If the Genetec ClearID™ Self-Service Kiosk check-in function or the kiosk does not work
as expected, you can perform additional troubleshooting steps.
Visitor invite or visit event not found
Description: You do not see your visitor invite during check-in.
The visit not found issue can occur for various reasons:
Visitor check-in is too early (1hr+ before event start time).
Visitor check-in is too late (1hr+ after event end time).
Visitor is not listed in visit event invite.
The visitor name in the visit event invite contains a mistake or typo.
Solution:
Check the visit event start and end times. Visitors can check in up to 1 hour before
or after a visit event.
Check visitor names listed in the visit event. Look for any visitors not listed or any
mistakes in the visitor details.
Check-in could not be completed
Description: You are unable to complete your check-in.
Solution: Check your site and area settings. Self check-in can fail due to one or
more of the following:
Visitor management is not enabled for the site.
In Genetec ClearID™, click Organization
> Sites.
Select your site and click Visitor Management.
Select Enable visitor management for this site.
Click Save.
Visitor management permissions for the site
have not been configured.
In ClearID, click Organization
> Sites.
Select your site and click Visitor Management
> Permissions.
Check identity permissions.
Modify permissions as required and click Save.
For
example, Add role permissions or give all identities access to invite
visitors.
Visitor management is enabled for the site but no areas are defined or there is no
default area.
In ClearID, check visitor management is enabled for the area. (Areas
> Select an area
> Visitor Management).
Check the Automatically add this area when creating visit
requests is enabled.
Visitor management is enabled for the site and there is at least one default area
under that site. However, the host does not have the authority to invite visitors for
that site.
Site is set to approval required. Visit event approval workflow should be set to
No approval required.
In ClearID, click Organization
> Sites and select your site.
Click Visitor Management, then in
Advanced section check Visitor event approval
workflow is set to No approval required.
Camera errors
Description: The Self-Service Kiosk can occasionally encounter the following camera issues:
Unable to initialize the front camera.
An error was encountered while configuring the camera. Try again.
Solution: Check the following:
On the iPad, tap Settings and scroll down to the
Self-Service Kiosk app then tap Camera
to enable the camera.
On the iPad, tap Settings
> Privacy & Security and check that the Self-Service Kiosk has access
to the camera.
Tip: These settings might not be visible on your iPad if you have not used the
Scan QR code function before. In this situation, you can try the following: Tap Check-in
> QR code, then tap Cancel and try the previous solution steps
again.
