On-Site Troubleshooting Guide: The Check-In App

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.


CLICK HERE TO DOWNLOAD THE GUIDE


This guide will address common issues such as:
  1. General App Usage:
    1. Can’t sign-in to app
    2. Scanning device lost internet / connectivity
    3. Scanner (camera) does not show up / it is just a blank screen
    4. Scanner does not register a ticket at all in the viewfinder / won’t scan
    5. Customer unable to load, find or download their tickets
    6. The device is running out of battery
    7. The ‘un-synced’ records number keeps increasing
    8. Ticket scans as ‘Returning Visitor’ 
  2. Check-In Mode
    1. The scanner does not register a ticket at all in the viewfinder / won’t scan
    2. The customer’s ticket is scanning as invalid
    3. Customers unable to load, find or download their tickets
    4. Ticket scans as ‘Returning Visitor’
  3. Option Check-In Mode
    1. The scanner does not register a ticket at all in the viewfinder / won’t scan
    2. Customer unable to load/find their ticket options or vouchers (FOR DIGITAL ONLY) 
    3. Customer unsure if they have ticket options or vouchers remaining
    4. When I scan tickets/vouchers, there is nothing available to redeem
    5. Cannot distinguish between ticket and voucher QR codes
  4. Kiosk Mode with Box Office Printing
    1. The printer stops working 
    2. The ticket scans as invalid
    3. Nothing happens when I tell the app to print a ticket/ scan a ticket to print 
    4. The scanner does not register a ticket at all in the viewfinder / won’t scan
  5. Box Office Activation Mode
    1. It scans as ‘Invalid’
    2. It scans as ‘Already Scanned’
    3. The scanner does not register a ticket at all in the viewfinder / won’t scan
    4. The scanner (camera) does not show up / it is just a blank screen

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