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 reason: if the SPIN button does not work, all the prizes have run out; if the wheel shows texts such as Prize 1, Grand Prize, prizes have not been entered; on a trial plan the Trial text is shown.
- If you find no remedy, choose Logout from the account menu and log in again. As a last resort Clear Local Data; records that have not gone to the cloud are deleted and you need to log 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 shown but there is an invisible curtain over it that blocks touch. On the Welcome screen only the button starts the game; touching elsewhere on the screen does nothing. On the Wheel screen the SPIN button does not work while the wheel is spinning.
Fix: lock icon → PIN → Run the App → Run as Spin Wheel. If SPIN does not work at all, see the "The wheel does not spin" item below.
The game returns to the start by itself
Cause: the inactivity timeout. On the Input Form and Wheel screens, if there is no touch for the default 300 seconds, it returns to the Welcome screen. The prize panel closes when its own time is up and it returns to the Welcome screen; this is not a return to the start.
Fix: increase the time or turn the switch off. A half-finished round cut off by the timeout does not enter the Winners list.
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 wheel does not spin
Cause: the quantity of every prize has run out. The Every prize is out of stock. The wheel cannot be spun until you raise a quantity. warning appears in the Prizes tab and the SPIN button does not work on the guest screen. Test spins count toward the quantity too.
Fix: increase the Quantity of at least one prize, or empty the field to make it unlimited, and press Save. If test spins used up the stock, use Reset counter to return the remaining count to the quantity. Then restart the game.
The wheel shows Prize 1, Grand Prize instead of my own prizes
Cause: no prize was entered, or it was entered but not saved; in that case the guest is shown a ready-made set, and the tab shows the No slices defined yet — a placeholder set is being shown to guests. Set your real prizes here. warning.
Fix: write your prizes and press Save; see the Saved text next to the button. If you leave the tab without saving, the changes are lost.
A prize never comes up or comes up too often
Cause: the slices always have the same width on the wheel; the chance of coming up is decided not by the width of the slice but by Weight or the remaining quantity. For a prize with an Quantity, Weight is not used: the remaining quantity decides the chance, and it drops as the prize is given out. A prize whose quantity has run out stays visible on the wheel but does not come up.
Fix: look at the Chance column; it shows each prize's current percentage. Give a small number to the prize you want to come up rarely and a large number to the one you want to come up often.
The QR does not appear on the prize panel
Cause: Show QR on the result screen is off; the prize's Code field is empty (no QR is drawn for a prize without a code); or the record has not reached the cloud yet (no internet, or the event never went to the cloud).
Fix: turn the switch on, write a code for the prize and connect the device to the internet. Even if the QR does not appear, the code is shown as text on the panel.
No sound
Cause: the Tick sound or Win sound switch is off; the device volume is low or on silent (the side switch on an iPad); the wrong sound output is selected on Windows. The sounds are generated inside the app, no files are needed; they start playing after the first touch.
Solution: turn on the switch, check the device's volume level and output device.
The winner is not in the list
Cause: the round was left unfinished (timeout, Cancel, the app was closed); the record was hidden with Hide; the prize was won on another device (it arrives after about half a minute); there is no internet.
Fix: press Refresh in Winners, and bring back a hidden record with Show. A guest without a name is listed as Guest · XXXX; if you want names, add an Name field to 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. If Run on Startup is on, the app starts by itself when Windows starts. Subscription on the web payment page. |
| Mac | The title bar is hidden in full screen. If a keyboard is connected, F11/F12 work. Run on Startup adds the app to the login items. There is 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.
Writing the prizes and leaving without pressing Save: the wheel spins with the ready-made set.
Closing the app for a break: use Show Pause Screen; the PIN is asked when you return.
Not resetting the counter after test spins: the tests are deducted from the stock, and a prize runs out early at the event.
Giving out the last prize on two kiosks at the same time: the quantity count lags between devices by about half a minute; the quantity can be exceeded by one or two.
Related topics
How to Get Spin Wheel Ready for an Event? What Does the Guest See? One Game from Start to Finish How to Set Prizes and Winning Chances? How to Collect the Guest's Name and Consent? Where Do the Winners and Participant Data Go? How to Set Up the Event Settings? PIN, Timeout, Language and Multiple Devices
