Unable to play 3 or 4 players on Emulation Station Arcade

[waterslip]

Hello RetroPie Community,
I am new to this and I have the following question that I can't find the answer to. I have this Retropie device with a pre-installed emulator for running emulated games (Arcade, SNES, Sega...etc). The device works fines I have 2 USB connected game pads and one wirelessly connected PS4 gamepad and all 3 gamepads are connected successfully as I am able to change the menus using anyone of them.
However I am NOT able to play 3 players on all the games especially the Arcade ones (i.e. Battletoads, G.I. Joe) I am not sure why it's not working and how to configure it, any quidance would be much appreciated. I am not sure of the specs of device and software I am using so I took some pics:

This what comes up when I boot up:

The following screen :

In the emulation menu :

Options Menu:

[Ashpool]

@waterslip Please read this first & provide the requested information. But if you're words ("this Retropie device with a pre-installed emulator") imply that you are using a 3rd Party Image (#5 from the link above "... We will not support 3rd party images."), try it with an official image(/install according to the docs) and, if the problem persists, we may be able to help.

[waterslip]

@Ashpool thank you for the response, I did check the requirements documentation and read that post. The menu's are the same and it was installed as per documentation. It's a Raspberry pi4, I just want to know how to allow 3 or 4 players to play at the same time ?

[mitu]

@waterslip said in Unable to play 3 or 4 players on Emulation Station Arcade:

The menu's are the same and it was installed as per documentation.

No, they're not. Your screenshot show a heavily customized RetroPie installation - that's not what a default RetroPie configuration looks like (even with added games). You're clearly using a 3rd party image, for which - as @Ashpool mentioned - we don't offer support.