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: if there are no questions, a warning appears on the Welcome screen; if no result can be found, it reads We couldn't determine a result; on the trial plan the Trial text stays.
- 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 curtain over it that blocks touching. If the question pool is empty on the Welcome screen, touching does nothing either. On the Game screen, no new touch is taken during the feedback time after an answer (1.2 seconds by default).
Solution: lock icon → PIN → Run the App → Run as Quiz Game. If the pool is empty, see the "The questions do not show" item below.
The game returns to the start by itself
Cause: the inactivity timeout. On the Input Form, Thank You and Scoreboard screens, if nothing is touched for 300 seconds by default, it returns to the Welcome screen. On the Game screen, when Total time runs out 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.
The questions do not show or are missing
Cause: if the Welcome screen reads Add at least one question in Screens - Questions to start the game., the pool is empty; the path in the text is outdated, the questions are in Session → Questions. If individual questions are missing: Include in the game is off, the question text is empty, there are fewer than 2 options with content, the correct option is not marked or the marked option is empty (points mode). If Questions per game is 5, 5 come from a pool of 10. Under the Eliminate the ones that don't fit rule, questions that do not separate the remaining outcomes are skipped; this is not an error.
Solution: open the cards with the ! badge in the Questions tab; the warning text tells the cause: This question has no text and will not be shown., At least two answer options are needed; this question will not be shown., Mark which option is correct; this question will not be shown. If you want the whole pool, set Questions per game to All questions.
Always the same result in outcome mode
Cause: the options are not linked to outcomes; then everyone sees We couldn't determine a result. If most options are linked to a single outcome, that outcome always wins; on a tie, the one higher in the Outcomes list wins. An outcome with an empty title or with Include in the game off does not enter the game. Under the Eliminate the ones that don't fit rule, among outcomes that cannot be told apart, the first in the list is chosen.
Solution: choose outcomes from the Gives points to: chips under each option and spread the links evenly. Under the elimination rule, look at the box at the top of the Questions tab; if it says These outcomes can't be told apart: …, add a question that separates them. If the Decision tree is incomplete window appears when starting, say Go back and fix it.
The time does not run or runs out too quickly
Cause: during the feedback time after an answer, the timer deliberately stops; this time is the Answer feedback → Duration field. There is no time per question, there is a single Total time for the whole game (15–300 seconds). The time also runs in the outcome quiz.
Solution: set Total time according to the event; Warning at decides the moment the bar turns red.
No sound
Cause: the Sound effects (correct / wrong / time up) switch is off; the device's volume is down or on mute (the side switch on iPad); the wrong audio output is selected on Windows. 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 game type is Outcome quiz (the scoreboard is not in the flow, the record sits in Scores with 0 points); the score was earned on another device (it arrives after about half a minute); 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. Under the elimination rule, Go back was chosen in the Decision tree is incomplete window.
Solution: Reuse on the Events page. If you say Start anyway in the window, the game opens and, among outcomes that cannot be told apart, the one higher in the list wins.
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.
Deleting the questions and opening the game: with an empty pool the Welcome screen stays locked, the guest can do nothing.
Closing the app for a break: use Show Pause Screen; the PIN is asked when you return.
Expecting a scoreboard in the Outcome quiz: in this mode the scoreboard is not in the flow, the records are only shown in Scores.
Expecting the second device's score instantly: it takes about half a minute and needs internet.
Related topics
How to Get Quiz Game Ready for an Event? What Does the Guest See? One Game from Start to Finish How to Add and Edit Questions? Outcome Quiz: How to Define the Outcomes? 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
