Q: I bought the OnSong Prompter and it arrived at my location. How do I make it work with OnSong?
A: We created a video tutorial on how to connect the OnSong Prompter to OnSong here: https://youtu.be/Sb8hHWGoDN4
Q: Does the OnSong Prompter only work with my iPad?
A: The OnSong Prompter will work with any Apple device that you use to operate OnSong, including your iPad, iPhone, or even your MacBook or Mac computer!
Q. Does the OnSong Prompter include an OnSong Premium membership with purchase?
A. Yes, every OnSong Prompter purchase includes a gift card redeemable for a 12-month OnSong Premium subscription ($59.99 value)
A. Yes, every OnSong Prompter purchase includes a gift card redeemable for a 12-month OnSong Premium subscription ($59.99 value)
Q. What if I already have an OnSong Premium membership and I purchase an OnSong Prompter?
A. Upon receiving your OnSong Prompter, you will have three choices:
A. Upon receiving your OnSong Prompter, you will have three choices:
- If you’re a brand new user to OnSong or OnSong Premium, then you can use your gift card to enroll as a new OnSong Premium subscriber.
- If you’re an existing OnSong Premium member, then you can still redeem the gift card and it will add another 12-months to your existing subscription
- If you’re an existing OnSong Premium member but are feeling generous, you can choose to give (gift) the OnSong Premium gift card to someone else you know.
Q: Why isn’t my device charging when plugged into the OnSong Prompter?
A: This is likely due to the charging port on your OnSong Prompter not being turned on. Ensure you press the On/Off switch and that your charging port is emitting a blue light to signify that it is providing power. You will also want to ensure that the included USB-C cable is plugged in from your charging port into the HDMI adapter of your OnSong Prompter. If you’ve done both of these steps and are still experiencing issues, please contact BLACK BOX Prompter via https://blackboxprompter.com/support/.
Q: Does the OnSong Prompter work for Lightning-powered devices?
A: The OnSong Prompter is optimized to work with USB-C devices. However, if you’re still using an older, Lightning-powered device, you can purchase a Lightning Conversion kit here: https://blackboxprompter.com/product/lightning-conversion-kit/
Q: Why is my OnSong Prompter displaying lyrics or a mostly blank screen instead of my chord charts?
A: By default, OnSong displays itself in Lyrics Projection mode when plugged into an external device. You can change this setting by enabling Stage Monitor Mode via tapping the Utilities gear icon in the upper right corner of OnSong’s overhead menubar > Settings > Live Settings > External Video > Stage Monitor > Done.
Q: Why is my OnSong Prompter making my chord charts display in improper landscape orientation, sideways, or upside down?
A: This is the default setting in OnSong, but you can adjust your OnSong settings to optimally display chord charts for the OnSong Prompter via tapping the Utilities gear icon in the upper right corner of OnSong’s overhead menubar > Settings > Live Settings > External Video > Configure Stage Monitor > Screen Orientation > 90° > Done.
Q: Why is there an odd background for my chart on the OnSong Prompter?
A: This is due to the nature of Stage Monitor Mode, which by default displays a music stand graphic behind your chord charts. You can disable this and make your chart full screen via tapping the Utilities gear icon in the upper right corner of OnSong’s overhead menubar > Settings > Live Settings > External Video > Configure Stage Monitor Mode > Display As > Full Screen > Done.
Q: Why is my chart not taking up the whole screen of the OnSong Prompter?
A: First, make sure you have Full Screen enabled via tapping the Utilities gear icon in the upper right corner of OnSong’s overhead menubar > Settings > Live Settings > External Video > Configure Stage Monitor Mode > Display As > Full Screen > Done. If your chart is still not displaying as full screen, it is likely not long enough of a chart to take up the entire screen. You can either add more blank space to the chart in OnSong's Song Editor, or you can zoom into the chart using two fingers to expand your iPad view that will then be mirrored to your OnSong Prompter. Alternatively, you can open the Style Preferences Menu > Format tab and adjust the lyrics and chords of your chart to be larger and thereby take up more space.
Q: I switched my USB-C cable in the charging port to a USB-A cable/slot and am plugging that into the HDMI adapter. Why isn’t my OnSong Prompter charging my device now?
A: This is due to a limitation with how the charging port can provide power to the HDMI adapter and to your connected device. Ensure you only use a USB-C to USB-C cable (such as the one that was included) from the OnSong Prompter’s charging port to the HDMI adapter. The other two slots in the charging port, which are another USB-C port and a USB-A port, are for direct-to-device charging only for additional devices you may want to charge.
Q: Why is my OnSong Prompter screen brightness getting dimmer?
A: You may be charging too many devices from the power bank, which diverts more power from the OnSong Prompter’s screen brightness to charge those devices. Try unplugging your additional devices from the OnSong Prompter. If you are still experiencing issues, please contact BLACK BOX Prompter via https://blackboxprompter.com/support/.
Q: How can I instantly import a song not originally in my library (such as an impromptu song request) and display it on the OnSong Prompter?
A: You can use the Add to OnSong feature to import a chord chart from the internet into OnSong fairly seamlessly, which will then be mirrored to the OnSong Prompter! Learn more here: https://onsongapp.com/videos/addto
Q: I think I have a hardware issue with the OnSong Prompter. Who do I reach out to for support?
A: We’d recommend reaching out to BLACK BOX Prompter with any hardware-related issues via https://blackboxprompter.com/support/.
Q: I think I have a software issue with OnSong. Who do I reach out to for support?
A: We’d recommend reaching out to OnSong with any software-related issues. You can contact OnSong by opening your OnSong app > Utilities gear icon in upper right corner of the menubar > Support > Contact Us > fill out the form and tap Send.