Troubleshooting
The things that actually go wrong, what they mean, and how to get a person if none of it helps.
Conduct can't reach my project folder
Almost always the folder was moved or renamed, or the drive it lives on isn't mounted. Your data is fine — Conduct just can't see the folder, and it says so rather than guessing.
- 1
Check the drive is connected and the folder opens in Finder.
- 2
Open the project's Workspace.
If Conduct worked out where the folder went, it offers to reconnect and names the exact path first.
- 3
Otherwise use Locate and point at it yourself.
Conduct tells you how many of the project's known cue folders it found there, so you can tell right from wrong before committing.
A cue won't play
- In Dropbox mode, "online only" means the master isn't on this Mac — make it available offline in Finder, then re-check.
- "Master missing" means the file moved or was deleted; re-link it, or run the link scan to find where it went.
- If the folder itself is unreachable, fix that first — everything else follows from it.
My bounce didn't show up
- 1
Check you exported inside the folder you connected.
Anywhere inside it works; outside it, Conduct isn't looking.
- 2
Check the watch chip in the Workspace header.
If it says the watch is unavailable, it names the reason.
- 3
Run a scan by hand.
This always works, watcher or not, and picks up anything that changed while it wasn't looking.
A tool download is taking forever
The AutoSpot model is a large download followed by a real unpacking step, and the unpack writes a lot of data to disk. The progress bar covers both stages, so the second half is not the bar being stuck.
You can cancel at any point and nothing is left behind. Settings → Tools also has a Show in Finder button if you want to see where the files land.
Still stuck
Email support@conductstudio.com. Say what you were doing, what you expected and what happened instead, and mention whether you were in the Mac app or the browser — that one detail resolves a surprising share of reports on its own.
Common questions
How do I contact a human?
Email support@conductstudio.com. Include what you were doing, what you expected, what happened, and whether you were in the Mac app or the browser.
Conduct says my workspace is unreachable but the folder is right there.
The folder was probably renamed or moved, or its drive isn't mounted. Open the project's Workspace and either take the reconnect offer — which names the exact path it found — or use Locate to point at it yourself.
Is my work lost if something fails to sync?
No. The desktop app keeps a local copy and queues anything that hasn't gone out. Failures stay visible in the sync queue rather than disappearing, so nothing is silently dropped.
The app looks different from this guide.
You may be on an older version, or in the browser rather than the Mac app — several surfaces described here are desktop only. Check for an update first, and tell us if something here is genuinely wrong.