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CUE/IO support

Where to start

Read Troubleshooting before reporting an ordinary product issue.

Use GitHub Issues for

  • a reproducible product defect with no sensitive data;
  • a documentation error or unclear instruction;
  • a compatibility report that can be discussed publicly;
  • a feature suggestion.

Choose the matching issue form and complete every required field. GitHub is public: remove customer names, venue details, network credentials, activation information, and private show content.

Contact support privately for

  • licence activation, transfer, or recovery;
  • payments, invoices, refunds, or account access;
  • a problem involving private customer or venue data;
  • diagnostics that cannot be safely anonymized;
  • a suspected security vulnerability.

Security vulnerabilities must follow SECURITY.md, not a public issue.

Information that helps

Provide:

  • CUE/IO version;
  • Raspberry Pi model;
  • exact date, local time, and time zone of the problem;
  • active mode: IDLE, RECORD, TIMECODE, or PLAYER;
  • relevant audio-interface and network-equipment models;
  • expected and actual behavior;
  • the smallest reliable reproduction sequence;
  • exact on-screen error text;
  • a cropped screenshot when it contains no private information.

Never publish or email in plain text

  • passwords or fallback Wi-Fi credentials;
  • one-time activation codes;
  • private keys, maintenance credentials, or SSH access;
  • complete configuration files or unreviewed log archives;
  • proprietary customer show/audio files;
  • personal, billing, or customer-account information not requested through a secure support channel.

Support may ask for a narrowly scoped, anonymized diagnostic after reviewing the initial report.

Hardware and show responsibility

CUE/IO is supplied as software. Raspberry Pi hardware and accessories are not included. Compatibility depends on the exact Pi, microSD card, power, USB audio, GPIO electronics, cables, network, and end nodes. The installer remains responsible for real-hardware acceptance testing and venue safety procedures; see Reliability.