Troubleshooting Guide

I can’t download Sound Scouts

What type of device are you using?

Sound Scouts is available to play on tablet devices and mobile phones. It is not currently available on desktop computers.

Are you connected to the Internet / Wi-Fi?

An internet connection is required to download apps from the App Store / Google Play.

Have you turned off parental controls / disabled restrictions?

Sound Scouts is rated 12+ on the App Store due to the adult input required in the game. If you have parental controls or app install restrictions, you may need to disable these before proceeding to download. If you are using a networked device (eg school iPad/tablet), you may need to contact your IT department for assistance.


I can’t buy a session

Are you connected to the Internet / Wi-Fi?

An internet connection is required to make in-app purchases from the App Store / Google Play

Have you turned off parental controls / disabled restrictions?

Due to the adult input required in the game, Sound Scouts is rated 12+ on the App Store. If you have parental controls or app install restrictions, you may need to disable these before proceeding to the shop If you are using a networked device (eg school iPad), you may need to contact your IT department for assistance


I can’t hear anything/hear properly

Have you checked the volume is turned up on your device?

Turn up the volume on your device to maximum (if it is too loud, turn it down a little).

How do I check if it is a headphone issue?

Plug your headphones/earbuds firmly into the port on your device and ensure that the device volume is turned up. If you cannot hear anything from either ear, or you can only hear in one ear, you will need to try another set of headphones/earbuds. Make sure you are not using surround sound, noise reducing or gaming headphones as they may interfere with how the sound is delivered in the game. We also recommend using adult headphones as they tend to be better quality than children’s headphones.

How do I check if it is a device issue?

Plug a set of headphones/earbuds that you know work properly, into the device, and check the volume on the device is turned up. If you do not hear sound; the audio cuts out or there is sound interference (eg crackling/static noise), it may be a problem with the port. In this instance we recommend using a different device (ie tablet or phone).


My child has finished playing but I can’t see the results on my device

Are you connected to the Internet / Wi-Fi?

An Internet connection is required to send / receive data between your device and the Sound Scouts Cloud.
If the child completes the session the test data will be stored on the device. When you are able to connect to the Internet you can go to “Past Sessions” and click on the child’s name to trigger processing of the results. A report will then be sent to the device & email (if one has been entered)

Are you using a device belonging to a school or organisation?

If your computer is connected to a local network that’s protected from the Internet by a firewall, you may need to specify proxy servers to access some Internet sites. A proxy server is a computer on a local network that acts as an intermediary between local computers and the Internet, to provide security, administrative control, and content caching. Please contact your IT Department for assistance. Sound Scouts can provide the Server IP address on request. You can enter Proxy Settings in the “Proxy tab” under settings.


I haven’t received an email with the results

Did you enter your email address into the game when completing the ‘Your Profile’ page?

A results report will be sent if an email address is entered during the session set up process. If an email address is not entered when setting up the profile, you can request the report be (re)emailed, by going to “Past Sessions”, selecting the child’s name and clicking the “Resend” button. This will prompt you to enter an email address to which the results report will then be sent.


Messaging

Why did I get a message about the headphones affecting the result?

The output of headphones and earbuds varies and while the “tone” noises used by Sound Scouts are audible with most headphones, on occasion the output of some headphones may impact (reduce) the audible levels thus affecting the results. In these situations no session is used and the supervising adult is advised to retest the child with different headphones/earbuds