Troubleshooting

Quick-reference guide for common problems during MooveTeam events. Organized in two sections: organizer problems (solved in MooveTeam CMS) and player problems (solved on the device).

Keep this page open on your phone or tablet during live events.

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Organizer problems

These problems are solved from the MooveTeam CMS back-office.

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A team’s device died or crashed

Symptom: A team stops reporting GPS positions and cannot complete challenges. Their device is unresponsive or broken.

Fix:

1. Open the Teams tab for the event: Event — Teams.
2. Find the affected team in the list. The Details column shows which device is currently assigned to the team.
3. Click the person icon (Unassign device) on that team’s row. This disconnects the old device from the team.
4. Hand the team a new device. Have them scan their QR code again to re-register.

Note

Unassigning a device does not delete the team’s results or GPS history. Only the device binding is cleared.

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GPS not working at this location

Symptom: Teams are physically at a challenge location but the app does not activate the challenge. GPS signal is weak or unreliable (indoor venues, urban canyons, dense buildings).

Fix:

1. Open the event’s General Data tab: Event — General Data.
2. Enable the checkbox “Allow players to click over map icons to activate challenges”.
3. Save the event.
4. Tell teams they can now tap challenge pins directly on the map instead of relying on GPS proximity.

Tip

Memorize the location of this checkbox before every event. It is the fastest workaround for GPS issues at a venue.

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A team is stuck on a broken challenge

Symptom: A team cannot complete a specific challenge (wrong answer expected, media not loading, or challenge is misconfigured) and they are blocked from progressing.

Fix — Option A: Reassign the team to a different segment.

1. Open the segment tracking view: Event — Live Control (Segment tracking section).
2. Select the stuck team and reassign them to a different segment. This sends a push notification to the team’s device, forcing the app to switch segments.

Fix — Option B: Score the challenge manually.

1. Open the scoring dashboard: Event — Live Control (Scoring and challenge tracker section).
2. Use the Power Scoring tab to manually award points for that challenge.
3. Alternatively, open Event — Results and create or edit a result record directly.

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Team can’t scan QR code

Symptom: A team’s printed QR code does not scan, or the app rejects it.

Fix:

1. Open the Teams tab: Event — Teams.
2. Go to the QR Code sub-tab to verify the codes are correctly generated.
3. If the printout is damaged, reprint from the QR Code sub-tab.
4. If scanning still fails, manually assign the team by using the Unassign device action on their current (broken) registration, then have them scan a freshly printed code.
5. As a last resort, note the team’s localizer code (e.g., “5060-6E0”) and enter it manually in the app if supported.

Note

QR codes contain a registration token (e.g., “5060-6E0”). Verify the printed code matches the one shown in the QR Code sub-tab.

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Event won’t start

Symptom: You click Start but the event does not begin, or the pre-start page shows a problem.

Fix — Check these items in order:

1. Credit balance: The pre-start page shows your current credit balance and the cost (1 credit per playing team). If the balance is insufficient, purchase more credits first. Check your balance in User Menu → Credits.
2. Active sale: Real Game mode requires an active, paid sale whose authorization period covers today. If no valid sale exists, the system defaults to Demo mode (max 2 teams). Contact your MooveTeam account manager to confirm or create a sale.
3. Team count: Verify at least one non-staff team exists in the Teams tab.
4. Pending jobs: The pre-start page shows whether background jobs are still processing. Wait for them to finish before starting.
5. Event state: If the event was previously started, it may already have an active time window. Check the start/end dates.

Danger

Starting an event clears all previous results, GPS positions, gadget inventories, messages, and device registrations. See Live Control — Starting an event for the full list of what is reset.

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Accidentally pressed Restart instead of Stop

Symptom: You pressed Restart thinking it would end the event. All results, GPS positions, photos, and device registrations are gone.

Unfortunately, this cannot be undone. Restart permanently deletes all event data and resets the event to a fresh state. There is no recovery mechanism.

Prevention:

• Always press Stop to end an event. Stop preserves all data.
• Restart is only for re-running the same event from scratch (e.g., running the same route with a different group the next day).
• See the Stop vs Restart warning in Live Control.

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Photo export email not arriving

Symptom: You exported event photos but never received the download link by email.

Fix:

1. Check your spam folder. The email comes from the address configured in Mail Settings — if no custom SMTP is set, it comes from the platform default.
2. Verify your email configuration. Go to User Menu → Mail Settings and confirm the SMTP settings are correct. Send a test email to yourself.
3. Wait. Photo exports for large events can take several minutes to process. The email is sent after all photos are packaged.
4. Re-export. From the events list → row dropdown → Photo slideshow, trigger the export again.

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Results not appearing

Symptom: The event has ended but no results show in the admin results table or the public results view.

Fix:

1. Confirm the event is stopped, not just expired. Open Event — Live Control and verify the event state. Stop the event explicitly if it is still technically running (end date in the future).
2. Wait for sync. Results are recorded as teams complete challenges. If the event just stopped, allow a few minutes for any remaining data to sync from mobile devices.
3. Check the results page. Open Event — Results and verify records exist. Use the search/filter to look for specific teams.
4. Check the public results page. The public results page (accessible from the event’s action menu) may show results even if the admin view is slow to load.

Note

Stopping an event backdates the end time by 3 minutes and finalizes the game session. It does not delete any data. Results, GPS positions, and photos are preserved for reporting and export.

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Wrong scores showing

Symptom: A team’s score is incorrect, or points were awarded/deducted incorrectly.

Fix:

1. Open Event — Results.
2. Find the incorrect result record using the search filter.
3. Click Edit on the result row to correct the points value.
4. To change points inline without opening the full edit form, use the inline edit option available from the scoring interface.
5. If a result should not exist at all, use Delete to remove it.
6. To add a missing result, use Create to add a new result record for the correct team and challenge.

Tip

Check the challenge’s scoring configuration first. If points are consistently wrong for one challenge type, the issue may be in the challenge setup rather than individual results. See Event — Challenges.

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Event package too large

Symptom: The pre-start page shows a very large event size in MB, the event takes too long to start, or the mobile app is slow to download the event package.

Fix:

1. Open the event and use the Optimize action from the event edit page.
2. The system scans all challenge HTML content (introductory text, correct answer text, wrong answer text) and strips embedded base64 images, redundant HTML tags, inline styles, and oversized markup from copy-pasted content.
3. The response shows how many bytes were saved.
4. The optimization preserves the visible text and gallery image references — only markup bloat is removed.

Tip

Run this after importing events from XML or after heavy editing of challenge HTML content. Events with content pasted from Microsoft Word or rich-text editors are especially likely to benefit.

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Player problems

These problems are solved on the player’s device (MooveXR or MooveGoXR).

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App won’t connect / login fails

Symptom: You enter a locator code but the app shows an error or hangs on a loading screen.

Fix:

1. Check your internet connection. The app requires an active connection to log in.
2. Verify the locator code. It’s case-insensitive but must match exactly. Ask the organizer to confirm the code.
3. Check if the event has started. If the event hasn’t been started yet by the organizer, the app may show a waiting screen.
4. Try a different login method. If typing the code fails, try scanning the QR code or tapping the deep link (MooveGoXR).

See How to join an event for the full list of error codes and fixes.

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Challenge won’t activate

Symptom: You’re standing at a challenge location but nothing happens when you approach the marker.

Fix:

1. Check the activation method. The challenge may require a QR scan, activation code, or beacon proximity — not GPS.
2. Check GPS permissions. Set location access to “Always” or “While using the app” in your phone settings.
3. Get closer. GPS accuracy varies — try moving within 10 meters of the marker.
4. Check segment restrictions. The challenge may belong to a segment you’re not currently in.
5. Ask the organizer to enable map-tap activation. This is the fastest workaround.

See How to fix GPS problems for detailed instructions.

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GPS not tracking my position

Symptom: The blue dot on the map doesn’t move, is in the wrong place, or doesn’t appear at all.

Fix:

1. Check location permissions — set to “Always” or “While using the app”
2. Go outside — GPS needs a clear view of the sky
3. Wait 10-30 seconds — GPS needs time to get a fix after opening the app
4. Keep the app in the foreground — some phones reduce GPS accuracy for background apps
5. Enable Wi-Fi — helps triangulate position even without a connection
6. Restart the app if the position seems frozen

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App crashed / phone died

Symptom: The app closed unexpectedly or the phone ran out of battery.

Fix:

1. Reopen the app. Your progress is saved automatically.
2. Wait for reconnection — the app detects the saved session and resumes.
3. If the app asks to log in again, re-enter your locator code. The server reassigns you to your team with all results intact.
4. If another device took your code while the app was closed, ask the organizer to unassign the conflicting device.

See How to rejoin after a crash.

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Score not updating

Symptom: You completed a challenge but your score on the ranking hasn’t changed.

Fix:

• For photo/video and open-text challenges: These require manual staff scoring. Your points appear once a staff member reviews your submission. Be patient.
• For auto-scored challenges (quizzes, puzzles, mini-games): Leave the ranking screen and return — this forces a refresh.
• If the ranking tab is hidden: Staff may have temporarily suspended the ranking to build suspense before final results.

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Photos won’t upload

Symptom: Photo challenge submissions seem stuck or don’t complete.

Fix:

1. Check your internet connection. Photos are uploaded immediately after submission.
2. Check camera permissions. The app needs camera access for photo challenges.
3. Check storage space. If your phone is full, the camera may fail silently.
4. Don’t close the app during upload — wait for the confirmation before navigating away.

The app queues uploads when offline. They’ll send automatically when the connection returns.

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Related pages

Organizer resources

• Event — Live Control — Starting, stopping, tracking, and scoring
• Event — Teams — Team management, QR codes, device assignment
• Event — Results — Results list, scoring, export
• Event — General Data — Event settings including GPS click toggle
• Event — Segments — Segment configuration and reassignment
• Go-Live Checklist — Step-by-step preparation for event day

Player resources

• How to join an event — Login methods and error codes
• How to fix GPS problems — Permissions, accuracy, and workarounds
• How to rejoin after a crash — Session persistence and device conflicts
• How to complete a challenge — Activation, gameplay, and submission
• Your first event — Complete player journey from download to results