Support
Error codes
What a code means, and what to do about it.
When Raster Run or Raster Label can't do something, it tells you in one sentence, gives you one thing to try, and ends with a short code in brackets, like (TS-SHEET-001).
Find your code below and try the fix. If that doesn't fix it, email support@rastertech.app with:
- The code, exactly as shown.
- What you were doing when it appeared, in a line.
- Your error log, if you can:
- Raster Run: Settings → Error log → Export. Or check Include my error log when you use Settings → Send Feedback.
- Raster Label: Settings → Error log → Export, and attach the file. Or Copy it and paste it into your email.
The log never includes your sign-in or keys. Nothing is sent unless you send it.
If your show can't run, put SHOW DOWN in the subject line.
Reading a code: TS is Raster Run and LS is Raster Label. The middle word says where the problem is: AUTH is Google sign-in, SHEET is your show sheet, AUDIT is checking devices, NET is network setup, NEWSHOW is creating a show, RENDER is laying out a label, PRINT is the printer, UPDATE is Check for Updates, and APP is the app itself. A code always means the same thing, and is never reused.
Raster Run
Sign-in (TS-AUTH)
| Code | What happened | Try this |
|---|---|---|
| TS-AUTH-001 | Google sign-in didn't work, for a reason Google didn't explain. | Check the internet connection and try again. If it keeps failing, send the error log. |
| TS-AUTH-002 | Your saved Google sign-in stopped working. | Sign in again. |
| TS-AUTH-003 | The Google sign-in or file-picker window wasn't finished in time. | Try again, and finish in the browser window that opens. |
| TS-AUTH-004 | Google's reply belonged to a different sign-in, often an older tab. | Close any other sign-in tabs, then try again. |
| TS-AUTH-005 | Google ended the sign-in before it finished, usually because Cancel was pressed. | Try again and choose Allow, using the account the sheet is shared with. |
| TS-AUTH-006 | Pick Your Sheet was used from a phone or another computer. | Pick the sheet on the computer running Raster Run. |
| TS-AUTH-007 | Pick Your Sheet was used on a computer set up with a service account. | Paste the sheet link in Settings → Switch Show instead. |
| TS-AUTH-008 | This copy of Raster Run is missing a file it needs to sign in. | Reinstall Raster Run. |
Your show sheet (TS-SHEET)
| Code | What happened | Try this |
|---|---|---|
| TS-SHEET-001 | Raster Run couldn't read your show sheet, and has no earlier copy to show. | Check the internet connection, and open the sheet in a browser to check it's still shared with you. Raster Run keeps retrying. |
| TS-SHEET-002 | A read failed, so the dashboard is showing the last good copy. | Usually nothing: it clears on the next good read. If it lasts many minutes, check the internet connection. |
| TS-SHEET-003 | The sheet is missing a tab Raster Run needs (START HERE or GEAR INDEX). | Check it wasn't renamed or deleted, or pick the show's own tech sheet. |
| TS-SHEET-004 | Raster Run couldn't even read the sheet's list of tabs. | Open the link in a browser as the same Google account, then share it again or pick it again. |
| TS-SHEET-005 | GEAR INDEX is missing a column Raster Run reads (Device ID or Equipment Type). | Check the headers in row 1 weren't renamed or deleted. Compare with a fresh template copy. |
| TS-SHEET-006 | The SHOW ID on START HERE is empty. Every address comes from it. | Type the show's number in START HERE, cell A16 (the yellow cell). |
| TS-SHEET-007 | A Subnet Size on IP INDEX isn't a size Raster Run understands. | Use /8, /16 or /24, or leave it blank for /24. |
| TS-SHEET-008 | Connecting to that sheet failed. | Open the link in a browser as the same account, check it's a Raster Run copy, then try again. |
| TS-SHEET-009 | The SUB PACKET tab doesn't have room to save the section order. | Add as many empty rows under SECTIONS as the message says, then build again. |
Checking devices (TS-AUDIT)
| Code | What happened | Try this |
|---|---|---|
| TS-AUDIT-001 | An audit stopped partway on an unexpected problem. | Run the audit again. If it happens again, send the error log. |
| TS-AUDIT-002 | This computer isn't on the show network. (Wi-Fi can't reach it.) | Connect it to the show switch with a cable, then press Audit Now. If it still can't see the show, use Settings → This Computer → Set up this computer's network. |
| TS-AUDIT-003 | The audit took too long, so it was stopped. | Check this computer is on the show network, then press Audit Now again. |
Network setup (TS-NET)
| Code | What happened | Try this |
|---|---|---|
| TS-NET-001 | This edition of Windows (Home) can't run network setup. | Use a computer with Windows Pro, Enterprise or Education, or a Mac. |
| TS-NET-002 | Hyper-V is off. Network setup uses it to add the VLAN adapters. | Click Turn on Hyper-V. It takes about a minute and one restart; you can look at the plan first. |
| TS-NET-003 | Hyper-V was just turned on and needs a restart. | Restart, then open network setup again. Your choices are kept. |
| TS-NET-004 | Hyper-V is on, but may not be running. | If Run fails, turn on virtualization (called Intel VT-x or AMD-V / SVM) in this computer's BIOS/UEFI settings, then restart. |
| TS-NET-006 | The administrator prompt was canceled, so nothing was changed. | Run again and click Yes on the prompt (on a Mac, enter the password). |
| TS-NET-007 | This step needs administrator rights, so nothing was changed. | Sign in with an administrator account, or ask whoever manages this computer (on a work laptop, often IT). |
| TS-NET-008 | Setup stopped before changing anything: its working folder doesn't look right. | Don't delete anything yet. Copy the error log (Settings → Error log → Copy) and email it to us. |
| TS-NET-009 | Setup couldn't read the network card's own settings, so it left the card alone. | Check the card is plugged in (and the adapter, if it's USB), reopen network setup, and try again. |
| TS-NET-010 | The network card you picked isn't there anymore. | Reconnect it, reopen network setup, and pick it again. |
| TS-NET-011 | (Mac) The card has no network service of its own yet. | Add one in System Settings → Network → ⋯ → Add Service, choose your Ethernet adapter, then run setup again. |
| TS-NET-014 | (Mac) A VLAN is named like setup's, but its tag is a different number, so setup won't touch or remove it. | Rename it or fix its tag in System Settings → Network → ⋯ → Manage Virtual Interfaces. |
| TS-NET-015 | Network setup hit a problem it doesn't have a message for yet. | Copy the error log (Settings → Error log → Copy) and email it to us. |
| TS-NET-016 | Setup couldn't read this computer's network settings. | Close and reopen network setup. If it happens again, send the error log. |
| TS-NET-017 | Too many VLANs for one step. Set up fewer at a time. | Check fewer VLANs, run setup, then run it again for the rest (choose Skip for the ones already made). |
| TS-NET-018 | Network setup hasn't changed anything on this computer, so there's nothing to remove. | Nothing to do. This only means there's nothing to undo. |
| TS-NET-019 | The Dashboard reachable on setting couldn't switch to that network, because its network settings couldn't be changed. | Try again, and click Yes (or enter your password) if asked. If it keeps failing, send the error log. |
Creating a show (TS-NEWSHOW)
| Code | What happened | Try this |
|---|---|---|
| TS-NEWSHOW-001 | This copy of Raster Run can't read its starter show template. | Reinstall Raster Run. Meanwhile, choose Join an existing show. |
| TS-NEWSHOW-002 | This copy's starter show template is damaged. | Reinstall Raster Run. Meanwhile, choose Join an existing show. |
| TS-NEWSHOW-003 | Creating the show failed, for a reason Google didn't explain. | Try again. If it keeps failing, send the error log. |
| TS-NEWSHOW-004 | Start a new show was used from a phone or another computer. | Start it on the computer running Raster Run. |
| TS-NEWSHOW-005 | The new sheet was made, but this computer couldn't connect to it. | Choose Join an existing show and pick the new sheet. |
| TS-NEWSHOW-006 | This copy of Raster Run is missing its starter show template. | Reinstall Raster Run. Meanwhile, choose Join an existing show. |
| TS-NEWSHOW-007 | This copy's starter show template is incomplete. | Reinstall Raster Run. Meanwhile, choose Join an existing show. |
| TS-NEWSHOW-008 | This copy has the wrong starter show template for its version. | Reinstall Raster Run from the latest release. |
| TS-NEWSHOW-009 | Google didn't confirm the new sheet was made. It may or may not exist. | Look in your Google Drive for it before trying again, so you don't end up with two. |
| TS-NEWSHOW-010 | The new sheet exists, but some of the details didn't stick. | Open the sheet, check the START HERE tab and fix it by hand, then connect it. |
| TS-NEWSHOW-011 | Raster Build couldn't reach Google while setting up the show. | Check this computer's internet connection, then try again. |
| TS-NEWSHOW-012 | Your Google Drive is full, so the new sheet couldn't be saved. | Free up space in Google Drive, then try again. |
| TS-NEWSHOW-013 | Google is limiting requests for now. | Wait a minute, then try again. |
| TS-NEWSHOW-014 | Google didn't let Raster Build create or open the show's files. | Sign in again and allow access to the files Raster Build creates. |
| TS-NEWSHOW-015 | Google had a problem of its own. | Try again in a minute. |
Updates (TS-UPDATE)
| Code | What happened | Try this |
|---|---|---|
| TS-UPDATE-001 | Check for Updates couldn't reach the download page. | Check the internet connection and try again later. Your current version keeps working. |
| TS-UPDATE-002 | The update download didn't finish. | Try again on a steadier connection, or download the installer from the release page. |
| TS-UPDATE-003 | The update couldn't be saved to your Downloads folder. | Free some disk space, or check the Downloads folder isn't read-only, then try again. |
| TS-UPDATE-004 | GitHub is limiting update checks from this network, which is common on shared venue internet. | Try again in about an hour. Your current version keeps working. |
| TS-UPDATE-005 | GitHub's answer about updates wasn't one Raster Run could use. | Try again later. If it keeps happening, send the error log. |
| TS-UPDATE-006 | The update didn't download cleanly, so Raster Run deleted it. Nothing was installed, and this version keeps working. | Try Check for Updates again. If it happens twice, download the installer from the release page instead. |
Licenses (TS-LICENSE)
*These only appear once paid plans start. During the beta, Raster Run is free and never asks for a license. Without a license, the core audit (Audit Now, results, live status, New Show) always keeps working; only the paused features below say so.*
| Code | What happened | Try this |
|---|---|---|
| TS-LICENSE-001 | This computer has no license, so a licensed feature (the Sub Packet, remote screens or network setup) is paused. | Activate a license in Settings → This Computer → License. |
| TS-LICENSE-002 | This computer's license has ended, so a licensed feature is paused. Nothing was lost. | Renew in Settings → This Computer → License. |
| TS-LICENSE-003 | This computer's plan doesn't include that feature. Everything else keeps working. | See which plans do at license.rastertech.app/account. |
| TS-LICENSE-004 | The version your license is for doesn't cover that feature. | Upgrade in Settings → This Computer → License. |
The app (TS-APP)
| Code | What happened | Try this |
|---|---|---|
| TS-APP-001 | The dashboard lost touch with Raster Run. | Check Raster Run is still running (tray or menu bar), then refresh. On a phone, check you're on the show network. |
| TS-APP-002 | The error log's folder wouldn't open. | Use Copy or Export in Settings → Error log instead. |
| TS-APP-003 | Raster Run couldn't start, because other programs are using its connection (its whole range of ports). | Quit the other program, or restart this computer, then start Raster Run again. On a Mac, AirPlay Receiver is the usual one (System Settings → General → AirDrop & Handoff). This is rare: Raster Run moves to the next free port by itself, including when AirPlay holds 5000. |
| TS-APP-004 | The Sub Packet couldn't be built. | Try again, and check there's free disk space. If it happens again, send the error log. |
| TS-APP-005 | The dashboard is locked, so the change was refused. | Unlock it with the PIN, then try again. |
| TS-APP-006 | This copy was started without an error log. | Run the installed Raster Run. |
| TS-APP-007 | The error log was opened from a phone or another computer. | Open it on the computer running Raster Run. |
| TS-APP-008 | This copy doesn't keep its error log in a folder. | Use Copy or Export instead. |
| TS-APP-009 | Something went wrong that Raster Run doesn't have a message for yet. | Try again. If it happens again, send the error log. |
| TS-APP-010 | Raster Run is already running on this computer, so a second copy didn't start. This includes a copy another person has open in their own session on the same computer. | Use the copy in the tray or menu bar. If it's someone else's session, use theirs, or have them quit it first. |
| TS-APP-011 | Raster Run didn't finish starting. | Start it again. If this keeps happening, check security software isn't blocking it. |
| TS-APP-012 | A Sub Packet build was started from a phone or another computer. | Build it on the computer running Raster Run, or open the last one from Settings. |
| TS-APP-013 | Remote screens were switched from a phone or another computer. | Switch them on the computer running Raster Run. |
| TS-APP-014 | Remote screens are off for this show. | Turn them on in Settings, on the computer running Raster Run. |
| TS-APP-015 | That device isn't set up for REMOTE in the show sheet. | Check its row in GEAR INDEX, then refresh. |
| TS-APP-016 | The port typed in the tray panel's Port field is one browsers refuse to open. | Pick a different port, like 5001. |
| TS-APP-017 | Raster Run couldn't change the Windows Firewall, so phones still can't connect. | Try again. If it keeps failing, send the error log from Settings → Error log. |
| TS-APP-018 | A phone, tablet or another computer tried a change only the computer running Raster Run can make: switching the show, signing out, replacing the sign-in, setting or changing the PIN, or pausing live monitoring. | Make the change on the computer running Raster Run. Viewing the dashboard works from any device. |
| TS-APP-019 | This dashboard is set so phones and tablets need its PIN even to view it. | Enter the PIN on the phone's PIN screen, or ask the person running Raster Run. It can be turned off on that computer in Settings → Dashboard Lock. |
| TS-APP-020 | Raster Run couldn't turn Run at Login on or off. | Try again. If it keeps failing, send the error log from Settings → Error log. |
Raster Label
Sign-in (LS-AUTH)
| Code | What happened | Try this |
|---|---|---|
| LS-AUTH-001 | Raster Label couldn't reach Google. | Check the connection, then press Pick Your Sheet. |
| LS-AUTH-002 | The file picker closed without a sheet being chosen. | Press Pick Your Sheet and choose the show's sheet. |
| LS-AUTH-003 | The Google window was left open too long (5 minutes). | Press Pick Your Sheet again and finish within 5 minutes. |
| LS-AUTH-004 | Google sign-in didn't finish, often because an older tab answered. | Close any older Google tabs, then press Pick Your Sheet again. |
| LS-AUTH-005 | Your saved Google sign-in stopped working. | Press Pick Your Sheet to sign in again. |
| LS-AUTH-006 | The sheet you picked was deleted or unshared before it could open. | Check it still exists and is shared with you, then press Pick Your Sheet. |
| LS-AUTH-007 | This copy of Raster Label is missing what it needs to sign in to Google. | Reinstall Raster Label. If it happens again, send the error log. |
Your show sheet (LS-SHEET)
| Code | What happened | Try this |
|---|---|---|
| LS-SHEET-001 | Raster Label couldn't reach Google Sheets. Rows already read stay on screen. | Check the connection, then press Refresh. |
| LS-SHEET-002 | Google Sheets didn't answer. | Press Refresh to try again. |
| LS-SHEET-003 | The sheet was made from an older template and doesn't have this tab. | Add the tab from the current template to use it. The other tabs still work. |
| LS-SHEET-004 | A tab is missing a column heading Raster Label needs. | Update that tab from the current template, then press Refresh. |
| LS-SHEET-005 | No show sheet is connected yet. | Press Pick Your Sheet. |
| LS-SHEET-006 | The sheet isn't set up as a show sheet yet (a missing tab, SHOW ID, column or subnet size). | Check START HERE and GEAR INDEX against the template, then press Refresh. |
| LS-SHEET-007 | A FLOW row names a device that isn't in GEAR INDEX, usually a typo or a renamed device. | Change it to the device's GEAR INDEX name. |
| LS-SHEET-008 | The sheet has no SHOW ID yet, as on a fresh copy of the template. | Fill in the yellow SHOW ID cell on START HERE, then press Pick Your Sheet (or Refresh) again. |
| LS-SHEET-009 | A FLOW row has no Cable #, and this show is set not to print cables without one. | Give it a Cable # on the FLOW tab, then press Refresh. |
| LS-SHEET-010 | A row's Qty isn't a whole number of cables (for example 0, 2.5 or a word). | Type a whole number, 1 or more, in Qty, then press Refresh. |
| LS-SHEET-011 | A tab has two columns with the same name, and a row has data under the first one. | Keep one of those columns, move the data into it, and delete or rename the other, then press Refresh. |
| LS-SHEET-012 | A row's Qty is more cables than one row can hold (999 unless the show sets otherwise). | Check that Qty for a typo, then press Refresh. |
Laying out labels (LS-RENDER)
| Code | What happened | Try this |
|---|---|---|
| LS-RENDER-001 | The text is too long for the widest tape, even at the smallest size. | Shorten it in the sheet. |
| LS-RENDER-002 | The text has a character the label font can't print, such as an emoji. | Replace it in the sheet. |
| LS-RENDER-003 | A length or size is outside what this label allows. | Check that length or size in the sheet or the preset. |
| LS-RENDER-004 | A saved preset doesn't match this label's current template. | Open it, adjust it and save it again, or delete it. |
| LS-RENDER-005 | The file you imported isn't a Raster Label preset. | Pick a preset file exported from Raster Label (.json). |
| LS-RENDER-006 | That preset was made for a different label. | Import it on the tab it was made for. |
| LS-RENDER-007 | The preset was deleted or renamed while the editor was open. | Close the preset editor and open it again. |
| LS-RENDER-008 | This Raster Label is older than its label templates. The sheet is fine. | Update Raster Label. |
| LS-RENDER-009 | Windows can't save a label's file, because Raster Label's folder on this computer has too long a path. | Send the error log from Settings → Error log so we can help you move it somewhere shorter. |
Printing (LS-PRINT)
| Code | What happened | Try this |
|---|---|---|
| LS-PRINT-001 | That printer hasn't been tested with Raster Label yet. | Use Save labels, then print the files from the folder. |
| LS-PRINT-002 | No printer is chosen for this tab. | Pick one in Settings → Printers → System printer. |
| LS-PRINT-003 | Raster Label doesn't have that printer's tape sizes yet. | Choose another printer in Settings for now. |
| LS-PRINT-004 | Raster Label couldn't find a printer by that name. | Check the name in Settings → Printers → System printer matches the printer's name on this computer. |
| LS-PRINT-005 | The printer didn't accept the job. | Check the printer is on and has the right tape loaded, then print again. |
| LS-PRINT-006 | Printing from the app isn't available on this computer. | Use Save labels, then print the files from the folder. |
| LS-PRINT-007 | The printer chosen for this tab no longer exists in Raster Label. | Pick a printer again in Settings. |
Updates (LS-UPDATE)
| Code | What happened | Try this |
|---|---|---|
| LS-UPDATE-001 | Raster Label couldn't reach the download page to check for updates. | Check the connection and try again. |
| LS-UPDATE-002 | The download page didn't give a usable answer. | Try again in a few minutes. |
The app (LS-APP)
| Code | What happened | Try this |
|---|---|---|
| LS-APP-001 | Something went wrong that Raster Label doesn't have a message for yet. | Try again. If it happens again, send the error log. |
| LS-APP-002 | Raster Label got a request it couldn't follow. This is never something you did. | Restart Raster Label. If it happens again, send the error log. |
| LS-APP-003 | The logo file was moved or deleted before Raster Label could copy it. | Choose the logo again in Settings. |
| LS-APP-004 | A file couldn't be saved, often because it's open in another app. | Close it in the other app, then try again. |
| LS-APP-005 | A folder Raster Label tried to open (the error log's, or an export's) wouldn't open. | Use Copy or Export in Settings → Error log instead. |
| LS-APP-006 | Raster Label was opened again on Windows while it was already running, hidden in the tray. | Click its icon in the notification area to open it. |
| LS-APP-007 | Raster Label was opened again on a Mac while it was already running. | Click its icon in the menu bar to open it. |
Don't see your code? You may have a newer version than this page. Email support@rastertech.app with the code anyway, and we'll add it here.