As attendees begin checking in on-site, they may encounter an error message upon scanning their QR code or looking up their registration. We have a number of reasons why an error message may appear.
This article covers the following FAQs:
What could cause an error message?
A generic error message is used as a way of getting attendees out of the queue where their issues can be dealt with by an event manager.
The generic error message could appear for one or more of the following reasons:
A badge has already been printed for the person (does not apply to admin reprints)
QR code is not valid for the event, or not recognized
Payment status of the attendee is “unpaid” or “partly paid” and you are only allowing fully “paid” attendees to check-in
Invalid ticket number (applies to “Ticket number” lookup mode only)
Why is the “Start” button not active on the 'Admin screen'?
It’s possible a printer has not been selected, or the data has not completed the initial sync. Select a printer at the top of the ‘Admin Screen’ if you have not done so already. You may also need to allow more time for the initial sync to take place (usually a matter of seconds).
Why is my printer not listed in the app?
This may be because the device and printer are not on the same WIFI network. The device running Eventsforce Kiosk needs to be on the same WIFI network as the printer. Verify the device and printer are on the same WIFI network.
Why is the camera not working?
You must allow the Eventsforce Kiosk app access to the camera on your device. When opening the app for the first time, you will be asked whether to give the app access to your camera. Be sure to select “OK”. Alternatively, you will need to go into ‘Settings’ on your device, locate the “EF Kiosk” app and enable access to the camera.
Why can’t new attendees print their badge?
The sync between Eventsforce and the Eventsforce Kiosk happens every 30 seconds. New registrations take just up to half a minute to be synchronized depending on the volume of new registrations and other transactions. We recommend waiting a minute then attempt to scan the QR code again to print the badge.
Why does the printer use a lot of badges when powered on?
This is standard calibration to make sure the printer knows where each label starts and finishes. There are two calibration modes on the printer; short and long. A way to avoid the long is to power up the printer without badge stock in the device. Then, when un-paused, it will do a short calibration which uses 2-3 badges.
Why is my Kiosk app not displaying in landscape mode?
The Kiosk app can only display in landscape orientation when using "QR Code" lookup only. If allowing lookup by 'Last name' or 'Ticket number', landscape orientation cannot be used. Also, check that "Rotation lock" on your device is "Off".
Why is a box appearing on my test badge?
There is a box 1mm inside the badge edge on the test badge. This can be used to help calibrate the printer. This is expected behavior and will not occur when printing badges on-site for attendees.
Why is the overprinting on the badge is very light?
There is a setting on the printer which can adjust the darkness of the printing. Adjust the settings accordingly and test further to ensure proper display. Generally a darkness of 20+ is about right. If you are unsure, please contact ITR or your hardware provider for further assistance.
Why is there a delay when I print?
This can be caused by the printer being idle for a long period (10+ minutes). Allow the printer time to heat back up. The delay will stop once the printer heats back up.
Why is my attendee not showing as “Attended” in Eventsforce?
The person may have been scanned but the update to Eventsforce is still pending. The attendance sync from Eventsforce Kiosk is done every 60 seconds. Another reason might be that you've chosen "Print Only" as the Kiosk mode (Setup > On-site > Kiosk Settings).
What happens if I reset all the app data?
It will delete all the data, but if there are pending updates to Eventsforce (attendance and badge printing) it will warn you. Having pending updates will usually occur if the internet connection to the app has been cut before the sync has completed.
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