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Troubleshoot Switcher

Sometimes the network restrictions, older operating system or slow internet connection can affect Switcher’s performance.

Pick one of the following options that describes your issue best:


General requirements
To make sure Switcher runs smoothly, check if you have the minimum version of your operating system installed: 

                 MS Windows

MacOS                

  • Windows 7 or higher
  • .NET Framework 4.5.2
  • macOS 10.10 or higher 

 

I can't download Switcher

If you’re having issues downloading and installing Switcher, you might need to check the following: 

  • Whether your computer settings prevent you from downloading/installing programs
  • Whether there are any connection or network restrictions 
  • Whether there are any firewall restrictions
💡You might need to contact your IT department to find out


Switcher doesn't load

If you see the pulsing green dot after you’ve logged in or you can’t get in at all, try checking your Internet connection. When the connection is weak or unstable, it sometimes might cause Switcher to disconnect. 

In case you are connected to the Internet using a firewall or via a proxy server, make sure that the following addresses are whitelisted (you might need to contact your IT department for this).
 

Firewall exceptions for both Windows and Mac computers:

  • *.sli.do
  • data.logentries.com

If Switcher doesn’t load even when your Internet connection is stable and the mentioned addresses are whitelisted, please follow these steps.
 

I’m using a Windows computer (Diagnostic window):

  1. Open Switcher
  2. Click on Switcher icon in the taskbar 
  3. Click on Diagnostics
  4. The Diagnostic window opens
  5. Click on “Save to file” 
  6. Send the file to support@slido.com (please mention if any status on the left side is “OFF”)



I'm using a Mac computer (Checkme):

  1. Open Switcher 
  2. Right-click anywhere and choose Inspect element
  3. Open the “Console” tab
  4. At the bottom, manually type: location="https://checkme.sli.do" and press Enter
  5. Copy the link from Checkme and send it to support@slido.com

Switcher is offline

Switcher for Windows

If you’re using Windows, Switcher might show the following error message: Sorry, it seems you are offline. 


These steps can help to resolve this issue:

  1. You need to allow incoming and outcoming connection for these firewall exceptions
  2. Sometimes, you might need to add these exceptions also to the proxy configuration (Switcher uses the same proxy settings, as the PC). If you do not have the rights to do such a change, ask your network administrator or IT department.
  3. If the offline status persists, try out a workaround by clicking the “Try again” button while holding the “Ctrl” key. This should take you straight to the Switcher application.
⭐ If the above steps didn't resolve the issue, please collect your logs (Diagnostic window) and send them to us


Switcher for Mac

If you are having trouble with offline status on Mac computer, it can result in showing the following system message: 

These steps can help to resolve this issue:

  1. You need to allow incoming and outcoming connection for these firewall exceptions
  2. Sometimes, you might need to add these exceptions also to the proxy configuration (Switcher uses the same proxy settings, as the PC). If you do not have the rights to do such a change, ask your network administrator or IT department.
⭐ If the above steps didn't resolve the issue, please run Checkme and send the results to us


I can't see “Switch button” or “Switch to presentation” option on the secondary device

If you can't see “Switch button” or “Switch to presentation” option in your admin, please check the following:

  1. Check in the Switcher application whether Switcher remote control is ON
  2. Check that you didn't quit Switcher, but only minimized it.
  3. Check if you are logged in under the same account and event both on your secondary device and in Switcher.
  4. When using multiple rooms, check if you manage the same room in Switcher on the secondary device as you do in the event admin (Switcher controls only the room which it has selected).
  5. Try to refresh the admin on the secondary device. 

If any from these steps listed above don't help, please start a chat or send us an email.


Switcher isn't switching between Slido and the presentation

When you can see the “Switch button” on the secondary device but Switcher is not switching between Slido and the presentation, try to use keyboard shortcuts Ctrl + Alt + D for Windows or Ctrl + Option/Alt + D for Mac to display Slido. This is a quick workaround when Switcher and Slido admin don't communicate with each other. 

If you have multiple screens connected to your Mac computer, make sure you have selected a screen on which you want to show Slido. 

 

If you are experiencing the issues mentioned above, please contact us at support@slido.com. In case you are using a Windows computer, please attach the logs from the diagnostic window. It could speed up the process to get you back on track.


Compatibility with other software and devices

It is also possible to use Switcher with some other applications.

Working: AirPlay, Zoom
Not working: ClickShare

Curious to learn more?