The problems most often asked about during an event, and the solution to each, are here. Every item has three lines: what you see, why it happens, what to do. Most problems are caused by a setting; we give the setting's place as Page → Tab. At the end come platform differences and updating the app.
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In short
- If you cannot leave the game, tap the invisible spot in the corner 5 times within 3 seconds; with a keyboard, F11 or F12.
- The form and the consent checkbox come from the Session → Survey and Disclaimer tabs; if either is off, the screen does not appear.
- Time and timeout are two separate settings: Round length is in Session → Game, Session Timeout is in Event Settings → Kiosk.
- The match list only shows finished matches; abandoned ones do not enter the list.
Settings and login
I cannot get back from the game to the settings
- Symptom: there is no lock icon on the screen, the game cannot be left.
- Cause: the Game Screens → Main → Dashboard Icon visibility was set to 0%, or the position was set to Off.
- Solution: if the visibility is 0%, tap the icon's selected corner 5 times within 3 seconds; the PIN window opens. If the position is Off, press F11 or F12 on a keyboard. On a tablet without a keyboard, if neither is available, close the app completely and reopen it; the app starts with the settings screen at every launch, it does not enter the game by itself.
I forgot the PIN or it says Incorrect PIN. Try again.
- Symptom: the Operator Access window does not accept the PIN.
- Cause: the PIN belongs to the event; if it was changed on another device, it has arrived here too.
- Solution: close and reopen the app (it opens with the settings screen), type a new 4-digit PIN in the Kiosk tab. If there is another device using the same event, you can also change it from there; it arrives on this device within a few minutes.
The game does not open
- Symptom: the warning Select an event first to run the app.
- Cause: no event is selected; it may have just been deleted or never created.
- Solution: press Reuse in an event's row on the Events page, or Create New Event.
Login, license and subscription warnings
- Please provide an internet connection: internet is required for signing in. Set up the connection; after signing in, the game also works without internet.
- Trial Time Exceeded or License time exceeded. Renew your subscription.: continue with Get Full Access or Manage Subscription on the Dashboard.
- Device Limit Exceeded: the account's device allowance is used up. Choose Logout on a device you do not use, or enlarge your plan.
- Device Logged Out: the session was closed remotely; sign in again.
- The purchase screen opens after signing in: a payment is pending on the account. On Windows the payment is made in the browser, on iPad and Android through the store (Monthly, Yearly, Lifetime); if you bought before, Restore purchases. If you see The store is not available on this device right now., check the internet and the store account.
- Your subscription is managed by your reseller.: talk to your reseller for a plan change.
Guest screens
The input form does not appear
- Symptom: touching the Welcome screen opens the game directly.
- Cause: Enable Survey is off, the form has no fields, or When to Show Survey is set to After Capture (the form comes after the game). If the tab is locked (the … plan only warning), the survey is not included in your plan.
- Solution: turn on the survey, add at least one field, set the timing to At Start Screen. For the plan lock, use the Upgrade to … button. If the consent checkbox is missing too, turn on the Disclaimer tab; consent is only shown inside the form, so without a form there is no consent either.
The field name in the form stays in English
- Symptom: the card reads Name, and the title of the consent window is Privacy notice, whatever language the app runs in.
- Cause: in a new event these texts come ready-made in English and are not translated when the language changes.
- Solution: write the field name yourself in Session → Survey, and the title and text in Disclaimer.
The match ends too fast or drags on
- Symptom: the match ends before the players warm up, or lasts too long for those waiting in line.
- Cause: Round length sets the length of a match (20–180 seconds, default 60). If the scores are equal, Overtime is played on top (default 15 seconds), and at the start there is the Start countdown (default 3 seconds).
- Fix: shorten or lengthen Round length. If you do not want overtime, set Overtime to Off; a match that ends level closes as a draw. The remaining-time indicator is switched on and off by the Game Screens → Game → Countdown clock switch.
The game returns to the start by itself
- Symptom: while filling in the form or on the result screen, the display suddenly returned to the Welcome screen.
- Cause: the inactivity timeout ran out. The default is 300 seconds; every touch restarts the countdown. The thin line at the top shows the remaining time.
- Fix: increase the time or turn the switch off. An unfinished game does not enter the match list.
There are matches that ended 0 – 0 in the list
- Symptom: rows where nobody won, with 0 on both sides.
- Cause: an abandoned match ends by itself when the round time runs out; since nobody hits, the score stays 0 – 0, overtime also ends without a result and the match enters the list as a draw.
- Solution: press Hide on the row; it disappears from the guest list, the record is not deleted.
The trial text does not go away
- Symptom: diagonal Trial texts on all guest screens.
- Cause: the account is on a trial. The text cannot be removed from the settings.
- Solution: Dashboard → Get Full Access. Once the payment is complete, the text disappears by itself. If it stays even though you have paid, check the internet connection and reopen the app; when the license cannot be read, the text stays on the safe side.
The match is not in the list
- Symptom: the match just played is not shown on the Matches screen.
- Cause: the list only shows finished matches. A match cancelled with Cancel, timed out, or left unfinished when the app closed is not saved. A match finished on another device can be delayed by up to 30 seconds and needs internet. Hide may have been pressed in Session → Matches. A different event may be selected.
- Solution: wait and press Refresh; if hidden, Show; check that the event is the same.
Touches do not respond
- Symptom: the Welcome screen is visible but no touch works.
- Cause: the pause screen is on and Game Screens → Pause → Pause Screen is off; the curtain is invisible but swallows the touches.
- Fix: return to settings with the lock icon and the PIN, then Run the App → Run as Digital Reflex Challenge. A short unresponsiveness in the game is normal: a countdown plays before the match starts, and when the match ends the result stays on screen for 2 seconds. Hitting a dim square also does nothing. In the form, the I'm ready button does not work until the consent checkbox is checked.
Player 2 sees the screen upside down · squares are too small or too fast · no sound
- Upside-down view: Game Screens → Input → Seating is set to Facing each other. On an upright screen use Side by side.
- Squares too small or too fast: Session → Game → Grid size and Pace. On a tablet, a Small grid and a Calm pace are more comfortable.
- No sound: Session → Game → Game sounds is off or the device's volume is down. No sound before the first touch is normal.
The pause screen comes up in English
- Symptom: the title We'll be back soon! and English text, even though the app runs in another language.
- Cause: Reset to Defaults was used in the Game Screens → Pause tab; the reset writes the texts in English.
- Solution: write your own text into the Pause Title and Pause Text fields.
Platform differences
- Windows and Mac: the game is full screen, and full screen is left by itself when you return to the settings. F11 or F12 on the keyboard does the same job as the lock icon. Run on Startup is shown but does not work in Reflex Challenge.
- iPad: no keyboard, the only exit is the lock icon or the invisible corner. The screen rotates in every direction; the Facing each other seating is for a screen lying on a table. The app does not prevent the screen from dimming: turn off auto-lock in the device settings.
- Android: the system bars are hidden and appear briefly when you swipe from the edge. The back button leaves the app while on the Welcome screen; reopen the game with Run as Digital Reflex Challenge. Turn off the automatic screen lock in the device settings.
Updating the app
When a new version is out, the Update Available banner appears in the left menu; Changelog lists what is new, Update Now opens the download link in the browser on Windows and Mac. On iPad and Android, install the update from the App Store or Google Play. The installed version is written under the logo in the left menu. Updating does not delete the events and settings; the account login is kept too.
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Common mistakes
Using Show Pause Screen for a break instead of closing the app, then forgetting Run as Digital Reflex Challenge when you return: the curtain stays over the game.
Turning off the timeout: a half-filled input form hangs on screen.
Deleting the event and looking for the matches: the event comes back from the cloud, but Import from Cloud is needed first.
Setting the Dashboard Icon to Off on a tablet: without a keyboard there is no way out, you have to close the app.
