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Operational Decisions for Trouble Cases

On the event day, problems can come not only from the app itself but also from devices and the communication environment. This page summarizes how to think when making decisions on site.

What to separate first​

  • Whether the problem affects only one participant
  • Whether the same problem is happening to multiple participants
  • Whether it is caused by device settings
  • Whether it is caused by communication or location conditions
  • Whether it happens before the start, during play, or at the finish

Basic decision principles​

  • Can you preserve fairness of the record?
  • Can you apply the same standard to other participants?
  • Can you keep a record that can be checked later?
  • Is there any safety risk?
  • Should the participant be kept waiting, or should they move on first?

First check Troubleshooting and supported environment and the related FAQ, then consider the following organizer-side approach.

Common ways to read trouble cases​

If it happens to only one participant​

  • It is likely to be a device setting or permission issue
  • First check location settings, network, camera permission, and similar items on the participant device
  • Have reception or start support staff handle it

If it happens to multiple participants at the same time​

  • Suspect the network or GPS environment around the venue
  • Also check event visibility, category settings, and start position settings
  • Instead of handling only participant by participant, consider giving a general announcement or changing the operation method

Problems that often happen before the start​

Cannot log in​

  • Check radio or network conditions
  • If the event does not require approval, do not let the queue stop too long
  • If you need to match people with a pre-registration list, keep a record that lets you confirm identity later
  • The app also allows starting without logging in, but a warning about saving play records is shown and it becomes harder to match the record to the person later. For events where records must be kept, make completing login a condition for passing reception

Event or course does not appear​

  • Check that the event and categories are public
  • If communication is unstable at the venue, let participants who can already see it prepare first
  • If the problem affects only some users, suspect the device side. If it affects almost everyone, check visibility settings or connectivity first

Cannot start​

  • Check whether location is available and whether the participant is close enough to the start point
  • A short practice course can make it easier to separate the cause
  • If the start simply will not respond because of GPS, the app offers an option to "skip the start point" and begin play (the record may be treated as a reference). Decide in advance whether to allow skipping and how to handle such records, so there is no hesitation on site
  • If it still does not work, record the time and situation on the organizer side

"Requires the latest version" is shown and they cannot enter​

Events that have bonus points (Bonus QR or Combo Bonus) set cannot be joined with an old app that does not support the feature, and "This event requires a newer version of the app." is shown.

  • On-site handling on the day is basically to guide participants to update the app. Because weak reception at the venue can make it hard to reach the App Store / Google Play, always tell participants in the advance notice to "update to the latest version" beforehand
  • If some participants simply cannot update, the organizer decides whether to keep using bonus points for that event. Deleting all of the Bonus QR codes you created lifts the block. On the other hand, deleting a Combo Bonus rule does not lift the block (once set, it remains permanently). Note that when a lockout happens on the day, a Bonus QR event can still be salvaged, but a Combo Bonus event cannot
  • This is exactly why you should avoid "just trying out the setting." Verify before the event on a separate test event, not on the production event

Problems that often happen during play​

Cannot punch​

  • Check whether the participant is close enough to the spot
  • Check whether the current location display shows a large offset
  • If the app still does not react, ask the participant to keep a photo with the standard camera
  • If you may accept the passage later, have staff also record the time and place

Camera does not open or the photo does not upload​

  • First confirm whether the punch itself was recorded
  • Missing permission or communication trouble is common
  • Guide the participant to keep a photo with the standard camera so it can be used later
  • Photos can be uploaded later. During play, use the visited-spots list; after finishing, use the relevant spot on the results screen, to select and upload a photo from the device (including ones taken with the standard camera). Sharing this premise at reception or in the briefing reduces confusion on site

The app crashed or the battery died​

  • Check whether play can resume after restarting the app
  • If not, paper maps or a printed control list (CP list) make fallback operation easier
  • If records can still be kept with another camera or the standard camera, those may help support a finish decision later

Problems that often happen at the finish​

Cannot finish​

  • Check whether the participant is close enough to the finish point
  • Check whether the current location display is offset
  • If it still does not work, record the finish time manually
  • Also reflect the case in the participant list so return confirmation is not missed

From the results screen, the organizer can change the relevant activity from DNF to finished, adjust the score, or edit the start and finish times. If you recorded the correct time by hand, you can enter it in the app afterwards, and the elapsed time and rankings are recalculated automatically. If a participant is left stuck in the playing state, the organizer can also force-stop play (this cannot be undone, so it is safer to do it only after reaching the person). For how to do this, see Results and Data Export.

Results or photos do not appear immediately​

  • Communication trouble is likely, so check again later or from another device first
  • Even if the result screen does not appear immediately, standard camera photos and field notes can still support a finish judgment

Good fallback methods to decide in advance​

  • Paper map
  • Printed control list (CP list)
  • Taking photos with the standard camera
  • Staff recording time and situation
  • Return confirmation with the participant list

What staff should align in advance​

  • Which trouble cases can be accepted by field judgment
  • Who makes the final decision
  • What information should be kept as a record
  • Who should receive escalation when the issue affects safety