iPad Issues

iPad Issues

Issue 1:  The iPad battery is not holding 100% charge. 

Resolution time varies. 
Assumption: 
The iPad is always connected to the charger. 
Important things to check for: 
Third-party charging equipment will sometimes cause the iPad to not charge as quickly. 

Step 1: Reboot the iPad. 

1. Hold down on the Sleep and Home buttons at the same time for about 10-15 seconds until the Apple Logo appears - ignore the red slider - let go of the buttons.
If there is no home button on your iPad:
- Press and hold down on the top button and either the volume up or volume down button until a slider appears.
- Slide a finger along the slider to turn off the iPad.
- Once it's turned off, press and hold on the top button again until the Apple logo appears  

Step 2: Ensure you are using an Apple cable and appropriate charging brick. 

1. Depending on your iPad model, it may need more Watts to charge while being turned on all day. 
- Model Air 2, 5th and 6th Generation require 12W 
- Model 7th and 8th Generation require 20W 
- 12.9-inch Pro Models require 20W 
You can find how many Watts your charging brick provides by looking at its Certification Label. 
 
 

Step 3: Try using a different Apple cable/charging brick. Alternatively, try a different power outlet.

Sometimes, the existing charging unit or power outlet may not provide enough electricity.  

Step 4: Allow the iPad battery to drain overnight by unplugging it from the power outlet.

1. Sometimes, there may be an issue with the iPad battery not displaying the correct battery percentage. 
2. Once the iPad battery has drained to 0, plug it back in the power outlet to see if it can charge to 100%.

Step 5: Perform a factory reset of the iPad. 

1. In some rare cases, the iPad may have a stuck process that is consuming too much power.  
Before performing the factory reset, ensure that you have your internal Wi-Fi password available (if applicable).  
Follow the instructions in the following link for a step-by-step on how to reset and reconnect your device.  

Issue 2: Cellular device does not have a connection  

Resolution time varies. 
Assumption: 
- You have the key to remove the iPad from the metal case. 
- You have a pin to remove the SIM tray from the iPad.  
Important things to check for: 
- Verify if the carrier has an outage in your area.  
- USA: downdetector.com/status/verizon/  
- Canada: downdetector.ca/status/rogers/ 
Please do the following:
1. Using the provided key, unlock the case and remove the iPad 
2. With a pin, remove the SIM tray from the iPad 
3. Re-insert the SIM tray.  
If you experience a lot of resistance, ensure that the SIM card is properly in place 
4. On the iPad, exit the iLobby app, press the Settings App App Icon - Icons and Images - iOS - Human Interface Guidelines - Apple Developer. In the General tab, press ‘Shut Down’, and then slide to power off 
5. 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. 
6. Check the top right corner of the iPad screen for cellular connection bars (3 or more bars will indicate a good connection) 
Alternatively, you can open the Safari app and navigate to speedtest.net  
A speed of at least 2.0mbps is required for iLobby to work.

Issue 3: The device is connected to a stable network, but the iLobby app is showing as offline.  

Resolution time: 
Maximum 30 minutes.  
Assumption: 
You can browse the Safari app and load webpages. 

Step 1: Reboot the iPad 

1. On the iPad, exit the iLobby app, press the Settings App App Icon - Icons and Images - iOS - Human Interface Guidelines - Apple Developer. 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: Reset Network settings

1. Go 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.
You will need your network’s SSID and password in order to reconnect it. If you do not have this information, please contact your IT department.  
2. Restart the app, and see how it works.
Step 3: If the iLobby app is still showing as offline, please contact Support@iLobby.com and request that your iLobby application is re-installed on the device 

Issue 4: Visitors’ photos are being shown as upside-down on the iLobby Portal.  

Resolution time: 
Maximum 1 minute.   
Check the following settings on the iPad:
1. Please temporarily close the iLobby app. 
2. Swipe down from the  top-right corner of the iPad screen to get this menu:

3. This is the Control Center of the iPad. Tap on the icon of the lock to lock the screen in the correct rotation. 
4. To close the Control Center, swipe up from the bottom of the screen or tap the screen. 
5. Launch the iLobby app by tapping on the app icon.   

Issue 5: Part of the device screen is not responding to touch.  

Resolution time: 
Maximum 1 minute. 
Assumption: 
- The iPad is set to Guided Access Mode. 
- You have the passcode to exit Guided Access Mode. 
Important things to check for: 
A pixelated grey area on the non-responsive part of the screen.   
Step 1: For iPads with a home button, triple-click the home button and enter the Guided Access passcode
For iPads without a home button, triple-click the power button and enter the Guided Access passcode 
Step 2: Tap the ‘X’ on the pixelated gray area 

Step 3: Tap ‘Resume’ on the top right corner

Issue 6: I reset the iPad Pro, but the iLobby app now looks smaller.

Resolution time: Maximum 1 minute
Step 1. Open the iPad Settings app and go to "Display & Brightness"
Step 2. Tap "View" and select "Zoomed". Press Save.
Step 3. Exit Settings and re-open the iLobby app

    • Related Articles

    • WiFi Connectivity (iOS) Issues

      The iLobby application requires that the iPad have a stable internet connection in order to function properly. In certain circumstances, the connection may become unstable or restricted due to the WiFi network being used. In particular, the following ...

    • Issues with iLobby Touchless

      Issue 1: Host names cannot be found during Touchless sign-in.   Resolution time:  Maximum 2 minutes.  Step 1: Log in with your credentials to the iLobby Portal through portal.goilobby.com  Step 2: Select Address Book from the top of the screen, and ...

    • iLobby iPad Security Guide

      Step 1: Reset your iLobby device profile in the iLobby portal 1. Please use this link to check if your iPad requires a security update. If you have used the tool and were directed to this page, please proceed to the next step.  2. In your browser, ...

    • Address Book

      This guide outlines the steps required to resolve the iLobby Address Book-related issues.  Issue 1: Host from the Address Book cannot be found on the “Who are you visiting?” screen.  Resolution time:  Maximum 15 minutes.   Assumptions:  You have ...

    • Setting up Guided Access

      Guided Access is a feature that lets you restrict the use of the iPad to a single app of your choice. It is part of Apple's iOS operating system on the iPad. Enabling Guided Access mode ensures that your visitors are restricted to the iLobby app, and ...