Use this page at the venue when something on the desktop kiosk isn't working. Find the message or the problem, then follow the fix. Screen wording can differ slightly if your event uses its own translations.
Messages and what to do
- "Invalid login credentials": The email or password is wrong. Check both and try again with the account you use for the Eventify admin panel.
- "Session has been expired. Please login.": Your login has expired. Log in again and choose the event.
- "The QR code is invalid": The code isn't for an attendee of this event, or the attendee isn't in the list yet. Sync with New Attendees Only, then scan again, or search by name.
- "Camera Error" / "Unable to access camera. Please check permissions.": The kiosk can't use the webcam. See "The camera doesn't show" below.
- "Failed to load badge templates. Badge printing may not work.": The kiosk couldn't download your badge designs. Check the internet connection, then click Sync and choose Templates & Settings Only.
- "Sync failed. Check your connection and try again.": Offline check-ins couldn't be sent. Reconnect to the internet and click Sync All again.
#image# The Sync Data window used to download templates and new attendees
The badge doesn't print
If the screen stays on "Your badge is being printed" and nothing comes out:
- Click the Back arrow at the bottom of the screen to return to the scan screen.
- Check the printer is switched on, has labels loaded and shows no error light.
- Open Settings and check your badge printer is chosen under Printers.
- Print a test page from the computer's own printer settings. If that fails too, the problem is with the printer or its driver.
- Scan the attendee again and click Print Badge.
#image# The kiosk Settings screen with the Printers list open
If a print job is stuck in the computer's print queue, cancel it from the computer's printer settings before you try again.
The printer isn't in the Printers list
The kiosk shows the printers installed on the computer when the app opens.
- Check the printer is installed on the computer and switched on.
- Restart the computer and open the kiosk app again.
- Open Settings and choose the printer under Printers.
The badge is cut off, sideways or on two labels
- Sideways or upside down: change Rotation in Settings and print again.
- Cut off or split over two labels: the paper or label size in the printer settings on the computer doesn't match your badge template. Set the same size in both.
- Blank label after each badge: calibrate the printer for the loaded labels, as described in its manual.
- Two-sided badge folds in the wrong place: adjust Roll Type and Y Offset (cm). See How to Print Two-Sided and Fanfold Badges on the Desktop Kiosk.
The camera doesn't show
First check that External Scanner and Disable Scan are off in Settings. Both hide the camera.
On Windows:
- Close other apps that might be using the camera, such as video call apps or a browser.
- Open Windows Settings > Privacy & security > Camera. Turn on Camera access and Let desktop apps access your camera.
- Check that antivirus or security software isn't blocking EventifyKiosk.
- Open the Windows Camera app. If it can't show a picture either, the problem is with the camera or its driver.
- Restart the computer and open the kiosk app again.
On Mac:
- Open System Settings > Privacy & Security > Camera.
- Turn on EventifyKiosk.
- Restart the computer and open the kiosk app again.
#image# Windows camera privacy settings with Camera access and Let desktop apps access your camera turned on
The USB scanner doesn't do anything
- Check External Scanner is on in Settings.
- Click in the "Search by name" box on the scan screen. Scans only register when the cursor is in the box.
- Test the scanner in a text editor on the computer before you open the kiosk app. It should type the code and move to a new line. If it doesn't, check the scanner's manual.
Typing a name doesn't find the attendee
- Wait a moment after typing. Up to 10 matches appear under the box. Click the attendee's name in the list.
- Search by part of the name, or by the start of the email address.
- If they registered recently, sync with New Attendees Only.
- Attendees on a waitlist, or not yet approved, aren't in the kiosk list.
Selecting the event or syncing doesn't finish
Check-ins made offline aren't showing in the admin panel
Check-ins that couldn't reach Eventify wait on the laptop. Open Settings, click View Logs next to "Offline Check-in Logs", and click Sync All when you're back online.
Logging out deletes check-ins that haven't been synced. Sync them before you log out.
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Need more help? Contact Eventify support from the admin panel.
