All Collections
Onsite
Venue Setup
Onsite Event Check-in and Badge Printing Troubleshooting FAQ
Onsite Event Check-in and Badge Printing Troubleshooting FAQ

Questions and answers for event check-in staff and volunteers

Daniel Murphey avatar
Written by Daniel Murphey
Updated this week

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

What's the recommended internet speed to print Onsite badges?

We recommend at least 5 Mbps upload and download speed. Whether your router is using venue internet or a SIM card for internet connectivity, always test internet speed in the location you want to put your check-in stations.

How do I connect my router to the internet?

Equipment rented from our preferred vendor, Choose 2 Rent, includes a router with a SIM card already installed. Shortly after the router powers up, it will automatically connect to the internet.

If the equipment came from another vendor, the router may still have a SIM card or you may have to connect a network cable from the venue to the router's WAN port. Ask your event organizer for more information.

My router can't connect to the internet.

If your router has a SIM card, no connection or poor connection usually means 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 poor, try moving the router to a different location without disconnecting it from the printer(s). Talk to your event organizer about moving check-in to a location where cell signal is better.

If your router is connected to venue internet with a network cable, make sure the cable is solidly connected at both ends. Ask venue staff for assistance if necessary.

How do I connect my printer to the internet?

Simply connect a network cable to the printer and to one of the numbered LAN ports on the router. Don't plug the printer into the router's WAN port.

How do I connect my check-in device to the internet?

  1. Power on the router and wait about one minute until it's fully booted.

  2. Locate the WiFi network name and password on the back or side of the router.

  3. Open the iPad or iPhone's Settings.

  4. Tap WiFi.

  5. Tap on the correct network.

  6. 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.

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.

Picture of the sticker found on the bottom of a Zebra ZD620 printer. The serial number is indicated.

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...".

The app shows what you're completing when you type in the location, and the message updates as you type to show how it will appear to attendees. If you're not sure what to enter as the Location, ask your event organizer.

The Printer Location page. The sentence the user is completing is indicated.

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:

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:

  1. Check that the printer's power cord is plugged in and the printer is powered on.

  2. 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.

  3. Check that the router's power cord is plugged in and the router is powered on.

  4. Make sure the check-in device is connected to the router's WiFi network.

  5. 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.

    The Onsite by Webex Events app's settings in an iPad's settings menu.
  6. Sometimes an issue with the router can prevent the Onsite App from finding a printer. If you've checked all of the steps above and the app still can't find the printer, try manually entering the printer's IP address. Here's how:

    1. If you're still in the setup process on the 'Available Printers' page, tap the Add Printer by IP Address button.
      If the Onsite App is already on kiosk mode, open the app's Settings menu using the instructions mentioned earlier. Tap Printer Settings, then Printer, then tap Add Printer by IP Address.

    2. Locate the printer's IP address. For ZD620 printers, the IP address and the version number display in rotation on the main screen. For ZD621 printers, tap the Printer Info button to find the IP address.

    3. Enter the IP address in the field, then tap Add Printer.

      💡 Keep in mind, leave the port number at 9100 unless otherwise noted on the printer.

How do I change printers?

  1. Open the app's Settings menu using the instructions mentioned earlier.

  2. Tap Printer Settings on the left side of the screen.

    The Printer Settings page of the Onsite App. The Printer option is indicated.
  3. Tap the Printer option, then tap Search for Printers to search for and choose a different one, or tap Add Printer by IP Address to manually type in the printer's IP address.

    💡 Keep in mind, for ZD620 printers, the IP address and the version number display in rotation on the main screen. For ZD621 printers, tap the Printer Info button to find the IP address.

How do I set the badge reprint limit?

Open the app's Settings menu using the instructions mentioned earlier.

  1. Tap Printer Settings on the left side of the screen.

  2. Tap Reprint Limit.

  3. Use the slider to set the reprint limit.

  4. Tap Save.

Screenshot showing the printer option on the printer settings menu in the Onsite app.

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.

Screenshot of the Event Settings page in the Onsite App. The 'Change Event' option is indicated.

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.

Screenshot showing the disconnected printer icon.

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:

  1. In the 'Print limit reached' modal, tap the Unlock Reprinting button.

    The 'Print limit reached' modal.
  2. Enter the settings password, then tap the Allow Reprint button. The badge will start reprinting immediately.

    The 'Allow Reprint' modal.


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.

Can I change an attendee's exclusive group?

Yes! However, after you change an exclusive group, you must refresh all your check-in devices to make sure the right information prints on the attendee's badge. Read the section below this one to learn how to refresh check-in devices.

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 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.

The steps just described.

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.

Screenshot of the Event Settings page in the Onsite App. The Refresh all onsite data button is indicated.

Printer errors and print quality problems

Click the button below to read our article about badge printer setup and troubleshooting.

Getting help

If you can't find a solution to a question or problem using the resources above, here's what to do next:

App help

For all issues related to the Webex Events Onsite app, such as errors, attendee data problems, and settings, chat with the Webex Events support team using the bubble at the bottom right corner of this screen.

Hardware help

For all issues related to hardware, such as misprints and configuration problems, contact your rental provider. If you bought your own equipment, simply live chat with us using the bubble at the bottom right corner of this screen.

Questions? Chat with us, email support@socio.events, or attend a Face to Face session.

Did this answer your question?