HELM

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.

Email

admin@e-labs.co.uk

Put in the first line:

  1. The app and version. Cues: Helm Cues → About. DJ: Settings → Updates.
  2. macOS version and the Mac model.
  3. What you did, what you expected, what happened. Timecodes if you have them.
  4. Whether it was on a show. Say so and we read it first.
  5. The support bundle or diagnostic (next card).
Write to support

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.

  1. Reproduce the problem if you can. The log is rolling; recent is better.
  2. Help → Save support bundle… Pick a folder. Cues writes one .zip.
  3. 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 Sequence line 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 to docs.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.

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.