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:

A generic error message is used to shift attendees from the queue to allow an event manager to assist with their issues.

The generic error message could appear for one or more of the following reasons:

A printer may not have been selected, or the data may not have 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 (usually a matter of seconds).

It's possible that the device and printer are not connected to the same WIFI network, which is causing the issue. To resolve this, make sure that the device running Eventsforce Kiosk is connected to the same WIFI network as the printer.

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 may need to go into ‘Settings’ on your device, then locate the “Eventsforce Kiosk” app and enable access to the camera.

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 and then attempting to scan the QR code again.

Standard calibration ensures 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.

The Kiosk app can only display in landscape orientation when using just the "QR Code" lookup. Landscape orientation cannot be used if allowing lookup by 'Last name' or 'Ticket number'. Also, check that your device's "Rotation lock" is "Off".

A box 1mm will appear 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.

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 unsure, please contact your hardware provider for further assistance.

This can be caused by the printer being idle for an extended period (10+ minutes). Allow the printer time to warm up. The delay will stop after this short period.

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).

It will delete all the data, but it will warn you if there are pending updates to Eventsforce (attendance and badge printing). Pending updates usually occur if the internet connection to the app has been cut before the sync has been completed.

No. The Eventsforce Attendance app is incompatible with the "dark mode" setting on iOS devices.