Cubigo Visitor Management System (VMS) - Troubleshooting Guide

In this article, we will review common issues you may encounter with the VMS and how to solve them. 

Prescreening OK & Visitor Unable to Sign Out

If a visitor comes to the community, attempts to sign in through VMS, and encounters a badge print failure, they won't be officially signed into the community. Consequently, they won't be able to sign themselves out when they leave. Their status will be set to "PRESCREENING OK" in the back office.

To complete the sign-in process, community staff must go to the back office and manually sign in the visitor under the Visits > Requests grid. Once the visitor is manually signed in, they can then use the iPad to sign themselves out upon exiting the community.

"We have problems printing your badge" or "We're sorry, we couldn't print your badge" message

These error message usually stem from one of five common issues.

Option 1: The Brother printer is not on the home screen.

• Solution: Click the back arrow button on the printer until you just see the date & time on the display.

Option 2: The printer is out of badges or has the wrong labels installed.

• Solution: Review the Brother QL-820NWB installation guide and then install or replace the correct badge roll (DK-1202) (DK-11202 - Europe).
  • Please remember that the rolls need to be seated in the printer correctly.

Option 3: The printer has no network connection.

Solution:

Wireless Connection

Connect the Brother printer to the same network that the iPad is currently on.

• • Press the [Menu] button and the [▼] button to select the [WLAN] menu, and then press the [OK] button.
  • Press the [▼] button to select WLAN On/Off, and press the [OK] button.
  • Use the [▲] and [▼] buttons to select [On] and press the [OK] button to enable.
  • Once enabled, press the [↩] button and within the [WLAN] menu select WLAN > Infra Manual Setting and press the [OK] button.
  • The printer should then search for available Wi-Fi networks. Use the [▲] and [▼] buttons, select your preferred Wi-Fi network and then press the [OK] button.
  • Enter your password using the [▲] and [▼] buttons to select the correct characters.
  • The screen should then display 'Connected!' to confirm this was successful. Press the [↩] button to make your way back to the main screen and confirm the Wi-Fi symbol shows solid in the top right corner of the screen. 

Router Connection

Check to see if the printer is connected to the router and led on the ethernet port is green. Please refer to the PDF in the hardware troubleshooting guide for more information.

Option 4: The IP address for the Brother printer has changed.

Solution:

If the IP address has changed for the Brother printer, then you will need to reach out to Cubigo Customer Support to let them know. In order to find the IP address of the printer, please follow these steps:

1. Press the [Menu]
2. Navigate to the WLAN tab (using the ▲/▼ arrows and the [OK] button)
3. Press ▲ and select WLAN Status Select Infrastructure Mode. The screen will display your network connection settings, your IP Address is listed on the third line
4. Share this IP address with Cubigo Customer Support
5. Additionally, you can open the web browser on your computer and enter the printer IP address in the address bar like to verify that it takes you to the Brother web interface

Option 5: The iPad is not on the same network as the Brother printer.

How to Check the Wireless Network

1. Open Settings:
   Tap the Settings app on your iPad's screen.
2. Select Wi-Fi:
   In the Settings menu, tap Wi-Fi.
   You will see the Wi-Fi settings page. The network your iPad is currently connected to will be listed at the top with a checkmark next to it.

How to Change the Wireless Network

1. Open Wi-Fi Settings:
   Make sure you are on the Wi-Fi settings page (Settings > Wi-Fi).
2. Choose a New Network:
   A list of available Wi-Fi networks will appear. Tap the name of the network you want to join.
3. Enter Password:
   If the network is secured, you will be prompted to enter the Wi-Fi password.
   Type in the password and tap Join.
4. Confirm Connection:
   Once connected, you should see a checkmark next to the new network's name, indicating that your iPad is connected to that network.

Option 6: The printer settings are incorrect.

1. Infrastructure mode - must be enabled
2. Bluetooth - must be disabled
3. Template mode -  must be disabled
4. The Brother printer needs to be on the 'home screen' which just shows date/time to connect with the iPad for badge printing 

Option 7: The iPad settings are not allowing Cubigo Visit App access to local network

1. Select settings --> Privacy and Security --> Local Network
   
   1. Ensure Cubigo Visit App is toggled on