Check-in Kiosk and App Troubleshooting

Below is a list of possible errors with the Cadmium Check-in App or Printer. Click on the error to be directed to the trouble shooting steps. 

• I am unable to connect my printer to the Internet
• I am unable to connect my printer to the Cadmium Check-in App 
• My validation print doesn’t look correct
• The badge size or alignment is off
• My printer is flashing errors
• The kiosk welcome screen has the incorrect event name or dates
• An attendee scanned the check-in QR code and the Cadmium Check-in App displayed a successful check-in and print but badge did not print
• “Wrong QR code” 
• “Printer is paused” error with no cause listed 
• “Printer is paused, Cause: Paper is out.” error 
• “Printer is paused, Cause: Head is Open” error 
• “The kiosk is offline. Please check your internet connection and try again” 
• “Unable to fetch attendee data from server” error displays on kiosk when scanning

I am unable to connect my printer to the Internet

If you are having trouble connecting your printer to the internet, follow these troubleshooting steps to resolve the issue:

• Ensure that you have the correct networking and internet requirements for the Check-in and Badging solution.

I am unable to connect my printer to the Cadmium Check-in App

If you are having trouble connecting the printer to the Cadmium Check-in App, follow these troubleshooting steps to resolve the issue: 

• Ensure that the printer and kiosk device are connected to the same network.
• Confirm that you are entering the correct IP address for the printer in the Cadmium Check-in App.
• Make sure you are using the recommended printer (Zebra ZD621 - Part Number: ZD6A042-D41F00EZ). 

My validation print doesn’t look correct

If the validation print generated during kiosk setup does not look correct, follow these steps to resolve the issue: 

• Recalibrate the printer to ensure the badge stock is properly aligned in the printer. 
• Reload the badge stock according to the printer manufacturer or badge stock supplier instructions. 
• Adjust the printer settings to ensure the darkness and print mode are set to Cadmium’s recommended settings and your needs. If the printer settings are set to Cadmium’s recommendations, consider adjusting other settings such as decreasing the print speed.

The badge size or alignment is off

If the badge size or alignment is off on the validation printer or on-demand badges, follow these steps to resolve the issue:

• Ensure you are using the correct badge stock size for the on-demand badge template you have set for your event. 
• Reload the badge stock according to the printer manufacturer or badge stock supplier instructions. 
• Recalibrate the printer to ensure the badge stock is properly aligned in the printer.
• Adjust printer settings such as left position.

My printer is flashing errors

If your Zebra ZD621 printer is displaying flashing error lights, follow these steps to resolve the issue: 

• Consult the printer manufacturer’s documentation for troubleshooting steps. 
• Power off the printer and restart the printer setup process from the beginning.

The kiosk welcome screen has the incorrect event name or dates

If the event details on the Cadmium Check-in App welcome screen are incorrect, please follow these instructions to update the event name or date. Please note that the update can take up to 1 hour to reflect on the app and will require the additional steps in Cadmium Onsite listed above.

An attendee scanned the check-in QR code and the Cadmium Check-in App displayed a successful check-in and print but badge did not print

If an attendee received a successful check in message on the Cadmium Check-in App but the on-demand badge did not print, the attendee should attempt the check-in scan again. If the badge still does not print, follow these steps to resolve the issue:

• Confirm that the badge stock is properly calibrated in the printer. If it is not, reload the badge stock according to the printer manufacturer or badge stock supplier instructions and recalibrate the printer.
• Onsite support staff should attempt to print the attendee's badge from Attendee module within Cadmium Onsite.

“Wrong QR code”

If the Cadmium Check-in App displays the “Wrong QR Code” message, the wrong QR code was scanned.

• If you are scanning a QR code during Print Validation, ensure you are scanning the QR code on the Validation Badge that was printed from that kiosk printer. The QR code is unique to each Check-in kiosk and on-demand printer combination. The Cadmium Check-in App will only accept the QR code that was printed from that check-in kiosk.
• If you are scanning a QR code during attendee check-in to print an on-demand badge, ensure that the QR code scanned is the QR code sent in the pre-event communication (Know Before You Go email) for check-in purposes. All other QR codes will not work for check-in.

“Printer is paused” error with no cause listed

If the Cadmium Check-in App displays the “Printer is paused” message, the printer has been paused. Follow these steps to resolve the issue:

• Ensure that the printer and kiosk device are connected to the same network.
• Press the pause button on the printer to unpause the printer. 
• The printer may have been disconnected from the network. Ensure that the printer has adequate internet access. This error should be resolved within a few seconds after the printer is reconnected to the network. If the problem persists, the IP address of the printer may have changed and you may need to reconfigure the kiosk with the new printer IP address. 
• The printer was turned off. This error should resolve within 5 seconds after the printer is turned back on. Be sure to reset printer settings once the printer restarts.
• The printer power source was unplugged. This error should be resolved within 5 seconds after the printer is plugged back in. Be sure to reset printer settings once the printer restarts.

“Printer is paused, Cause: Paper is out” error

If the Cadmium Check-in App displays the “Printer is paused, Cause: Paper is out.” message, the printer is out of badge stock. Reload the badge stock according to the printer manufacturer or badge stock supplier instructions. This error should be resolved within 5 seconds after the badge stock has been reloaded.

“Printer is paused, Cause: Head is Open” error

If the Cadmium Check-in App displays the “Printer is paused, Cause: Head is Open” message, the top cover of the printer is open. Close the head of the printer and press the Pause button to unpause the printer. The error should be resolved within 5 seconds after the printer is unpaused.

“The kiosk is offline. Please check your internet connection and try again”

If the Cadmium Check-in App displays the “The kiosk is offline. Please check your internet connection and try again” message, the kiosk tablet has lost Wi-Fi access. This error should be resolved within 5 seconds after the Wi-Fi reconnects.

“Unable to fetch attendee data from server” error displays on kiosk when scanning a Check-in QR Code

If the Cadmium Check-in App displays the “Unable to fetch attendee data from server” message, an on-demand badge template has not been set for the event within the registration control center. Refer to the Setting the On-Demand Badge Template for the Event document to review how to ensure a badge template has been correctly set for the event.