| What you see | What to do |
|---|---|
| Tonight's quiz isn't on the laptop | It must be paid before it can download - contact us and we will tick it - then press Refresh. Check the laptop is signed in with the right venue. |
| The download stops or is slow | It resumes by itself after a drop. For a big quiz on a slow connection, press Download now a day or two early. |
| "No screen connected yet" | On the TV or streaming stick open the screen address shown on the host's Devices tab and press Start. For a cable, press Open on HDMI display. Open a test screen here proves the laptop side works. |
| Picture but no sound | Check the Sound setting matches how the venue is wired (HDMI audio, Sound card, or the screens' own), then press Test. Only one screen plays the sound - use Sound here if the wrong one was picked. |
| Sound is late against the picture | Raise Sound delay and run the Sync test until the beep lands on the flash. |
| Mac: "can't be opened because it is from an unidentified developer" | Right-click Start Fact or Fiction, choose Open, then Open again. You only do this the first time. |
| Windows: "Windows protected your PC" | Click More info, then Run anyway (the first time only). If the firewall asks, allow it on private networks. |
| The laptop doesn't find the venue computer | Is the venue computer on and running Start Fact or Fiction (Venue computer), and is the laptop on the same network (not guest wifi)? Press Look again, or Type its address. Or choose Run it from this laptop instead. |
| A team can't join | Is the QR code on the screen (Show join QR)? Is registration locked (Teams tab)? A name already used tonight needs something added. The host can add a team by hand. |
| Marking taps say "Offline" | The marker's phone lost its internet. Keep tapping - the taps queue and send when it is back. |
| Marked the wrong tile | Tap it again to undo, or use Type total for a team's round, or Clear on the Streak. |
| A team was voided by mistake (special quiz) | Press Allow next to the team's name on the Teams tab or the marking page. |
| A phone's screen keeps locking on a special quiz | Set Auto-Lock to Never for the night (Settings, Display and Brightness) and switch off Low Power Mode. A locked screen counts as leaving the page. |
| The venue app asks to be updated | Let it - at the start of the night, not mid-quiz. It never updates in the middle of a quiz. |
Still stuck?
Copy what you see on the screen and contact support. If it's during a quiz, say which venue and how many teams are waiting.