Check-in Not Working

If you're having trouble checking in visitors, this guide will help you diagnose and fix the issue quickly.

"Check-in Failed" Error

If you see an error message when trying to check in a visitor:

1. Check your internet connection: A weak or lost connection is the most common cause. Try loading another webpage to verify connectivity.
2. Refresh the page: Sometimes the session expires. Refresh and try again.
3. Log out and back in: This refreshes your authentication.
4. Check for duplicate records: If the system detects a potential duplicate, it may block check-in. Search for the visitor first and use their existing record if found.

Cannot Find Visitor in Search

If a returning visitor's record doesn't appear in search:

• Try different search terms: Search by phone number, email, or partial name.
• Check for typos: The original record may have a spelling variation.
• Check for a different family member: The visitor may be listed under a spouse's or parent's record.
• Verify they were actually checked in before: They may be a first-time visitor after all.

Service Type Not Available

If the service type dropdown is empty or missing the service you need:

• Check if the service type is archived: Contact an administrator to verify the service type is active.
• Verify your permissions: Some roles may have limited access to certain service types.
• Try a different browser or device: A caching issue may prevent the dropdown from loading.

Kiosk Mode Not Working

If your self-service kiosk isn't functioning:

• Check the device's internet connection: Ensure the tablet or computer is connected to Wi-Fi.
• Verify kiosk mode is enabled: An administrator should check Settings > Church Settings > Kiosk Mode.
• Clear the browser cache: On the kiosk device, clear cache and reload the kiosk page.
• Restart the device: A simple restart often resolves kiosk issues.
• Check the kiosk URL: Ensure you're accessing /kiosk at the end of your VisiConnect URL.

Offline Mode Issues

If you're trying to use offline mode and it's not working:

• Install the PWA: Offline mode requires the Progressive Web App to be installed. See PWA Offline Mode for instructions.
• Open the app while online first: The PWA needs to cache data before going offline.
• Check storage space: The device needs sufficient storage for the offline cache.
• Verify the visitor is in your cache: Offline mode only works for data that was previously synced.

Bulk Check-in Failures

If bulk check-in is failing for some visitors:

• Review the error report: After a failed bulk check-in, VisiConnect shows which records failed and why.
• Check for missing required fields: New visitors need at least a name and contact method.
• Verify the date: Ensure you're checking in for a valid date (not in the future).
• Try smaller batches: If importing many records, try 50 at a time.

Slow Performance During Check-in

If check-in is working but very slow:

• Check network speed: Run a speed test. Slow internet will affect performance.
• Close other browser tabs: Too many open tabs can slow down the browser.
• Try a different device: Older devices may struggle with web applications.
• Check for peak usage: Performance may be slower during high-traffic times (Sunday mornings).

Still Having Issues?

If these steps don't resolve the problem:

1. Take a screenshot of any error messages.
2. Note the date, time, and device you're using.
3. Contact your church's VisiConnect administrator.
4. If needed, they can escalate to VisiConnect support at getvisiconnect.com/contact.