Install and first launch
Open the DMG, drag Airchain to Applications, eject the DMG, and launch normally while off air or routed to a monitor path. Use Control-click → Open only if macOS blocks the launch, and grant only the required folder access.
AirchainAirchain support
Start with what you see.
Use the path below that best matches the problem. Most issues can be narrowed quickly by preserving the current state, checking the authoritative Studio view, and using Airchain’s built-in readiness and diagnostic tools.
Common support paths
Setup, operation,
and recovery.
Audio hardware and routing
Stop playout before changing devices. Verify the exact interface, sample rate, clock source, physical channels, active profile, and independent Preview route.
Schedules and Missing Audio
Review the imported schedule, restore inaccessible sources, resolve ambiguous library matches, and use Show Missing Audio for exact occurrence, path, and source-line details.
Clocks, timing, and syncs
Save the station’s canonical IANA Home timezone, review the stack after a clock change, and verify Cue In, Downbeat, Intro, EOM, EOF, and Time Sync intent.
Remote users and permissions
Use matching builds on a trusted LAN or private VPN. Confirm Live Authority, station scope, user role, keys, and authoritative Studio state before retrying a mutation.
Updates, backups, and diagnostics
Stop playout, verify the fallback, complete System Readiness & Updates, keep the generated backup, and collect diagnostics before relaunching when practical.
Contact Airchain support
Send a useful first report.
Email airchain@caldercreativemedia.com with the exact local time, operator action, expected result, whether the issue was audible or visible, and the output from Help → Copy Support Information.
Email Airchain support →Fast checks
Follow the state Airchain reports.
Missing or unavailable audio +
Open Playlist → Show Missing Audio… and preserve the scheduled time, Media ID or path, source filename and line, and reason. Restore the source or resolve the library match before airtime. Only a completed Studio validation can establish zero affected occurrences.
Home timezone or clock review +
Keep playout stopped. In Airchain → Settings… → Stations, choose the station’s canonical IANA Home timezone—never a short abbreviation or fixed offset. Reload the exported schedule or complete the stack review if Airchain asks.
Next is Preparing or Segue is held +
Do not repeat the command. Confirm the next playable event is ready, its source is available, and a Time Sync, one-shot, or long run of Missing Audio is not intentionally holding the transition.
Remote result is orange or still waiting +
An orange result means the outcome is unknown. Verify authoritative Studio Running Log, Audio Library, History, or audit state before retrying. Keep the console open during a long operation and collect diagnostics from both Macs if it times out.
Update or installation issue +
Stop playout and confirm the fallback first. Check for Updates verifies the signed envelope, refuses to download while playout is active, verifies the DMG, moves it to Downloads, and reveals it in Finder. Airchain never installs or replaces an on-air application unattended. If evaluating Remote, install the same Build 89 package on Studio and Remote.
Daily Playback Log export warning +
Keep each matching .tsv and .tsv.manifest.json pair together. A valid-looking TSV is not committed evidence if the manifest is missing, stale, or mismatched. Preserve both files separately from normal diagnostics and retain the incident time if the warning remains. Coverage is partial and does not prove continuous application or output uptime.
Urgent · audible or on-air issue
Protect air first.
- 01Move to the tested fallback. Do not leave Airchain as the sole on-air source during a suspected playout defect.
- 02Stop or isolate Airchain when safe. Note the exact local time and whether the issue was audible, visible, or both.
- 03Preserve the state. Avoid structural edits or repeated commands until the authoritative Studio stack has been checked.
- 04Email the report. Use the subject URGENT — Airchain Beta and send it to airchain@caldercreativemedia.com. Include a callback number, station timezone, exact local incident time, copied support information, and then reviewed diagnostics through the agreed channel. Do not keep reproducing an on-air safety problem merely to gather more evidence.
Include
Six things to capture
- Exact local date and time
- Operator action and expected result
- Whether it was audible, visible, or both
- Station, mode, Current, Next, and audio route
- Copied support information and reviewed diagnostics
- Affected exported schedule and nearby network or device change