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 two are indicators of a connection issue:

- Delayed or missing email/SMS notifications

- Visitor records not populated in the iLobby Dashboard after successful sign-ins 

If you are experiencing either of these, follow the steps below to resolve the issue:

These steps are performed on the iPad

1. Check that the iPad is connected to your WiFi network: press Settings -> Wi-Fi. If the connection is established, check the connectivity indicator in the bottom left corner of the iLobby application screen. If the dot is green, then the application is ready for use. If the dot is red, go to step 2.
   Note: Visitors still can sign in even if the device is not connected (in offline mode). Visitor entries are stored on the iPad and submitted to the iLobby server when the connection is restored. However, notifications will not be sent if more than 15 minutes have elapsed since the sign-in's timestamp.
2. On the iPad, reset the network settings by pressing Settings -> General -> Reset -> Reset Network Settings. Press Reset and wait for the iPad to reboot. 
   
3. Press Settings -> Wi-Fi, and reconnect the device to your network.
   Note: You will need your network’s SSID and password in order to reconnect the device. If necessary, contact your IT department for this information.
4. If the problem persists, try connecting to a different Wi-Fi network (a guest network or a hotspot will work). If this does not resolve matters, please contact iLobby Support at support@goilobby.com.

• Related Articles

• 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 ...

• 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 ...

• 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 ...

• 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 ...

• Printing Visitor Badges

  Use this function to control how visitor badges are printed from the device. Separate articles explain how to set up the badge printing function itself: Wi-Fi Printing Configuration Guide (iOS) Setting up Bluetooth Printing Once this functionality is ...