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Troubleshooting the Spektrix Box Office App

Dave Carr
Dave Carr
  • Updated

The Spektrix Box Office App software enables Spektrix to communicate with hardware installed on your PC. For example, ticket printers or PIN pads / chip readers.

This article explains how to troubleshoot problems registering or using the Spektrix Box Office App. 

Make sure you're familiar with:

Jump to the issue you’re experiencing when using the Box Office App

TIP: When following the troubleshooting guidance in this article, you may see a Windows User Account Control screen pop up asking “Do you want to allow this app to make changes to your device? ”Click Yes to proceed. “

 

Before you start troubleshooting

If you experience any issues when using the Box Office App or with devices connected to it, first check to see if the Box Office App is running. To resolve any issues, there may be occasions where you need to manually start or restart the Box Office App.

  • Manually starting the Box Office App

    When the Box Office App is running, you’ll see this icon in your system tray:


    If you can’t see this icon, you’ll need to manually start the Box Office App. Before doing so, check if the Spektrix App Service is running in Windows Services:

    1. Click the Windows button in your taskbar. Search for Services and select it from the options that appear.

    2. In Services, find the Spektrix App Service:


    3. If the app status displays Running, then proceed to step 5. If the service is not running proceed to step 4.
    4. If the Spektrix App Service is not running, right click on the Spektrix App Service and select Start. Wait for the service to start and then proceed to the next step.
    5. On your PC, browse to C:\Program Files (x86)\Spektrix Ltd\LocalApp\Gui
    6. Double click BoxOfficeAppGui.exe to run the Box Office App.

      To save time, you can add a shortcut to BoxOfficeAppGui.exe on your desktop:

    7. Right click on BoxOfficeAppGui.exe
    8. Select Show more options
    9. Click Send to > Desktop (create shortcut)

  • Restarting the Box Office App

    To restart the Box Office App in Windows Services, you’ll either need administrator permissions or your IT team to restart the service for you. Follow these steps:

    1. Click the Windows button in your taskbar. Search for Services and select it from the options that appear.

    2. In Services, find the Spektrix App Service. Right click and select Restart:


    3. The App icon will turn green when registered and connected. If the App icon is orange and you’re connected to the internet, register the Box Office App.

 

Errors when registering the Box Office App

After installing the Box Office App, you’ll need to register it. If you experience an issue registering the App, click on the tab below relevant to your error.

  •  

    Username and Password not recognised/User not authorised

    When registering the Box Office App, you’ll need:

    If you don’t have the required permission or enter an incorrect Username or Password, you’ll see the following error:


    Contact the Settings Administrator in your organisation to add the General Administrator permission. The Settings Administrator will also be able to unlock your account or change your Spektrix Password.

  •  

    Client name not recognised

    If you try to register the Box Office App with an incorrect client name, you’ll see the following error:


    For more information on where to find your client name, follow the steps in How to Log into Spektrix.

  • The Box Office App is blocked by firewall

    If you can’t register the Box Office App after checking your permissions, login details and client name, your organisation’s firewall may be blocking the Box Office App from communicating with Spektrix.

    Read Firewall and Antivirus exceptions for further information.

 

Errors when using the Box Office App

When using the Box Office App, you may experience issues with the App. Click on the tab below relevant to your issue to learn how to troubleshoot.

  • The Box Office App will not connect

    The Box Office App should connect automatically within a few minutes of turning on your PC. This depends on the speed of your PC and other programs which load at startup. When the Box Office app is connected, you’ll see this icon in your system tray:


    An orange Box Office App icon means the App is either not connected or registered:


    You may also see a disconnected message in the system tray.

    Check the following:

  • The Box App is slow or crashes on startup

    The Box Office App should connect automatically within a few minutes of turning on your PC. This depends on the speed of your PC and other programs loading at startup. To enable quicker App startup, follow these steps:

    1. Click the Windows button in your taskbar. Search for Services and select it from the options that appear.
    2. In Services, find the Spektrix App Service. Right click and select Properties.

    3. In the General tab, click the dropdown next to Startup type and change to Automatic and click Apply > OK:


  • The Box Office App keeps disconnecting

    You can change how the Box Office App responds to a dropped connection in Windows Services. To do this, follow these steps:

    1. Click the Windows button in your taskbar. Search for Services and select it from the options that appear.
    2. In Services, find the Spektrix App Service. Right click and select Properties.

    3. In the Recovery tab, look for First failure, Second failure and Subsequent failures. Click the dropdown and change each to Restart the Service. Click Apply > OK:


       

  •  

    The Box Office App crashes or doesn’t show in the system tray

    When the Box Office App is running, you’ll see a green icon in the system tray:


    TIP: You may need to click the up arrow in the system tray to show hidden icons.

    If you can’t see this icon, you’ll need to Restart the Box Office App in Windows Services.