| Categories: | General | Video | Audio | Game Controls | Software | Error Messages |
| Problem | Possible Cause | Possible Solution |
|---|---|---|
| Game does not power on | Cabinet ON/OFF switch is OFF | Check the ON/OFF switch on the power plate on the back of the cabinet. |
| Blown fuse | Check the power plate fuse. | |
| AC outlet not working | Make sure the AC outlet has power and the breaker is ON. | |
| Power strip not plugged in or turned off | Make sure the power indicator light on the power strip is on. If it is off, make sure the connections to the AC power plate and power transformer terminals are secure and the power strip ON/OFF switch is ON. | |
| Cabinet not connected to AC | Make sure the AC power cord is firmly connected to the power plate and an active AC outlet. | |
| Game dongle not found by system computer | Game dongle not connected | Turn off the game, connect the game dongle, and then turn the game on. |
| Faulty game dongle or wrong dongle version | Make sure the dongle is connected properly. USB dongles illuminate when recognized by the computer. Contact Tech Support if you need a new dongle. | |
| Faulty port | Try a different USB port. If you have another UltraPin running the same software version, use the dongle from that cabinet to test the port. Contact Tech Support for additional assistance. (Caution: Turn off power before connecting or disconnecting a dongle.) | |
| Cabinet gets very warm | Faulty ventilation fan | Verify that the two ventilation fans are getting 12 VDC power and working. One is located in the rear wall of the Back Box; the other is under the table. Make sure both fans are blowing warm air out of the cabinet. Replace any fan that is worn or spinning slowly. |
| Cabinet ventilation holes are blocked | Make sure you have proper clearance between the cabinet rear and the wall. Make sure all ventilation holes are clear of dust and debris and that air can flow freely. | |
| Backglass marquee does not light or is intermittent | Faulty cold cathode florescent lights | Refer to Cold-Cathode Florescent Light Service in your System Manual for information on checking and replacing the lights. Check the ATX DC power supply. |
| Improper number of credits given when coins or bills are inserted | Incorrect setting in Operator Menu | Adjust settings in the Operator Menu Coin / Credit Settings screen. |
| Faulty wiring | Disconnect the cabinet from AC power. Verify that all wires are firmly connected to the coin mech and bill validator, and any ground wires are properly connected. Verify that no wires are frayed or improperly shorting to ground. | |
| Faulty coin mech | Verify the coin mech is not jammed. Make sure the coin mech is properly aligned and latched to the coin door. Repair or replace if faulty. | |
| Incompatible Dollar Bill Acceptor | GLOBAL VR recommends Mars or Coinco Dollar Bill Acceptors. Some other brands may give the wrong number of credits or add credits randomly. | |
| No video on backglass, no lights, and no audio | Faulty ATX DC power supply | Make sure the AC power cable is connected to the ATX DC power supply and AC power strip, and the power supply ON/OFF is in the on (I) position. |
| Problem | Possible Cause | Possible Solution |
|---|---|---|
| Buttons do not work
Audio does work |
Faulty micro switch | Replace the micro switch on the button and re-test. Verify that the wires are connected to the correct spades on the micro switch. |
| Faulty wiring | Disconnect the cabinet from AC power. Verify that all wires are firmly connected to each button and the uShock I/O PCB. Verify that no wires are frayed or improperly shorting to ground. Verify that wires are connected to the correct spades on the micro switches. | |
| Faulty uShock I/O PCB | Make sure that all connections to the uShock I/O PCB are secure. Replace PCB if faulty. | |
| uShock PCB connected to faulty USB port | To test a USB port, turn off the game, disconnect the device from the port, and then connect the game dongle to the port. Reboot the game. A No Dongle message indicates the port is bad. If the game starts, the port is working. After the test, turn off the game, reconnect all devices to the correct USB ports and reboot. | |
| Buttons do not work & audio does not work |
Faulty uShock I/O PCB | Replace the PCB. |
| Plunger is not shooting properly. | Plunger is not calibrated | Recalibrate table and plunger in Physics Engine Settings. (A message will appear after exiting a table and during boot-up when calibration is needed.) |
| Different pulls on plunger launch the ball at full strength | Emulates original Attack from Mars and Medieval Madness tables | These tables used a button-activated solenoid kicker to launch balls. To emulate this, the UltraPin mechanical plunger will fire the ball at the same strength for any pull of 25% and up for these games. |
| Problem | Possible Cause | Possible Solution |
|---|---|---|
| Poor picture on Backglass monitor | Monitor connected to wrong port | The backglass monitor must be connected to the VGA Video port on the video card. Do not use the VGA port on the motherboard. |
| Picture is dim or faded | Display needs adjustment | Use the Display Settings menu in the Operator Menu to adjust the picture. If you cannot get adequate adjustment from the Menu, you can use the monitor remote control boards for additional adjustments. The backglass board is located behind the marquee near the monitor. The table board is mounted to the back of the monitor and can be accessed through the coin door. |
| No picture or corrupted picture on monitor | Power problem | Check the DC power connection to the monitor. |
| Loose or faulty video cable (Only one monitor affected) |
Verify the video cable is firmly connected from the monitor to the video card in the computer. While the monitor is powered ON, disconnect the video cable. You should briefly see a message on-screen saying No Signal if the monitor is working. Check the video cable and make sure it is not pinched or frayed. | |
| Loose or faulty video card (Both monitors affected) |
When the computer boots up, it performs a PC self-diagnostic test. If you hear 3 beeps from the computer, this indicates a problem with the video card. If the video card is faulty, contact Technical Support. Try the following if directed by Technical Support: Reseat the video card in the motherboard. Check the power connector to the video card inside the computer. Make sure it is connected properly and is not connected backwards. Power on and make sure the fan on the video card is spinning fast. |
|
| No picture or corrupted picture (continued) | Power supply not connected or not working | Make sure the DC power supply for the monitor is working and the connection is secure. |
| No video and no audio Cabinet lights work |
No power to computer | Verify the computer is ON by the LED on the front of the computer. Verify the line voltage switch on the back of the computer is set to the correct voltage for your area, 115V or 230V. Make sure the AC power cord is firmly connected to the computer and the power strip, and the power strip LED is on. Turn off the power strip, wait 20 seconds, and then turn it back on to reboot the computer. If the computer does not power on, make sure the On/Off switch on the back of the computer is in the On (I) position, and make sure that AC Back Function in the BIOS is set to Full On. (See the Hardware Reference Page for BIOS Setup instructions for your motherboard.) |
| Corrupted software | Reload the software from the CDs. If you continue to have problems, you may have a faulty hard drive. | |
| Faulty hard drive | If you continue to have problems after you reload the software, you may have a faulty hard drive. Contact Technical Support. | |
| No video on backglass, no lights, and no audio | Faulty ATX DC power supply | Make sure the AC power cable is connected to the ATX DC power supply and AC power strip, and the power supply ON/OFF is in the on (I) position. |
| Table image appears on Backglass monitor | Monitors confused in video drivers | Power OFF the cabinet, disconnect the Backglass monitor cable from the computer, and power ON the cabinet with only the Table monitor connected. Verify the Table image displays normally, then turn off cabinet and reconnect Backglass monitor. If problem persists, check connections and video cables and restore software. |
| Problem | Possible Cause | Possible Solution |
|---|---|---|
| No audio or Poor sound from one or more speakers |
Volume set too low | Use the VOL UP button on the Operator Button Panel to raise the volume. |
| Faulty wiring | Verify that all the wires are firmly connected to the speakers and the correct connectors on the uShock I/O PCB and computer. Speakers connect to green computer audio port. Subwoofer connects to red computer audio port. | |
| Blown speakers | Remove the grill and inspect the speaker for visible damage. Run the Sound Test from Diagnostics in the Operator Menu to verify each speaker is working. | |
| Reversed wires | A weak or low muffled sound is a sign of reversed speaker wires. Check for reversed wires on each speaker. | |
| Faulty uShock I/O PCB | To verify audio is working at the computer, connect stereo headphones to the computer audio ports. | |
| Audio hum | Faulty power supply | A constant low hum in the speakers can be caused by a faulty power supply. This could be one of the external DC power supplies or the computer power supply. |
| Open ground | Check all ground wires in the cabinet. Make sure the AC wall outlet is properly grounded. | |
| Mechanical sounds (flipper, bumper, etc.) are too loud or soft | Mechanical sound effects volume setting | Set the Mechanical Volume in the Operator Menu Cabinet Setup > Sound Settings screen. |
| Problem | Possible Cause | Possible Solution |
|---|---|---|
| Table doesn’t exit when I press EXIT GAME button | Must press and hold | Player must press and hold the EXIT GAME button for 3 seconds to exit from a table. |
| Table tilts immediately after starting a game. | Cabinet is not calibrated. | Recalibrate table and plunger in Physics Engine Settings. (A message will appear after exiting a table and during boot-up when calibration is needed.) |
| Tables tilt too easy or too hard | Tilt sensitivity needs adjustment | Adjust the Tilt Sensitivity in Operator Menu Game Configuration > Physics Engine Settings screen. |
| Check Calibration message still appears after calibration | Either the table or plunger is not properly calibrated | These steps are easy to forget during calibration: After resetting, shake the cabinet front to back and side to side. While calibrating the plunger, push and pull the plunger to its maximum extents. If you don’t see the “Table is Calibrated” message, your cabinet is not calibrated. |
| I can’t exit from the Pinball Game List in the Operator Menu | All tables are disabled | The software will not let you exit from the Pinball Game List page unless at least one table is enabled. |
| I want to change features like Awards and High Scores | These features cannot be changed | Replay Awards and Specials are set to Extra Ball. All High Scores award one credit. |
| Tables exit without any input after a certain amount of time | Game Inactive Timeout is enabled | The Game Inactive Timeout option in the Operator Menu Game Configuration > Game Settings screen will cause tables to exit in the set time if there is no player input. This feature can be disabled, or set from 3—15 minutes. |
| Message | Solution |
|---|---|
| uShock board not found. | Reconnect the uShock board to the PC with the USB cable. |
| Dongle not found. | Power off the game and insert USB dongle into a functional USB port on the PC. |
| Invalid dongle found. | Power off the game and insert correct USB dongle into a functional USB port on the PC. |
| Check calibration in Physics Engine Settings. | Recalibrate table and plunger in Physics Engine Settings. |