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 texts on the guest screen tell the cause: MISSED appears on a round that was not stopped in time, and the Trial text stays on screen in the trial plan.
- 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 pause screen is on. If Pause Screen is off, the Welcome screen is visible but there is an invisible veil over it that blocks touch. On the Game screen no touch is accepted during the countdown and while the round result stays on screen (default 1.8 seconds).
Fix: lock icon → PIN → Run the App → Run as Counter Reflex Game.
The game returns to the start by itself
Cause: the inactivity timeout. On the Input Form, Game, Thank You and Scoreboard screens, if there is no touch for 300 seconds by default, the screen returns to the Welcome screen.
Fix: increase the time or turn the switch off. Do not set the timeout shorter than the longest target time; the screen can return to the start while the guest waits for the counter. A half-finished 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.
The counter is not visible or disappears right away
Cause: this is this game's difficulty setting, not a fault. With Visible at first selected, the counter is visible for the Visible for (default 3 seconds), then hidden; with Hidden selected it is never shown. The counter keeps running while hidden, and when the round ends, where it was stopped is shown.
Fix: for an easy game choose Always visible or lengthen Visible for.
The round closes by itself, the screen says MISSED
Cause: if the guest goes past the target by the Give up after time (default 5 seconds), the round counts as missed and closes with 0 points. This time makes the game of a guest who leaves the screen end by itself.
Fix: lengthen the time (20 seconds at most). If most guests miss, shorten the target or make the counter Always visible.
Scores are very low or always zero
Cause: every millisecond of deviation outside the perfect-hit range takes away one point. Since the default Points for perfect is 1000, an attempt that is 1 second off the target gets 0.
Fix: raise Points for perfect (up to 5000); then larger deviations also earn points. If you widen Perfect window (up to 500 ms), more attempts get full points.
No sound
Cause: the Sound switch is off; the device volume is low or muted (the side switch on an iPad); on Windows the wrong audio output is selected. The sounds are generated inside the app, no file is needed; they start playing after the first touch.
Solution: turn on the switch, 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 (it 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: Reuse in the Events page.
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.
Setting the target to 30 seconds and leaving Session Timeout short: while the guest waits for the counter, the screen returns to the start.
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 Counter Reflex Game Ready for an Event? What Does the Guest See? One Game from Start to Finish 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
