Returning Visitor

Issue 1: When typing in a returning visitor’s name or scanning their QR code, the error message “Cannot process your request at this time” appears. 

Resolution time: 

Maximum 5 minutes. 

Assumptions: 

- For WiFi iPads, you know the Wi-Fi password for the network that the iPad is connected to. 

- For Cellular iPads, 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/ 

Check iPad’s connectivity:

​

For WiFi iPads:

1. On the iPad, exit the iLobby app, press the Settings App . Under “General”, scroll down to “Reset” and press “Reset Network Settings” and “Reset” again. 

2. Once the iPad has booted up, open the Settings App again and navigate to “Wi-Fi”.  

3. Reconnect to the internal Wi-Fi network with any credentials as needed. 

4. Restart the iLobby app and see how it works

For Cellular iPads:

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 . 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 2: Getting a No Match Found. Please proceed with the standard registration” error message when typing a name in the Returning Visitor search bar. 

Resolution time varies.

Step 1: Check for the visitor’s record on the iLobby portal through portal.goilobby.com.  The visitor’s name must match exactly how they are trying to enter it on the iPad 

Step 2: Make sure that a visitor enters their full name (first name and last name).  If only a single name or last name is entered, the system assumes it is the visitor's last name.

This flow works best if visitors enter their first and last name as they did originally. 

Step 3: It is possible to apply a rule to the “Full Name” Data Field that requires visitors to input their First and Last names before continuing their sign-in. If you’d like to have it implemented for you, please reach out to Support@iLobby.com.

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