# Troubleshooting > Fixes for the usual setup problems, where the logs are, how to uninstall, and where to get help. Source: https://www.reasonremote.com/guide/troubleshooting/ Applies to: Reason Remote 1.4.0, Reason Remote Lite 1.3.0 Most problems come down to three things: Reason wasn't fully restarted, a MIDI port is missing, or the Master surface isn't locked. ## Start with the Status key Drag **Reason Remote Status** from the Reason Remote actions onto any empty key. It shows the last device the plugin heard about and which page it switched to, which tells you straight away which half of the setup isn't working. ## The deck never switches Status stays blank. No MIDI is reaching the plugin. Check loopMIDI is running and has `loopMIDI Port 2`, and that the **Stream Deck+ Remote** surface's **output** in Reason is `loopMIDI Port 2`. The identity message is channel 16, CC 119, on that port. What it means is in [How auto-follow works](https://www.reasonremote.com/guide/how-auto-follow-works/). ## Pages switch, but the dials do nothing Switching comes in on Port 2 and the dials go out on Port 1, so Port 1 isn't getting through. Check the surface's **input** is `loopMIDI Port 1` and Easy MIDI is off. ## Automate Pros isn't in the Add Manually list The codec isn't installed, or Reason wasn't fully quit. [Run the installer again](https://www.reasonremote.com/guide/updating/), then quit and restart Reason completely. Closing the song isn't enough. ## Both Community and Automate Pros appear An install from before version 1.1 is still there. Run the installer again (it removes the old `Community` folders), then restart Reason and add the surfaces again. ## Everything happens twice Easy MIDI is on for one of the ports. Turn it off for all four. ## The mixer follows your selection The Master surface isn't locked in this song, so it behaves like any other surface and stops being a mixer the moment you click an instrument. See [lock the Master surface](https://www.reasonremote.com/guide/getting-started/#4-lock-the-master-surface). If the Master surface isn't in the Surface Locking list, add it in Preferences first, and have a song open when you open the dialog. ## Dials move the wrong parameter The deck is showing a different device's pages. Click the device in Reason's rack again so the codec re-sends it. ## The Piano is silent Tick **Master Keyboard** for the Stream Deck+ Remote surface in Reason's preferences. If you set up before 24 August 2026, delete and re-add that surface so it can send notes. See [Updating](https://www.reasonremote.com/guide/updating/#when-the-codec-changed). ## A key shows a yellow warning triangle The plugin isn't running. That is not a bad key. Reinstall the plugin from the Marketplace and check for a `node.exe` process for `com.automate-pros.reason-remote`. Lite's plugin id is `com.automate-pros.reason.remote.lite`. ## It worked, then stopped after a restart loopMIDI didn't start. Turn on **Autostart** in loopMIDI's options. ## The Combinator doesn't follow, or the Patch dial does nothing The codec is older than the plugin. [Run the installer again](https://www.reasonremote.com/guide/updating/), then quit and restart Reason. Reason Remote 1.4.0 and Lite 1.3.0 need setup bundle v1.3.0. ## Combinator names are Rotary 1 and Button 7 That's all Reason tells the deck. Give the patch a [layout](https://www.reasonremote.com/guide/combinator-layouts/). ## The Combinator shows the wrong controls Reason reports which controls a patch uses when you select the Combinator, not when you change patch. Click another device and back. See [which controls are shown](https://www.reasonremote.com/guide/combinator-layouts/#which-controls-are-shown). ## Lite names a device and offers Get it That device is in the full version. Nothing is broken. See [Lite vs full](https://www.reasonremote.com/guide/lite-vs-full/). ## The deck flickers between pages Lite and the full version are both installed. They listen on the same port and both switch profiles. Uninstall one. See [upgrading](https://www.reasonremote.com/guide/lite-vs-full/#upgrading-to-the-full-version). ## Logs The plugin writes logs you can attach to a bug report: | Edition | Folder | |---|---| | Full | `%APPDATA%\Elgato\StreamDeck\Plugins\com.automate-pros.reason-remote.sdPlugin\logs\` | | Lite | `%APPDATA%\Elgato\StreamDeck\Plugins\com.automate-pros.reason.remote.lite.sdPlugin\logs\` | ## Updating and uninstalling A Marketplace update does not refresh the codec. Layouts survive either one. The steps, including removing the ports and surfaces, are in [Updating and uninstalling](https://www.reasonremote.com/guide/updating/). Only upgrading from Lite? Uninstall the Lite plugin and leave the codec alone. See [Lite vs full](https://www.reasonremote.com/guide/lite-vs-full/#upgrading-to-the-full-version). ## Getting help | | | |---|---| | Bugs, crashes, broken installs | [GitHub Issues](https://github.com/Automate-Pros/reason-remote-setup/issues) | | Questions, how-to, instrument requests | [GitHub Discussions](https://github.com/Automate-Pros/reason-remote-setup/discussions) | Include your edition and version (shown in the Stream Deck app), what the Status key says, and the latest log file. --- Not affiliated with, or endorsed by, Reason Studios AB or Elgato. Reason and all Reason device names are trademarks of their respective owners.