Scanner app troubleshooting

Scanner app troubleshooting

If you're encountering issues with scanning attendee tickets, here are some common alerts and solutions to ensure a smooth check-in process.

Best Practice: Sync Your Devices Before the Event
It is recommended to sync your scanning devices before your event while connected to a reliable internet connection. To do this, launch the scanner app, which will download all attendee data to the device. Ensure that the number of attendees in the app matches the number in the event dashboard in admin.littleboxoffice.com to confirm a successful sync.
'INVALID SCAN' ALERT

This alert displays a red screen with "Invalid" when scanning a ticket; below are the possible reasons:
  1. Refunded ticket
    If the ticket has been refunded, it will no longer be valid for entry, resulting in this alert. You can check if a ticket was refunded by searching for the customer’s order in admin.littleboxoffice.com under Sales & Reports > Orders.

  2. Ticket not downloaded
    This alert may also occur if the ticket wasn't downloaded to the scanning device, often due to intermittent WiFi or mobile signal. To avoid this, ensure the device has fully downloaded all attendee data before scanning begins by syncing with the scanner app.

  3. QR code doesn't belong to a ticket
    The alert could be caused by scanning a QR code that isn’t part of the system. Check if the customer has a valid order in admin.littleboxoffice.com under Sales & Reports > Orders.
'ALREADY SCANNED' ALERT

This alert displays an orange screen with "Already scanned" when scanning a ticket that has already been scanned; below are option to check the original scanning record.
  1. In the scanner app
    Go to the Attendees tab; tickets already scanned show a "✓" next to them.

  2. In the web application (admin.littleboxoffice.com)
    View the scan records in a ticket attendance report in the First scan-in date column.
'NOT YET VALID' ALERT

This alert displays an orange screen with "Not yet valid" when a ticket is scanned before its validity date.
  1. If this message appears in error, check the event's sale item in admin.littleboxoffice.com to ensure the scanning dates are correct.

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