Troubleshooting, FAQ and glossary

Troubleshooting

A crew member says their link doesn't work (blank page)

What it means: Tourlog answers a revoked, unknown or expired link with a plain empty page. The same
happens for a show link to an Option or an archived show.
How to fix:

1. Open the person under Crew and check Personal link. If it says Create personal link, the
   link was revoked. Make a new one.
2. For a show link, check the show's status. It must be Confirmed or Completed, and not archived.
3. Send the fresh link.

I can't create a show link

What it means: show links only exist for Confirmed and Completed shows.
How to fix: open Edit show, set Status to Confirmed, save, then try again on the Share tab.

I can't tick a crew member on a show

What it means: the show form only lists people who already exist.
How to fix: create the person under Crew first, then add them to the show.

A crew member doesn't see their call time

How to fix: open the show's Overview and check that they are on the crew list and that their Call time is filled in.

The schedule is empty

How to fix: tap Insert template running order, or Add row. If the template is empty for this show
type, edit it under Settings › Templates.

Times look an hour off

What it means: every time is shown in the venue's timezone.
How to fix: open the venue and check its Timezone. Set it to the place the venue is in.

Call times show AM/PM

What it means: the time fields follow your browser's language settings. Tourlog itself always shows
24-hour times.
How to fix: set your browser or device to a 24-hour region, or ignore the field's format. The day
sheet your crew read is always 24-hour.

The Review page says Mail reader: no API key set or Mail reader: off

What it means: the reader hasn't been connected or switched on.
How to fix: see Setting up the mail reader. Until then,
advance by email as usual and enter details by hand.

A venue's reply never shows up in Review

How to fix:

1. Open Settings › Health and check Last mailbox check and Last mail received. If the check is
   old, open Settings › Advancing: make sure advancing is on, then tap Test connection under
   Mailbox to see why it can't connect.
2. Check the venue wrote to the advancing address.
3. Mail takes a few minutes to arrive.

A conversation was matched to the wrong show

How to fix: open the right show's Advancing tab (or the wrong one), find the conversation under
Conversations and tap Change show.

I accepted a proposal by mistake

How to fix: open the show's Advancing tab, find the change under History and tap Undo.

An import preview shows error rows

What it means: those rows have a problem (for example an unreadable date) and will be skipped.
How to fix: correct them in the CSV and upload the file again.

I archived something by mistake

How to fix: open the list, switch to Archive, and tap Restore.

Delete permanently is refused

What it means: something still depends on that record, such as a venue that still has shows.
How to fix: archive or move what depends on it first, or leave it in the archive.

Tourlog logged me out

What it means: sessions end after 30 days of inactivity, and you sign in again at least monthly.
How to fix: sign in again. Use Forgot your password? if needed.

FAQ

Can my whole team log in?
No. Tourlog has one admin account. Crew and venues use links instead. Crew accounts and roles are not
available.

Does Tourlog send emails to venues?
No, never. You email venues from your own mail app. Tourlog only reads the advancing mailbox, and
Copy questions gives you text to paste into your reply.

Can Tourlog create shows from emails?
No. You enter shows yourself (form, bulk grid or confirmed CSV import). Mail can only update shows that
already exist, and only when you accept it.

What does Not yet known mean?
You (or the venue) haven't said yet. It isn't an error. It is different from TBC, which means someone
said "to be confirmed".

Can crew change anything?
No. Their link is read-only. They can confirm they have seen their times, turn notifications on and
subscribe to a calendar.

Can I use Tourlog for more than one artist?
Each installation serves one artist. A second artist gets a second Tourlog.

Can I get my data out?
Yes. Export this selection as CSV on the show list exports the shows you have filtered. Guest lists and
day sheets export as PDF, and shows export as calendar files.

Is there an app?
No. Use the website on your phone. The crew day sheet is designed for a 375px screen.

Does it work offline?
No. You need a connection to load and update pages.

Glossary

Term	Meaning
Advance / advancing	Collecting a show's practical details from the venue
Alias	Another name a venue or show goes by, used to match mail and CSV rows
Archive	Where records go instead of being deleted
Backline	Instruments and amplifiers provided on site
Call time	When a person must be at the venue
Changeover	The break between two acts
Core crew	A flag that puts someone first in pickers. Not a permission.
Curfew	The time the music must stop
Day sheet	The one-page schedule for a show that crew read (also: the reader)
Doors	When the audience is let in
Essentials	The practical details Tourlog tracks for every show (see Advancing)
FOH	Front of house, the main sound mix position
Get-in	Getting equipment into the venue (load-in)
IEM / RF	In-ear monitors and wireless frequencies
Option	A pencilled-in show, not yet confirmed
Personal link	A crew member's no-login link to all their shows
Production notes	Free-text notes on a show in six sections: Technical, Hospitality, Parking, Merch, Content, Management
Proposal	A change Tourlog suggests from an email, waiting for you
Rider	The artist's list of technical and hospitality requirements
Show link	A no-login link to one show's day sheet
Showstart	The schedule row that sets the show's "Showtime"
Stager	A web service many venues use for advancing
TBC	A time the venue said is "to be confirmed"
TM	Tour manager
Venue-local time	Times are always shown in the venue's timezone