What you're seeing
Network issues can manifest in a variety of ways, often these issues are sporadic. If you experience one of the below it may be due to network issues:
Kiosk interactions are not reflected in game e.g. You start a game on the kiosk, but the game does not load on the TV
Calibration is not saving reliably
On the kiosk, one or several of the components in the 'Status' tab are showing as unavailable
The 'Can't reach Neoshuffle PC' dialogue is appearing on the kiosk periodically
Resolution Steps
- Ensure that both the kiosk and PC are connected to the network via Wi-Fi or Ethernet
- Check that the ethernet cable is not damaged, if you are unsure if your ethernet is working as expected a quick way to check is by plugging the cable into a laptop or other device
- Check if the problem persists when only one machine is online
- If having only 1 machine on at a time resolves the issue it is likely an IP conflict, please contact GXT directly to have this reconfigured
When to contact GXT Support
If you've tried the above and it's still broken, contact GXT Support with:
- Affected lane(s) (lane ID)
- When it started
- Any recent changes (new Wi-Fi equipment, construction, devices added)
- Whether it affects one lane or multiple simultaneously
- Whether the kiosk is on Wi-Fi or wired
- Whether any other venue devices (POS, staff phones) are also struggling
When to escalate to venue IT
- Contact GXT first, if you're not sure whether it's a network problem, the game screen or kiosk is showing an error, if all lanes dropped at the same time, or dropped the moment a new device (another lane) was powered on.
- Involve venue IT, if other devices on the venue's network are also struggling (POS is slow, staff WiFi is dropping), or if GXT has already confirmed it's a network-side issue.
Notes
- Do not keep restarting the computer hoping the problem fixes itself - if it's a network issue, restarting won't help.
- Do not move the kiosk onto a guest WiFi network, these often have additional security measures that are incompatible with Neoshuffle.