If the solution is missing add the issue here: 


 
 

Frequently asked questions:

 

FOR CUSTOMER SUPPORT -  Edited 30.8.2018

 

 Minimum system requirements to the software:

- OS: Windows 7 or higher (runs only on Windows at the time)
- Processor: 2.0GHz dual-core processor or higher
- Memory: 4GB RAM or higher
- Graphics Card: NVIDIA GeForce or AMD Radeon with 512MB VRAM or higher
- Hard Disk: 1 GB of free space

- Internet connection when login and downloading the songs



Technical issues:

 

 

  

General solution to every “bug”: Step by step.

 

  1. Log out & Log back in

  2. Reset software  (press 7 times letter “R”)

  3. Restart software

  4. Restart and update (windows)

 

 

 

 

I have the same songs that I had last week on the software

 

  1. Log out & Log back in

  2. Reset software  (press 7 times letter “R”)

 

You can tell the customer that close the software after using and start again when next event.

 

 

 



Printing view / printer windows does not open in the game view.

 

Solution:

The printer window can be hidden “under” the software. Just press “alt” and “tab” and select the printer window. Then print normally.

 

I cannot print any game tickets

 

  1. Is your printer connected ?  (with usb- or wifi)

  2. Can you see the printer on your computer settings under printers ?

  3. Does the software open up the printer selection when pressing print tickets?

  4. Does your printer have paper and ink (ready to print)

  5. Have the songs been uploaded to the software

  6. Can you print other documents normally?

  

Solutions:

Try to restart the computer (and restart software)

Add drivers to your printer

Check that the paper settings are A4  (computer / printer settings)

Put in ink & paper

Open up Windows Printers settings and continue/cancel printing

 

 

 

 

How can I send a NEW download link for the software or a new password/login ?

 

  1. Go to pubentertainment.com management and list customers

  2. Find the customer and go to login

  3. Send the login and download link to email

  4. Instructions and training for the customer can be found on the webpage

 

 

 

 

The game is not running smoothly or runs slowly

  1. What kind of computer are you using, is it slow at general?

  2. Are you running other softwares at the same time?

  3. Do you have a slow internet connection on?

 

Solutions:

Try to restart the computer (and restart software)

Try the software in offline-mode

Open up Windows application manager in windows and close applications you dont need

Try a different computer

 

 

 

 

The game is stopped or downloading has stopped

  1. Is your internet connection ok?

  2. Do you have pending Windows updates in your computer?

 

Solutions:

Log out and log back in.

Try to restart and update the computer (and restart software)

Last option: create a new login in management with demo license (and logout + login)

 

 



I cannot sign in to the software (or it tells I`m offline)

  1. Have you lost your login or password?

  2. Is your computer online?

  3. Have you got multible windows opened of the same SMB software (use only one window)

  4. Does your windows have a pending update on it?  (update windows & restart)

 

Solutions:

Restart the computer (if tells offline)

Send new login & password from management ( if wrong password /login)

Make sure that the computer is online when starting the software

Try diffirent Wifi or Broadband options if possible. (if tells offline)

Only open the game once, and shut down multible game windows

Restart and update Windows  (and restart software)

 

 

 

 

 

 

 

 

I cannot select music or play music for this week

  1. Have selected the music earlier and printed tickets?

  2. Is your licence active?

  3. Have you played all of your rounds?

 

Solutions:

Reset the software and select new rounds. (7 times R-letter)

See license details in top right corner menu, is the license active and rounds left

If you have selected the music and printed out game tickets you cant change the music before playing the selected OR reset.

 

 

 



Sounds are not working on the sound system

  1. Have you connected the computer with a HDMI cord to a screen?

  2. Have you opened the windows sound settings?

  3. Can you hear the music in your computer if you plug off the HDMI?

 

Solutions:

Open Windows sound settings and set the computers own speakers as default

Make sure the sound “source” is your computers own speakers, then the music comes from the 3,5mm plug.

 

 

 

 

Picture is not showing on the screens

  1. Have you connected the picture cables to the Computer?

  2. Does the picture work with another device or source from that cable?

  3. Have you checked your Windows screen / display settings?

 

Solutions:

Check that the cables are working and connected properly

Try out the picture from another source like: TV-box, another

Check the computer picture options, make sure that the it is set to “copy/mirror the screen”

 

 

 

 

I cannot continue the game

 

  1. Are on a break on the game?

  2. Is your internet connection slow?

  3. Is your computer slow as general?

 

Solutions:

Remember to add the player count on the break

Restart the software (log out & log in)

Reset the software( press 7 x R-letter)

Restart the computer and the software

 

 

 

 

My license is not active OR I have played all my rounds

 

The license can end with 2 reason: 1. Out of time 2. Out of rounds

 

Solution:

Check the time and played rounds

Add a new license on the management OR add more rounds

Tell the customer to log out and log back in

Last option: create a new login in management with demo license (and logout + login) also inform Harri & Sisu



 

 







I want to use my laptop and desktop at the same time while running the game

 

Solution

Go to the picture/display setting and make 1 & 2 screens. Then you can move the game to the 2 window and use the computer on the 1 window.