{"id":28555,"date":"2021-04-08T19:46:02","date_gmt":"2021-04-08T19:46:02","guid":{"rendered":"https:\/\/dglynb4o6f.onrocket.site\/customer-support\/"},"modified":"2021-09-22T11:17:15","modified_gmt":"2021-09-22T11:17:15","slug":"support","status":"publish","type":"page","link":"https:\/\/www.greenhatgames.com\/sv\/support\/","title":{"rendered":"Support"},"content":{"rendered":"

[vc_row full_width=”stretch_row”][vc_column]\n

\n
\n
\n
\n
[vc_column_text]<\/p>\n

Customer Support<\/h1>\n

[\/vc_column_text]<\/div>\n <\/div>\n <\/div>\n <\/div>\n

\n \"\"\n <\/div>\n <\/div>\n [\/vc_column][\/vc_row][vc_row full_width=”stretch_row”][vc_column]\n
\n
\n
\n

<\/h2>\n \n <\/div>\n
\n

Everything you need to know about your upcoming game<\/h2>\n \n <\/div>\n
\n

<\/h2>\n \n <\/div>\n <\/div>\n <\/div>\n [\/vc_column][\/vc_row][vc_row][vc_column][vc_empty_space height=”50px”][\/vc_column][\/vc_row][vc_row][vc_column width=”1\/3″]\n
\n
\n [vc_column_text]<\/p>\n

Game Preparations<\/h2>\n

[\/vc_column_text]\n \n Learn more<\/a>\n <\/div>\n \"\"\n <\/div>\n [\/vc_column][vc_column width=”1\/3″]\n

\n
\n [vc_column_text]<\/p>\n

Running the game<\/h2>\n

[\/vc_column_text]\n \n Learn more<\/a>\n <\/div>\n \"\"\n <\/div>\n [\/vc_column][vc_column width=”1\/3″]\n

\n
\n [vc_column_text]<\/p>\n

The end \u2013<\/strong> Wrapping up<\/strong><\/h2>\n

[\/vc_column_text]\n \n Learn more<\/a>\n <\/div>\n \"Virtual\n <\/div>\n [\/vc_column][\/vc_row][vc_row][vc_column][vc_empty_space height=”50px”][vc_column_text]<\/a>[\/vc_column_text][\/vc_column][\/vc_row][vc_section][vc_row full_width=”stretch_row”][vc_column]\n

\n
\n
\n
\n
[vc_column_text]<\/p>\n

Game Preparations<\/h2>\n

What to do in advance of your virtual event<\/h3>\n

[\/vc_column_text]<\/div>\n <\/div>\n <\/div>\n <\/div>\n

\n \"\"\n <\/div>\n <\/div>\n [\/vc_column][\/vc_row][vc_row full_width=”stretch_row”][vc_column]\n
\n
\n
\n

<\/h2>\n \n <\/div>\n
\n

Platform and Tech requirements<\/h2>\n \n <\/div>\n
\n

<\/h2>\n \n <\/div>\n <\/div>\n <\/div>\n [\/vc_column][\/vc_row][vc_row][vc_column][vc_empty_space height=”50px”][\/vc_column][\/vc_row][vc_row][vc_column width=”1\/2″][vc_single_image image=”19546″ img_size=”full” alignment=”center”][\/vc_column][vc_column width=”1\/2″][vc_column_text]<\/p>\n

We support all major meeting platforms<\/h3>\n

The game can be played on any virtual meeting platform that allows for screen sharing and audio sharing.\u00a0Most of our clients run the activity using MS Teams, Zoom and WebEx with great success.<\/p>\n

We recommend joining the meeting using a computer. There is not need to download anything, our games are browser based.<\/p>\n

Hosting the meeting<\/h3>\n

We do not host the actual meeting, this is done on your meeting platform.[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column width=”1\/2″][vc_column_text]<\/p>\n

Second screen or device<\/h3>\n

(clues for Beat the Hacker Virtual Escape Game)<\/strong><\/p>\n

In this game, all players except the team leader will need a second screen or a second device to access game clues. This device can be a smart phone, laptop, tablets, additional screen connected to the computer they are using etc \u2013 any device with a browser connected to the web. If a player cannot access a second device that is ok, as long as at least two members do have access.<\/p>\n

We do not recommend sending out these links in advance, they are provided in-game and that works very well.[\/vc_column_text][\/vc_column][vc_column width=”1\/2″][vc_single_image image=”28660″ img_size=”full” alignment=”center”][\/vc_column][\/vc_row][vc_row][vc_column width=”1\/2″][vc_single_image image=”19190″ img_size=”full” alignment=”center”][\/vc_column][vc_column width=”1\/2″][vc_column_text]<\/p>\n

Firewalls and security<\/h3>\n

Some organisations have firewalls that block external sites. If you are worried about this, please test this demo game in advance:\u00a0www.ghplive.com\/escapedemo<\/a>[\/vc_column_text][\/vc_column][\/vc_row][vc_row full_width=”stretch_row”][vc_column]\n

\n
\n
\n

<\/h2>\n \n <\/div>\n
\n

Break-out rooms<\/h2>\n \n <\/div>\n
\n

<\/h2>\n \n <\/div>\n <\/div>\n <\/div>\n [\/vc_column][\/vc_row][vc_row][vc_column][vc_empty_space height=”50px”][\/vc_column][\/vc_row][vc_row][vc_column width=”1\/2″][vc_column_text]<\/p>\n

Team sizes<\/h3>\n

We recommend 3 to 5 participants on each team as this optimizes communication, collaboration and engagement by all participants.\u00a0If you can choose freely, we recommend 5 per team.<\/p>\n

Pre-assigned or Random rooms?<\/h3>\n

There are two options when it comes to dividing your players into teams and break-outs. Although using the break-out feature is quite easy, we encourage you to test this feature before the live meeting if you have not used break-outs before. Simply invite a few colleagues to a test meeting and try it out.[\/vc_column_text][\/vc_column][vc_column width=”1\/2″][vc_single_image image=”20117″ img_size=”full” alignment=”center”][\/vc_column][\/vc_row][vc_row][vc_column width=”1\/2″][vc_single_image image=”28569″ img_size=”full” alignment=”center”][\/vc_column][vc_column width=”1\/2″][vc_column_text]<\/p>\n

1 Pre-assigned break-out rooms<\/h3>\n

If you want to decide who is on each team, you can do this in advance, and here\u2019s how:<\/p>\n

1 Create teams of 3 \u2013 5 people, with 1 person designated as team leader
\n2 Let all team leaders know in advance that they are team leaders. Send the game link to them as well as the pdf called Team Leader Instructions.
\n3 Now create the break outs in advance<\/p>\n

Zoom<\/strong>\u00a0\u2013 You can create rooms and assign members in two ways on Zoom, in the meeting or on the online portal. Note in Zoom you can even let the participants choose to join the room themselves to save you the effort!<\/p>\n

To assign in the Zoom meeting<\/span> click here for instructions<\/a>:
\nTo assign in the Zoom Online Portal<\/span> click here for instructions<\/a><\/p>\n

MS Teams<\/strong>\u00a0\u2013 In Teams you can create the rooms in advance, but you cannot assign the participants\u00a0until they have joined the meeting<\/u>. For more reading please click here<\/a>[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column width=”1\/2″][vc_column_text]<\/p>\n

2 Random teams and break-out rooms<\/h3>\n

Your second option is to randomly divide your players into teams and rooms. This can be done in both MS Teams and Zoom. For more information please read here<\/p>\n

Zoom: <\/strong>click here to read more<\/a><\/p>\n

MS Teams<\/strong>: click here to read more<\/a>[\/vc_column_text][\/vc_column][vc_column width=”1\/2″][vc_single_image image=”28556″ img_size=”full” alignment=”center”][\/vc_column][\/vc_row][vc_row][vc_column width=”1\/2″][vc_single_image image=”21843″ img_size=”full” alignment=”center”][\/vc_column][vc_column width=”1\/2″][vc_column_text]<\/p>\n

Testing the setup and game in advance<\/h3>\n

If you feel unsure how it will work out live, please test it out in advance. Here\u2019s how:<\/p>\n

1 Invite a few colleagues to a virtual meeting (preferably 4 or more if you want to test break-outs)
\n2 Create break-out rooms and assign team members to the rooms
\n3 When in the room, choose one player be \u201cteam leader\u201d
\n4 The team leader will then click on the game link and then share screen and audio<\/u><\/p>\n

If you see the game and hear each other, you are good to go! Don\u2019t play through the game as it is a live link. <\/u>If you really need a test game please talk to sales.
\n<\/a>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row full_width=”stretch_row”][vc_column]\n

\n
\n
\n
\n
[vc_column_text]<\/p>\n

Running the game<\/h2>\n

[\/vc_column_text]<\/div>\n <\/div>\n <\/div>\n <\/div>\n

\n \"\"\n <\/div>\n <\/div>\n [\/vc_column][\/vc_row][vc_row full_width=”stretch_row”][vc_column]\n
\n
\n
\n

<\/h2>\n \n <\/div>\n
\n

Game links<\/h2>\n \n <\/div>\n
\n

<\/h2>\n \n <\/div>\n <\/div>\n <\/div>\n [\/vc_column][\/vc_row][vc_row][vc_column][vc_empty_space height=”50px”][\/vc_column][\/vc_row][vc_row][vc_column width=”1\/2″][vc_single_image image=”20667″ img_size=”full” alignment=”center”][\/vc_column][vc_column width=”1\/2″][vc_column_text]<\/p>\n

Who will use the links?<\/h3>\n

To play the game, the team leaders click on a game link. The game opens up on their browser, after which they share their screen. We will send the game link to you (the organiser). You will then pass the link on to the team leaders.<\/p>\n

All team leaders use the same link.\u00a0Team members do not need the game link, only the team leader needs the link.<\/p>\n

Game links vs meeting links<\/h3>\n

Please note, the game links are not connected in any way to the meeting links (Zoom\/Teams), they are completely separate![\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column width=”1\/2″][vc_column_text]<\/p>\n

When to use the link \/ expiration<\/h3>\n

The game link will work throughout the whole day of your event.\u00a0If you need to postpone the event to a later date, please let us know.\u00a0Teams do not have to start at the exact same time \u2013 it is up to you how you want to organise the event.<\/p>\n

Accidental clicks on the link<\/h3>\n

Sometimes a team leader accidently clicks on the link in advance – that is fine, and the team leader can simply click on the link again when the event is live. However, if the team leader decided to start playing the game that team might need a new fresh link OR simply chose a different team leader.[\/vc_column_text][\/vc_column][vc_column width=”1\/2″][vc_single_image image=”21845″ img_size=”full” alignment=”center”][\/vc_column][\/vc_row][vc_row full_width=”stretch_row”][vc_column]\n

\n
\n
\n

<\/h2>\n \n <\/div>\n
\n

Recommended time allocation \/ Breakdown of the game time<\/h2>\n \n <\/div>\n
\n

<\/h2>\n \n <\/div>\n <\/div>\n <\/div>\n [\/vc_column][\/vc_row][vc_row][vc_column][vc_empty_space height=”50px”][\/vc_column][\/vc_row][vc_row][vc_column][vc_column_text]<\/p>\n

We recommend setting aside a full hour<\/strong> when Beat the Hacker or All-Star Challenge.
\nThis is what you can expect for actual run-time:<\/h4>\n

[\/vc_column_text][vc_empty_space height=”50px”][\/vc_column][\/vc_row][vc_row][vc_column width=”1\/2″][vc_column_text]<\/p>\n

Beat the Hacker<\/h3>\n\n\n\n\n\n\n\n\n\n\n
Time from the start<\/strong><\/td>\nHow long<\/strong><\/td>\nWhat<\/strong><\/td>\n<\/tr>\n
0<\/strong><\/td>\n2 min<\/td>\nVery brief overview of the game by the organizer or facilitator in the main meeting<\/td>\n<\/tr>\n
2<\/td>\n1 min<\/td>\nTeams transition into breakout rooms<\/p>\n

 <\/td>\n<\/tr>\n

3<\/td>\n5-7 min<\/td>\nTeam Leaders pull up the game on a browser and share their screens with team members.\u00a0The game start with an introduction and player instructions, around 5-7 minutes depending on how quickly teams absorb the information.<\/td>\n<\/tr>\n
9<\/td>\n33 min<\/td>\nThe main timed portion of the game<\/td>\n<\/tr>\n
42<\/td>\n3-5 min<\/td>\nThe final challenge, also timed. Takes no more than 5 minutes<\/td>\n<\/tr>\n
45<\/td>\n2 min<\/td>\nIndividual team scores are revealed, teams rate the game.\u00a0 Participants transition back to the main meeting immediately after this.<\/td>\n<\/tr>\n
47<\/td>\n1-10 min<\/td>\nBack in the main meeting, the final Leaderboard is revealed by organizer or facilitator.\u00a0 The last portion can take as much time as you\u2019d like!<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

[\/vc_column_text][\/vc_column][vc_column width=”1\/2″][vc_column_text]<\/p>\n

All-Star Challenge<\/h3>\n\n\n\n\n\n\n\n\n\n
Time from the start<\/strong><\/td>\nHow long<\/strong><\/td>\nWhat<\/strong><\/td>\n<\/tr>\n
0<\/strong><\/td>\n2 min<\/td>\nVery brief overview of the game by the organizer or facilitator in the main meeting<\/td>\n<\/tr>\n
2<\/td>\n1 min<\/td>\nTeams transition into breakout rooms<\/td>\n<\/tr>\n
3<\/td>\n3-5 min<\/td>\nTeam Leaders pull up the game on a browser and share their screens with team members. The game start with an introduction and player instructions, around 3-5 minutes depending on how quickly teams absorb the information.<\/td>\n<\/tr>\n
7<\/td>\n45 min<\/td>\nThe main timed portion of the game<\/td>\n<\/tr>\n
52<\/td>\n3 min<\/td>\nIndividual team scores are revealed, teams rate the game.\u00a0 Participants transition back to the main meeting immediately after this.<\/td>\n<\/tr>\n
55<\/td>\n\u00a01-10 min<\/td>\nBack in the main meeting, the final Leaderboard is revealed by organizer or facilitator.\u00a0 The last portion can take as much time as you\u2019d like!<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

[\/vc_column_text][\/vc_column][\/vc_row][vc_row full_width=”stretch_row”][vc_column]\n

\n
\n
\n

<\/h2>\n \n <\/div>\n
\n

FAQ - Potential technical issues<\/h2>\n \n <\/div>\n
\n

<\/h2>\n \n <\/div>\n <\/div>\n <\/div>\n [\/vc_column][\/vc_row][vc_row][vc_column][vc_empty_space height=”50px”][\/vc_column][\/vc_row][vc_row][vc_column width=”1\/2″][vc_single_image image=”19581″ img_size=”full” alignment=”center”][\/vc_column][vc_column width=”1\/2″][vc_column_text]<\/p>\n

Will there be live support during our game in case of emergency<\/h3>\n

We do have support available during regular business hours.\u00a0 If you were to experience a problem during the game, we are one \u201cSOS\u201d email or phone call away. This is EXCEEDINGLY rare, but generally speaking any issues that participants experience are related to the virtual meeting platform or internet connectivity rather than with the game itself.<\/p>\n

The audio isn\u2019t working!
\n<\/strong>Did you share both screen and audio? Try to exit screen share and share again, this time make sure to tick the box \u201cshare sound\/Include computer sound\u201d before clicking SHARE.<\/p>\n

Our Numbers & Letters clues are not showing in Beat the Hacker
\n<\/strong>Did the player type the full link or did they misspell? Please try again.[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column width=”1\/2″][vc_column_text]<\/p>\n

The game does not load \/ server is down<\/h3>\n

On rare occasions, our platform can experience connectivity issues. If this were to happen, we have a backup solution.<\/p>\n

If you have not yet started the game
\n<\/strong>Tell team leaders to add a 2<\/strong> in the game link after ghplive<\/em>. So use www.ghplive2<\/strong>.com\/yourgamecode instead of www.ghplive.com\/yourgamecode<\/p>\n

If you have already started playing
\n<\/strong>1. To access backup links for all teams click here<\/a>
\n2. Enter your game code (the part after ghplive\/<\/em> in the game link, for example m39a2)
\n3. On this page you will find backup links for all teams. You can share this page with the team leaders to let them find their own link.
\n<\/a>[\/vc_column_text][\/vc_column][vc_column width=”1\/2″][vc_single_image image=”4576″ img_size=”full” alignment=”center”][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row full_width=”stretch_row”][vc_column]\n

\n
\n
\n
\n
[vc_column_text]<\/p>\n

The End \u2013 Wrapping up the game<\/h2>\n

[\/vc_column_text]<\/div>\n <\/div>\n <\/div>\n <\/div>\n

\n \"Virtual\n <\/div>\n <\/div>\n [\/vc_column][\/vc_row][vc_row][vc_column][vc_empty_space height=”50px”][\/vc_column][\/vc_row][vc_row][vc_column width=”1\/2″][vc_single_image image=”28703″ img_size=”full” alignment=”center”][\/vc_column][vc_column width=”1\/2″][vc_column_text]<\/p>\n

Leaderboard and scoring<\/h3>\n

The scores of all teams will be visible on a leaderboard, which is embedded in the game for all players to see once they are done. The maximum score of Beat the Hacker is 1030 points. All-Star Challenge max score is 1000 points.<\/p>\n

Tracking game progress<\/h3>\n

Game progress can be tracked on the same leaderboard. We will email a link to the leaderboard to the game organiser in advance, so you can track in real time who starts first, finishes first, and all the individual team scores. You can screen share this at the end of your game session with all your teams to celebrate the successes.[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column width=”1\/2″][vc_column_text]<\/p>\n

Important notes about the leaderboard<\/h3>\n

– The leaderboard will be blank until teams start collecting points.<\/p>\n

– The leaderboard will show the team names that the players chose for themselves<\/u>. So if you do not know what team names they chose, you will not know which team is which. Not to worry, simply ask the winning team to shout out who they are at the end.<\/p>\n

– On rare occasions, the worst performing teams might have a negative score! This means they will not appear on the leaderboard as it requires at least one point to display a team.[\/vc_column_text][\/vc_column][vc_column width=”1\/2″][vc_single_image image=”17740″ img_size=”full” alignment=”center”][\/vc_column][\/vc_row][vc_row][vc_column width=”1\/2″][vc_single_image image=”19994″ img_size=”full” alignment=”center”][\/vc_column][vc_column width=”1\/2″][vc_column_text]<\/p>\n

When to close the break-out rooms<\/h3>\n

Most teams will finish within a few minutes of each other as there is a timer in the game. The timer starts after the introduction and game rules<\/u>, so a couple of minutes into the game.<\/p>\n

So you can either chose to let all players finish and return in their own pace, or you can close all rooms at a specific time. This might be useful if you\u2019re on a tight schedule.<\/p>\n

There is normally a button to enable teams to leave their break-out rooms once they are done. If they cannot find the button, the admin can help all or specific rooms.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section ftw_bg_colour=”bg–secondary” ftw_padding=”true”][vc_row][vc_column][vc_column_text]<\/p>\n

Get in touch with us today<\/h2>\n

[\/vc_column_text][vc_column_text]\n

\n

<\/p>

    <\/ul><\/div>\n
    \n
    \n<\/fieldset>\n

    <\/span>
    \n<\/span>
    \n<\/span>
    \n<\/span>
    \n