When using the Leads feature in Cadence, you may occasionally encounter connectivity issues when scanning badges at events. These issues can prevent you from capturing lead information properly, especially in venues with poor network coverage or when there are problems with the badge scanning provider's API. This guide walks you through troubleshooting steps to resolve common connectivity problems.
Before you start
You must have Admin or Event Manager permissions to access some of the troubleshooting settings. The "Create Leads" option can only be modified by System Administrators.
How to do it
Verify your internet connection if scanning fails.
Check that you're using the latest version of the Cadence mobile app.
Current versions are 2.7.404 for Android and 2.7.393 for iOS.
Navigate to Leads → Settings in the admin interface.
Confirm that your badge scanning provider is correctly selected from the dropdown menu.
Verify that your API credentials are entered correctly.
Incorrect API credentials are a common cause of connectivity issues.
Ensure the "Create Leads" checkbox is enabled.
This option can only be modified by System Administrators.
Test the connection by using the "Test Connectivity" feature if available.
Try scanning in different lighting conditions.
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.
Switch to a different network connection if possible (cellular data instead of venue WiFi).
Restart the Cadence app if issues persist.
Contact the badge scanning provider to verify their service is operational if all else fails.
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
Related links
How to set up badge scanning integration with third-party providers