Frequently Asked Questions

Sidekick

First, be sure you typed your username and password correctly (passwords are case sensitive) and that you are using the email address / Username and the password you used to create your account on SortArena.com.  If you changed the Username or password on SortArena.com, use the new username and password that you set most recently.

If you are sure you are using the correct username, but you forgot your password,
click on ‘Forgot your password?’ on the SortArena.com sign in page to recover it.  Password recovery instructions will be sent to the email associated with your account.

Sign In Page

Note that producer accounts cannot be used to sign into Sidekick.

First, make sure you have a current, paid membership on SortArena.com. You can sign
into your account on SortArena.com to check the status of your membership.

If your paid membership is current, check the SETTINGS  on your phone, find Sidekick in the list and make sure you are allowing notifications.

If notifications are on, you can also make sure the producer has registered you using your correct rider number.

If the producer manually typed your name into the registration form instead of choosing you, and your rider Id number, from the known rider list, they will be using the wrong rider number for you.  If this has happened see instructions on the Sidekick ‘More..’ page for how to correct this situation.

Make sure the producer also has your correct phone number

In the past, sortarena mobile alerts were sent using SMS messages to your phone. Due to changing regulations and market conditions, this has been changed to use the newer and more direct Notifications technology.  The old SMS messaging is being replaced by device Notifiactions over time.

If you have, in the past, signed in on the Sidekick app, ride rosters etc will then be sent as phone Alerts and Notifications instead of by the old SMS text message.

Otherwise, make sure you have a current, SortArena paid membership.  You can sign into your account on SortArena.com to check the status of your membership.

If you were getting text messages and you ever replied STOP to any of the previous SortArena text messages, you will be opted out of receiving further text messages and would need to turn messages back on by sending START to
1-520-866-0300.

You can also make sure the producer has registered you using your correct rider number.  If the producer manually typed your name into the registration form instead of choosing you, and your rider Id number, from the known rider list, then they will be using the wrong rider number for you.  See instructions on the Sidekick ‘More..’ page for how to correct this situation.

Make sure the producer also has your correct phone number.

No, you can only sign into Sidekick on one device at a time. If you sign into Sidekick on another device, you will be automatically signed out on the first device.

No, your producer account and rider account should be two separate accounts with
separate usernames. You must sign into Sidekick with rider account credentials.

If a good internet connection is not available at the location where the SortArena event software is being used, there will be no show data updates to your Sidekick app.  

A server messaging conflict existed that was causing Sidekick to close unexpectedly.  That conflict has been eliminated in Sidekick versions 2.5.3018 and later.  If you are experiencing this issue, download the latest Sidekick from your app store.

ShowRunner

Yes! First, visit SortArena.com and sign up for a free Evaluation Producer account.

Be sure to enter all valid info, as this will become your real producer account if you choose to purchase the ShowRunner software license.

Once signed up as an evaluation producer, you will be able to download the SortArena ShowRunner software and use it to practice, learn how it works, and see if it is a good fit for you and your group.

Be sure to review all relevant tutorial videos and practice running a show before running a ‘live’ event.

ShowRunner Video Tutorials

Sign up here.

Note that you cannot combine your rider account with a producer account, so please be sure to use a different unique username / email address for the producer account if you already have a rider account on SortArena.com.

If you have already created a producer account on SortArena.com, sign into your
account, and you will see a link where you can make the software license purchase.

Once the purchase has been completed, your existing Evaluation Producer account will be upgraded to a Standard Producer account.  When you sign in to ShowRunner with your Username and Password, ShowRunner will recognize that you are no longer just an evaluation and will authorize full software functionality.

It is very important that the Video Tutorials be reviewed and a practice show be run from start to finish, prior to using ShowRunner at a live event to ensure a successful show. 

ShowRunner Video Tutorials

The cost for a single producer license is $395. After the first year, there is a $200 yearly maintenance fee to continue using the software.  The maintenance is included with your first year license.  The maintenance fee covers software updates.

 

Preregistration offers advantages to show producers and their riders.  Producers can get a better idea of upcoming show attendance, and riders can see who is already signed up and can ‘lock in’ their best teams early.

More Preregistration Info here.

No, you will need to run a Windows computer to use the ShowRunner software.  Windows 10 and later are supported.

Yes.  You can register any rider that comes to ride at your show.  However, there are many benefits for your riders when they create a paid or free rider account on SortArena.com.  Show producers also benefit from encouraging riders to create their own rider account with SortArena.  Rider accounts are free with no hassle options to upgrade to premium Sortarena features, if desired.

When you register riders for your show, you will be able to quickly select from a list of
known riders who have ridden at any show producer’s event that was powered by SortArena in the past. This list includes all known riders, whether they have a SortArena rider account or not. You can also enter new riders who have never ridden at a SortArena-powered event before.

IMPORTANT:  Always register your riders using the pop-up known riders list unless you are sure that your rider is not found in the list.  Manually type in riders at registartion if they are not in the list.

Preferred Producer is a free  upgrade to the Standard Producer account which comes with the initial ShowRunner software license purchase.

A Preferred Producer account can access server based reporting capabilities beyond the reporting capabilities included with the ShowRunner desktop software.

To become a Preferred Producer, over 40% of your riders need to have a current SortArena Premier (paid) membership.  You can see your current SortArena rider  participations percentage on your dashboard under Riders/SortArena membership.

Most producers use the Farmtek Polaris timer system with the ShowRunner event software.  These timers have been used with great success over the last many years.

Farmtek Timer Systems

Note1:  For use with ShowRunner event software, configure the timer to use hundreths of seconds (60.00)  instead of thousanths.(60.000).

Note2:  If your handicap system calls for adding time to the 60 second normal run, you will want to use the ‘bi-directional’ cable available from Farmtek.  This cable has an extra connector that will allow the ShowRunner software to change the timer to allow more or less time on the clock for the run.. 

Timer connection problems have nearly always been cable or driver related.  You can check for driver problems by looking in Windows Device Manager.  Also, make sure the serial adapter is connected to the USB port prior to launching ShowRunner.  ShowRunner only checks for the connection to the timer when it is being launched.

If you are having driver trouble, a different USB to Serial adapter can often resolve the issue.  Here is a USB to Serial adapter that has worked well in the past.

Terra Grand USB to Serial adapter

More FarmTek Timer troubleshooting

Membership

Yes! First, cancel auto-renewal on your current membership. To do so, sign into your account on SortArena.com and edit your profile. You will see a link that will let you cancel the auto-renew in the membership tab. Then, when your current membership is about to expire, purchase a new membership for the term you desire.

We’ll be sad to see you go, but if you need to cancel your membership renewal, you can do so on SortArena.com. Click on the Account menu and select Edit My Profile.  On the Profile page click the Membership tab and then click the Stop Renewal and confirm your choice.  

To cancel auto-renewal on the membership, just sign into your account on SortArena.com and edit your profile.  You will see a link that will let you cancel the auto-renew in the membership tab.

Although this may be an option in the future, currently, each rider must have their own account with a unique username for each rider. Each rider must also have their own paid membership to enjoy all the benefits of Sidekick.

Sign in & Passwords

If you are sure you are using the correct username, but you forgot your password,
click on ‘Forgot your password?’ on the SortArena.com sign in page to recover it.  Password recovery instructions will be sent to the email associated with your account.

Sign In Page

If you are unable to recover your password using the Password Recovery option, you can request a password recover by email at:

support@sortarena.com