Push to Prompter Troubleshooting

What to do when Push to Prompter isn't working for you.

Alice DuBois avatar
Written by Alice DuBois
Updated over a week ago

If you can't get the Push to Prompter feature working, here are some possible points of failure.

1. You don't see the Push to Prompter option in the ... menu of the script.

  • Make sure you are using Chrome, Firefox, or Safari. Some people have reported that they don't see the Push to Prompter option in Internet Explorer, which is a browser we do not support.

  • Make sure you have permission to Push to Prompter. Not all show members are allowed to Push to Prompter. If you need to push to prompter, a show Admin can grant you permission and then you will be able to see the option.

2. You see the Push to Prompter option in the ... menu of the script but it's grayed out and you can't click it.

Push to Prompter is a restricted feature. Only show members who have been granted permission to push to prompter will be able to click the Push to Prompter button. For everyone else, the option will be grayed out.

If you need permission to push to prompter, speak to the show Owner or a show Admin. They will need to follow the instructions here to add you to the permission list. (If you don't know who your show's Owner or Admins are, go to Show Settings > Members and look for people with the role of Owner or Admin.

3. You are clicking "Push to Prompter" but the prompter files are not appearing on the prompter computer...

When you click Push to Prompter from a script, the Scripto Prompter Helper app needs to be open and ready. Talk to the prompter operator and make sure they have done the following:

  • The Scripto Prompter Helper app is open and they have logged in using the same login that they use to log into Scripto.live

  • The correct show is selected

  • They have selected a Prompter Directory where the prompter files will be written

  • There's a green dot in the right dot in the right corner, indicating the app is connected to the internet

In the screenshot below, the Scripto Prompter Helper app is ready to receive prompter files from a show called Variety Society and a Prompter Directory has been selected.

When you click Push to Prompter from a script, the Prompter Helper app will show a confirmation message when it receives the files. The confirmation message looks like this:

If the prompter operator is not seeing that confirmation message in the Prompter Helper app after you push to prompter, something about the connection between the Scripto editor and the Scripto Prompter Helper app is not correct.

4. The prompter files are appearing on the prompter computer but some parts of the script are missing.

Make sure the script has slugs. Currently, Scripto can only push content that comes after a slug. If you have text before the first slug in a script, it will not be sent to prompter.

In the screenshot below, Headlines is the first slug in the script. None of the text before that slug will be sent to prompter.

To fix this problem, either add another slug before the text, like this.

Or move the text down below the first slug, like this.

Make sure the correct block types have been assigned. When scripts are pushed to prompter, Scripto only sends certain types of text blocks. Character, Dialogue, and Parentheticals are sent to prompter. Act, Slug, Bracket and General are not sent to prompter.

If you have text that you want to be in prompter but it has been assigned the wrong block type, it may be getting filtered out.

In this example, there is a line of text that you want to be in prompter but because the block type was set to Bracket, it is being filtered out.

If you notice that one or more text blocks has the wrong type applied, update the block type and re-push the script.

Here, we've updated the block type to Dialogue and now when we re-push, that line will be sent to the prompter.

5. There are garbled characters in the script.

On some older prompter systems, including WinPlus XUltra, certain characters such as smart quotes and smart apostrophes, en- and em-dashes, or accented letters like é or ç may appear incorrectly in prompter.

If your prompter software cannot properly display those types of characters, you can try changing which character set the Prompter Helper app uses to write script files.

UTF-8 is our default character set. It's widely used and supports a large range of special characters including emoji.

Windows-1252 is an older character set that we also offer. It can only be used on Windows computers and supports a more limited set of characters. If you have an older teleprompter setup (including WinPlus XUltra), may need to use this character set.

This is the full set of characters that Windows-1252 supports.

! " # $ % & ' ( ) * + , - . / 0 1 2 3 4 5 6 7 8 9 : ; < = > ? @ A B C D E F G H I J K L M N O P Q R S T U V W X Y Z [ \ ] ^ _ ` a b c d e f g h i j k l m n o p q r s t u v w x y z { | } ~ € ‚ ƒ „ … † ‡ ˆ ‰ Š ‹ Œ Ž ‘ ’ " " • – — ˜ ™ š › œ ž Ÿ ¡ ¢ £ ¤ ¥ ¦ § ¨ © ª « ¬ � ® ¯ ° ± ² ³ ´ µ ¶ · ¸ ¹ º » ¼ ½ ¾ ¿ À Á Â Ã Ä Å Æ Ç È É Ê Ë Ì Í Î Ï Ð Ñ Ò Ó Ô Õ Ö × Ø Ù Ú Û Ü Ý Þ ß à á â ã ä å æ ç è é ê ë ì í î ï ð ñ ò ó ô õ ö ÷ ø ù ú û ü ý þ ÿ

If your teleprompter system can't handle the UTF-8 character set but your script includes special characters that aren't supported by the Windows-1252 character set (such as emoji), you will need to upgrade your teleprompter system.

6. You made changes to the script and pushed to prompter again but the changes did not appear

Check the Recent Updates section of the Prompter Helper app to make sure that the push was received by the app.

If you pushed individual slugs instead of the entire script, make sure the modified slugs were checked when you pushed.

The title of a run order (.dat) file is based off the title of the show script. If you update the title of the show script between pushes to prompter, the Prompter Helper app will create a new run order rather than updating the existing one. In that case, prompter operator will then need to close the existing run order and open the new one.

7. The prompter files are being created and updated on the prompter computer but you don't know how to open the show run order.

This is a problem with your teleprompting software not with Scripto, so it's a bit outside of our jurisdiction. But we do have quite a bit of experience configuring common teleprompting programs like WinPlus and QMaster to work with Scripto so we may be able to help!

First, check that your teleprompter software has the correct license. If you are using WinPlus IP or WinPlus X Ultra, you need to have the Newsroom license. You will not be able to open a run order (.dat file) in a shared directory if you have the Studio license.

Once you confirm that you do have the correct license, make sure that the ScriptoPrompter Helper app and the teleprompter software are both pointing to the same directory.

If you need help with configuring a shared directory in your prompter software, message us in Live Support or send an email to help@scripto.live and we will help you troubleshoot in real time.

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