SOS Emergency Instructions

Don’t panic!  Fix the most common emergency issues with step-by-step instructions.

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NEED URGENT HELP?  If you can not find the solution on this help page, call the Event Services Hotline.

Additional Help Resources:

Use this form to:

  • Report a bug
  • Describe a problem
  • Submit a suggestion

DO NOT use this form for urgent issues that require immediate attention.

NEED URGENT HELP?
If you can not find the solution on this help page, call the Event Services Hotline.

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Learn about the newest updates and latest features:

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Last Minute Changes to Players & Teams

How to ADD, SWAP, or REMOVE a player from a bracket or round robin group:

Change any players, teams or Byes for any match if the participants have not yet played any matches in the event. This is commonly used to fill a Bye spot to accommodate a late entry or to add someone that was left out.

How to use the “Switch Player” tool

For KNOCKOUT Brackets:
(This works for singles events AND team events; for team events, you can swap out one or more players on a team)

  1. Click on the match you want to change to open the match card (Tip: Click on Player Names).
  2. Next go to Advanced Options and click “view.”
  3. Click “Confirm” for the “Switch Player” option and confirm which player you want to change.
  4. Type in the search box or scroll through the player list to find the new player you wish to add, or select “Bye” instead.
  5. Click “Confirm” to complete the change.
  6. If the new player has not checked in, add them to the Master Roster and then refresh the bracket program to update the available player list
  7. The bracket page will now auto-refresh to reflect the change
  8. If screen appears stuck, refresh the page and check the bracket to see if new player is listed, if not, try again

For ROUND ROBIN (Group Play) Events:
(NOTE: For Round Robin this currently works with singles events ONLY)

  • Adding a player to a group [Learn How]
  • Swapping a player with a different player [Learn How]
  • Removing a player who has withdrawn & deleting their match data [Learn How]

NOTE: If the player has already played a match, but you are allowing them to be replaced, do the following.  To swap out this player,  you must first reset any matches they have played. In Group Play, this must be EVERY match in which they have a score recorded.

Related Tools:
How to Reset a Match

If for any reason a re-draw is required after you have have saved it, use the “Re-Draw Event” tool to reset the competition. This will delete any matches that have already been played.

The event will return to the state just before the draw was done, with the event’s player roster intact, available for editing the player list or recreating the competition.

How to redraw bracket or round robin groups:

  • Open Tools Menu and select “Re-Draw Event”
  • Type the code displayed on screen into the field below it to confirm you wish to redraw
  • Click “Re-Draw Event” button
  • Event will return to state prior to drawing bracket, player changes can be made if needed
  • Once complete you will be returned to the Event Hub
  • Select the event and go to “Edit Player List” to make a change or “Create Bracket/Group Play” to re-create the competition.

Round Robin Group Play – Making Player Changes

Adding A Player

  • From the “Participants” tab, choose the group and click “Add Player”
  • Select the new player from the list of available players
  • Note: The new player must be in  your tournament player list and not currently assigned to a different group in the same event.
  • If the new player is not in your player list, return to the Event Hub and go to the Master List to add the player, then return to the Add Player tool.
  • If the new player does not appear in the list, refresh your browser, then check again
  • After adding the player, wait for the screen to refresh, then double-check the group and make sure the correct player was added
  • If screen appears stuck, refresh the browser again
  • If necessary, use Swap Player to correct a mistake

Swapping A Player

  • From the “Participants” tab, choose the group and click “Swap Player”
  • Select the new player from the list of available players
  • Note: The new player must be in  your tournament player list and not currently assigned to a different group in the same event.
  • If the new player is not in your player list, return to the Event Hub and go to the Master List to add the player, then return to the Add Player tool.
  • If the new player does not appear in the list, refresh your browser, then check again
  • After adding the player, wait for the screen to refresh, then double-check the group and make sure the correct player was added
  • If necessary, use Swap Player to correct a mistake

NOTE: If the player has already played a match, but you are allowing them to be replaced, do the following.  To swap out this player,  you must first reset any matches they have played, including  EVERY match in which they have a score recorded. DartConnect does not recommend this procedure.

Related Tools:
How to Reset a Match

Removing A Player

Note: This will automatically remove the player’s match data

  • From the “Participants” tab, choose the group and player, then click “Remove Player”:


You Will See the Following Confirmation:

  • IMPORTANT: Removing a player is PERMANENT and can not be undone. The player’s match data will be removed and they will be listed as “Player Removed” in the group player list:

Updating Tournament Settings or Match Formats

How to turn off “online” match mode or change an event’s match format (# of legs, etc.):

Match Formats and Round Modifiers (round-specific leg counts) can be reviewed and edited at any point during the competition.

After making changes, re-enter the board # on any tablet to update the scoring app with the new format.

Open the Tools Menu to Edit Match Format or Round Modifiers:

  • VIEW/EDIT MATCH FORMAT will allow the following changes:
    • Number of Sets and Minimum Number of Legs
    • Switch between “Best Of” and “Play All” legs and/or sets
    • Starting rules (Bull Up/Cork, Alternate, etc) for sets and/or legs, including any “Deciding Leg” and/or “Deciding Set” (tie-breaker leg)
    • Option to change game between legs or sets (shows game menu to allow game switching for formats such as “Chicago” and “501-Cricket-Choice)
  • VIEW/EDIT ROUND MODIFIERS will allow changes to:
    • Number of legs played for specific rounds
    • Marking rounds as a “Money Round”

IMPORTANT:

After making a change, do the following to update the scoring app before the next match is played:

  • Re-enter the board # on the scorekeeping device to update settings
  • On the “Select Starter” screen, examine the black buttons to confirm updated leg count
  • If the count is still incorrect, tap the black button to modify it

Reasons to use this feature:

  • The wrong information was entered when setting up the bracket
  • The event is running late and we want to shorten the format

Use “Match Reset” if the wrong player/team has been advanced or an incorrect score has been recorded.

How to EDIT a SCORE or “RESET” a match:

For Knockout Brackets:

To Change A Score:

  • To manually edit a score, click on the completed match to open the match card (Tip: Click on Player Names)
  • Click on the score field to manually enter a score
  • Enter a higher score for the player that advances to the next round
  • If the match needs to be replayed, use the “Reset Match” tool:

To Reset a Match:

  1. In the bracket, click on the completed match to open the match card (Tip: Click on Player Names)
  2. On the match card, select Advanced Options > View
  3. For “Reset Match” click “Confirm”
  4. This match will now be reset, the score will be deleted and players/teams will be reactivated to play the match.
  5. If a board is assigned, the match will automatically be resent to the tablet match listing as available to play.  If you do not wish to replay the match, you can manually enter the score instead.

For Round Robin / Group Play:

To Change A Score:

  • To manually edit the score in the “Match Results” section, click on any score to edit it directly

  • If the match needs to be replayed, use the “Reset a match” tool:

Select “Reset a Match” from the Tools Menu

How to “RESET” a match:

For Round Robin Group Play

  1. From the “Tools” menu at the top right, select “Reset a Match”
  2. Find the match you wish to reset and click the “Reset” button
  3. You will be asked to click “ok” to confirm the change
  4. This match will now be reset and the score and player stats will be deleted
  5. The match will be resent to the scoring app match listing as available to play. If you do not wish to replay the match, you can manually enter the score instead.

If the scoring app is incorrectly set to play matches online or in-Person, do the following to update the tournament setup for either mode:

  • Exit to the Event Hub and open the Tools Menu
  • Select “Advanced Tools”:
  • On the Advanced Tools menu, select “Edit Tournament Setup”:
  • This will return you to the Tournament Setup Wizard where you can re-select the type of format you want, select “In-Person,” “Online” or “Mixed”
  • To update the app with the new setting, re-enter the board # on the scorekeeping device

The following types of changes can only be done by DartConnect:

  • Adding an event
  • Changing an event’s game menu
  • Changing an event’s team size (singles, doubles, triples, quads or blind draw)

If you require any of the above, send an email to events@dartconnect.com or call the event services hotline if this is urgent.

Matches Are Missing from the Scoring App or DCTV

What to do if a match isn’t appearing on the match list in the app or on DartConnect TV:

First, check the following:

  • Make sure you have clicked both the “Publish” and “Go Live” buttons to send matches to the scoring app
  • Double-check that the board has been assigned in the bracket program. Remove the board and reassign the same board or a different board and then re-check the app’s match list.
  • Check that the tablet is successfully connected to WiFi and has an Internet connection, if disconnected, connect tablet and try again to update match list
  • Try to resolve above issues before resorting to manual match creation

If necessary, create the match manually – FOLLOW THESE STEPS:

  1. On the board match list page, click button: “Create an Event Match”
  2. Pick the correct event from event menu
  3. Select game from game menu, player roster will now open
  4. Select players from roster – there are duplicate player lists on the left and right.  Pick one player/team from the list on left, then pick opponent from list on right.
  5. Click green “Cork for Start” button
  6. Pick the # of legs for this match if prompted
  7. Now play match as usual

IF THIS IS AN ONLINE TOURNAMENT:

  • Before selecting players from the player list, HOST player must tap the “Connect” Button, generate a connect code and communicate it to their opponent.
  • Opponent taps “Play Online” from the APP WELCOME SCREEN, then selects “Join Game” and enters the connect code.
  • Host player will select which player shoots first and also save the match when finished.

NOTE:

  • You should still receive the match result automatically, if results do not appear in the bracket program, refer to DCTV or have players report winner and score to event staff
  • On DCTV, this match will appear at the bottom of match results list under “Other Matches”

If a match is not listed on the tablet, you can manually create it:

  1. On board match list, scroll to the bottom of the page and tap the text link: “Create a Manual Match”
  2. Pick the correct event from event menu
  3. Select game from game menu, player roster will now open
  4. Select players from roster – there are duplicate player lists on the left and right.  Pick one player/team from the list on left, then pick opponent from list on right.
  5. Click green “Start” button
  6. Pick the # of legs for this match if prompted
  7. Now play match as usual
Watch How To Video

IF THIS IS AN ONLINE TOURNAMENT:

  • Before selecting players from the player list, HOST player must tap the “Connect” Button, generate a connect code and communicate it to their opponent.
  • Opponent taps “Play Online” from the APP WELCOME SCREEN, then selects “Join Game” and enters the connect code.
  • Host player will select which player shoots first and also save the match when finished.

NOTE:

  • You should still receive the match result automatically, if results do not appear in the bracket program, refer to DCTV or have players report winner and score to event staff
  • On DCTV, this match will appear at the bottom of match results list under “Other Matches”

If you notice that a specific tablet is not broadcasting the live match to DartConnect TV:

  • First, make sure the tablet is successfully connected to the WiFi Network, if not, open the tablet settings to reconnect
  • Next, look at the scoring app’s red control bar and compare it to the picture below
  • If the DCTV indicator is GREEN and shows a “watch code” like in the picture (ex: JDVR), then the tablet is in broadcast mode and should be broadcasting
  • If the watch code indicator says “WiFi”, then it is NOT broadcasting (if indicator is RED, check tablet WiFi connection)
  • Tap the yellow “Connect” button to generate a watch code and re-enable broadcasting

WiFi & Performance Issues

Is the Player List Manager not loading or the bracket program behaving oddly?

If the WiFi network is experiencing low bandwidth, system performance may be affected.

Test Your Network Speed With Fast.com:

Tips for resolving network problems:

  • If possible, set up private, password protected network access that is not available to the public
  • Use cell service “Hot Spots” to connect control desk devices separately from scoring tablets

For additional help information:

Understanding the Importance of a Quality WiFi network to support your DartConnect Competition

Download WiFi Guide

Are you experiencing any of the following?

  • Player List Manager Tool Won’t Load or Not Behaving Normally:
    • Page is unresponsive or returns an error message
    • Page will not load fully, main section is “blank”
    • Page refreshes continuously on its own
    • Screen freezes when accepting results or other actions
    • Will not allow me to type in or edit a field (Player Editing or Score Editing)
    • Other performance issues

Your Chrome Browser may be using an “extension” that is interfering with Digital Steel.

To resolve, try one of the following:

  1. Turn off all of your Chrome extensions
  2. OR – Open the bracket program in an “Incognito Tab/Window” (see picture below)
  3. OR- Open the bracket program in Firefox or Microsoft Edge

Player Recycling

These instructions apply specifically to Doubles/Pairs events but the same steps can be adapted for ANY team event.

Recycling How To Steps:

NOTE:
These instructions apply specifically to Doubles/Pairs events but the same steps can be adapted for ANY team event.

  1. First, determine how many players require a recycle partner
  2. For each player that needs a partner, create a “dummy” player in the Master Roster Tool using “Create Player”.
    1. Name players as follows:  First name:  Recycle  Surname:  Recycle1
    2. For each additional dummy player, add the # in sequence to the surname (e.g. Recycle2, Recycle3, etc.)
    3. You can choose a different naming convention if you prefer
  3. Add each player needing a partner to the event paired with one of the dummy “recycle” players.  Use either the Registration Kiosk and Cashier system or add them manually in the “add/edit” players step before you create the competition.
  4. When you are certain that you have all players added to the event, create the event bracket as usual.
  5. As players are knocked out and designated a “recycle” player, write down the real name for each recycle player on a list (for board calls and keeping track of teams).
    1. Example:  Recycle1= Joan Smith;  Recycle2=Patty Walter, etc
  6. Inform the recycle player that on any public bracket, board assignment, leaderboard, etc, their name will appear as “Recycle#, Recycle”.

Event Services Hotline

If you have an urgent need requiring immediate assistance, call the Emergency Hotline Number to reach the Event Services Support Team.

For emergency assistance:

Call: ‪+1 617-564-0576‬

If no answer, please leave a voice mail with a number to call you back, your name, the name of your event and a brief description of the problem.  A representative will contact you as soon as possible.

In addition to calling, you may also send an email to events@dartconnect.com.