Getting Started
Licensing Problems
Metronome and Ensemble-Syncing Problems
Recording Problems
Saving Problems
Error Messages
 
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Troubleshooting

We're sorry things aren't going quite right!  

If you don't find your answer on this page, try posting your question to the forum

I'm trying to access CL for the first time, but I keep getting stuck in an 'authorization' loop.

You may get stuck in a loop where Cyborg Llama keeps asking for authorization if your browser is having trouble figuring out what Google Account you're logged into.  This is a Google Apps Script quirk over which Cyborg Llama has no control.  The following will solve the issue:

  1. Click THIS link; THEN

  2. Open a separate tab in your browser and log into the Google Account you use with CL; THEN 

  3. Re-attempt to access CL.

If you don't want to be logged out of all Google Accounts, if you are using Chrome, you could create a dedicated Chrome profile to sync with your CL Google Account only.

How to log out and log back in.

If you need to log out and log back in either for the purpose of changing accounts or else as a troubleshooting step, you can click the current user account listed on the bottom strip on the app (screenshot below).  Clicking this button will log out of all your google account, and will prompt you to log back in with the account you want.

If this log out/log in button does not work for you, you will need to clear your browser cookies.  How to do this is in the tutorial below:

I can't see projects that have been shared with me.

First check with your project host to verify with which Google Account address the folders have been shared.  Make sure that you are logged into the Google Account with which the project has been shared.  You can easily tell which Google Account you're logged into by checking the 'user' listed on the bottom strip of your CL homepage:

 

If you discover you're logged into an account that the projects have not been shared with, you will need to log out and log back in with the correct account.  For directions how to do this, see above ("How to log out and back in").

IN SOME CASES, even if you are logged into an account that the projects HAVE been shared with and you still cannot see them, your browser may be confused which Google Account you are using, especially if you have multiple Google Accounts on a single device.  If this is the case, you can follow directions to log out and back in.  You should only need to log out and back in once to solve this problem.  This will set CL to remember the correct address by default.

 

If you prefer to not log out and back in, you can instead set up a dedicated Chrome profile to use only with your Cyborg Llama Google Account address.

 
 
 
 

I have purchased a subscription to Cyborg Llama but it still says I'm using the "Free" version.

Please know that it may take up to 1 hour for licensing to be granted after your subscription purchase.  As stated in the "Important Purchasing Instructions" available on the purchase page, you must use the same Google Account address to connect to Cyborg Llama that you used to purchase the subscription. 

 

If it has been longer than 1 hour, you should log out and back in.  You should log out and log back in regardless of whether the 'user' displayed is the correct address.  You can log out and back in by clicking the 'user' button (screenshot below).

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Please do not contact us regarding licensing that appears to have not yet been granted.  As long as it has been an hour since you purchased your subscription, you have been given licensing.  We have reviewed innumerable requests for help regarding licensing and the results of these reviews has always, without exception, been user error.  Either a different Google Account was used to purchase the subscription than the one you intend to use with Cyborg Llama, OR you must log out and back in.

 
 

I have been given licensing to use the full version of CL as a secondary user, but my homepage still says I'm using the "Free" version.

Please know that it may take up to 1 hour for licensing to be granted once your project creator/primary user has made the request on your behalf. 

 

If it has been longer than 1 hour, follow the directions to log out and back in.  You should only need to follow those instructions to log out and back in once.  This will set CL to remember the correct address by default.  If you prefer to not log out and back in, you can instead set up a Chrome profile to sync with your Cyborg Llama Google Account. 

It is not possible for your address to have been given licensing but for licensing to not have been granted.  If you have logged out and back in to ensure that you are logged in correctly to the account you intend to use and licensing has still appears to have not been granted, please ask your project creator to send you a screenshot of the results of their 'Check License Checker' after searching for your google account.  Verify that the address has been spelled correctly. 

 

The only explanation that licensing appears to not be granted is when there has been a miscommunication over 1) the process of how primary users give licensing or 2) which Google Account address should be given licensing

Please do not contact us regarding licensing that appears to have not yet been granted.  As long as it has been an hour since the licensing request was made, you have been given licensing.  We have reviewed innumerable requests for help regarding licensing and the results of these reviews has always, without exception, been user error.

My Student Has Not Received Licensing I Have Given Them.

Please know that it may take up to 1 hour for licensing to be granted once you make a request for licensing for a specific user.  If it has been longer than 1 hour, there are two courses of action, one for you and one for your student:

 

For you:

  • Please go to 'Manage Subscription';

  • Enter your student's email address in the 'Check License Status';

  • Follow directions contained in the results.

For your student: 

  • Follow directions to log out, regardless of whether the 'user' listed on the bottom strip of the screen is the correct address;

  • Log back in with the address that has been given licensing.

It is not possible for your address to have been given licensing but for licensing to not have been granted.  If you have confirmed via the 'Check License Status' feature that the student's Google Account has been given licensing and the student has confirmed they have followed the log out/back in directions, please have them send a screenshot of

1) their CL homepage (to verify that the student is using the google account you have shared with);

2) them clicking the 'log out button';

3) them logging in with the correct address.

 

The only explanation that licensing appears to not be granted is when there has been a miscommunication over 1) which Google Account address is correct or 2) what it means to log out and in.  In some cases, we have found that there is a minor spelling error in the address.  Please remember to check the spelling.

Please do not contact us regarding licensing that appears to have not yet been granted.  As long as it has been an hour since the licensing request was made, your student has been given licensing.  We have reviewed innumerable requests for help regarding licensing and the results of these reviews has always, without exception, been user error.

If you cannot solve the issue, we are happy to issue a refund for a cancelled subscription.

My Student Can't See Projects That I Have Shared With Them.

Please double check the list of "Editors" on the project folder in your Google Drive, and verify that the student's Google Account address is listed as "Editor".  If their Google Account is listed as an "Editor" for the project in question, it is not possible for that the project is not accessible on CL.  The absolute only explanation is that the student is not logged into the same Google Account you shared with.

 

Here are directions to share with your student:

  • Follow directions to log out, regardless of whether the 'user' listed on the bottom strip of the screen is correct;

  • Log back in with the address that has been given licensing.

If there is still an issue, please have them send a screenshot to you of

1) their CL homepage (to verify that the student is using the Google Account you have shared with);

2) them clicking the 'log out button';

3) them logging in with the correct address.

 
 

I See the Project I Want to Work on, Click the Project Title, But There is No Way For Me to Get Into the Project to Work.

If there is no button besides "Assemble" on your "Select Group" page (see screenshot below), this is because your project creator has accidentally left you unassigned to a group.  You will need to get in touch with them to assign you to a group.  Once the group has been assigned, you will see a new button with your group name that you will click through to open the project to work.

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I am going about my business in Cyborg Llama and everything is fine, but then all of the sudden it tells me I don't have the correct licensing, or I can no longer see the projects that have been shared with me.

This is because your browser has become confused to which Google Account you are logged in, especially if multiple Google Accounts exist on the same device.  This is a Google Apps Script quirk over which Cyborg Llama has no control.

 

Please follow directions to 'log out' and back in.  You should only need to follow those instructions to log out and back in once.  This will set CL to remember the correct address by default. 

 

If you prefer to not log out and back in, you can instead set up a Chrome profile to sync with your Cyborg Llama Google Account. 

 

We are not aware of an analogous alternate solution for Firefox users.  If you are using Firefox, please plan to simply log out and back in if this problem arises.

 

What's the deal with "Incognito"/"Private Browsing" mode?  Can I use it with Cyborg Llama or not?

We recommend never using Incognito/Private Browsing Mode.

However, if you must use Incognito Mode, you must modify your browser's default incognito/security settings to enable third party local storage.

 

Why am I not with the metronome and/or the reference tracks when I listen back?

If you were certain you were playing 'with' the metronome/reference tracks while recording, but you don't sound 'together' when you play back your recording, it is because your computer hasn't been able to achieve the latency measurements that it calculated on the 'Setup' page.  There are many reasons why your computer may have been unsuccessful in achieving the latency in recording that it calculated at Setup. 

 

Below are some important things to keep in mind when triaging a syncing problem:

Please note that if your latency measurements on the calibration page fluctuate more than 50 milliseconds (0.050) between multiple calibrations, we strongly recommend you use a different microphone.  Cyborg Llama cannot correct for microphones with very unpredictable latencies.

If you regularly experience syncing issues, you should try to get a sense of what your average calculated latency is.  To do this, you should calculate multiple times while on the 'Setup' page, and get a sense of what the average final calculation is.  Once you know what the average is, you can choose to re-calculate if the first calculation is more than 50 (.050) milliseconds off from your normal average range.

For example, I always end up needing to calibrate my microphone twice.  The first time it calibrates, it always calculates a latency of 400-500 (0.400-0.500) milliseconds.  I know for my computer this is not accurate, because I have a sense of what a 'normal' latency calculation is for my device.  The second/third/fourth/etc time I calibrate, it always calculates between 220-240 (0.220-0.240) milliseconds.  It doesn't matter what your own latency measurement is, just as long as it is an accurate, consistent measurement.

Here are some other, more targeted troubleshooting suggestions:

  1. Always use WIRED headphones (wireless headphones will not reliably work);

  2. Close all other applications (especially other high-processing programs like Zoom, Google Meets, movie-editing software, etc) AND browser tabs (especially sites that play media like Facebook, Instagram, Youtube, Netflix, etc)  so that Cyborg Llama is the ONLY application open;

  3. Plug your device into a power source;

  4. If you are using a Windows machine, try installing ASIO4ALL, which is a sound driver that improves latency measurement reliability, especially when you are using your internal mic to record (vs an external mic); 

  5. Completely close and restart your browser;

  6. Use "Nudge".  Written tutorial available here.  Video tutorial available here.

  7. Please also consider submitting a problem report on the Cyborg Llama app homepage.

 

I’ve recorded but there is no sound/video, or there is some other problem with the sound/video.

If there is no sound/video on your recording, this is because EITHER:

a. your camera and/or mic were denied permission at either the browser or operating system level

b. there is a problem with the hardware or hardware set up;

c. your browser is set to to very high security settings, or has some other settings that prevent successful recording.

 

1) how to diagnose and solve a problem with camera/mic denied permission:

To learn how to check permission to your camera/mic at the browser level, depending on your browser and OS, you can google "how to give permission to camera and microphone in [Firefox/Chrome] on [Windows/Mac/Chromebook]".

To learn how to check permission to your camera/mic at the operating system level, depending on your machine, you can google "how to give permission to camera and microphone on [Windows 7/10/etc/Mac/Chromebook]"

2) how to diagnose and solve a problem with the hardware or hardware set up:

As long as your browser displays signs that your recording hardware is being used (Chrome: a red 'record' dot symbol appears on the CL tab of your browser; Firefox: the orange camera icon appears in the middle top of your browser window), Cyborg Llama is working as expected, and should successfully record your audio and video.  If CL is unsuccessful with its recording, there is a problem with the camera and/or microphone:

There are many websites where you can check how your camera (my favorite are here and here) and mic are working.  Make sure to run these tests in the same browser you using for Cyborg Llama, AND that you run the tests on the same camera and mic you are using for CL.  Cyborg Llama does not interact with video/audio processing.  You will need to troubleshoot hardware problems with the products’ manufacturer. 

3) how to diagnose and solve a problem with the browser settings:

Avoid using Private browsing mode in Firefox and Incognito Mode in Chrome.  If nothing else has worked to fix your video/audio problem, switch to using a different browser.  Please note that Chromebook users will not be able to switch to using Firefox.

 

 

We are aware of a particular problem with the Firefox browser mis-remembering your settings, and occasionally denying permission to your camera/microphone without your knowledge.  The below is a walk-through specific to resetting Firefox's memory of your browser camera/microphone permission settings:

 
 

There is "popping"/"clicking" in my recorded audio.

"Popping"/"clicking" may appear if your machine is not able to keep up with the recording speed.  What happens is your machine starts 'tripping' over a recorded audio stream that is moving too quickly for it to process; the clicks and pops are bits of old audio that show up throughout the recording.

 

Before anything else, try closing all other applications and plugging your device into a power source; these two things will reduce the processing burden on your machine and may give it the extra boost it needs to keep up with the recording speed.

If there are still clicks and pops in your recorded audio, you will need to increase your buffer size.  The buffer size is the amount of time your machine allows to process audio of your sound card or audio interface.  Especially if you are using an external mic or preamp, these devices will often times default to a very small buffer size.  This is not necessarily bad, but if the default buffer size is too small, your computer might not be able to keep up.

How to increase the buffer size will differ according to the equipment you're using.  We recommend googling "how to increase buffer size [make and model of your external mic/sound card/preamp]". 

 

How big should your buffer size be?  It will depend on your device setup, and you may need to guess and check what is the right buffer size for your setup specifically with Cyborg Llama.  For reference, 128 samples is a very small buffer size.  Increasing the buffer size to 256 samples may solve the problem, but if not, you could try 512, or go all the way up to 1,024.

 

There is a metronome sound on my recording even though all the recorded collaborators are wearing headphones.

This is because there has been headphone bleed.  It is a common audio problem unrelated to CL.  You can identify the source of the bleed by hitting the 'Solo' button for one part at a time and checking on which part(s) you hear the metronome sound.  

We don't really know anything about audio recording.  The simplest and cheapest ways that we know to reduce or eliminate headphone bleed are:

  1. DO NOT use any microphones included on your headphones or headset; try selecting a microphone for recording that you will be able to physically distance your headphones from; 

  2. turning down the metronome recording volume, and;

  3. standing further away from the microphone so that the microphone is less likely to pick up the sound bleeding from the headphones.

 

I have set up my external camera/microphone in "Set Up Hardware", but Cyborg Llama isn't using the equipment I've specified for my recordings.

We are aware of a particular problem in the Chrome browser that will sometimes require an extra step to set up your hardware.  Please review the screenshots below to learn how to work around this Chrome bug. The example below shows what to do if your specified camera is not being used to record as expected. 

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I’ve recorded and clicked "Click to Save" but the page is stuck on "Saving"

After clicking "Click to Save" one time, the page will progress to "Saving".  Please allow up to a full minute for "Saving" to complete.

If, after 1 full minute of the "Saving" screen, the "Saving" screen disappears BUT there is still indication from your browser that it is still thinking to complete the process (ie, the 'thinking circle' in the Chrome tab), you may press "Click to Save" again to reattempt the save.

 

I’ve done my recording, but the “Processing” bar never progresses to “Click to Save” - what do I do?

If the “Processing” bar never progresses to “Click to Save” this is likely because your Google Drive does not have enough space.  Check your Drive's available storage.  Besides creating a new Google Account for Cyborg Llama use, you can also clear any unsaved takes and cached files from your drive space.  To learn how to delete unsaved takes and cached files safely, please watch the tutorial below:

 

I’ve recorded and clicked "Click to Save", but the page is stuck on "Loading"

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Don't worry!  Once CL reaches the "Loading" screen, your take has saved.  It is safe to restart your browser.

I’m experiencing extremely long loading times.

CL works from your browser and because of this, as with any browser functioning, CL will experience a degradation of performance the longer it remains open.  You should plan to completely close and restart your browser regularly.  

CL will also run slowly if you have other high-processing applications running simultaneously.  You can improve loading times by closing other applications.  

If neither of these options improves the loading times, restart your computer.

If your loading times are EXTREMELY extremely long, go here for troubleshooting for an 'infinite' load time.

When I double-check the Individual Mode link I want to submit for my assignment it just takes me to an ‘all-reference-track’ page, and my recording isn’t there.  Why is that?

 

Make sure that you have clicked “Get Assignment Link” and are using that link to submit.  Copying the URL will not link to your assignment.

The metronome is irregular/the videos are abnormally laggy/the audio is abnormally glitchy/other unexpected and abnormal CL experiences.

First, plug in your machine to a power source, if it is not already plugged in. 

If the problem persists, make sure all other applications are closed, including other browser tabs (especially those that deal with media, such as YouTube, Facebook, etc). 

If the problem persists, try restarting your browser. 

If the problem persists, try restarting your computer. 

If the problem persists, reboot your computer (completely shut down and restart). 

If the problem persists, you can "Submit a Problem Report" on the Cyborg Llama app homepage.

Nothing Happens When I Click "Calibrate" on the Setup Page.

Please know that there is a significant SEVERAL second delay after you click 'Calculate' but before you hear beeping.  The delay is long enough that calibration may seem to not be working.  As long as your browser displays signs that your recording hardware is being used (Chrome: a red 'record' dot symbol appears on the CL tab of your browser; Firefox: the orange camera icon appears in the middle top of your browser window), Cyborg Llama is working as expected, and the beeping calibration is about to begin.

If your browser gives signs that recording hardware is active, but beeping never begins AND you see the "frowny-face" error:

frowny face.png

 

please follow the troubleshooting steps for the "frowny-face" error message here.

If your browser gives signs that recording hardware is active, but the beeping never begins (but you don't get the frowny-face above), your browser is likely having trouble interacting with your microphone. Check to see if your microphone works any differently on another site in the same browser (for example, here [make sure to open in the same browser you're using for CL!]).

  

Please also make sure that your browser is not denied permission to your camera/microphone.  There are two levels at which your browser could be denied permission, sometimes without your knowledge:​

  • Browser Level

    • for directions how to check permissions granted/denied at the browser level, you can google "give [Chrome/Firefox] access​ to camera and microphone"

  • Operating System Level​

    • for directions how to check permissions granted/denied at the OS level, you can google "permission to camera and microphone [Mac/Windows {insert your version of windows here}] OS"​

If you have confirmed your hardware has permission to your browser at both of the above levels and the beeping for calibration does not begin, please restart your computer.

Finally, please be advised that there are devices on which CL does not work, and will prevent you from calibrating your microphone.  A list of incompatible devices can be found on the FAQ page under "On what devices does Cyborg Llama work?"

 
 
 
 
 

"Sorry, unable to open the file at this time"

The error below can occur when your browser is having trouble figuring out what Google Account you're logged into.  This is a Google Apps Script quirk that Cyborg Llama has no control over.

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Please follow directions to 'log out' and back in.  You should only need to follow those instructions to log out and back in once.  This will set CL to remember the correct address by default. 

 

If you prefer to not log out and back in, you can instead set up a Chrome profile to sync with your Cyborg Llama Google Account. 

The first screenshot is directions for how to sync Chrome with your Cyborg Llama Google Account:

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We are not aware of an analogous alternative solution in Firefox.  Firefox users should plan to log out and back in if this problem arises: 

 
 

The "frowny-face" error

The "frowny-face" error can occur in the Chrome browser after the "Get Ready" screen, but before Cyborg Llama actually begins recording, OR while calibrating your microphone.  We recommend three possible solutions to this problem, listed below.

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1.  Disable all browser extensions.  Below is a tutorial from MDTechVideos on how to disable extensions in Chrome.

2. Reset Chrome.  Directions how to do this are in screenshots below:

Step 1:

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Step 2:

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Step 3:

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Step 4:

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Step 5:

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Step 6:

3. Disable 'Stream Trimming'.  This should only be done as a last resort.  Keeping 'stream trimming' enabled improves CL loading times and performance by recording videos at the export target resolution.  Disabling 'stream trimming' will record videos at full resolution which will length loading times.  However, disabling 'stream trimming' will eliminate the frowny-face error.  

'Stream Trimming' is located on the "Preferences" page of the CL app.

 

"There was an error uploading the take"

The error below can occur when your browser is having trouble figuring out what Google Account you're logged into, especially if multiple Google Accounts exist on the same device:  

there was an error

Please follow directions to 'log out' and back in.  You should only need to follow those instructions to log out and back in once.  This will set CL to remember the correct address by default. 

 

If you prefer to not log out and back in, you can instead set up a Chrome profile to sync with your Cyborg Llama Google Account. 

We are not aware of an analogous alternative solution in Firefox.  Firefox users should plan to log out and back in if this problem arises: 

 

"Your browser is having trouble running Cyborg Llama."

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This error occurs when Cyborg Llama has been attempting to load code for more than 10 seconds.  Normally this means that your browser needs to be restarted or updated, as the message suggestions. 

However, a poor internet connection can also delay Cyborg Llama's loading time for more than 10 seconds, which will also generate this error.  If this is the case, this error is only temporary: once some code is able to load, the error will disappear.

This error could also display if you are using a device that is incompatible with Cyborg Llama, or if you are in "Incognito Mode" (see "What's the deal with Incognito Mode?" for more info).  Incompatible devices are listed on the FAQ section of the website "On what devices does Cyborg Llama work?".

 

"The database wasn't pointing to a folder with the correct signature."

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This error can occur under the following circumstances:

  1. Your project creator hasn't shared the project with you.

    • SOLUTION: ask the project creator to send you a screenshot of their list of collaborators.  Verify that your address is spelled correctly, and that you are listed as an "Editor", not a "Viewer".

  2. You are logged into the wrong account

    • SOLUTION: log out and back in with the correct account

  3. Your browser is logged into multiple Google Accounts.

    • SOLUTION: log out and back in, even if the account listed is the correct account

 

"We're sorry, a server error occurred.  Please wait a bit and try again."

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This error is generated by the Google Apps Script platform, and not by Cyborg Llama.  At this time, we do not know why Google Apps Script may generate the error.  We are looking into it.

In the meantime, refreshing the page seems to solve the issue.  You may encounter the error a few different times.  Just push refresh each time.  It seems to take 2-3 refreshes to eliminate the issue per session.

 

Infinite loading time

If you are receiving a specific error message while stuck on "loading", please refer to the table of contents "Error Messages" and look up troubleshooting for that specific error message.

If Cyborg Llama is stuck on a loading page 'infinitely' (more than 5 minutes), this could be because:

 

  1. Your browser is confused to which Google Account you are connected, especially if you have multiple Google Accounts on a single device.  Please follow directions to 'log out' and back in.  If this doesn't solve the problem, if you are in Chrome, you can set up a Chrome profile to dedicate to your Cyborg Llama Google Account only.  If you are in Firefox, you can clear your cookies

  2. An extension/add-on is blocking your connection.  Please disable ALL extensions/add-ons.  If you are using a device that has certain extensions/add-ons administratively enabled and you cannot manually disable them (such as a school-issued Chromebook), please talk to your tech department about what can be done to allow Cyborg Llama to run.  Please let us know if you need any help cancelling your subscription.

  3. Your browser/firewall/router/hardware/other device component is preventing the browser from performing network requests.  Please check for security settings that may be blocking these connections.

  4. You may need to switch browsers.  IE if you're using Firefox, you should switch to using Chrome, and if using Chrome, switch to Firefox (Please note that it is only possible for Chromebook users to use Chrome).

  5. Your browser may need to be restarted.

  6. Your computer may need to be restarted.

If none of the above suggestions solve your issue, follow directions to "Submit a Problem Report" on the CL homepage.  Please refer to the above troubleshooting steps in your problem report and the outcome of each line of investigation.

 

"A download url was unable to be obtained"

a download url was unable to be obtained

This error normally occurs when your Google Account doesn't have enough storage.  If this is the case, you can quickly free up unnecessary Cyborg-Llama-related files by compressing all projects on the "Preferences" page (tutorial here).

If you clearly have enough storage in your Google Account, then try logging out and back in; if your browser has become confused to which Google Account you are connected, and is unhelpfully checking storage available for another account, other than the one you are trying to use.  You will only need to log out and back in one time to get CL to remember that account as the default.  

If neither of the above is the case, try disabling all Chrome extensions or Firefox add-ons.  It could be that one of these is blocking your connection.  

If none of the above suggestions work, try using a different browser.  If you are using Chrome, try Firefox.*  If you're using Firefox, try Chrome.

*Please note that Chromebook users will not be able to switch to Firefox.  CL only works on Chrome on Chromebooks.