TrackGammon troubleshooting: uploads, credits and recording problems

Here are the most common TrackGammon problems and what to try.

My upload failed or won't finish

• Use a stable Wi-Fi connection. If you see Connection lost, retrying..., the upload will try again on its own.
• Very long matches make very large videos. If you see a message that the video is too large (The largest you can upload is {max} GB), the file is over the upload limit.
• If you see An upload is already running. Wait for it to finish., let the first upload complete before starting another.
• If you see Could not open that video, check that your phone has enough free storage, then try again.

I uploaded a video but nothing happened

Processing can take a while. If you haven't got a result after a reasonable time, contact support (see below). Please don't keep uploading the same video, as each upload may use credits.

Credits were used but I didn't get a result

Contact support. We'll check what happened to the upload.

The board doesn't line up with the outline on screen

• Move the phone closer or further away until the board fits the on-screen outline.
• Keep the camera straight above or directly facing the board, and hold it steady (a stand helps).
• Make sure the whole board, including both sides, is in view.

It didn't ask me for the match length or player names

The app has a Match Info screen where you set the Match Length and the players' names. If it doesn't appear, update the app to the latest version, close it completely and open it again. If it still doesn't show, contact support.

The analysis looks wrong

If the transcript shows extra checkers, or the checkers seem to swap sides part-way through, the video probably wasn't read correctly. A steady camera, lined up with the on-screen outline and with the whole board in view, gives the best chance of a correct reading. Please tell support so we can look at it.

Camera or storage messages

If you see a message like Camera access is required to record a match or Camera permission denied, tap Open Settings and allow camera (and photos or storage) access for Backgammon Galaxy.

Still stuck? Contact our support team from Support in the menu with the date of the upload and your username. A screenshot of any error message helps too.