On-Site Troubleshooting Guide: The Check-In App
We recommend that you download, print, and hand out a copy of the On-site Check-In App Troubleshooting guide to ALL staff and volunteers who will be using the app during your event.
This guide will address common issues such as:
- General App Usage:
- Can’t sign-in to app
- Scanning device lost internet / connectivity
- Scanner (camera) does not show up / it is just a blank screen
- Scanner does not register a ticket at all in the viewfinder / won’t scan
- Customer unable to load, find or download their tickets
- The device is running out of battery
- The ‘un-synced’ records number keeps increasing
- Ticket scans as ‘Returning Visitor’
- Check-In Mode
- The scanner does not register a ticket at all in the viewfinder / won’t scan
- The customer’s ticket is scanning as invalid
- Customers unable to load, find or download their tickets
- Ticket scans as ‘Returning Visitor’
- Option Check-In Mode
- The scanner does not register a ticket at all in the viewfinder / won’t scan
- Customer unable to load/find their ticket options or vouchers (FOR DIGITAL ONLY)
- Customer unsure if they have ticket options or vouchers remaining
- When I scan tickets/vouchers, there is nothing available to redeem
- Cannot distinguish between ticket and voucher QR codes
- Kiosk Mode with Box Office Printing
- The printer stops working
- The ticket scans as invalid
- Nothing happens when I tell the app to print a ticket/ scan a ticket to print
- The scanner does not register a ticket at all in the viewfinder / won’t scan
- Box Office Activation Mode
- It scans as ‘Invalid’
- It scans as ‘Already Scanned’
- The scanner does not register a ticket at all in the viewfinder / won’t scan
- The scanner (camera) does not show up / it is just a blank screen
Related Articles
I am scanning a customer's ticket, but it is saying it is invalid. Why?
There are a number of reasons that this may occur: It is not an EventsPass ticket (see here View or edit the details of an individual transaction) The ticket is not valid for use on the current day (please familiarise yourself with 'TICKET VALIDITY ...
Manually check-in or check-out a customer from your event via your dashboard
This article will guide you through the process of manually checking in, or checking out an event from your event (marking them as having physically entered or left your event), from your event dashboard. This can also be achieved via the EventsPass ...
Check or validate a customer's tickets
This guide will illustrate how you can check whether a customer's ticket is valid for entry using the 'Validate QR Code' scanning mode in the CheckIn app. To do so, load your event in CheckIn, then tap 'Settings'. Then tap 'Validate QR Codes'. This ...
The CheckIn App
Configure the CheckIn app WATCH: How to configure Check-in App Use the CheckIn app READ: One-page guide on scanning attendees into your event using the CheckIn app (essential reading for all entry scanning staff)
Configure your box office for high-volume on-site ticket printing (conference badges, wristband tickets etc.)
It is recommended that this process be commenced at minimum 6 weeks prior to your event to allow for adequate time for training staff and hardware rental (if applicable). Introduction Use this guide to learn how to set up ticket printing at your ...