Contact
Email us
mail@tig.ptWe usually reply within two working days. Please include your Mac model, macOS version, Farol version (Farol › About Farol) and what you were doing when the problem happened.
Before the event
Requirements
- A Mac with macOS 15 or later.
- An internet connection. Captions are made in the cloud, so venue Wi‑Fi or a phone hotspot needs to be up for the whole talk.
- A microphone that hears the speaker clearly. A line from the venue's sound desk into an audio interface gives the best captions.
- Optional: an HDMI or USB capture device for a stage camera or the speaker's laptop, and a second display or projector.
Recommended setup
- Connect the projector and set it as a separate display (not mirrored) in System Settings › Displays.
- Open Farol. Keep the operator window on your laptop screen.
- Choose the video source, the microphone, the spoken language and the language the audience reads.
- Check the microphone level meter while someone speaks, then start captions.
- Move the audience window to the projector and make it full screen.
Troubleshooting
No camera, capture device or screen in the list
Open System Settings › Privacy & Security › Camera (or Screen & System Audio Recording) and turn Farol on, then restart Farol. For a capture device, unplug it and plug it back in, and check it in another app such as QuickTime Player.
Captions don't start or stop suddenly
- Check that Farol is allowed in System Settings › Privacy & Security › Microphone.
- Make sure the level meter moves. If it doesn't, choose another microphone or check the cable.
- Check the internet connection. Some venue networks block streaming connections; a phone hotspot is a quick test.
- Check your minute balance in the app.
Captions are inaccurate
- Make sure the spoken language matches what the speaker is actually speaking, including the variant, such as English (UK) or Portuguese (Portugal).
- Move the microphone closer to the speaker, or take a feed from the sound desk. Room echo and loudspeakers are the most common cause of errors.
The projector shows the wrong window
Drag the audience window to the projector before making it full screen, or use Window › Move to in the menu bar.
Purchases and minutes
- Missing minutes after a purchase: make sure you're online and reopen the store in Farol. If they still don't appear, email us with the date and the pack you bought.
- Refunds: purchases are made through Apple, so refunds are requested from Apple at reportaproblem.apple.com.
- How minutes are used: captions use 1 minute per minute. Each translated language adds 1 more. You're charged per started minute, and minutes you buy never expire.
- Moving to a new Mac: Farol has no accounts, so minutes stay with the Mac they were bought on and can't be moved to another Mac yet. Use them up before you switch, or email us if you're stuck.
Privacy and data requests
To ask what data Farol holds about you, or to have it deleted, email mail@tig.pt. See the privacy policy for details.
More help
Many questions are answered in the FAQ.