Faqs By Help & Support FAQ
What happens if I have a problem with a faulty PC or component?
Your PC can be sent back within the NON-TRANSFERABLE warranty time frame (3 years), if faulty.
You pay return shipping (and insurance) to workshop.
Other electronic/mechanical components, such as buttons, joysticks, trackballs, game controller boards, lighting, screen(s), and speaker system (as applicable to your build) have a 3 year warranty for manufacturer faults.
You pay return shipping (and insurance) to our workshop.
Given the size and weight of machines, components such as buttons and joysticks can be detached and returned, if faulty.
Wear and tear or accidental or deliberate misuse is NOT covered under warrranty.
Damage caused in transit is NOT covered under warranty.
We highly recommend freight insurance, particularly to overseas destinations.
Please note: As we do not charge for software, any loss of data is not covered under warranty if you or another person has accidentally or intentionally:
- deleted files
- changed the original settings of controls, applications, operating system, etc.
- updated or replaced original files or settings
- installed any additional software
We can restore your system to (our current) factory defaults which will incur a service charge. This must be done in our workshop.
We will replace a mechanically faulty hard drive within the PC warranty period without charge.
I just received my machine - where do I start?
There's a "quick start" instruction document attached to your machine.
Give it a read to learn about the key, remote control(s), etc. and follow the steps.
There are instruction videos and documents in the Help & Support folder on the desktop of your machine.
Double-click this folder to open it and watch all videos from start to finish, and read all docs, to get a handle on how things work. We realise that this isn't something you'll want to do when you get your new toy, but please find some time over the first few days.
Pinball owners, you'll need to hook up a mouse via the USB port at the front right or left side of your cabinet to view the contents of the Help & Support folder.
If you're the new owner of one of our 2 in 1 sit down (cocktail) tables or 2 in 1 pinball machines check out the document(s) and video(s) that cover the pinball and arcade side of things. If you have other questions, you'll find answers in the FAQ on your desktop (or here, on our site). Please check them out.
Our comprehensive documentation and videos will answer your questions - even ones you didn't realise you wanted to ask.
If we've overlooked anything in the FAQ (or support videos and docs on your desktop) and you need a hand, give us a call or send us an email.
- Mon - Fri: 8am - 5pm (Australian Eastern Standard time)
- Saturday: 9am - 12pm (Australian Eastern Standard time)
- Sunday: Closed
Please note that we're a small family business and can only respond to your queries during the hours listed above.
We thank you for your understanding and patience. We'll do our best to get back to you as soon as we can during business hours.
How do I care for my machine?
Your machine should last you many years with little maintenance. One of the best things you can do to minimise cleaning is to find the right spot for your machine. Obviously, you need to put it where it works for you...but if you have a few options, consider the following info:
When placing your machine, try to find somewhere that isn't in direct sunlight as this may fade the artwork over time and can cause glare on the screen. Avoid wet, damp, moist/humid areas (near laundry/bathroom, near a sauna/spa, near the kitchen, in a damp basement), if possible. This is to minimise the risk of premature component failure and to avoid the build-up of mould or mildew (or fats and smoke) which is also bad for the cabinet (and artwork).
Make sure that extension cords, if used, are out of the way (tripping/fraying hazard) and aren't exposed to moisture. Heat generally isn't a concern for the electronics - and ventilation is excellent in our machines - but most technology lasts longer when not exposed to extremely high temperatures for long periods. Bottom line is that if the temperature is comfortable for you and your mates or family, your arcade machine will be fine too.
Remote Controls/Console Controllers
Store these inside the machine at all times. There's a handy powerboard in the cabinet which is great for charging wireless controllers, so they're ready to go when you need them.
Don't place your controllers (or food or drinks!!!) on top of the machine.
Nudging or bumping the cabinet can dislodge anything on top of the cabinet/or pinball backbox - which can cause significant damage to the controls and/or the pinball playfield top glass.
A simple wipe over with a dusting cloth is all that's required to keep the outside of your machine looking good. If there's any build-up of grime, use a slightly damp cloth (WATER ONLY!).
- DO NOT use any cleaning agents, furniture polish, etc.
- DO NOT use abrasive cleaning cloths, steel wool, scourers etc. as this can damage the cabinet, artwork, overlays, glass, or screen.
Every 6-12 months (6 if you have pets or live in a dusty/humid climate), you should give the computer components a quick clean with a can of compressed air. This gets rid of any dust or other build-up, which can eventually cause overheating issues, and keeps the CPU fan running smoothly. Simply open the lockable door to access the computer.
- Don't use your air compressor - it's fine for blowing out the garage, nailing, painting etc., but it's too powerful for computer components and it may actually blow iron filings etc. into the PC parts, causing an electrical short.
- Don't use a vacuum/dust-buster (even those "computer keyboard" ones).
- Don't use a brush, feather duster, or cloth directly on computer components as these can create static which can kill the motherboard.
How do I safely shut down my machine?
Follow these steps to safely shut down your machine.
If you directly shut off your machine with the POWER button, there is a risk that game system settings can become corrupted.
You can safely turn your machine off with the POWER button from the Windows desktop - but you MUST exit front end software such as Steam/Hyperspin/PinballX/PinUp Popper etc. BEFORE using the power button to shut down.
On arcade, cocktail table and pinball machines:
- Press the EXIT button to open the Hyperspin (or PinballX or PinUp Popper) Exit dialogue window, then use your joystick (or left/right flippers in PinballX) to select "Yes" or "Exit to Desktop".
- Hit the Enter/Select button to close the front end. In PinUp Popper, you can directly shut down your machine via the Home menu icon.
- On the Windows desktop, use your trackball to move the pointer over the WIndows logo at the lower left of the screen, then click and choose "Shutdown" from the menu (or use the external POWER button if on your machine).
- On the Pinball machine, press the Power Off button on your TV remote (if applicable).