How to troubleshoot signature capture problems on mobile devices
How to troubleshoot signature capture problems on mobile devices
How to troubleshoot signature capture problems on mobile devices
Signature capture during check-in provides verification of attendance but can sometimes encounter issues on mobile devices. This guide helps you identify and resolve common problems with the signature capture feature in the Cadence mobile app, ensuring your event check-in process runs smoothly.
When to use
When signatures aren't being saved during check-in
When the signature capture screen isn't displaying properly
When signatures aren't syncing to the server
When attendees report difficulty with the signature interface
Before you start
You must have Admin or Event Manager permissions to troubleshoot signature capture settings. Signature capture is only available on mobile devices through the Cadence app, not on the web interface.
How to do it
Verify signature capture is enabled in your event settings.
Navigate to your event dashboard.
Select "People" from the left sidebar menu.
Click "Event Check-In" in the submenu.
Select the "Settings" tab.
Confirm "Enable Signature Capture" is toggled on.
Check your mobile app version is current.
Signature capture works best on v2.7.365 or later for iOS and v2.7.365 or later for Android.
Verify internet connectivity on your mobile device.
Recent versions of the Cadence app include offline signature storage that will sync when connectivity is restored.
Review your check-in type setting.
If using Will Call for check-ins, the "Check-In Per Event Day" setting may cause issues with signature capture. Consider using "Overall Event Check-In" for more reliable signature collection.
Test the signature interface on your device.
Open the Cadence app.
Navigate to an attendee's profile.
Tap the check-in button.
Attempt to capture a signature.
Clear app cache if problems persist.
Close the Cadence app completely.
Go to your device settings.
Find the Cadence app in your applications list.
Clear the app cache (not app data).
Reopen the app and try again.
Check device storage space is sufficient.
Signature images require minimal storage, but very full devices may have issues.
Troubleshooting
If the signature screen crashes the app on Android devices, this is a known issue in version 2.7.414 that will be fixed in the next release. As a temporary workaround, try using an iOS device or downgrade to version 2.7.404.
If the "Submit" and "Cancel" buttons aren't obvious to users during signature capture, guide them to look at the top of the screen where these controls are located. Recent updates have improved button visibility.
Related links
How to enable Event Check-In for your event
How to implement signature capture during check-in
How to view check-in status for event participants