SPOTLIGHTMAESTRO

Manual·Chapter 12 of 14

Support and the licence

Requesting support

Email followspot@spotlightmaestro.com. Include:

  • The licence reference: the SM number shown on the licence card in Settings, Show Details, and in Settings, Connections, Support Access.
  • A description of the problem, and the approximate time it occurred.
  • A backup file, if the problem involves the show's data or the console connection. A backup contains the plot and the application's recent log, which together answer most diagnostic questions without further requests.

The licence

  • The licence is a single .sm file issued for your production. Keep one copy with the show's files and another with your backups.
  • It defines the show title, venue, followspot count and the administrator account, and it does not expire.
  • The licence covers the production on every computer that production uses. Connected devices require no licence of their own.
  • A lost licence file can be re-issued to the purchasing email address. Write with the production's name and, if available, the licence reference.
  • The followspot count is a fixed component of the licence. Confirm the correct count at purchase; contact support to discuss changes.

Support access

Some problems can only be resolved by examining the show itself. Spotlight Maestro contains no concealed manufacturer account. Support access works through a signed, single-use pass:

  • A pass is issued for one production only, expires within hours, and is invalidated the moment it is used. No universal pass exists.
  • A support session signs in as spotlight-support. Every action taken is recorded in the production's change log with that name, the time, and the reason the pass was issued.
  • Settings, Connections, Support Access describes the mechanism inside the application and displays the reference to quote when requesting support.
  • A support pass has exactly one capability beyond a standard administrator session: it can reset the licensed administrator's password. This is the recovery procedure for lost administrator credentials.

Updates

Application updates are distributed as a single download, identical for every customer. The licence file remains valid across updates; no re-purchase or re-activation is required. Replace the application with the new version; show data and settings are unaffected, because they are stored outside the application.

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