38. Troubleshooting
This chapter lists problems that may occur, with their most likely causes and remedies. If your problem is not listed, contact support.
→ See Log Files and Getting Support.
Starting CTM and Your License#
| Problem | Cause and remedy |
|---|---|
| Invalid License appears at startup. | The license server rejected your key. Read the reason in the message. Make sure you are using the installer that matches your license: a Basic key cannot activate the Pro edition. If the reason is unclear, contact support. |
| Activation Not Possible, or the first activation fails. | The first activation requires an internet connection. Connect the computer and try again. |
| License Check Not Possible with Retry. | CTM has not reached the license server for more than 14 days. Connect to the internet and click Retry. Start CTM with an internet connection at least once before each event you travel to. See Using the Software Offline. |
| Offline Mode notice at startup. | CTM could not reach the license server, but you can still work offline for the number of days shown. Connect to the internet and restart CTM soon. |
| The server response is outdated. | The date or time of your computer is wrong. Correct it in Windows and start CTM again. |
| This license has already reached its maximum number of activated devices. | A license is valid for one computer. See Using CTM on a Second Computer. |
Data and Database#
| Problem | Cause and remedy |
|---|---|
| Synchronization May Not Be Complete at startup. | The database is stored in a cloud or network folder that is still synchronizing. Wait until it has finished, and then start CTM again. See Using Cloud Folders and Several Computers. |
| Possibly Still Active on Another Device at startup. | The database was in use on another computer only moments ago. Close CTM there before you continue. |
| Your data is gone or looks old after an update or a move. | CTM may be using a different database folder than before. Check the folder on INIT page 2. If the data is lost, restore a backup. See Database Folder and Restoring a Backup. |
Game Dashboard#
| Problem | Cause and remedy |
|---|---|
| NO ACTIVE EVENT or NO ACTIVE EVENT! | The dashboard needs an active event. See Activating an Event. |
| No valid shooter found, or ACTIVE SHOOTER shows NO SHOOTER. | No player has a position. Open POS OF PLAYERS and enter the positions. See Assigning Positions. |
| RESET TO COME OUT ROLL FIRST! | The state is POINT WON or SEVEN OUT. Press RSET COME OUT ROLL. |
| The dice buttons and other buttons are grey. | The table is closed. Press OPEN TABLE. |
| A wrong roll was recorded. | Press CORRECT and record the right roll. |
| Parts of the dashboard are cut off. | Windows display scaling is above 100 %. Set it to 100 %. |
Events and Finance#
| Problem | Cause and remedy |
|---|---|
| An event cannot be activated. | Read the message in the ScratchLine. The event must be PREPARED, no other event may be active, and it needs players with positions and a complete checklist. See Activating an Event. |
| A promotion cannot be booked twice. | A player can receive a promotion only once per event. To book it again, refund the first booking. |
| A transaction cannot be refunded. | It has been refunded already, or it is itself a refund. |
| A date is rejected as FORMAT ERROR. | Enter the date in the order of the selected date format, and check that the date exists. |
Printing#
| Problem | Cause and remedy |
|---|---|
| Nothing prints. | Select the correct printer and paper size in the print window, and check that the printer is switched on and connected to Windows. |
| The header image is cut off or missing. | Choose an image of up to 21 × 5 cm on INIT page 3. |
Digital Signage, Light, and Sound (Pro)#
| Problem | Cause and remedy |
|---|---|
| The digital signage does not appear on the second screen. | Connect the second display and configure it in Windows before you open the digital signage. See Setting Up the Second Screen. |
| The slideshow stays empty. | Check that the media folder contains JPG, PNG, or MP4 files, and select the folder again on the SIGN page. See Starting the Slideshow. |
| The lights do not respond. | Start loopMIDI before CTM, and check that the port name contains CrapsLight. If you started loopMIDI later, restart CTM. See Requirements. |
| DASLIGHT VIRTUAL CONTROLLER cannot open the show. | The show file was not found at the selected location. Choose the file on INIT page 2. |
| A sound does not play. | Check that sound effects are switched on, and that the sound files in your sound effects folder have the correct names. See Sound Files. |
| The Bonus Wheel or Promo Wheel does not start. | The presentation file was not found, or PowerPoint could not start the show. Select the file on INIT page 2, and make sure that PowerPoint is installed. See Bonus Wheel and Promo Wheel Files. |
| The jackpot shows ***. | The jackpot is off, or a fixed Wheel Jackpot has the amount 0. Switch the jackpot on at INIT page 2, or enter an amount for WheelJackpotFixedValue. |
| The jackpot buttons are missing on the dashboard. | You are using the Basic edition, or the jackpot is off. Switch it on at INIT page 2. |
| Changes in JackpotConfig.txt have no effect. | Save the file, and check that amounts use a period as decimal separator and that every key is spelled exactly as in the file. |
| The JACKPOT HIT! window does not appear. | The mode must be SIDE BET JACKPOT, at least one player must be checked in, and each roll has a chance of 1 in SideBetHitOdds. For a test, set SideBetHitOdds to 1. |
| The winner screen does not appear on the second screen. | Start the digital signage on the SIGN page before the jackpot hits. |
| The winner screen shows no logo. | Place an image named jackpotlogo in your media folder. |
| Players are missing in the CHECK-IN window. | Only players with a position in the active event appear. Assign positions on the POS OF PLAYERS sub page, and activate the event. |