Organised by what you are actually looking at, not by what caused it. If your problem is not here, it is worth telling us — most of this page exists because somebody hit it first.
First, look at what the phone says. It tells you which of these it is.
“Nobody is listening on that room code” — the match window has been closed or reloaded since that code was made. Go back to the computer, check the code showing there now, and scan it again.
“Still trying to reach…” — two things to check, in this order. Is the computer still online? If it dropped off wifi or a hotspot, nothing is listening. If it is definitely online, the video path between the two devices is being blocked — turn wifi off on the phone and use mobile data instead.
That second one is more common than it sounds. Office, hotel, school and some club networks deliberately stop devices on the same wifi talking directly to each other. Mobile data goes a different route and usually just works.
That is not a fault — it means no camera is connected yet, and green is deliberate. It is a chroma-key colour, so a recording made with nothing connected is a usable green-screen overlay you can key in any editor.
If you expected a picture, the camera has not connected or has dropped. Check the Connection Module on the control panel — it tells you whether it is waiting, re-establishing, or genuinely stopped.
Sound comes from whatever is providing the picture. A phone sends its own microphone; a webcam sends its built-in one; a capture card sends whatever is plugged into it. If nothing is connected as a camera, there is no sound to record.
If you are working from a clip you uploaded, the clip’s own sound is used, taken from the file untouched and added to your recording when you stop. Nothing is re-recorded, so it is exactly the audio the clip already had.
If a microphone is connected and you still hear nothing, check it is the one you meant — picking “Default” follows whatever the operating system decides later, which is not always what you chose.
You will not hear it while recording, and that is on purpose. Monitoring is off by default because a live microphone played through the same room's speakers produces a feedback howl. Turn it on in the control panel if you want it, ideally on headphones.
That is the health light, and it is telling you something specific rather than just “a problem”. Read the words beside it — they name which of three things is happening.
The camera is not keeping up. Fewer frames are arriving than the recording asked for. On a phone that is usually the link between it and the computer; on a camcorder, the cable or the card.
The computer is not keeping up. Nothing is wrong with your camera — this machine is busy. Close whatever else is running and leave the browser in front.
Sound has stopped arriving. Check the microphone is still connected. This is the one worth acting on straight away, because silence is not visible until you play the file back.
Amber is not a reason to stop. It is a reason to look, while the match is still in front of you and there is still something you can do. If it returns to green, it means what it says.
Your recording is not lost. The match window carries on recording and saving to disk, and your clocks keep real time. Only the scores hold where you left them.
Do not close the match window, and do not go back to the home page and start again — that begins a brand new session and leaves the old one running where you cannot reach it. Instead use the Reopen control panel button in the red banner. It brings the panel back on the same match, and Stop will finish the file properly.
They are ordinary browser windows, so they may be behind something else, or minimised. If the control panel is genuinely gone, the match window offers a button to bring it back.
If you end up with the same session open twice, you are told so and offered a choice. Take over in the tab you are looking at if the other one is stuck or lost — that is the one that keeps you in control of a running recording.
You get one window instead of two, with the picture and the controls together. Apple freezes any browser tab that is not in front, so a second window would stop the moment you looked away from it.
For the same reason, leaving Safari during a recording stops the recording. Tapping a notification, answering a call, or switching app will all do it. A notification simply appearing is harmless — it is only a problem if you tap it.
And the screen locking on its own does the same thing. This is the one that catches people, because it needs no notification and no mistake — just a frame that runs longer than the auto-lock timer. Set Settings → Display & Brightness → Auto-Lock to Never before a match and back afterwards.
Switching to Chrome on an iPad does not change any of this. Apple requires every browser on iOS and iPadOS to use the same engine underneath, so Chrome there behaves exactly like Safari.
On Chrome and Edge it is exactly where you put it — you named the file and chose the folder before recording started, and the video was written straight into it. There is no separate download step.
On Safari the browser does not offer that choice, so the file arrives the ordinary way at the end and lands wherever your downloads go.
Reopen the match window on the same session. An interrupted recording is offered straight back to you, up to the point it stopped — because the video is written to disk continuously rather than assembled at the end.
Nothing is ever deleted automatically. A recording that was interrupted stays available until you deal with it yourself.
Yes. Start a live session rather than a recording one — that is the first thing you are asked — and the control panel gives you a Copy broadcast link button. Paste that address into OBS or Streamlabs as a browser source and it behaves like any other web source, with the scoreboard over the picture and your scores updating as you press them.
You do not need either of them to record — recording is built in. They are for people already running a stream who want the overlay inside a bigger production.
Email support@ultimatecuesports.com and tell us four things. It sounds like a lot; it takes a minute and it is the difference between a fix today and a fix eventually.
1. What device and browser — “iPad, Safari” or “Windows laptop, Chrome”.
2. What you were doing — setting up, connecting a phone, halfway through recording.
3. What you actually saw — the exact words on screen if there were any. A photo of the screen is perfect.
4. Whether it happened once or every time.
Almost every entry on this page exists because somebody described a problem clearly enough to be found — several of them were fixed within the hour. One tester photographing a single word on his phone screen is what told us his home wifi was never the problem.
The changelog lists what has changed and when, so you can also check whether something you hit has since been dealt with.