ID Scanning

Issue 1: Visitor IDs are not being scanned or recognized. 

Resolution time: 

Maximum 30 minutes.  

Assumptions: 

You are using a support ID format. 

- PDF417 (Driver’s License & Health Card)   

- MRZ (Passport & Green Card)  

Step 1: Ensure that the ID is not defective and you are doing everything correctly: 

1. Check for any dirt, smudges, or scratches on the barcode of the scanned ID 

2. Ensure you are using the rear camera of the iPad to scan the ID’s barcode 

Step 2: Reboot the iPad: 

1. On the iPad, exit the iLobby app, tap on the Settings App  . In the General tab, press ‘Shut Down’, and then slide to power off .

2. Turn on the iPad by pressing the Power Button (usually located on the top left back corner of the iPad) . Release the Power Button when you see the Apple logo appear.    

Issue 2: After scanning the ID, the process gets stuck and does not move to the next screen. 

Resolution time: 

Maximum 15 minutes.  

Assumptions: 

You know the password to the Wi-Fi network that the iPad is connected to (if applicable) 

Step 1: Reboot the iPad. 

1. On the iPad, exit the iLobby app, press the Settings App  . In the General tab, press ‘Shut Down’, and then slide to power off.

2. Turn on the iPad by pressing the Power Button (usually located on the top left back corner of the iPad) . Release the Power Button when you see the Apple logo appear .

Step 2: Ensure the iPad is connected to a stable network (skip this step if using a Cellular device) 

On the iLobby app’s Welcome screen, there should be a green dot on the bottom left or right corner. 

1. If the dot is red, exit the iLobby app, press the Settings App  . In the Wi-Fi tab, connect to a network if it is not already.

2. If connected, try tapping the network and “Forget This Network”. Reconnect to the network and enter any credentials, as needed.

3. Reset network settings by  going to Settings -> General -> Reset -> Reset Network Settings. Hit Reset to confirm, and wait for the iPad to reboot. Afterwards, go to Settings -> Wi-Fi, and reconnect the device back to your network.

4. Re-open the iLobby app and try scanning the ID again. Ensure you are using the rear camera of the iPad to scan the ID’s barcode

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