Troubleshooting: iLobby iPad 

 

Experiencing issues with your iLobby kiosk iPadBelow we’ve outlined some common troubleshooting steps you can tryNeed more helpReach out to our team at support@ilobby.com, we’re here to help! 

iPad battery not holding 100% charge

Note: Third-party charging equipment can sometimes affect an iPad’s charging capabilities. When purchasing your kiosk device from iLobby 90° cables are included in the shipment to ensure they will fit in the case and allow the device to stay charged. If you require new cables, please visit our online store.

To access the ILobby store:

  1. Log in to FacilityOS 
  2. Select   
  3. Under Visitor OS select  
     


  4. In VisitorOS select to access Main Menu 
  5. Select  
     
     

    If the issue is not the result of 3
    rd party equipment, continue to the troubleshooting steps outlined below. 

Reboot the iPad

  1. On the iPad device press the Sleep and Home buttons at the same time and hold for 10-15 seconds until the Apple Logo appears.  
  2. Release the buttons when the Apple logo appears ignoring the red slider.

    Note: If your iPad device does not have a Home Button follow the instructions below: 
    • Press the Power button and either the volume up or volume down button, hold down until a slider appears. 
    • Use the slider to power off the device 
    • Once the device has turned off, press and hold the Power button at the top of the device until the Apple logo appears to restart.  
       

Ensure you are using an Apple cable and appropriate charging brick.

Note: The Watts required to keep your iPad charged while operating all day differs based on the model being used.  

  • Model Name: iPad Air 2 (5th & 6th Generation) require 12W  
  • Model Name: iPad (7th and 8th Generation) require 20W  
  • Model Name: iPad Pro 12.9-inch require 20W 
    Note: You can verify how many Watts your charging brick provides by looking at its Certification Label.  
     
     

    Note: Try using a different Apple cable/charging brick
    to verify both are in working order. Also try connecting to a different power outlet. Sometimes the existing charging unit or power outlet may not provide enough electricity. 

Allow the iPad battery to drain overnight 

  1. Unplug the iPad from the power outlet allowing the battery to drain completely 
  2. Once the iPad battery has drained to 0, plug it back in to the power outlet  
  3. Leave the device plugged in until charged verifying it reaches 100% 
     

Perform a factory reset on the iPad

Follow the instructions outlined in the iLobby iPad Security Guide to complete a factory reset and reconnect your device.   
 
Note: Before performing the factory reset, ensure you have your internal Wi-Fi password available (if applicable).  

 

Cellular device does not have a connection   

Note: Troubleshooting steps require  

  1. You have access to the key to remove the iPad from the metal case
  2. You have a pin to remove the SIM tray from the iPad.   

 

Check for carrier outages in your area 

Remove & Re-insert SIM Tray: 

  1. Using the provided key, unlock and remove the iPad from the case 
  2. Use a pin to remove the SIM tray from the iPad  
  3. Re-insert the SIM tray

    Note:
    If you experience a lot of resistance, ensure that the SIM card is properly in place
  4. On the iPad, exit the iLobby application.  
  5. On the home screen select the to access the settings menu  
  6. Select General 
  7. Select Shut Down  
     


  8. Use the slider to power off  



  9. Press and hold the Power Button (usually located on the top of the iPad) to turn on the device. Release the Power Button when you see the Apple logo appear.  
  10. Check the top right corner of the iPad screen for cellular connection bars (3 or more bars will indicate a good connection)  
     
    Note: To verify a successful connection you can also open the Safari application on the device and navigate to speedtest.net.  The iLobby application requires a minimum speed of at least 2.0mbps.  

Device appears offline when connected to a stable network

Reboot the iPad

  1. On the iPad, exit the iLobby application.  
  2. On the home screen select the to access the settings menu  
  3. Select General 
  4. Select Shut Down  
     


  5. Use the slider to power off  
     


  6. Press and hold the Power Button (usually located on the top of the iPad) to turn on the device. Release the Power Button when you see the Apple logo appear.

Reset Network Settings 

  1. On the home screen select the to access the settings menu 

  2. Select General 
  3. Select Transfer or Reset iPad 
     


  4. Select Reset 
     


  5. Select Reset Network Settings 
     


  6. Enter passcode if one has been assigned to device 
     
     

  7. Select to confirm Reset 
     


  8. This will prompt iPad to begin a reboot. 
  9. Once iPad has completed reboot, reconnect iPad to the Wifi network it was previously connected to. 
  10. On the home screen select the to access the settings menu 
  11. Under the Settings menu select (on the left side of the screen) to enter Wifi Settings. 
  12. Ensure Wi-Fi is enabled by selecting the  
     
     
     
    Note: You will need your network’s SSID (wifi name) and password in order to reconnect it. If you do not have this information, please contact your IT department

  13. Select the name of the Wi-Fi network you wish to join.
  14. Enter the password for the network, then tap Join.  
     
     

  15. When the iPad has successfully joined the network, you will see a next to the network and a in the upper-right corner of the display. 
  16. Restart the iLobby application  
  17. After completing the above steps if the iLobby application still appears offline, please contact our team at support@ilobby.com, we’re here to help.  

Visitors’ photos are inverted when viewed in VisitorOS Portal

  1. On iPad kiosk device close iLobby application   
  2. Swipe down from the top-right corner of the iPad screen to access Control Center 
     


  3. Select the  to lock the screen in the correct rotation.  
  4. Swipe up from the bottom of the screen or tap the screen to close the Control Center menu 
  5. Select the on the home screen to re-launch the iLobby application   

Sections of Screen Unresponsive

Follow the troubleshooting steps below if a pixelated grey area is present on the unresponsive section of the screen. 

Note: The below troubleshooting steps assume the iPad device is set to Guided Access Mode and you have the passcode to exit Guided Access Mode. 

  1. For iPads with a home button, triple-click the home button and enter the Guided Access passcode 

    Note: For iPads without a home button, triple-click the power button and enter the Guided Access passcode  
  2. Select the ‘X’ on the pixelated grey area  
     


  3. Select Resume in the top right corner 

ILobby App appears smaller after iPad Pro Reset

  1. On the home screen select the to access the settings menu 
  2. Select Display & Brightness 
  3. Select View  
  4. Select Zoomed  
  5. Select Save to save changes 
  6. Exit Settings menu 
  7. Select the on the home screen to re-launch the iLobby application 

For further troubleshooting assistance reach out to our team at support@ilobby.com, we’re here to help!  

 

Was this article helpful?
0 out of 0 found this helpful

Articles in this section