Skip to main content
Find the problem below. Keep the current Room Dashboard open until the Room Session is saved.

​
Live View does not open

  1. Check that the browser didn’t block the new window.
  2. Look in the taskbar and on other displays for a Live View window that is already open. Don’t open several for the same Room.
  3. If it opened on the wrong display, move it before using fullscreen.

​
Live View is open but looks wrong

  • Check that the correct Room is open.
  • Exit fullscreen, move the window to the right display, and check its scaling and resolution.
  • If the layout itself is wrong, fix Live View before the next group.

​
A message or Clue does not appear

  • Check that Live View is open and the correct Puzzle is selected.
  • Check the Session Log before sending it again.
  • Clear Live View removes what players currently see; use it only on purpose.

​
Audio or media does not play

  1. Check the Room Station’s output device and volume.
  2. Open the Audio mixer and check that the file exists and isn’t muted.
  3. Check that the browser is allowed to play or capture audio.
  4. Try the control once more.
If a file is missing, use a safe alternative and repair the Room before the next group, rather than changing its setup mid-game.

​
The timer needs correction

  • Type the number of minutes (negative to take time away), then select the Minute(s) button. Check the new time on both the Room Dashboard and Live View.
  • Avoid the speed controls during a real game.

​
The Room Station loses its connection

  • Keep the Room Dashboard and Live View open. Don’t refresh or sign out.
  • Continue only if the app shows the Room is available offline.
  • When the connection returns, let any waiting Room Session sync.

​
The Room Session does not save

  1. Keep the completion dialog or recovery state open.
  2. Confirm every required field, including the Game Master and player details.
  3. Submit once and wait for the result.
  4. If the application reports a pending or rejected record, preserve the Room Station state and follow the displayed recovery action.
Do not clear browser data, remove the offline download, or discard a pending or rejected Room Session unless you intend to permanently remove that local record.

​
An application update is ready during a game

Finish and save the current game first. Update now stays disabled while this browser profile has an active game, including one in another Escape Director window.

​
Escalate to support

Use Troubleshoot and Get Help when the safe steps above do not restore operation. Include the Room name, visible error, browser, operating system, and whether the Room Session is still active or waiting to save.