/ShowLink Cues/shows/.
Helm DJ. Settings → Devices → Copy diagnostic while the problem is happening. Paste the JSON into the email.
Help → Report an Issue… in Cues opens this page.
Known issues
What we know is broken or missing right now. Check here before you write.
Helm Cues 0.2.x (beta)
- Signing. macOS builds are ad-hoc signed while the Apple developer account migrates. First launch: right-click the app → Open. Gatekeeper warns once.
- Windows. Windows build not yet available. macOS only.
- Panic and TAKE have not run on a real desk. Panic's
Off Sequenceline and a standby taking over the desk bridge are tested in code and on one Mac only. Fire both at a bench console before you rely on them at a show. - grandMA3 import is untested against a real MA3 2.x export. The reader follows a DataVersion 1.4 export and the 2.5 manual. Check the preview against the desk before you push.
- Playback Output Device is not applied. Track and lane audio play on the macOS default output, whatever Settings → Audio Devices says. Set the output in System Settings → Sound. The LTC device is applied.
- ⌘W and ⌘0 close the project without asking, even while playing.
- MIDI Clock Song Position stops at bar 1024 (4/4), about 4096 ÷ BPM minutes in. Past it, a device that starts or relocates lands on the wrong bar.
- No Panic key on the Stream Deck yet. Cues answers the action; the plugin key is not released. Use ⇧Esc.
- Helm Monitor does not follow a TAKE. After a standby takes over, join the iPad to the new host again.
- Builds up to 0.2.12: LTC and MTC stop within 1 s of the transport stopping (no Hold), there is no log file or support bundle, a session peer is monitor-only with media from the cloud, and there is no Panic. The next build adds all four.
- Builds up to 0.2.12: the Monitor page answers Live's keys. Space is GO there too, with ← → and the point key. Keep hands off the keyboard on Monitor. Fixed in the next build.
- Builds up to 0.2.12: ⌘N, ⌘O and ⌘T off the Project page open a dialog you cannot see, and Live's Space stops working. Press Esc, open the Project page (⌘1), then use them. Fixed in the next build.
- Builds up to 0.2.12: ⌥S does not cycle Snap. Click the Snap readout. Fixed in the next build.
- Cloud lists page at 200. Cues 0.2.12 and earlier read the first page only: files, folders and comments past 200 in a project do not appear in those builds. Update when the next build ships.
- Live and Monitor share one saved column layout. Whichever page changes it last wins on the next launch.
- Drag from Finder onto a lane is not supported yet. Use the lane menu → Add media here…, or the Media Library.
- Pairing on builds up to 0.2.11. The 2026-10-18 cloud security update changed the pairing handshake. Those builds cannot pair again; update to 0.2.12 or later, then pair.
- Large uploads resume in 64 MB parts on the current cloud. Builds older than 0.2.9 time out at 5 minutes on multi-GB files.
- Help → Documentation in builds before 0.2.12 opens
helm.show/docs, which now forwards todocs.helm.show. - Monitor on a peer: picture only, no sound. By design in v1.
- Device cap. A licence activates on 3 devices. There is no self-serve way to free a slot yet; email support with the key's last four characters and the device to drop.
Helm DJ 0.4.x (public beta)
- One direction. Helm DJ reads the decks. It does not control them (no play, pause or load from Helm).
- Cues fire once per load. A track that loops back over a drop re-arms timeline cues; load/unload cues fire once per load.
- macOS only. Windows build not yet available.
- Helm Session: Allow is not enough. After Allow on Cues, set the DJ to operator, or Cues ignores its deck.
- Helm Session does not rejoin at launch. Press Rejoin in Settings → Network → Helm Session.
grandMA3 plugin (HelmTrackNav 0.15.x)
- Lua plugins are unsupported by MA Lighting and the OSC tree can change between MA3 releases. Test the plugin on a bench console after every MA3 update before a show.
- A desk build that refuses the Flash status drops the event and logs it. Never a stuck flash, but the Flash does not fire on that build.
Helm Cloud App (app.helm.show)
- Storage full shows no message in the browser. An upload past the pool quota stops silently; the storage bar on Projects and Account reads "Storage full — delete files or upgrade." Cues shows a toast.
- Comments cannot be resolved from the UI and there are no reactions. Replies work.
- A folder share link shows the whole folder, subfolders a member Deny would hide included.
- Share links with download off still stream media, and a browser can save it.
- Desktop devices unused for 90 days are signed out. Pair again from the app.
- Invites by email expire after 7 days. The invitee accepts by signing in with Google on that address; there is no accept page.
Helm Monitor (iOS)
- Not yet released. Built against a fixture; the first real join to a Cues host is the acceptance test. TestFlight follows that.
Docs
Every page has a “When it goes wrong” block. Start with the one that matches the symptom.
Status
No public status page yet. These three answer directly. If the cloud is down, a show still runs: shows and media are on disk, the licence works 7 days offline, passcode session joins work. What needs the cloud →
- Cloud app
- app.helm.show
Projects, files, licences, pairing. - Licence and updates
- helm.show/api/health
Returns JSON when the API is up. - Docs
- docs.helm.show
Static. Stays up when the rest does not.