SV3 Visitor | Visitor Check-In | Troubleshooting: Visitor Check-In Issues

Purpose

Support-driven quick fixes for the most common lobby check-in issues.

Common Issues & Solutions

1. QR Code Will Not Scan

Causes:

• Smudged phone screen

• Low contrast on printed email

• Camera glare

Fix:

• Increase screen brightness

• Move QR code closer/farther

• Switch to ID scan

2. ID Won’t Scan

Causes:

• Damaged ID

• Barcode not visible

• Scanner dirty

Fix:

• Clean scanner glass

• Manually enter visitor info

• Ask for alternate ID

3. Scheduled Visitor Not Appearing

Causes:

• Wrong date

• Wrong host

• Invitation not submitted

• Visitor used different email at check-in

• Visitor used different name "nickname" at check-in

Fix:

• Search by name

• Check for duplicate profiles

• Confirm with host that the invite was sent

4. Badge Won’t Print

Causes:

• Printer offline

• Paper jam

• Badge template misconfigured

Fix:

• Use Badge Only button

• Power cycle printer

• Reload badge stock

• Contact Support if persistent

5. Host Not Receiving Notifications

Causes:

• Notification toggle off

• Wrong host email

• SMS disabled

• Host filtered email to spam

Fix:

• Verify organizer settings

• Confirm host’s email

6. Kiosk Not Responding

Fix:

• Restart the kiosk app

• Reconnect to WiFi

• Reboot tablet

• Ensure power cable is secure

7. Watchlist Alert Triggered

Fix:

• Follow building’s security protocol

• Do not complete check-in if unsure

• Notify supervisor immediately