Light-O-Rama Support FAQs

If you're just starting out, take a look at the page titled "I'm New, What Do I Do?", which you can get to from the Home Page or the top menu bar of our website.

If you've already done some research and think you know what type of lights you'd like to use (like pixels or no pixels), you can skip ahead to the Which Starter Package Should I Buy? section of our website.

This 5 minute overview video gives a high level explanation of what types of lights to use with which controller, and how to connect a basic Light-O-Rama system.

You can find more free tutorials by clicking here.

If you have general questions or need ideas for designing your layout or installing lights on your home, our official forums and official Facebook group are great free resources to get connected with other members of the Light-O-Rama community.

There are also free Zoom Room Q&A sessions on Tuesdays throughout the year on a variety of topics.

If you would like to hire a profession to design and sequence your show, try reaching out to one of our certified Light-O-Rama partners.

We'd be happy to help you learn about our equipment and software.

Find our Sales phone number and hours of operation here: https://store.lightorama.com/pages/contact

Our official forums and official Facebook group are great free resources to get connected with other members of the Light-O-Rama community. There are also free Zoom Room Q&A sessions on Tuesdays throughout the year.

Our help desk is staffed by real people, not a chat bot. Contact us for free with purchasing or troubleshooting questions here: https://helpdesk.lightorama.com/

Prefer one-on-one training? We can take control of your computer in a paid session and teach you about our software and hardware.

Expediate the troubleshooting process by scheduling a paid remote session where we can log on to your computer and help fix settings and sequences in real time.

We sponsor and have staff give presentations at various conferences each spring and summer season. You can find information about attendance and registration here.

You can also join the Light-O-Rama Zoom Room Q&As virtually, which occur once per month in the off season and every week in the fall.

Traditional

Traditional Light controllers (CTB16PC and LOR160x) are designed operate standard basic Christmas string lights (LED or incandescent): the hundreds of boxes on the shelves at retail stores during the Christmas season. Ensure that the lights you purchase are dimmable - Non dimmable lights will greatly restrict the sequencing effects you can use, and you will not be able to use our store sequences.

Do not purchase any lights that have their own attached control mechanism, i.e. through a patterned control switch, remote control, or phone app, unless the lights can also operate standalone plugged into a normal wall outlet, without their controller.

RGB Lights

Our RGB controllers (Pixie series and Aurora) require individually addressable smart pixel strands. Supported pixel ICs include WS2811 400KHz, WS2811 800KHz, WS2812, WS2801, LDP6803 and SM16716.

Do not purchase any RGB lights that have their own control mechanism, i.e. through a patterned control switch, remote control, or phone app. Permanent RGB lighting systems (such as Govee) are not useable without significant product modification (we do not recommend or provide instructions for voiding another product's warranty).

For traditional lights, we recommend SPT wire and vampire plugs, or standard extension cords you can purchase at local stores.

Smart pixel lights need a special type of extension you can't find off the shelf. The extension distance you can go from your pixel controller and the extensions you can have between props depend on the number of pixels connected and your brightness.

Learn more about limits by clicking here.

Light-O-Rama controllers are connected to a data network for communications.  Some of our products can talk at a very high speed (500K or faster), and some cannot. Learn which controllers are compatible at which network speeds by clicking here.

For networks operating at 500k, we recommend a maximum of 3000 pixels (or 9000 channels) per network for average sequencing sequencing effects. Simpler or slower sequencing effects may allow you to connect more pixels per network; fast changes or complex effects may allow less. Your actual maximum may vary depending on a variety of factors.

When using many complex pixel effects in a sequence, you may need to either use a Pixielink with your Pixie controllers, or use an Aurora Core controller

AC Controllers (Like the CTB16PC and LOR160x) should be set using the Hardware Utility in our software suite. These controllers each have ONE Unit ID.

The CMB24D dumb pixel controller is set by putting the 12 DIP Switches in a specific pattern to equate to an ID number. These controllers each have ONE Unit ID.

The Pixie series controllers should be set by putting the 8 DIP Switches in a specific pattern to equate to a starting ID number. These controllers each have MULTIPLE unit IDs (One per port). As long as you set the DIP Switches to the FIRST number, the rest get automatically set for you within the board. (Note: although you CAN set a Pixie's Unit IDs in the Hardware Utility, it is not recommended).

The Aurora Core E1.31 controller has a web configuration page. Do not use the hardware utility to configure this controller. Please consult your Aurora Core manual for a step by step guide.

To learn more about setting exact DIP switch patterns or about how to set Unit IDs for our less common controllers, click here.

To take advantage of the latest hardware features, you can use the LOR Control Panel program and the Hardware Utility to scan for your controller, the Update the firmware.

See which versions of firmware have been released and if your controller has the latest features by clicking here.

These words refer to the design of the end connector on the strand of pixels, pixel dangle, or pixel extension. It does not have any impact on compatibility with a particular software.

The 'LOR' connectors are our proprietary design, and 'Xconnect' is another common design used in the industry. As long as you make sure your dangles, extensions, and pixels all use the same design type (LOR or Xconnect), you can use whichever type you'd like with our pixel controllers.

If you have a mix of 'LOR' design and 'Xconnect' design, just make sure to get an adapter to put between them. They will not physically connect otherwise.

All products sold before October 2023 have 'LOR' design end connectors, including controllers with pre-installed dangles. Please verify if you have a 3-Pin 12V device or 4-pin 5V device before ordering additional pixel products or adapters.

Light-O-Rama software downloads can be found at https://store.lightorama.com/pages/download-software. The latest version is at the top of the page and previous versions are located further down. Computer requirements are also listed.

Register for a free basic license here.

Advanced and Pro licenses are available for individual purchase, or are steeply discounted when bundled with a starter package.

Other helpful links:

License level feature comparison

Upgrade your current software to the latest version

Upgrade your software license level (like to Pro) and control more controllers/pixels

To retrieve your license key number or check your license status to see what you are eligible to download

Change the email address linked to your software license

A license purchase grants you access to use the software version available at the time of your purchase forever - no yearly fees or additional purchases required. This is different from your license level (Basic, Basic+, Standard, Advanced, or Pro), which determines how MANY lights you can control.

If you've purchased a license since S6 has been the latest available version (on or after August 22, 2022), you have access to use any version of S6 (or below) forever with no additional fees. Your license is considered an "Active S6 License."

If you haven't made a license related purchase since S6 was released (on or after August 22, 2022), you need a Major Release Upgrade. This purchase is not required to continue using your currently installed, lower version software. You may always keep using the version available (i.e. S6, S5, S4, etc.) at the time of your original purchase with no additional cost. 

New major versions of software are released every 3-5 years. If we release the next major version within one year of your last license purchase, you will be able to use the first version only (7.1.*) of that Major Release at no additonal cost.

Storing files on OneDrive can cause problems with Light-O-Rama software due to how Microsoft stores files. Here's a video that explains the main issue.

We recommend storing files locally on your computer unless you have no other option, in which case, you may run into instances where files aren't loading properly at times due to Microsoft's storage process, and will need to force refreshes / backups at that time.

Here is an article the discusses various fixes to Microsoft One Drive.
https://www.cbackup.com/articles/cloud-file-provider-is-not-running.htm

Our latest version of software is the S6 software suite. Although we still answer questions about S5 and answer questions about upgrading from S4, we do not release bug fixes for anything other than S6. Your problem may have already been resolved in a recent update.

Although past versions of our software can be downloaded (since your license key does not expire), please note we do not provide troubleshooting or training sessions for S4 and below.

We have to use some very low level device drivers to communicate between the computer and the various types of controllers available. The Windows environment allows us to do this relatively easily - not so much in the Apple world.

The easiest solution might be Apple's Boot Camp.  See more at https://www.apple.com/support/bootcamp/

Other of our Apple users use their Mac in a Windows environment via Parallels (http://www.parallels.com/products/desktop/) or VMWare Fusion (http://www.vmware.com/products/fusion/)

Account creation and ability to see past hardware purchases has been available as an option since June 22, 2022, the day the new store platform was launched. Using your forums login or entering your license key information will not allow you to log in to this site.

Our sequence store merged into our main platform on March 15, 2023. We cannot automatically create new accounts for you on a new platform. You must create a new account with the same email address here to see your sequence order history.

You can register for an account by visiting this webpage: https://store.lightorama.com/account/register

You will be sent an activation email after filling out your information. If you use the email address and name associated with your past purchases (hardware or sequences), you will be able to see your order history after account creation.

If you are still not able to log in after creating an account and following the instructions in the activation email, please reach out to the help desk so we can assist you.

You can either contact us through the help desk or call our sales line during regular business hours at 518-539-9000. In either case, please have your order number ready to provide to the team member assisting you.

Once a tracking number / shipping label has been created, your order can no longer be changed.

We can do things over the phone and help desk like adding small items to your order, removing items, or paying for a faster shipping speed.

If you want to add another controller or large package to your order (like a CPC Package), we ask that you please place a second order online like normal. We review shipping charges weekly and will refund you if there are savings from being able to combine your orders. You do not need to contact us.

Our full shipping and refund policy is available here.

In order to be put on our tax exempt list, we need you to send proof of your status to our help desk so we have it for our records, then let us know the name and email you've used for your Light-O-Rama store account.

Do NOT place any orders online until we've verified your tax exempt status.

If you need to place a purchase order, please follow up in the help desk ticket after your status has been verified.

Do not checkout online if you think you should be tax exempt and are seeing tax estimated in your cart. Contact us FIRST. If we have to cancel, refund, and reprocess a tax exempt order, you will be charged a 5% fee of your order amount.

Learn more about sequence upgrade here.

Login to your store account to see your purchase history for sequences and equipment.

If you can't log in, it means you might have done guest checkout in the past. You can register for an account by visiting this webpage: https://store.lightorama.com/account/register

Our sequence store merged into our main platform on March 15, 2023. If you created an account on the old platform, you must create a new account with the same email address here to see your sequence order history.

Sequences orders made in 2017 and before will show up as archived in your account. Contact the help desk for more information.

A CPC Package contains the "Coro, Pixels, and Controller" you need in order to easily add smart pixels into your display. Shop for Pixel Packages and CPC Packages by clicking here.

Learn about the different sequence layouts by clicking here.

'Traditional layout' sequences DO NOT contain sequencing effects for smart RGB props.

Shop for all sequences here.

Resetting a controller often resolves any glitches in performance, and will be one of the first things to try before more complex troubleshooting.

Don't forget to check your Unit ID settings after resetting. For some controllers, this resets the Unit ID back to 01!

This means the settings on your physical Pixie and the data the software is sending don't match.

The Pixie series controllers should be set by putting the 8 DIP Switches in a specific pattern to equate to a starting ID number, that matches the related prop in your sequence.

These controllers each have MULTIPLE unit IDs, unlike AC controller. As long as you set the DIP Switches to the FIRST number, the rest get automatically set for you within the board. (Note: although you CAN set a Pixie's Unit IDs in the Hardware Utility, it is not recommended).

Each Showtime Director purchase comes with a blank, compatible SD card. You can also choose to purchase pre-loaded SD cards with sequences directly from us.

If you need to purchase an emergency backup locally during the season, we suggest Kingston or Gigastone SD Cards, SDHC class 4 (or higher) memory cards because they're rated to work at -20 degrees.

The SD Card size must be between 8GB and 32GB. Cards larger than 32GB will NOT WORK.

SD or SDHC memory cards should be formatted as FAT16 or FAT32.

SDXC memory cards (typically 64GB and higher) will not work unless the device is partitioned so the first partition is formatted as FAT32.

We do NOT recommend any SanDisk SDHC memory cards.

We do NOT recommend using class 2 memory cards.

Card Skips/Restarts at the same song every time

1. The problem is likely with that particular audio file. Try rebuilding the card without that sequence and see if the problem is solved.
2. If the problem is still there, verify the power is working (see below)

Card Skips/Restarts randomly at different points

1. Try a different SD card. SD cards can go bad over time or if it's been in contact with moisture, just like any piece of technology. If a new SD card solves the problem, discard the skipping card.
2. if the new SD card does NOT solve the problem and there is still random skipping, it could be an power issue with the director, which is rare, but still a possibility.

Troubleshooting Director Power Issues

Please note that only Network port 1 of a Director can receive power. Controllers connected to subsequent ports do not provide unit power.

1. If the director is powered by the nearest controller via a Cat5 cable longer than 50 feet, try a shorter one to see if the problem resolves.
2. If the director is powered by the nearest controller via a Cat5 cable shorter than 50 feet, try a different Cat5 cable
3. If replacing Cat5 cables does not resolve the problem, try connecting to the other RJ-45 port of the nearest controller, or a completely different controller. If the problem resolves, there was likely a loose RJ-45 port on that original controller that can't fully transmit power. The controller will need to be sent to us for repair. Please open a help desk ticket.
4. If the director is powered by a nearby Pixie controller (and skipping songs), make sure the jumpers are properly placed on the Pixie controller to provide auxiliary power.
5. If none of these three options resolves the card skipping, try a standard 12V power transformer to provide power instead, which can be purchased from us or a variety of local stores (if you need a quicker testing option).

All Power Troubleshooting Conducted; Card Still Skipping

1. If none of these suggestions resolve the problem, the Director unit has likely gone bad and will need to be repaired or replaced. Please contact our help desk with your order number and let us know the results of each of your tests so we can discuss next steps.

For S6, open the Light-O-Rama Control Panel and go to the License tab. For S5 and earlier, open Sequencer or Sequence Editor and go to Help/About LOR Sequence Editor. Copy your license info somewhere for later. If you can not start Sequencer or the Sequence Editor, you can retrieve your license key at: https://store.lightorama.com/pages/license-info-and-email-change

Shut down all Light-O-Rama programs. For S5 and earlier, if the LOR light bulb is in the system tray, right click and Unload Light-O-Rama.

Go into the Windows Add or Remove programs or the Windows Control Panel and uninstall the Light-O-Rama application (Typically under 'Programs and Features'). Don't worry about your existing sequences - they will stay in place.

Before you wipe the LOR Registry entries, make a backup of your Windows Registry (do an internet search if you've never done this before)

Next, download the LOR Registry Wipe program.

S4:https://www1.lightorama.com/downloads/4.4.16/LORRegistryWipe.exe

S5:https://www1.lightorama.com/downloads/5.6.10/LORRegistryWipe.exe

S6:https://www1.lightorama.com/downloads/6.2.18/LORRegistryWipe.exe

Run the LORRegistryWipe.exe program.

This will clear out all LOR entries in the Windows Registry so it will be like your computer has never heard of Light-O-Rama before.

When the program asks if you want to clean the Light O Rama programs folder, say YES.

Now reinstall the Light-O-Rama ShowTime Sequencing Suite. If you don't already have the software the Light-O-Rama software downloads can be found at https://store.lightorama.com/sequencing-software-download/

When asked, you'll need to re-enter your Light-O-Rama License Key so use what you copied at the beginning of this process or find your license key here: https://store.lightorama.com/pages/license-info-and-email-change

Your sequences will still be in the same location on your computer hard drive as before.

Step 1: Try some basic troubleshooting options from this FAQ page or our video tutorial page.

Step 2: Open a help desk ticket and list every troubleshooting step you've attempted. You will likely be asked to perform more tests to determine if your equipment needs to be repaired, or if there is a simple fix you can perform at home.

Step 3: If we determined your equipment does need to be repaired, we will either send you an RMA number, or recommend you contact one of our partners for repair information.

Repairs sent in from October-January may exceed 8 weeks due to high volume.

Our most requested repairs are for either a stuck channel (lights on at 50%), or a broken RJ45 jack (generally caused by unexpected tension on the Cat5 from tripping over or pulling the line out before it’s fully released). These types of repairs are usually successful. If you are short on time, there are temporary solutions for these problems:

• If you have a triac going bad and you have any open channels on other controllers, we recommend changing the channel assignment of your sequences, which can be done one time and correct all sequences through your S5/S6 preview.
• If you have a loose RJ-45 port, we recommend placing that controller at the end of your daisy chain or using an Ethernet Splitter to bypass the bad port until you have time to send it in for repair (recommended).

More complex hardware damages will incur higher costs. Please note that in general, a board is not repairable if it has been shorted out, has lifted/broken traces, is burned, or has suffered water damage/corrosion.

Smart pixel strands are not repairable and you will need to purchase replacements if they are out of warranty, or use Clickit Repair Kits.