The lead scanning feature in Cadence allows you to capture attendee information by scanning badges at events, then match those leads with existing customer profiles. When issues arise with scanning, matching, or data synchronization, you can follow these troubleshooting steps to identify and resolve common problems that may occur when using the Leads Menu › Matching functionality.
When to use
When badge scanning fails or returns errors
When scanned leads aren't appearing in your leads list
When customer matching isn't working properly
When you're experiencing connectivity issues during lead scanning
When lead data appears incomplete or incorrect
You must have Admin or Event Manager permissions to access some of the troubleshooting settings.
How to do it
Verify your event has the correct developer kit configured.
Check your internet connection if scanning fails.
If you're at a congress or trade show, try connecting to a different WiFi network or use cellular data as venue WiFi can be unreliable.
Ensure you're using the latest version of the Cadence mobile app.
The current versions are 2.7.404 for Android and 2.7.393 for iOS.
Confirm that lead scanning is enabled in your event settings.
Navigate to Leads → Settings in the admin interface.
Verify that your API credentials are entered correctly.
Test the connection by using the "Test Connectivity" feature.
If testing fails, check that your API key and event ID are correct and that the badge provider's service is operational.
Adjust lighting conditions when scanning badges.
Avoid bright direct light or scanning at extreme angles, as this can affect the camera's ability to read certain code types like Aztec codes.
Clean your device's camera lens if scans are consistently failing.
Try manual lead entry if scanning continues to fail.
Check that Customer Matching is enabled if leads aren't being matched.
Wait a few minutes after scanning for the matching process to complete.
Review your matching criteria and thresholds if you're getting poor match results.
Troubleshooting
If you receive a "Connection Issue" error message:
This could be due to a temporary provider issue or weak network connection
Check your connection and try again
If the issue persists, contact the kit provider to verify their service is operational
If scanned leads don't appear in the Matching tab:
Verify that Customer Matching is enabled in your Lead settings
Confirm that leads have been scanned at your event
Check that the matching process has had time to complete
Related links
How to set up Lead scanning for your event
How to configure lead matching criteria and thresholds