MixUp troubleshooting

No preview from the camera

Please check that you've selected the right camera in MixUp app- camera tab.

If you have Canon camera, then you can select it in DSLR tab. Webcams are selected in the other tab.

If you see an error in your camera screen when you check the preview, then please text us your camera model.

Recorded video is faster than normal. Recording time was more than should be.

Please note that not all webcams can record in 30 fps. If your camera can record in 5 FPS instead of 30, then recording will take x6 time (for example, 30 seconds instead of 5). If your camera can record in 30 FPS, then it may happen because of the camera lag. To check this, please disconnect and reconnect the USB cable inside the booth. If it doesn't help, then change USB port inside the booth.

If it's still lagging, then try connecting the camera straight to the surface. If that helps, the problem is with the wire inside the booth. Please email our tech support - we'll explain how to fix it.


Preview from camera is lagging.

It may happen because of the camera lag. To check this, please disconnect and reconnect the USB cable inside the booth. If it doesn't help, then change USB port inside the booth.

If it's still lagging, then try connecting the camera straight to the surface. If that helps, the problem is with the wire inside the booth. Please email our tech support - we'll explain how to fix it.

The flash doesn't work

Please note that flash works with DSLR cameras only. We use Godox E250. You must turn on manual mode in your camera (M). Also, flash function needs to be turned on in the camera.

Press the shooting button on the camera to check that the flash is firing.

  • If the flash fires from the camera but does not fire from our program, write to our technical support.

  • If the flash does not fire from the camera, check that the flash is on and that the batteries in the syncro are working. Change the setting on the flash to 4, for example (some flash units do not fire at the minimum setting). To check the flash itself, press the button with the lightning icon. If the flash does not fire, there is a power problem or the flash is broken. If the flash fires through the button but does not fire from the sync button, there is probably an issue with the sync.

Photos are not printing

Please check that printing is activated and the correct printer is selected. Press “print test” to test it.

If this is your first time connecting a printer, you will need to install drivers for it. These can be found on the driver manufacturer's Website.


Emails are not sending

Please check that your file size is less than 25 MB. In the other case, it won't be possible to send it.

Also, if you use gmail, then you need to turn two-factor authentication and to create a separate password for the MixUp software. Don't forget to check out guide about email sharing.

Sometimes gmail or yahoo may block your email for some time. In this case we recommend changing the email that's used for sending emails.


Local sharing doesn't work

There can be 2 options: if you use your own router, then most probably your password is texted not correctly or your router doesn't work properly.

If you use the first option of the app and local sharing QR doesn't appear, then you need to turn off the Wi-Fi in your surface and to turn it on again.