Exhibitor-Solutions 2018 Event App Troubleshooting … · Swipe up on the screenshot of the event...

Solutions2018EventAppTroubleshootingFAQsForavideooverviewoftheapp,visit:https://youtu.be/3OLb_Ogl6RU

ApoorconnectiontoWi-Fiisthenumberonecauseforappperformanceissues,sothefirststepintroubleshootingistoverifythatyou'reconnectedtoWi-Fiandhaveastrongsignal.

Oftentimeswithhotel/conferencecenterWi-Fi,you'llneedtoconnecttothesignalandalsoneedtologinthroughawebpage.Todoso,connecttothesignalandthenopenawebbrowseronthedeviceandyoushouldbeautomaticallypromptedtologin.

FrequentlyAskedQuestions

Whycan'tIlogintotheapp?

• EmailAddressisIncorrect:ifyoureceiveanerrormessagestatingyouremailisincorrectordoesn'thaveaccesstotheapp,itispossiblethattheemailwasmisspelledontheloginscreenoryouarenotusingthesameemailaddresstologinaswhattheorganizerregisteredyoufortheappwith.Pleaserefertotheinformationfromtheorganizerstoverifyyouremailaddress.

• Lost/ForgottenPassword:ifyoureceiveanerrormessagestatingyourpasswordisinvalid,itispossiblethatthepasswordwasmistyped(passwordsarecasesensitive).Ifyouwouldliketocreateacustompasswordorresetyourexistingpassword,youcanclick'ResetPassword'fromtheloginscreenintheapp.Thiswillsendyouanemailwithinstructionsandanewpassword.

Whatplatformscanbeusedtoaccesstheapp?

• iOS:theiOSappiscompatiblewithiPhones,iPads,andiPodtouchesrunningonanoperatingsystemof8.0andabove.DevicemodelsolderthantheiPhone4s,iPodtouch5thgeneration,andiPad2willnotbeabletorun8.0.IfyourDoubleDutchappisonversion7.0+andyouareusinganiOSdevice,theappisonlysupportedoniOS9.0andhigher.

• Android:theAndroidappiscompatiblewithAndroidphonesandtabletsrunningonanoperatingsystemof5.0andabove.

• HTML5:HTML5isaweb-basedapplicationandcanbeaccessedonaweb-browser(optimizedinChrome)usedfordesktops,Blackberrys,andWindowsphones.

HowdoIforceclosetheapponaniPhone/iPad?ToforcecloseanapponiOS8+doubletapthehomebuttontobringupthemultitaskingmenu.Swipeuponthescreenshotoftheeventapptoforcecloseit.

Whyismyappstuckspinning/loading?Sometimestheappwillappeartobeconstantlyloading.Often,thisisduetojumpingbetween

differentWi-Ficonnections,disconnecting/connectingmultipletimesorjustapoorconnection.Thebestwaytoresolvethisistoconfirmaconnection,thenforceclosetheapp(seeabove)andtrylaunchingagain.

Whyismyappfreezingatthesplashscreen?Iftheappfreezesatthesplashscreenandwon’tproceedbeyondthat,firstforceclosetheapp(seeabove)andtrylaunchingagain.Ifthatdoesn’twork,trydeletingandre-installingtheapp.

HowdoIresetanAppleAppStorepassword?AttendeesusingiOSdeviceswillneedtoentertheirAppStorepasswordtodownloadtheapp.Ifanyattendeeshavetroublerememberingtheirpassword,theycanheadtoiforgot.apple.com.They’llentertheirAppleID–theemailaddressassociatedwiththeiraccount–thenverifytheiraccountviaemailorbyansweringtheiraccount’ssecurityquestions.Afterfollowingtheinstructionsprovided,theattendeewillbepromptedtoentertheirnewpassword.Aftersubmittingthenewlogininformation,they’llbeallsettodownloadtheapp.

Whydoesthecontentlookoutofdateand/orismissingappsections?Sometimesconfigurationchangesaremadeaftertheuserhasdownloadedandloggedintotheapp,sotheappcontentneedstobereloaded.Youcanrefreshappdatabyloggingoutandbackintotheapp.

CanIloginonmultipledevices?Yes,usersareabletosigninusingthesameaccountonmultipledevices.Iftheuserchangesthepasswordononedevice,theotherdevicewillbeinaninvalidloginstate.Toavoidanyissues,makesuretheuserisloggedoutofalldevicesbeforeresettingthepassword.Userswillonlyreceivepushmessagesononedeviceperaccount.

HowdoIfileaprivacyrequest?AllDoubleDutchappsarecompliantwithapplicableprivacylaws.Torequestthatyourpersonaldataberemoved,requestareportdetailingwhatdataisbeingstored,oranyotherprivacy-relatedrequest,pleaseemailprivacy@doubledutch.me.

What'sagoodfirststepifI'mexperiencingsomethingstrangeintheapp?Ingeneral,iftheappseemstobebehavingoddly,aforcecloseisagreatfirststart.Thistypicallyclearsoutanyissuesthatmightbegoingon.Ifthatdoesn’tdothetrick,uninstalling/re-installingtheappisagoodsecondstep.

YoucanalsoalwayscontactDoubleDutchSupportatattendeesupport@doubledutch.meandwe'llbehappytoassist!

AppItemsofInterest:EventDetails

Generaleventdetailsarelistedhere,including:

• EventStaffIDforAssistantce• TransportationInfo• Check-In&RegistrationInfo• HowtoearnAppPoints• ConferenceOverview(broadagenda)• TechMeetingHours• VideoHours

Channels

TheChannelstabhaschatroomsforattendeesnewtotheconference,thoselookingtonetworkandforRealGreenproductsandservices.Jointheconversations!

SessionSchedule

Locatedatthebottomoftheappscreen.Planyourentireeventexperiencebyselectingsessionsandactivitiesandaddingthemtoyouragenda.Justclickonthecalendaricontoaddasessiontoyoureventcalendar.Clickthe“Share”iconinupperrightcornerofscreentouploadyoursessionstoyourmobiledevice’scalendarapp.

TakeSessionNotes

Youcanaddnotestoeachsessionfromwithintheapp.Justclick“AddNote”.Whenthesessionisfinished,click“Done”Click“Share”toemailyournotesforthatsessiontoyourself.Note:Theappwillnotsavenotes,ifappisloggedoutof.Youcanalsoviewanddownloadpresentationsfromeachsession’spage,ifpresenterhasmadethemavailable.

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EventMaps

Totogglebetweenmaps,selectthe“StackedPaper”iconinupperrightcorneroftheEventMapsscreenThereyouwillfind:TradewindsResortMapSessionRoomLocatorMapInteractiveTradeShowMapwithinformationabouteachexhibitingsponsor.

ExhibitorLeadRetrievalandLeadRetrievalDashboard

The Exhibitor Portal allows Booth Admins to add Booth Staff and to view and export the leads that the team has captured, upload collateral, see their in-app profile, and purchase/set up Lead Retrieval.

To add booth staff:

1. Log into the portal at exhibit.doubledutch.me. 2. In the booth staff box, click 'edit staff' and then search for the name of the person you

need to add. Please note that the person you are trying to add must be registered as an attendee for the event.

3. Click 'done editing' in the upper right corner.

To export leads:

1. From the Exhibitor Portal, tap the 'Leads' section along the top menu. 2. Tap 'Export' in the "Leads at a Glance" section and your leads will arrive to you via

email.

To scan an attendee's badge:

1. From the menu, tap 'Leads' (this section only shows to registered booth staff).

2. Point the camera at the badge, about 6 in (15 cm) away – as soon as the camera sees a

QR or bar code, it will scan the lead (no additional tapping required!)

3. Once you scan the badge, the next screen will allow you to add notes to the record and qualify the individual.

4. The new lead will pop up on the top of the "Scanned Leads" list.

5. You can then tap on any name in the list to view the lead or to add a note at a later time. To access the list of leads you've scanned, tap 'Explore Leads'.

Lead list view in the app:

The Exhibitor Admin can view and export all of the booth staff's scanned leads via the Leads section of the Exhibitor Portal.

Understanding Lead Details Within the Exhibitor Portal, the designated Booth Admin can view additional information about each lead without exporting the full lead report.

To do this, click on the 'Leads' tab. And scroll down to the "Explore your Leads" tile. In this tile, you can search leads by name and sort leads by time. You can also click directly into a lead to see additional details about the lead.

From the lead detail, you can see which staff member scanned the lead, any notes associated with the lead and what time the lead was scanned.

The raw data references any information that was placed in the QR code by the event organizer. In most cases, the string of numbers represents the attendee's unique ID in the DoubleDutch system.

Export Lead Report The Booth Admin can log in to the Exhibitor Portal to download the company's lead report. Do this by logging into the Exhibitor Portal and navigating to the "Leads" tab.

Click on the 'Export' button on the 'Leads at a Glance' tile.

The leads report will be downloaded as a .csv file. The report will contain the entire list of all leads collected by staff at your booth.

Your event organizer can also send you a leads report from the DoubleDutch Content Management System.

Lead Retrieval Troubleshooting ThesearethemostcommonscenariosthatyourexhibitorsmayencounterwhileusingLeadRetrievalatyoureventandcommonexplanationsforwhatmaybecausingtheissue.

WhenopeningtheLeadssection,thecameraisblankandI'munabletoseethebarcodestoscan(iOS):

1. Openthe'Settings'apponyourphone2. Clickon'Privacy'3. Clickon'Camera'4. Findthenameoftheappandensurethatitisturnedon

Attendeebadgewon'tscanproperly:

• Exhibitorisusing"QRScanner"insteadof"LeadScanner".• Thebadgewasprintedpoorly.Forexample,thebarcodeonthebadgeistoodenseforthe

scannertoread.• Thebadgewasprintedusingabarcodewedonotsupport.

Thebadgeseemstohavescannedcorrectly,buttheresultdoesn'tlooklikearealattendee:

• Iftheexhibitorlosesinternetconnectivity,theonlythingthatwilldisplayistheid#fromthebadge.Onceconnectivityisrestored,theprofilewillupdate.

• IfthebadgethatwasscannedisforanattendeenotyetenteredintheCMS,afullprofilewillnotdisplay.TheattendeeIDcapturedfromthebadgemustmatchanattendeefromtheCMS.

• ThebadgeforthisattendeehasthewrongID#associatedwithit.TheattendeeIDcapturedfromthebadgemustmatchanattendeefromtheCMS.

• Iftheexhibitorhasscannedarandombarcode(likefromasodacanoranythingelsewithabarcode),thescannerwillregistera"scannedlead"butwillbeunabletotieittoanyattendeeinformation.

Missingleadsintheportal:Anexhibitormaybelievetheyaremissingleadsifthescenariosfor"badgescannedbutnotarealattendee"aretrue,orifallphonesthatwerescanningbadgeshaven'tgainedinternetactivityandpassedtheleadstotheserveryet.

Missingleadinformation:TheexhibitorwillonlyreceivetheinformationthatisintheCMS.Ifanattendee'sfullname,title,company,orphonenumber,isnotenteredintotheCMS,thereisnowaytoincludethatinformationinthereporttotheexhibitor.