It is imperative to maintain a stable internet connection in order for the iLobby application to function correctly on your device. An unstable or restricted connection can sometimes be due to the WiFi network being used.
The following are indicators of a connection issue:
- Delayed or missing email/SMS notifications
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Success sign-ins on via the kiosk are not reflected as visitor records in the VisitorOS portal
Outlined below are troubleshooting steps that can be followed to mitigate/resolve connection issues.
Note: These steps are to be performed on the iPad
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Verify the iPad is connected to your WiFi network. Ensure you have your network’s SSID and password handy as these will be required if the device needs to be reconnected. (Reach out to your IT department if you do not have this information handy)
- Ensure Wi-Fi is enabled by selecting the
- If not connected select the name of the Wi-Fi network you wish to join.
- Enter the password for the network, then tap Join.
- When the iPad has successfully joined the network, you will see a next to the network.
- Ensure Wi-Fi is enabled by selecting the
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If the connection is established, return to the iLobby application and check the connectivity indicator in the bottom left corner of the iLobby application screen:
If a green dot is present, this indicates the connection is successful and the application is ready for use. If a red or yellow dot is present proceed to the next steps.
Note: The device can still be used for visitor sign-ins when in offline mode (indicated by a yellow or red dot). Visitor entries will be stored on the iPad device and submitted to the iLobby server when the connection has been restored. They will then appear in the VisitorOS portal. If the device is offline notifications will not be sent if more than 15 minutes have elapsed since the sign-in's timestamp.
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On the iPad device complete a network reset.
- On the home screen select the to access the settings menu
- Select General
- Select Transfer or Reset iPad
- Select Reset
- Select Reset Network Settings
- Enter passcode if one has been assigned to device
- Select to confirm Reset
- This will prompt iPad to begin a reboot.
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Once iPad has completed reboot, reconnect iPad to the Wifi network it was previously connected to
- On the home screen select the to access the settings menu
- Under the Settings menu select (on the left side of the screen) to enter Wifi Settings.
- Ensure Wi-Fi is enabled by selecting the
- Select the name of the Wi-Fi network you wish to join.
- Enter the password for the network, then tap Join.
- 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.
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If the issue persists, try connecting to a different Wi-Fi network to test the device’s network connection capabilities. (A guest network or a hotspot can be used if available).
If this does not resolve matters, please contact our team at support@ilobby.com, we’re here to help!