As part of recent system updates, the automated support ticket creation feature is no longer available in applications released before June 2025—specifically, those that do not use the new license system.
In these older versions, only the “Collect Logs…” option remains functional. While you can still gather logs manually, the automatic ticket creation and update features are no longer supported.
In the latest versions of our applications, the improved “Contact Support…” option is available. It automatically collects logs and pre-fills support information directly in your web browser.
To send us logs, we recommend updating to the latest version and following this procedure. If updating isn’t possible, you can still collect logs manually and submit them. For instructions using older versions, refer to this guide.
We apologize for any inconvenience and appreciate your understanding as we continue to enhance our support systems.
For urgent support, please visit our Support Center to submit a ticket directly.
Thank you for your continued support.
We are officially discontinuing OnTheAir Node, OnTheAir Manager, and OnTheAir Live. These products have served our users faithfully for over 15 years, but they’ve now reached the end of their lifecycle. While we’ll continue to offer limited maintenance updates for a short transition period, active development on these apps ended several years ago, and they are no longer available for purchase.
But here’s the great news:
We’ve poured our efforts into building something better—OnTheAir Video is now our flagship playout solution. It not only incorporates the key features of the discontinued products, but also introduces significantly more powerful capabilities: native support for advanced effects, remote control options, squeeze back with supersources, and more.
This move also simplifies our product lineup. In the past, it wasn’t always clear which software best fit a given workflow—Master Control, Newsroom integration, or Live production. Now, the answer is simple: OnTheAir Video is the way to go, no matter the broadcast scenario.
Transition made easy:
- If you own a license for OnTheAir Node 4, you’re entitled to a free crossgrade to OnTheAir Video 4.
- If you own a license for OnTheAir Node 3, just purchase the upgrade from OnTheAir Video 3 to 4, indicate your Node license number in the comment field, and we’ll convert that to a crossgrade from Node 3 to Video 4.
We understand that transitions can raise questions, and we’re here to help. Our team is committed to ensuring a smooth shift to OnTheAir Video, and we’re confident it will deliver a more streamlined, powerful, and future-proof experience.
Continued Support and Tips for a Smooth Transition
While OnTheAir Node, Manager, and Live are now discontinued for new sales, we will continue to provide limited maintenance updates and support for a reasonable period (likely a year or two). If you have a stable and working setup today, you can absolutely continue using it for as long as it works for you — nothing is being changed or disabled. This announcement simply means that we are no longer selling these products, and that maintenance updates will gradually come to an end. If you’re happy with your setup and have no issues, there is no reason to stop using it. Just keep in mind that once maintenance updates have stopped, our ability to help in case of a technical problem may be limited.
If you plan to transition, we encourage you to start testing OnTheAir Video now — download the demo, try it on a separate Mac, and explore its graphical scheduler and other features.
And of course, feel free to reach out to our support team anytime for guidance on upgrading. We're here to help you ensure a smooth and stable transition.
Softron is pleased to announce the launch of a new license activation mechanism through the Softron License Manager, a major step forward in simplifying software licensing for media professionals.
This updated system introduces a more flexible, user-friendly approach to activating and managing licenses. While initially available only for select Softron applications, all new releases starting from April 24th, 2025 will adopt this new copy protection system moving forward.
Key Benefits of the New Mechanism:
- No New Serial Numbers Needed: Existing licenses remain valid. Users do not need to request new serials—the only requirement is to update to the latest version of supported applications.
- Force Releases: If your computer has an issue, or if you reformat it, no need to contact us anymore, you can do it simply in Softron License Manager.
- Centralized License Management: Users gain a clear overview of all license statuses, expiration dates, and activation slots from one interface.
- Enhanced Security: Licenses are tied to user accounts and hardware in a secure, transparent way.
- Share Licenses: You can share the access to your licenses with multiple users.
An internet connection is required from time to time, as the software needs to communicate with our servers every few days. If it cannot connect for an extended period (typically 2 to 3 days), the application will automatically switch to demo mode. Your computer does not need to be connected continuously, but it must go online periodically to maintain activation.
If your computer cannot connect to the internet periodically, you can migrate your license to a dongle instead. Dongles are available for purchase in our online store.
To get started, users simply need to download the updated version of their Softron application (when available).
👉 Learn more and find detailed instructions in our Help Center
Dear Softron Users,
We are writing to inform you about an update regarding the "Contact Softron Support" feature in our applications. Due to recent adjustments to our systems, the automated support ticket creation functionality is temporarily unavailable.
We are actively working to restore this functionality in future versions of our applications. However, please note that the automated ticket creation feature will only be available in updated versions moving forward and will no longer be accessible in older versions of the software.
The "Collect Logs..." feature will remain available in all versions of the application, including older versions. This allows you to collect logs as before, even if the automated ticket creation feature is unavailable.
Here's how you can reach out for support:
- Manually Create a Support Ticket:
Visit our support desk at softron.zendesk.com to create a ticket.
- Sending Logs to Our Team:
If logs are required, you can still collect them from your Softron application by going to:
Help > Contact Softron Support... > Collect Logs...This will generate a zip file with the necessary logs. Upload the zip file to our WeTransfer page and include your support ticket number in the message. This ensures we can quickly associate the logs with your ticket.
We appreciate your understanding and patience as we work to improve and restore this feature in future versions of our applications. Your feedback and support are invaluable to us, and we remain committed to providing you with the best possible experience.
Thank you for your cooperation.
Warm regards,
The Softron Team
Automate our playout solution We are excited to announce the full integration of OnTheAir Video with Cuez Automator by TinkerList, bringing new levels of automation and flexibility to broadcast productions. This integration empowers users to manage complex workflows with greater control and efficiency. For more information on how OnTheAir Video with Cuez Automator can elevate your production, visit the TinkerList website.
We are adapting the Euro prices to match the equivalent exchange rate of the US dollar. The new rate will be in effect on January 1st, 2023. To preview what the prices in Euros will be, check our store and refer to the current prices in $US, or download our 2023 Pricelist. Be sure to account for this change in pricing for projects budgeted for next year. If you have any questions, as usual, we are just an email away.
We started shipping the new GPICommander 3 USB box today. It looks identical to GPICommander 2, but it uses a new chip, and thus our software need to be updated. If you order one from now on, make sure that you use a software that is compatible with it. Read more...