This FAQ helps check-in staff and volunteers troubleshoot problems that may arise with connectivity, the Onsite App, and badge printing during check-in. Some solutions require you to log in to the Webex Events platform. If you don't have a Webex Events platform account, we strongly recommend asking your event organizer for assistance.
Our Zebra Printer Setup article is also available to help you with printer setup and troubleshooting.
Connectivity
💡 Keep in mind, the answers in this section assume you're using equipment rented from Webex Events. If your equipment was sourced from somewhere else, ask your event organizer for assistance if something doesn't make sense.
What's the recommended internet speed to print Onsite badges?
Onsite rental kit routers come with a built-in SIM card for connectivity, so you don't need to worry about arranging connectivity! If you're purchasing your own equipment and SIM cards or arranging hard line venue internet, we recommend 5 Mbps upload and download speed.
Test cellular strength in the location you want to put your check-in stations.
How do I connect my router to the internet?
Your router has a SIM card already installed and will automatically connect to the internet when powered on. The event organizer may have arranged for a backup internet source. Ask your event organizer for more information.
My router can't connect to the internet.
This is likely because the router is located in a place where cell signal doesn't reach, such as a basement or a corner of the venue. If internet is slow or the signal is spotty, try moving the router to a different location while not disconnecting it from the printer(s). Talk to your event organizer about moving check-in to a location where your router(s) cell signal is better.
How do I connect my printer to the internet?
Simply connect the included network cable to the printer and to a LAN port on the router. Don't plug the printer into the WAN port on the router.
How do I connect my check-in device to the internet?
Power on the router and wait about one minute until it's fully booted. Locate the WiFi network name and password inside the box the router came in.
Open the iPad or iPhone's Settings.
Tap WiFi.
Tap on the correct network.
Enter the password, then tap Join.
Onsite App operation
What iPadOS/iOS version does Onsite support?
The Onsite App works with version 14.0 or newer of Apple iPadOS and iOS.
What’s the name of the Onsite App in the Apple App Store?
The official name in Apple’s catalog is Onsite by Webex Events (Socio). Once you've downloaded the app, it appears on the device home screen as Onsite.
How do I log in to the Onsite App?
Use a Webex Events platform account to log in to the Onsite App. If you're a staff member or volunteer, ask the event organizer for help logging in if they haven't already provided instructions.
If you're an organizer with an existing platform account and you need help logging in, refer to our article about updating your Webex Events platform account email and password.
Why can’t the Onsite App find a printer? Why does the app say the printer is offline?
Power loss, disconnected cables, or WiFi settings can cause either of these issues. Check each of these in order:
Check that the printer's power cord is plugged in and the printer is powered on.
Check that the network cable connecting the printer to the router is plugged in at both ends. Make sure the printer's network light is green.
Check that the router's power cord is plugged in and the router is powered on.
Make sure the check-in device is connected to the router's WiFi network.
Go to the device's Settings, locate and tap on Webex Events Onsite in the sidebar, and make sure the Onsite by Webex Events App has both Local Network and Camera permissions.
How do I know which printer to select?
If there are multiple printers in use at check-in, make sure to select the correct printer when configuring the Onsite App. The printers are listed in the app by their serial numbers, which you'll find on the bottom of the printer.
What should I enter in the Printer Location field?
This field identifies where a badge will physically print out — usually the location of the printer. The Location is usually something that ends a phrase that appears after an attendee checks in, like "Your badge has been printed at...". If you're not sure what to enter as the Location, ask your event organizer.
Organizers can configure the Location in the Webex Events platform from the Onsite App tab under 'Confirmation Page'.
How do I access the Onsite App settings?
From the main page, swipe up with three fingers to reveal the settings password modal. Enter the password and tap Open Settings. If you don't know the password, check with your event organizer. Organizers can configure the password in the Webex Events platform from the Onsite App tab under 'Other settings'.
From here, you can:
Change check-in mode
How do I change printers?
Open the app's Settings menu using the instructions mentioned earlier.
Tap Printer Settings on the left side of the screen.
Tap the Printer field to search for and choose a different one.
How do I set the badge reprint limit?
Open the app's Settings menu using the instructions mentioned earlier.
Tap Printer Settings on the left side of the screen.
Tap Reprint Limit.
Use the slider to set the reprint limit.
Tap Save.
How do I change Events?
Open the Settings menu using the instructions mentioned earlier, then tap the Change Event button next to the currently-selected Event's name.
Why is the Print Badge button not working?
Check that a printer is connected. If an icon appears in the top right corner of the screen that looks like a printer with a slash through it, there's no printer connected.
Open the Settings menu using the instructions mentioned earlier and connect to a printer from the Printer Settings menu. If the app can't locate your printer, follow the steps mentioned earlier in this article.
If an attendee exceeds the badge reprint limit, can I still reprint their badge?
Yes! If an attendee reaches the badge reprint limit and you try to print their badge, you'll receive a 'Print limit reached' message. To override the reprint limit for the attendee, follow these steps:
In the 'Print limit reached' modal, tap the Unlock Reprinting button.
Enter the settings password, then tap the Allow Reprint button. The badge will start reprinting immediately.
Badge printing
Why are some badges missing fields and others aren't?
This may be intentional depending on how your team set up badges and badge rules in the Webex Events platform. If you're not sure whether fields are being excluded correctly, ask your event organizer for help.
If someone recently changed a badge design in the Webex Events platform, use the instructions below to publish changes and update each check-in device.
Why aren't recent badge changes printing?
Every time you change a badge design in the Webex Events platform, you must publish the changes and then refresh the data on each check-in device.
In your Event or Community navigation bar under ‘Onsite’, click Badge. On the Badge page, click the Publish Badges button. If you don't have a Webex Events Platform account, ask your event organizer for help.
To update your check-in devices, access the Settings page on each one using the instructions mentioned earlier. Tap Refresh All Onsite Data to download the latest badge changes.
Printer errors and print quality problems
Click the button below to read our article about badge printer setup and troubleshooting.
Getting help
If you need help with any aspect of Onsite, click the button below and fill out the form. We'll get back to you as soon as we can.
Questions? Chat Us or Email support@socio.events