Support
How can we help?
The full user guide is built into the app: tap Help at the top right of the playlist. It covers every control, a pre-show checklist and troubleshooting. The questions people ask most are answered below.
Contact us
Email support@simpleplaypro.com and put SimplePlay Pro for iPad in the subject. Tell us your iPad model, iPadOS version and the app version (shown at the bottom of Help), and what you were doing when the problem happened. If the problem involves a projector or TV, include the Diagnostics report.
Common questions
The projector or TV shows nothing, or only a mirror of the iPad
Tap the EXT / NO EXT badge above PROGRAM to open Diagnostics. Unplug and replug the cable, try another adapter or input on the display, then force-quit the app and reopen it with the display already connected, and tap Refresh. If it still doesn't work, tap Copy and paste the report into your email to us.
The projector or LED wall flickers, or crops the edges of the picture
In Diagnostics, under Output, choose a lower resolution for an LED processor or older projector. For a TV that crops the edges, put up the Alignment Grid test card and make Picture size smaller until the whole grid is visible.
GO is greyed out
Nothing is cued (tap a row), the cue is still loading (ARMING), or a transition is running.
A file won't play, or a cue shows ERROR
MP4 or MOV with H.264 or HEVC video and AAC audio is the safest choice. Convert the file to that and import it again.
There is no sound
Check PROGRAM's speaker button (red means muted), its volume slider, and the cue's own mute button in its row. PREVIEW is silent unless Listen is on.
Play, Next or Stop All are greyed out
Show Safe is on. Tap SAFE to unlock. GO and fade to black stay active while it is on.
The show keeps playing forever
A chain of cues set to advance to the next cue wraps round to the top. Set the last cue to fade to black or hold its last frame.
The screen locked during the show
The app keeps the iPad awake only while PROGRAM is playing. Before an event, open Settings › Display & Brightness › Auto-Lock and choose Never.
Before a show
- Import everything early and open each cue in PREVIEW to check it plays.
- Connect the projector and run the test cards: the alignment grid for focus and keystone, colour bars for picture, and the 1 kHz tone for sound level.
- Set an end-of-cue action on every cue, and make the last one fade to black or hold.
- Plug the iPad in, set Auto-Lock to Never, and turn on a Focus so calls and notifications don't interrupt.
- Turn on Show Safe once you are on air.
Requirements
An iPad with iPadOS 18 or later, and a USB-C-to-HDMI adapter or HDMI cable for a projector, TV or LED wall.