Session Issues

Session Issues

Session stuck — CRM shows active but PC is unresponsive

Symptoms: Session timer running in CRM, but the PC screen is frozen or showing screensaver instead of an active session.

Fix:

1. In the Hall view, click the device → Force end session
2. If the PC remains locked after force end — restart IZI Boot on the machine
3. After restart, the PC syncs and returns to Free status

If force end is not available: contact IZI support with the session ID.

PC went offline mid-session

Symptoms: PC status changes to Offline while a session is active. Timer may still run in CRM.

Fix:

1. Check physical power — is the PC on?
2. Check network — is the PC reachable on the local network?
3. Restart the PC if accessible
4. After it comes back online, IZI Boot syncs automatically
5. If the session should have ended while the PC was offline — force end it from CRM

Compensation: if the player lost significant time, top up their balance manually. Check how long the PC was offline using the device event log.

Wrong tariff selected

Symptoms: Admin started a session with the wrong tariff (wrong zone price, wrong duration).

Fix:

1. End the current session immediately
2. Refund policy applies — use “Keep balance” if the tariff supports it
3. Start a new session with the correct tariff
4. If the client was overcharged — correct manually via balance correction

Session ended too early (client complaint)

Check:

1. Open the client profile → Session history
2. Verify the session start and end times and duration
3. Check if the tariff expired naturally or was ended manually

If the session was ended by an error — compensate via balance top-up.

Double session on same client

Symptoms: Two active sessions attached to the same client account.

Fix: End the unintended session immediately. The refund policy on the ended tariff applies.

See also

• Hall real-time overview
• IZI Boot overview
• Balance correction
• Troubleshooting: session stuck