GM Quick Reference

Live Session Troubleshooting.

A fast-response operational guide for Game Masters resolving headset, controller, audio, network, and scoreboard issues during live sessions.

Purpose & When to Use
Use this guide during a live session when an issue affects gameplay. Work through the relevant section before calling Support.

Most disruptions can be resolved in minutes when approached systematically.

Download the printable GM Quick Reference (2 pages): :contentReference[oaicite:0]{index=0}

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Start Here: Is the issue affecting ALL headsets or ONE device?

• All Devices → Start with Portal / Outage
• One Device → Go to Single Device – Hot Swap Procedure

Why this matters:
Multiple failures usually indicate infrastructure (network, AP, server). Single failures usually indicate power, pairing, or hardware.

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1. Portal / System Outage

Use this section if: The Portal does not load or sessions cannot start.

1. Test the Portal on a second device (phone or another PC).
2. If it loads there, investigate local network (go to Launcher / Network).
3. Check internal comms for a confirmed Zero Latency outage.
4. If outage confirmed, note start time and inform customers.
5. Restart the browser completely.
6. Clear cache (Ctrl + Shift + Delete) and retry.
7. Open an incognito window and test again.

Customer Message:
“We’re experiencing a temporary system issue and are working to resolve it. We’ll get you into your session as soon as possible — sorry for the delay.”

Expected Outcome: Portal loads successfully or outage is confirmed.

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2. Headset – Black Screen / Frozen / Tracking Lost

1. Check Launcher first. If “Downloading” or “Executing” appears, wait. Do not restart.
2. Check LED and battery level.
3. If no LED → lost power. If 0% battery → swap headset.
4. Ask the player: is it a black screen or frozen image?
5. Send Restart command from GM PC. Wait 60–90 seconds.
6. If unresolved, restart assigned Streaming Server.
7. If still unresolved, swap headset.
8. Last resort (black screen only): Hold power 10 seconds → wait 10 seconds → power on.

If 2+ headsets lose tracking:
Treat as a Network / Access Point issue. Move to Launcher / Network.

Expected Outcome: Headset reconnects and tracking stabilises.

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3. Audio Issues

Player Can’t Hear Game

1. Check headset volume in GM Launcher.
2. Confirm no errors shown.
3. Physically check headphone jack is fully inserted.
4. If reconnected mid-session, restart headset.

Mic Not Working

1. Confirm you are using the built-in headset mic (not headphone stalk).
2. Brush mic opening lightly and listen for scratching.
3. If no response, check headphone connection and restart headset.

Player Hears Others but Is Not Heard

1. Send Restart command to that headset.

GM Can’t Hear Players

1. Open Sound Settings on GM PC.
2. Confirm correct output device selected.
3. Reinsert HyperX USB dongle if required.

Expected Outcome: Two-way communication restored.

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4. Controller Issues

Power Cycle First: Turn off → wait 5 seconds → turn on.

• Flashing Yellow PCB: Wrist Tracker disconnect → reseat USB-C → power cycle.
• Flashing Red: Critically low battery → remove from play → swap → charge.
• Solid / Pulsing White: Check gun number matches player → if correct, restart headset.
• No Light: Charge 5 minutes → if no response, swap.
• Backwards Orientation: Flip or reassign on GM PC.

Debug Mode (Button Test)

1. Turn controller off.
2. Hold blue side button + green reload button.
3. Turn on while holding.
4. Test buttons and pump slide — LED changes colour when registered.

Expected Outcome: Controller reconnects and weapon visible in headset.

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5. Launcher / Network

1. If Streaming Server missing → power off that PC → power on → wait 2–3 minutes.
2. If still missing → contact Client Services.
3. If game won’t launch → check for Downloading / Executing indicators.
4. Confirm correct game selected and all slots assigned.
5. If issue persists, note game version number and report to Client Services.
6. If multiple headsets missing → check AP lights:
   • Blue = active, clients connected
   • Green = active, no clients
   • Cycling = starting up (wait)
7. If APs appear normal → restart network switch → wait 3–5 minutes.

Expected Outcome: All headsets visible and session launches successfully.

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6. Scoreboard Issues

1. Confirm End Session window appeared.
2. Remember scores only populate after session ends.
3. Check Game Results in Portal.
4. If visible there but not on screen → display connection issue.
5. Wait 2–3 minutes and refresh.
6. Confirm display powered on and correct HDMI input selected.
7. Restart scoreboard app if delay exceeds 5 minutes.

One Player’s Score Missing?
Headset likely disconnected before session end. Note the session in your support ticket.

Expected Outcome: Scores display correctly on spectator screen.

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7. Single Device – Hot Swap Procedure

Swapping a Headset

1. Pause the session from GM PC.
2. Retrieve spare from charging rack (confirm >50% charge).
3. Assist player in swapping headset.
4. Reassign spare to player slot on GM PC.
5. Resume session.

Swapping a Controller

1. Power cycle controller first.
2. If still not working, pause session.
3. Retrieve spare controller and spare headset (both >50% charged).
4. Assist player in swapping both devices.
5. Reassign spare headset in GM PC.
6. Resume session once player confirms working.

Expected Outcome: Player rejoins session with minimal downtime.

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When to Call Support

• Portal/system outage affecting all sessions and unresolved within 15 minutes
• 2+ headsets fail simultaneously and network steps did not resolve
• All relevant troubleshooting completed and session still blocked
• Hardware failure beyond device swap (e.g. full AP failure, power outage)

Have Ready When Calling:
Venue name & code
What you were doing
Steps already tried
Number of affected devices
Any error messages shown