Troubleshooting the Spektrix Box Office App

Billy Fluck
Billy Fluck
  • Updated

The Spektrix Box Office App is a pretty straightforward program and for the most part installs and runs without any difficulty. There may be times, however, when you need a hand working out why the Box Office App might not install, or be showing up correctly. This section of the article offers a few suggestions for how to troubleshoot the Box Office App under these circumstances.

If you haven't yet installed the Box Office App, check out this article first.

In this article, we'll cover how to troubleshoot the following issues:

The Box Office App won't install

If you have difficulties installing the Box Office App, or get an error message saying that you have insufficient privileges to install, then here are a few things to check:

  • Have you got Microsoft .NET Framework version 4.7.1 or higher installed on your computer?
  • Do you have administrator access to the computer you're installing on?
  • Is there a firewall, or a strict antivirus software, that might be blocking the download of the Box Office App?

I get a popup with an error message when I try to log in to the Box Office App

Sometimes you'll get an error message when logging into the Box Office App; the pop-up that appears will explain what's caused this error.

If you attempt to register the Box Office App with an incorrect username or password, or using an account that doesn't have the General Administrator user role, you'll see this error:

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NOTE: for more information on the different user roles in Spektrix, have a read of this article on adding and editing users.

If you attempt to register the Box Office App with an incorrect/unrecognised clientname, you'll see this error:

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NOTE: if you're unsure of your clientname, check out this article to learn where you can find it.

My Box Office App refuses to register even when I have entered the right credentials

If the Box Office App still won't register even after you've confirmed you're logging in with the correct details, there may be something in your local firewall settings that is preventing it from communicating with Spektrix. You'll need to contact your IT department and ask them to ensure the correct firewall exceptions are in place, authorising *.service.signalr.net. More information on this can be found in our article on How to Access Spektrix.

The Box Office App icon isn't/won't turn green

The Box Office App should automatically start running when you turn your computer on and connected to the Internet but, depending on things like the speed of the computer and what else loads at startup, it can sometimes be a few minutes before the Box Office App icon turns green and you see the pop-up in the bottom right-hand corner of the screen to let you know it has connected. It's always worth giving it a few minutes, just in case.

If the Box Office App icon either won't turn green, or changes from green to orange and shows a pop-up in the toolbar saying the App has disconnected, the first thing to do is to confirm that you're connected to the Internet.

If your connection is fine and the Box Office App still won't connect, try restarting the computer; this normally nudges the App to reconnect.

Alternatively, if you don't want to restart your computer, and if you have Administrator access on your computer, you can restart the Box Office App in Local Services on the computer. You can find this by clicking the Windows icon and typing View local services (or just Services if you're using Windows 10). You'll see a new window open with a long list of what's running on your computer:

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Search for the Spektrix App Service, then right-click and choose Restart.

If you're still having trouble connecting, try re-registering the Box Office App as it can occasionally de-register and thus lose connection. You'll need the the General Administrator user role in order to do this.

The Box Office App is slow to start

By default, when you turn your computer on the Box Office App is set to wait until most of the other applications on your computer have run before it will start up. On most computers that will work fine, but on older or slower computers you may find that the App takes a little while to run.

If that's the case you can change this setting in Local Services on the computer – find this by clicking the Windows icon and typing View local services (or just Services if you're using Windows 10). If you search for and select Spektrix App Service within the Services window, right-click and choose Properties, you'll see this pop-up:

 

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In the dropdown options for
Startup type, change it to Automatic, instead of Automatic (Delayed Start), and click OK.

The Box Office App frequently disconnects

In Local Services on the computer, you can also change various settings within the Box Office App itself, including details of how it should react to losing connection. First, click the Windows icon and type View local services (or just Services if you're using Windows 10). If you search for and select Spektrix App Service within the Services window, right-click and choose Properties, you'll see this pop-up where you'll need to select the Recovery tab:

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The key options to look at here are First failure, Second failure and Subsequent failures. These options let you choose what the Box Office App should do any time that it loses connection, the idea being that you can set different options depending on how many times connection has been lost:

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There are four options to choose from here – the best option to choose is Restart the Service for all three of the dropdown menus, as this means that any time the App loses connection, it will attempt to restart:

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Once you've selected for this option in all three dropdowns, click OK.

I can't see the Box Office App on the screen

The Box Office App will usually be visible in the system tray (the collection of icons in the bottom right-hand corner of your screen. Sometimes it won't be immediately visible, but you can usually click the upwards arrow symbol to show you everything that's running:

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You should then see the Box Office App in the larger list.

If the App isn't visible in that list either, the first thing to do is double-check that it's actually running at all.

If you have Administrator access on your computer, try looking in Local services to make sure that the Box Office App is running. To do this, click the Windows icon and type View local services (or just Services if you're using Windows 10), then search for Spektix App Service in this list.

If Spektrix App Service is running in Local services but isn't present in the system tray, then it's possible that the application itself may have closed. To rerun the application, find it in your C:/ drive and double-click on it to open it again. The file location is usually C:\Program Files (x86)\Spektrix Ltd\LocalApp\Gui\BoxOfficeAppGui.exe:

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If Spektrix App Service isn't listed in Local services, or if you don't have administrator privileges on your computer and can't access Local services, try restarting your computer.

If that doesn't work, try this process:

In Windows 10:

  • Right click on the taskbar at the bottom of the screen
  • Click Taskbar settings
  • In the Taskbar tab, click Select which icons appear on the taskbar
  • Find BoxOfficeAppGui in the list and toggle the switch on:

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  • Restart your computer in order for these changes to take effect

In other versions of Windows:

  • Right click on the taskbar at the bottom of the screen
  • Click Properties
  • In the Taskbar tab, click the Customise button next to where it says Notification area
  • Find BoxOfficeAppGui in the list and make sure the drop-down box displays Show icon and notifications:

 

  • Restart your computer in order for these changes to take effect

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If you're still having trouble with the Box Office App or would like to discuss anything in more detail, please don't hesitate to get in touch with the Spektrix Support team.

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