This guide addresses the most common issues for Hybrid and Onsite events, providing references and troubleshooting steps to fix them.
Helping attendees
Onsite and hybrid attendees use the RingCentral Events Attendee app. Common issues and tasks include:
- Login into the Attendee app: Using RingCentral Events Attendee app
- Use kiosk check-in: Checking in at a kiosk
- Use floor plans (if added): Attendee app: Accessing floor plans
- Book a seat for an onsite segment: Attendee app: Booking a seat in an onsite segment
Helping exhibitors
Onsite and hybrid exhibitors are also attendees who use the RingCentral Events Attendee app. Common issues and tasks include:
- Login into the Attendee app: Using RingCentral Events Attendee app
- Add, manage & export leads: Exhibitors: Using the RingCentral Events Attendee app
If the Exhibitor doesn’t have access to Lead Retrieval in the Attendee app:
- Is the Lead Retrieval license issued to their Booth? Enabling Lead Retrieval for Expo Booth.
- Is the Exhibitor assigned to their Expo Booth? Inviting Exhibitors to set up an Expo Booth.
- Has the Exhibitor accepted their Exhibitor invite? Exhibitors: Setting up an Expo Booth.
- Is the Exhibitor registered for the event under a hybrid or onsite ticket?
- Is the Exhibitor registered for the event under the same email their Exhibitor invite was sent to?
Helping staff
Onsite staff uses the RingCentral Events Organizer app. Common issues and tasks include:
- Login into the Organizer app: Using RingCentral Events Organizer app
- Use event check-in: Organizer app: Checking in attendees to an event
- Enter kiosk mode: Organizer app: Accessing kiosk mode
- Use segment check-in: Organizer app: Checking in attendees to onsite segments
- View/edit attendee details: Organizer app: Managing attendee details
Organizer troubleshooting
Organizers use the Event Dashboard to complete the event setup. Common issues and tasks include:
- Remove device access from a check-in area: Creating and managing check-in areas.
- No guests appear on the Organizer app: Check your ticket types and ensure a hybrid or onsite ticket type is assigned to the relevant guests. Change the registrant's ticket type if needed.
- Staff cannot log into the event on the Organizer app: Ensure the staff has the latest valid check-in area QR code (Creating and managing check-in areas).
- Invite exhibitors: Inviting Exhibitors to set up an Expo Booth.
- Assign licenses: Enabling Lead Retrieval for Expo Booth.
Hardware & internet troubleshooting
Onsite Organizers may need to troubleshoot internet and hardware depending on their setup. Hardware compatibility for RingCentral Events Onsite provides links to setup guides from Choose 2 Rent that provide troubleshooting for many common hardware issues, including skipping labels, labels jamming, not powering on, not printing/calibrating, and faded print.
QR codes are NOT scanning!
- Is the internet connection working? If the device is offline, the guest list may not be updated.
- Is only one device affected? Ensure your mobile device is signed in to the correct event and the RingCentral Events Organizer app is updated. You may need to reconnect to the internet to download updates.
- Are multiple devices affected? Confirm the QR code has been issued for your event and belongs to RingCentral Events. Confirm the registration is valid and hasn't been removed.
- If the issue persists, contact our Support team with the types of devices and event setup information.
The badge is NOT printing!
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Is the printer connected via the Organizer App? Review Hardware compatibility for RingCentral Events Onsite for printer-by-printer resources, but common questions to ask are…
- Is the printer on?
- Is the printer calibrated with the stock?
- Is the printer connected to the internet?
- Is the printer able to print without RingCentral Events software?
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Is the device with the Organizer App cand printer connected to the same network?
Important: The device running the RingCentral Events Organizer app MUST be on the same internet connection as the printer. Additionally, no security settings must be blocking network communication between them. You may need to work with the internet provider to reduce security restrictions on port 9999 or use other methods.
- Is auto-print on? If not, you’d need to print badges manually. Check the event settings in the Organizer app to ensure auto-print is enabled.
- Are badges assigned properly? Ensure you have created a badge and assigned it to the correct ticket type(s). If no badge is assigned to a ticket type, a badge won’t print.
Multiple badges are printing!
- Is only one printer affected? Check Hardware compatibility for RingCentral Events Onsite for references to troubleshoot that specific printer. It likely needs to be factory reset and re-calibrated. If the single printer continues to have issues, please contact the hardware provider.
- Are multiple printers affected? Ensure there is only one badge associated with each ticket type.
- Is the badge design correct? Ensure the badge design size matches the actual badge size.
- If the issue persists, contact our Support team with the types of devices and event setup information.