Troubleshooting

The count shows how many of the TVs picked for this game are connected right now. For a TV that's missing:

• Make sure the TV is on, the SoundCheck Trivia TV app (or the display page) is open, and the venue's internet is working.
• Give it a moment. A TV that loses its connection reconnects on its own and picks the game back up where it is.
• Use the Displays control on the host game screen to check the TV is selected for this game. You can add or drop TVs at any time during the game.

A TV can only be in one running game at a time. If it's shown as busy with another game's number, it's being used by another game at the venue (or at another venue it's linked to). Pick a different TV, or end the other game first.

Only TVs paired to the venue are listed. Pair the TV in Display Management, then open the Displays control again. Casting from the Host app or Chrome, and Open TV window on a laptop plugged into a TV, also work for any game.

Each TV app shows one status in Display Management:

• Ready: the TV has confirmed it holds every file it needs.
• Downloading N of M: the files are on their way.
• Waiting for this TV to come online: your changes are saved, and the TV downloads them the next time it's on and connected.
• Not enough space (needs X MB more): the TV didn't have room when it went to download.

Every TV keeps some space free so the device itself never fills up. To make room, do any of these:

• Remove some screens from that TV's offline rotation.
• Untick that TV for the screen you're saving.
• Free up space on the device itself, for example by uninstalling apps you don't use.

Offline promo screens need the SoundCheck Trivia TV app on a compatible device with storage. Smart TV web browsers, casting and Open TV window show the game only, and need the internet. See the device chart in the FAQ.

After a power cut or restart, the TV app opens on its own once it's allowed to:

• Google TV and Fire TV: during setup the app asks for Display over other apps. If that step was skipped, Display Management shows the TV as Won't open by itself after a restart, with a button to fix it.
• Fire TV devices on Vega OS: where the device has no way to open an app at startup, Display Management shows Won't open by itself after a restart. Open the app with the remote after a power cut.

The remote's power button only puts the device to sleep. Wake it with the remote and it returns to the TV app.

Check the code on the TV and try again. Game codes are 6 characters and never contain the number 0, so a round character is always the letter O. A code only works while that game is running.

Type the game code at soundchecktrivia.com/join instead. No phone, or still stuck? The host can add any team by name from the host game screen.

The game keeps running. Open Game Manager for the venue and press Go to game on the running game to pick up where you left off. The TVs keep showing the current screen while you reconnect. You can also open the game on another device; several host devices can run the same game.

Save or export the video as an MP4 and upload it again. Trying again from a computer in Chrome can also help.

TV screen videos can be up to 20 seconds. Trim it and upload it again.

• Check your spam or junk folder, and add noreply@soundchecktrivia.com to your contacts.
• If an email to your address bounced, or an email was marked as spam, we stop sending to it. Contact support and we'll check it for you.

Game-day reminders come as one email on the morning of a day you have games at venues you've played at, followed or reviewed. Check Manage Notifications: each venue has its own All Reminders setting, for email and for push.

Your venue is never locked. You can keep using your paid game credits; only an unused credit given for the failed payment is removed, and it's added back when the payment clears (see below). You stay listed in Find a Game while you have games scheduled or usable credits. Open My Subscription to pay the amount due with a card or another bank account. New weekly credits start again once the payment has fully cleared.

A credit given while a payment is still processing is removed if that payment fails and the credit hasn't been used yet, because it wasn't paid for. When the payment clears, it's added back as a new credit, good for the usual number of days from that day. A credit you already used to play a game stays used. Credits from earlier paid terms aren't affected and can still be used.

Your bank will retry the payment automatically. A new payment can't be started until that retry finishes; My Subscription shows the date it will finish by.