ClearID Self-Service Kiosk issues - ClearID

Genetec ClearID™ User Guide
Applies to
ClearID
Last updated
2024-04-09
Content type
Guides > User guides
Language
English
Product
ClearID

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.
ClearID Self-Service Kiosk mobile app showing the visit not found error message.
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.
ClearID Self-Service Kiosk mobile app showing the check-in could not be completed error message.
Solution: Check your site and area settings. Self check-in can fail due to one or more of the following:
  1. Visitor management is not enabled for the site.
    1. In Genetec ClearID™, click Organization > Sites.
    2. Select your site and click Visitor Management.
    3. Select Enable visitor management for this site.
    4. Click Save.
  2. Visitor management permissions for the site have not been configured.
    1. In ClearID, click Organization > Sites.
    2. Select your site and click Visitor Management > Permissions.
    3. Check identity permissions.
    4. Modify permissions as required and click Save.

      For example, Add role permissions or give all identities access to invite visitors.

  3. Visitor management is enabled for the site but no areas are defined or there is no default area.
    1. In ClearID, check visitor management is enabled for the area. (Areas > Select an area > Visitor Management).
    2. Check the Automatically add this area when creating visit requests is enabled.
  4. 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.
    1. Refer to Step 2.
  5. Site is set to approval required. Visit event approval workflow should be set to No approval required.
    1. In ClearID, click Organization > Sites and select your site.
    2. 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:
  1. On the iPad, tap Settings and scroll down to the Self-Service Kiosk app then tap Camera to enable the camera.
  2. 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.