This FAQ was written to help check-in staff and volunteers troubleshoot problems that may arise with connectivity, the Onsite app, and badge printing during check-in. Some solutions here require you to log into the Socio Platform. If you don't have a Socio Platform account, we strongly recommend asking the event organizer for assistance. You can find printer setup and troubleshooting steps in this article.

Contents

Connectivity

⭐️ Keep in mind, the answers found in this section assume you're using equipment rented from Socio. If your equipment was sourced from somewhere else, please ask your event organizer for instructions and assistance.

How do I connect my router to the internet?

The router has a SIM card already installed and will automatically connect to the internet when powered on.

My router can't connect to the internet.

This is likely due to the router being unable to locate a cell signal. If the router is located in a basement or an inner corner of the building, connect the provided extended ethernet cord to both the router and the printer, and put the router in an area where it can get a signal.

How do I connect my printer to the internet?

Simply connect the included network cable to the printer and the router.

How do I connect my iPad to the internet?

Power on the router and wait about one minute until it's fully booted. Locate the WiFi network name and password on the bottom of the router.

  1. Open the iPad's Settings.

  2. Tap WiFi.

  3. Tap on the correct network.

  4. Enter the password, and tap Join.


Onsite app operation

What’s the minimum operating system that the Onsite App supports?

The Socio Onsite app is supported on Apple iPads running iPadOS 14.0 and later.

What’s the name of the Onsite app in the Apple App Store?

The official name in Apple’s catalog is Socio Check-in, Badge Printing. Once you've downloaded the app, it appears on the iPad home screen as Socio Onsite.

How do I log in to the Onsite app?

You'll log in to the Onsite app using a Socio Platform account. 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, check this out.

Why can’t the Onsite app find a printer?/Why does the app say the printer is offline?

Either of these problems could be due to power loss, disconnected cables, or WiFi settings. 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 iPad is connected to the router's WiFi network.

  5. Go to the iPad's Settings, locate and tap on Socio Onsite in the sidebar, and make sure the Socio Onsite app has both Local Network and Camera permissions.

Screenshot of the Socio Onsite settings page on an iPad. The access toggles are indicated.

How do I know which printer to select?

If there are multiple printers in use at check-in, you should make sure to select the right 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.

What should I enter in the Printer Location field?

The purpose of this field is to identify where a badge will be physically printed — usually the location of the printer. The Location is usually something that ends a phrase attendees see after they check 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 Socio Platform from the Onsite App tab under Confirmation Page.

How do I access the Onsite app's 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 Socio Platform from the Onsite App tab under Other settings.

Screenshot of the Unlock Settings modal.

How do I change printers?

  1. Open the app's Settings menu using the instructions above.

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

  3. Tap the Selected Printer field to search for and choose a different one.

Screenshot of the Printer Settings page of the Onsite App.

How do I change events?

Open the Settings menu using the instructions above, 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 Refresh all onsite data button 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 above and then 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.


Badge printing

Why are some badges missing fields and others aren't?

This may be intended depending on how badges and badge rules were set up in the Socio 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 Socio Platform, use the instructions below to publish changes and update each iPad.

Why don’t badges match recent changes?

Every time you change a badge design in the Socio Platform, you must publish the changes and then refresh the data on each iPad.

To publish badge changes, go to the Badges page in your Onsite event, and click Publish Badges. If you don't have a Socio Platform account, ask your event organizer for help.

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

To update your iPads, access the Settings page on each one using the instructions above. 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/print quality problems

Please click the button below to see our article about badge printer setup and troubleshooting.

Getting help

If you need help with any aspect of Onsite, please click the button below and fill out the form. We'll get back to you as soon as we can.

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