Menu

On-Site Troubleshooting Follow

Avatar
Perry Piep
  • Updated

This article provides troubleshooting steps for common issues experienced on the Splash Host app.

On this page:

1

 

2

 

 

 

3

Badge printing issues

1.1 Badge printing error messages

Guest list issues

2.1 Unsynced guests

2.2 Mobile app versus web app guest counts

2.3 Missing guests (iOS)

Missing events

Badge printing issues

If you’re having trouble printing badges, refer to the troubleshooting steps and error message guide below.

  1. Check the printer’s connection to WiFi: If the network icon on your printer’s screen is blinking then your printer needs to be reconnected to WiFi. Double-check your network device on your router or MiFi then attempt to reconnect the printer to your WiFi network.
  2. Check the printer’s connection to the Splash Host app: Make sure that your device and printer are connected to the same WiFi network. Then, from inside the Splash Host app, disconnect then reconnect to the printer:
    • Tap an event.
    • Choose the Dashboard tab.
    • Tap Badge Printing.
    • Tap Disconnect.
    • Tap Connect Printer.
    • Tap an event.
    • Tap the settings icon.
    • Tap on the printer name.
    • Tap Disconnect.
  3. Check the printer model and paper type: Badge printing requires a Brother QL-820NWB and Brother DK2205 paper tape. Do note: Alternate printers can be compatible, however, the QL-820NWB is highly recommended due to ease of use and connectivity.

  4. Ensure you're operating on the latest version of the app: Often the Splash app is not automatically updated. Delete and re-download the app, or update the app from the App Store directly.

Badge Printing error messages:

The printer could not be found. Please make sure the printer is connected to the Wi-Fi network and try again. If the issue persists, please reconnect your printer and try again.

First, make sure the printer and mobile device are both connected to the same WiFi network.

Then, from the Splash Host app, disconnect the printer and reconnect it. 

Looks like there has been a problem connecting with your printer. Please reconnect and try again

Follow the steps above to disconnect and then reconnect the printer.

Looks like the badge for (Name) could not be printed. Please reconnect to your printer and try again.

This error indicates a storage issue on the device with the Splash Host app.

Check your device’s storage capacity and delete data (photos, apps, etc.) to proceed. 

You are trying to connect to a printer we do not support. For more information on supported printers, please visit the Splash Help Center.

Verify the printer model (usually under the printer) and ensure it’s the Brother QL-820NWB printer

Looks like your printer is out of paper. Please refill and try again.

Add a new roll of DK-2205 paper.

Looks like your printer is out of battery. Please connect to a power source and try again.

Ensure your printer is plugged into a power source.

Looks like the cover of the printer is open. Please close it and try again.

All Brother printers contain a cover that can be opened when refilling paper. Make sure the cover is properly closed.

Looks like the wrong paper size has been selected. Please go to Printer Settings on your Dashboard and update the paper size selection.

Make sure the paper size set in the Splash Host app’s badge printing settings corresponds to the paper size in the printer. 

The default paper size for DK2205 paper tape is 62mm.

Guest List issues

Unsynced guests 

If your device loses internet connection, the Splash Host app can still collect new check-ins and registrations. These are represented in your app’s Guests tab as “Unsynced Guests.”

newnote.png

Note: You'll know your device lost connection when you see a red bar running along the top of the screen.

Unsynced guests will only be visible from your device. This guest data won’t sync to other devices using the Splash Host app or to the Splash Guest List on the web. 

To sync these guests, simply reconnect your device to an internet connection and open the Splash Host app. The app will automatically start the syncing process.

warning__1_.png

Warning: If you log out of the Splash Host app event with unsynced guests, you will permanently lose this guest data. The app warns you of this before you can log out.

Mobile app versus web app guest counts

A difference between the number of guests on the Splash Host app and the Guest List on the web could result from active filters.

For iOS: 

First, make sure the same filters are set on your Guest List on the web app and on the Splash Host app.

By default, the Guest List is filtered to display all Attending and Checked In guests.

Then, make sure there are no unsynced guests or guests tabulated in the lower-right corner of the Guests tab. Reconnect your device to the internet to sync, or communicate this guest information, to all other devices.

For Android: 

By default, the Guest List is filtered to display all Attending, Checked In, and Waitlisted guests. These filters cannot be adjusted.

Tap the info icon in the upper-right corner to view the total guest counts for each registration status.

Check for a count of unsynced guests in the lower-right corner of the Guest List.  Reconnect your device to the internet to sync, or communicate this guest information, to all other devices.

Missing guests (iOS)

By default, Awaiting Reply and No Status guests are not auto-downloaded to your Guest List on iOS. If you’re unable to locate a guest, download these lists and then search again for the guest.

To download Awaiting Reply and No Status guests:

  1. Make sure your device is connected to WiFi.
  2. Tap an event.
  3. Tap the three dots in the upper-right corner of the Guests tab.
  4. Tap to open the Status dropdown.
  5. Tap Download next to the Awaiting Reply and Added.
  6. Tap Apply.
  7. When the download is complete, swipe down to refresh the Guests tab.

Missing events

If you’re having trouble locating an event in your Events Dashboard:

  1. Search by the event title: The Splash Host app only loads a portion of events by default. Tap the search icon in the Events Dashboard to search by the event title.
  2. Search by the event location: The Splash Host app can populate events by location when searched.
  3. Pull up to load additional events: In the event, the search functions aren't pulling the desired event(s), loading more events before searching can aid in populating the desired event.
  4. Check your event access: Log in to Splash on the web and search for your event in the Events Dashboard, this is to make sure you're a collaborator on the event.
  5. Clear your app cache: Before taking this last troubleshooting step, make sure none of your events have any unsynced guests. Then, clear your app cache using the instructions below.
  6. Log out of the app: Once the app cache has been cleared, log out of the app, close it and log in to your account again.

For iOS:

  1. Open the app.
  2. Tap the icon with your account’s initials.
  3. Tap Clear App Cache.

For Android:

  1. Open the app.
  2. Tap the account icon.
  3. Tap Clear App Cache.

Related articles

Comments

0 comments

Please sign in to leave a comment.