Most of the things you call "not working" during an event come from a setting and are fixed within minutes. This article takes the common symptoms in order: for each one it gives the cause and the solution. First what is seen on the guest screen, then the game flow, and at the end the operator side and the platform differences.
- First look at the Session tabs and Event Settings → Kiosk; most problems come from a switch there.
- The guest screen shows the cause: if the cards show ready-made shapes instead of your own images, those images are not on this device; on the trial plan, the Trial text is present.
- If you cannot find a cure, choose Logout from the account menu and sign in again. The last resort is Clear Local Data; scores that have not gone to the cloud are deleted and you need to sign in again.
On the guest screen
I cannot get back to the settings
Cause: the Game Screens → Main → Dashboard Icon visibility was set to 0% (the icon is invisible but its spot works) or its position is Off (nothing on the screen). The PIN may also have been forgotten.
Solution: with an invisible icon, tap that corner (bottom right by default) 5 times within 3 seconds. If the position is Off, press F11 or F12 on a keyboard; if there is no keyboard on the tablet, connect one. If you see Incorrect PIN. Try again. in the Operator Access window, you need to set the PIN again in Event Settings → Kiosk; to do that, close and reopen the app, the settings screen opens.
Touches do not respond
Cause: the waiting screen is on. If Pause Screen is off, the Welcome screen is visible but there is an invisible veil on top that blocks touch. On the Game screen, while two cards that do not match are open (about 1 second), no new card opens; touch is accepted again once the cards close.
Fix: lock icon → PIN → Run the App → Run as Matching Game.
The game returns to the start by itself
Cause: the inactivity timeout. On the Input Form, Thank You and Scoreboard screens, if there is no touch for the default 300 seconds, it returns to the Welcome screen. On the Game screen, when the 45-second time ends, it moves to the Thank You screen; this is not a return to the start.
Solution: increase the time or turn the switch off. An unfinished game cut off by the timeout does not enter the scoreboard.
There is a diagonal Trial text on the screen
Cause: the account is on the trial plan, or the subscription cannot be verified. The text cannot be removed from the settings.
Solution: subscribe; the text disappears by itself. If it stays after subscribing, wait a few minutes while the device is connected to the internet, or choose Logout and sign in again.
In the game flow
The input form does not appear
Cause: Enable Survey is off; the Form Elements list is empty; the When to Show Survey value is After Capture (the form comes after the game); or the Survey tab is locked on your plan.
Solution: turn the switch on, add at least one field, set the timing to At Start Screen. The privacy consent checkbox comes with the form; if there is no form, consent is not asked either.
Ready-made shapes appear on the cards instead of my own images
Cause: no image has been chosen for that card. Every slot in the Card Faces list that has no image uploaded is played with its ready-made shape; if the deck was enlarged, the new slots arrive empty. If the event was taken to a second device and the images did not reach the cloud from the first device, ready-made shapes appear on that device too.
Fix: in the Cards tab, under the Card Faces heading it says how many images are needed; upload that many. You can touch an empty slot and select several files at once. If there are no images on the second device, keep the first device connected to the internet, then import the event again.
The card image is cropped or looks too small
Cause: the list above the cards decides how the image sits on the card. Cover — fill the card, crop edges cuts the edges of the image; Small centered — logo style (the default) shows the image small.
Fix: choose Fit — show the whole image for a photo and Small centered — logo style for a logo. The placement of the card back is chosen from the separate list in the Card Back section. The cards are portrait (3:4); portrait or square images give the best result.
The time is too short or the board never finishes
Cause: the game time is 45 seconds and cannot be changed from the settings screen in this version. In a large deck (for example 6 × 6, 18 pairs), not all the pairs can be found in this time; when the time runs out, the game ends with the points of the pairs found up to that moment.
Fix: make the Deck Size smaller. 4 × 4 (8 pairs) is the size most guests can finish; choose 4 × 2 for small children. The subtitle on the Welcome screen mentions one minute; correct it to match the real time in the Game Screens → Call to Action tab.
No sound
Cause: the device's volume is low or on silent (the side switch on an iPad); on Windows the wrong audio output is selected. This game has no setting that turns sound on and off; the sounds are always on, are generated inside the app and start playing after the first touch.
Fix: check the device's volume level and output device.
The score is not in the list
Cause: the game was left unfinished (timeout, Cancel, the app was closed); the record was hidden with Hide; the score was taken on another device (arrives after about half a minute); there is no internet.
Solution: press Refresh in Scores, open a hidden record with Show. A nameless player is listed as Guest · XXXX; if you want names, add a Name field in Survey.
On the operator side
The game does not open
Cause: no event is selected; the button stays faded and the warning Select an event first to run the app. appears.
Fix: on the Events page, Reuse.
Login, license and subscription
Internet is required for signing in. If a payment is needed, the subscription screen opens after signing in: the web payment page on Windows, the in-app Monthly / Yearly / Lifetime options and Restore purchases on iPad, Android and Mac. The lock on White Labeling and the Survey tab depends on the plan. If the problem persists, choose Logout and sign in again.
Updating
When a new version is out, the Update Available card appears in the left menu; Changelog lists what is new. On iPad, Android and Mac the update comes from the store; on Windows use the Update Now button in the window. Keep the devices sharing the same event on the same version.
Platform differences
| Platform | Difference |
|---|---|
| Windows | Full screen kiosk; exit with F11/F12. Run on Startup is shown but has no effect. Subscription on the web payment page. |
| Mac | The title bar is hidden in full screen. F11/F12 work if a keyboard is attached. No My Profile in the account menu. |
| iPad | Run on Startup is not shown. Exit only with the lock icon, or F11/F12 if there is a physical keyboard. No My Profile. Subscription in the app. |
| Android | Same as iPad; subscription in the app. |
Setting the Dashboard Icon to Off on a tablet: without a keyboard the game cannot be left.
Choosing a large deck and expecting guests to finish the board: the time is 45 seconds; at 6 × 6 and above the board is mostly not finished.
Closing the app for a break: use Show Pause Screen; the PIN is asked when you return.
Expecting the second device's score instantly: it takes about half a minute and needs internet.
Related topics
How to Get Matching Game Ready for an Event? What Does the Guest See? One Game from Start to Finish How to Prepare the Cards and the Deck? How to Set the Game Rules? How to Collect the Guest's Name and Consent? Where Do Scores and Participant Data Go? How to Set Up the Event Settings? PIN, Timeout, Language and Multiple Devices
