Available starting November 11, 2025. The SpotMe/Onomi Onsite Box is specifically designed for using the Onsite event check-in and badge printing module fully self-service.
1. Unpack the box
2. Set up the router
3. Add the network switch
4. Prepare the first printer
5. Load the labels into the first printer
6. Prepare the first iPad
7. Open the app and select your event
8. Connect the iPad to a printer
9. Do a test print
10. Put the iPad into “kiosk” mode
11. Additional printers
12. Troubleshooting
1. Unpack the box
1.1 Carefully remove the top foam layer from the box and place it beside the box. The box includes:
- 1 router (blue case)
- 2 Zebra ZD621 printers including cables
- 1 network switch
- 4 iPads with table stands
- 1 power strip (10-port)
- 1 paper clip
- 2 plug converters
- 4 network cables
- 6 iPad cables with adaptor
- Your return shipment documents (Important)
- Your badges (if ordered)
Note the equipment's arrangement in the box, you can use the icons as a guide for repacking the items after the event.
2. Set up the router
2.1 Remove the power strip and the router from the main box. Then, open the blue case containing the router. Connect the power strip to the venue’s power connector.
Important: Do not remove the router from its blue case.
2.2 Plug the venue’s network hardline cable into the router. Make sure you connect it to the LAN/WAN port, and not LAN port.
We strongly recommend that you use a hardline cable, please speak to the venue’s IT department to provide you with a hardline cable that will be used for this setup only. If a hardline cable is not provided at the venue, you can as a last resort skip this step and do the setup using cellular data.
2.3 Connect the power supply to the router.
The router will need up to 10 minutes to start-up, during this time you can proceed with the next steps below.
3. Add the network switch
3.1 Take the network switch out of the box and connect the power cable to it.
3.2 Take a network cable out of the box and connect it from the LAN port on the router to any port on the network switch (see white cable on the picture).
4. Prepare the first printer
4.1 Take the printer out of the box and place it on a flat surface. Connect the power adapter (made up of two parts: the adaptor and the cable) to the printer.
4.2 Press the Power button on the printer and wait a few seconds for it to start.
4.3 Reset the printer by turning it on its side, and inserting a paper clip or pin into the reset hole. Hold the pin there for 5 seconds, and release it. The reset will take place, and ends when the noise stops.
4.4 Connect the printer to any port on the network switch, using another network cable from the box.
4.5 Place the router and the switch behind or underneath the desk. Do not close the case of the router, as this might reduce the Wi-Fi signal strength. Make sure the router is hidden from sight, so that nobody can see the Wi-Fi details.
5. Load the labels into the first printer
5.1 Open the printer lid.
5.2 Take the labels out of the box and insert them into the back of the printer, with the black mark facing down. You may need to flip over the entire pack of badges to ensure the first badge starts with a black mark.
Important: Make sure the paper is snug under the yellow handles, to ensure that badges will be printed correctly.
5.3 Close the printer lid.
5.4 To calibrate the printer, press and hold the Pause and X buttons simultaneously for 2 seconds, and release. The calibration process will begin and after a few seconds will be complete (the noise stops).
5.5 Look at the printer display. If you see an error there, indicated by a red icon and/or alert, try to re-calibrate the printer by repeating the previous step.
If the issue persists, refer to the Troubleshooting section at the end of this document.
5.12 Select Tear line offset, to precisely position where the labels will be cut.
5.13 Set the value to -20. Then, press the unpause button (top right) and allow the printer to adjust the badge position. Finally, press the Feed once button (middle right) to test a full badge cut.
5.14 To ensure that the labels are cut correctly, verify the position of the cut. The cut must be placed between two badges. If the cut extends into the next badge, adjust the cut by using the minus - button. If the cut is located within the current badge, use the plus + button to adjust the cut appropriately. An adjustment of ±8 points on the printer is equivalent to 1 mm on the badge.
Now your printer and its badges are fully configured. Do not remove the badges from the printer at this stage and do not change the printer settings.
6. Prepare the first iPad
6.1 Take the iPad and stand out of the box. Remove the iPad from its case, and place it on the stand.
6.2 Connect the iPad charger and turn on the iPad.
6.3 Go to the Settings in the iPad and select Wi-Fi.
6.4 Select the network name and enter the Wi‑Fi password. Both are located on the top of the router.
7. Open the app and select your event
7.1 Launch the SpotMe Onsite app.
7.2 Select Getting started, and log in with your credentials (provided to you separately).
7.3 Select your event in the list.
7.4 Choose the scanning mode: Self‑service kiosk or Assisted check‑in, depending on your preference.
8. Connect the iPad to a printer
8.1 Tap Discover printer on the iPad.
Important: The first time you use this feature, a pop-up message will ask for permission to allow the app to find devices on the local network. Please select Allow and then return to the app.
8.2 Next, choose the printer you configured from the list.
If multiple printers are configured, select the correct one using the IP address displayed on the printer screen.
8.3 If necessary, multiple iPads can be connected to a single printer by repeating steps 6-8 for each additional iPad. We recommend that you do not add more than two iPads to the same printer.
9. Do a test print
9.1 On the iPad, search for your user by name, and select the user from the results list.
9.2 Go through the steps until you see the screen where you can see and press Print badge.
9.3 Check the printed badge label. If it looks good, you are all set.
9.4 If your labels are not printing correctly, please refer to the Troubleshooting guide section at the end of this document.
10. Put the iPad in kiosk mode
10.1 Press Start (top right of the screen) to enter kiosk mode.
10.2 If you need to exit kiosk mode. Triple tap on the Home button again, and enter the following password: 000000 or 080808.
11. Prepare your second, third, and additional printers
11.1 Follow the steps again from step 4 and connect your second printer to your setup. If you have ordered multiple boxes, you will need to repeat the steps starting from point 3 Add the network switch.
However, instead of connecting the switch in step 3 to the router, you will need to connect the second switch to a port on the switch that you first configured.
12. Troubleshooting guide
This guide provides troubleshooting guidance for issues you may encounter with your setup and/or Onsite app.
The Onsite app features an integrated Admin panel that includes a system check page, designed to assist in pinpointing the source of an issue.
To activate admin mode with the status check system, select your desired mode (Kiosk, Host, or Exception desk) and then select the settings (gears) icon in the bottom left corner of the screen:
Enter the 4-digit PIN "1610." You will then see two pages: Settings and Status.
The Settings page offers the following functionalities:
- Navigate back to the event list view page.
- View details about unsynchronized data and force a data sync.
- Quickly ascertain your internet connection status.
- Reset your printer and check-in mode on the Onsite app.
The Status page offers insights into your hardware configuration, highlighting any issues with a red dot on the main page, on the Status tab, and within the relevant section.
Below are the common issues and the proposed step-by-step resolutions.
If the below solutions did not resolve the issue, please reach out to our support team. Contact details can be found at the end of this document.
Printer status shows OFFLINE on the Status page
This usually means your printer is not connected to the network switch.
1. Recheck your network cables. A network cable should be connected from your printer to a port in the switch. See step 3.2 from the setup guide.
Check if the IP address (displayed on the Status page in the app) matches the IP address that is located on the printer screen. If it doesn’t, it would mean the iPad is connected to another printer. Go to the Admin tab on the Onsite app, select Reset printer and check-in mode and follow once again starting from step 8 from the setup guide.
2. Make sure the iPad and printer are on the same network by confirming that the first three parts of their IP addresses match, for example the iPad IP address (found under Admin > Status panel) might be 192.168.68.114 and the printer IP address (shown on the printer screen) might be 192.168.68.12. Since both start with 192.168.68, they are on the same network, but if they do not match then either the iPad is connected to the wrong Wi-Fi (see step 1) or the printer will need a factory reset (by following step 4.3 from the setup guide).
Printer status shows ONLINE on the Status page but with issues detected
This means your printer is properly connected to the network, but it has another issue. You should find more information on what exactly the problem is in the Status section.
1. Status: Paper issue. Make sure to properly position the paper into the printer. You can find detailed instructions in the setup guide. Press the Re-check button to refresh the status.
2. Status: Printer is paused. Simply press the Pause button again and then press Re-check.
3. Status: Printer is open. The printer lid may not be closed properly. Make sure it is closed properly and press Unpause, and then refresh the status by pressing on Re-check.
Onsite app status shows OFFLINE on the Status page
Your Onsite app may not be connected to the router, or the router doesn’t have a proper internet connection.
Important: You will still be able to check in and print badges. However, you will need a stable internet connection to synchronize all the data back to our servers.
Follow the steps below to troubleshoot:
1. If you already activated Kiosk mode (see step 10 in the setup guide), follow step 10.2 to exit Kiosk mode.
2. Go back to the home screen on the Onsite app, swipe down on the main view and search for Settings. Follow step 6.3 from the setup guide to make sure you are connected to the router. If you cannot find the Wi-Fi network, your Onsite app might be too far away from the router. Press Re-check to retest the connection.
3. To confirm you are connected to the internet, return to the Onsite app home screen, swipe down to search for Safari, and browse to any website. If there is no connection, restart the router by unplugging its adapter for 5 seconds, then plug it back in and wait 10 minutes before retesting the connection. If the issue persists, contact the venue's IT department to check the network hardline cable. Press Re-check to retest the connection. If the venue cannot provide you with a hardline cable, remove the cable from the LAN/WAN port. This will allow you to switch to the cellular network setup.
Printer is properly configured but is not printing badges
After pressing on Print badge, nothing comes out of the printer. What should I do?
1. To troubleshoot, enter Admin mode on the Onsite app and go to the Status page (as described in the beginning of this document). Check the printing status for any printer-specific issues (e.g., printer open, paused, paper issue).
2. Check if the IP address (displayed on the Status page) matches the IP address that is located on the printer screen. If it doesn’t, go to the Admin tab, and select Reset printer and check-in mode, and follow again the instructions starting in step 8 from the setup guide.
3. If the IP address displayed on the printer screen is empty or doesn’t start with 192.168.XXX.XXX. Please revisit the setup guide to properly set up the router, starting from step 1.
4. If the above solutions did not resolve the issue, please reach out to our support team. Contact details can be found at the end of this document.
Printer is not discoverable on the Onsite app
There can be various causes for the printer not showing when you select Discover printer on the Onsite app. Please follow the steps below to resolve this:
1. Check if the Onsite app is connected to the correct Wi-Fi network. It has to be connected to the provided router via Wi-FI. Go back to the home screen on the Onsite app, swipe down on the main view and search for Settings. Follow step 6.3 from the setup guide to make sure you are connected to the router. If you cannot find the Wi-Fi network, your Onsite app might be positioned too far away from the router.
2. Check if the app has the permissions required to find devices on local networks. Go back to the home screen on the Onsite app and swipe down on the main view. Search for Settings, then go to Apps and select Onsite. Check that the toggle Local network is enabled. If not, make sure is is enabled and go back to the app and retry to see the printer.
3. Check if the printer is turned on.
4. Check if the printer is properly connected to the switch using a network cable and the switch to the router, also via a network cable (see setup guide).
5. Make sure the iPad and printer are on the same network by confirming that the first three parts of their IP addresses match, for example the iPad IP address (found under Admin > Status page) might be 192.168.68.114 and the printer IP address (shown on the printer screen) might be 192.168.68.12, since both start with 192.168.68 they are on the same network, but if they do not match then either the iPad is connected to the wrong Wi-Fi (see step 1) or the printer will need a factory reset following step 4.3 from the setup guide.
Badges are printed, but incorrectly
After pressing on Print badge, the badge is printed but does not like the configured badge design in Backstage.
1. Go to the Backstage configuration (Onsite logistics > Event check-in & badges > Badge printing). Check that the correct printer type is selected, that your badge design is selected, and that the badge is not targeted to a specific user group. If one of these was indeed the issue, please go to Admin mode on the Onsite app and select Resync data to update the settings.
2. Check that the paper is properly inserted. See step 5.2 from the setup guide.
3. Try to recalibrate the printer. See step 5.4 from the setup guide.
Important: If you recalibrate, make sure to reset the printer settings afterwards on the connected Onsite apps. To do so, go to Admin mode and press on Reset printer settings. Once done, follow step 8 from the setup guide to reconfigure the Onsite app’s printer settings.
4. If the above solutions did not resolve the issue, please reach out to our support team. Contact details can be found at the end of this document.
Onsite app shows one of the following icons on the main page
Your Onsite app is currently offline or contains unsynchronized local data. This will not prevent the app from working as it can work in offline mode, however it will not be able to fetch settings updates or retrieve walk-ins, as it relies on an active internet connection to synchronize data. Once the internet connection is restored, the app will automatically attempt to sync every 10 minutes.
This issue needs to be resolved before returning the SpotMe stations. Also, please note that the app cannot be deleted or re-installed if you have unsynced data, otherwise all data will be lost. If the problem (app is offline or unsynchronized data) continues, please follow the steps outlined below.
1. Make sure your Onsite app is not in Airplane mode (see top right position on the Onsite app). If it is, swipe down from the top and select the Airplane mode icon to deactivate it.
2. Go back to the home screen on the Onsite app and swipe down on the main view and search for Settings. Follow step 6.3 from the setup guide to make sure you are connected to the Wi-Fi of the router. If you cannot find the Wi-Fi network, your Onsite app might be positioned too far away from the router.
3. If you are connected to the Wi-Fi network, check that your internet connection is indeed working. Return to the Onsite app home screen, swipe down to search for Safari, and browse to any website.
4. If there's no connection or you couldn’t find the Wi-Fi network, restart the router by unplugging its adapter for 5 seconds, then plug it back in and wait for 10 minutes before retesting the connection. If the issue persists, contact the venue's IT department to check the network hardline cable.
Cannot find the app on the delivered Onsite apps
In rare cases, it may occur that the Onsite app is not installed on your iPads. To solve this please follow the steps below:
1. Please open the browser app on the Onsite app and navigate to https://link.spotme.com/bb6dfa. If the installation link doesn’t work, go to Settings on the iPad > Safari > Request Desktop Website and disable it. Then retry installing from the link again.
2. Select Download the app.
3. Once completed, on the Onsite app go to Settings > General > VPN & Device Management.
4. Under the section Enterprise App you will see SpotMe inc. Select this row and then select Trust. You will be prompted to relaunch the Onsite app. Once the Onsite app has relaunched, install the certificate and locate the app in the app overview panel. If it doesn’t appear on the main view, swipe down on the main view and search for Onsite.
5. If the above solutions did not resolve the issue, please reach out to our support team. Contact details can be found at the end of this document.
Badges are printed correctly, but are cut off incorrectly
This can occur when your badges are getting printed correctly, but the cutting line is inaccurate. It may for example cut the label somewhere at the beginning of the next badge.
1. If the printer cuts the label partially, try recalibrating the printer. See step 5.4 of the setup guide.
Important: If you recalibrate, make sure to reset the printer settings afterwards on the connected Onsite apps. To do so, go to Admin mode and press on Reset printer settings. Once done, follow step 8 from the setup guide to reconfigure the Onsite app’s printer settings.
2. If it fully cuts the labels but at the wrong position, please revisit the setup guide, more specifically section 5.7, that explains how you can modify the cutting line of the given printer.
3. If the above solutions did not resolve the issue, please reach out to our support team. Contact details can be found at the end of this document.
Badge is printing but the dark color seems to be faded
This normally shouldn't happen if you have performed a factory reset on the printer. If it does, please follow the steps below to adjust the darkness.
1. On the printer screen go to Menu > Print > Print Quality > Darkness.
2. Adjust the darkness accordingly.
The printer prints out a badge, but then prints out a blank piece of paper
The paper might be inserted without the black mark going in first. Please follow the steps below:
1. Open the printer and remove the labels.
2. Follow step 5.2 from the setup guide to properly insert the labels with the black mark going in first.
Tip: You might need to flip over the entire stack of labels.
The printer says "Media Out", and won’t print
This is likely due to the yellow brackets being too far apart, and the paper is therefore loose. It can sometimes fall out. To solve this problem:
1. Open the printer and adjust the brackets to be a little closer together, but not too close that it squeezes the paper.
2. Once the brackets are adjusted, pull half of a badge through, close the printer, and press Feed (which will cut that badge and position it ready for the next print).
Printer is showing "Cutter error" on the display
If this occurs, it is possible that the printer is broken. Please reach out to our support team. Contact details can be found at the end of this document.
Printer is showing a blank screen on the display
If it keeps on happening, even after a factory reset, it is possible that the printer is broken. Please reach out to our support team. Contact details can be found at the end of this document.
The paper is not coming out or is jammed
This could be because the yellow brackets in the printer are too close together, or that the paper got misaligned.
1. Open the printer and adjust the brackets to be a little further apart if the paper was squeezed too much, but not too loose so that it does not fall out.
2. Once the brackets are adjusted, pull half of a badge through, close the printer, and press Feed (which will cut that badge and position it ready for the next print).
The printed content is not properly positioned on on the badge
This might be related to the badge design or a printer issue. Please try the following:
1. First, check in Backstage (under Onsite logistics > Badge design > [Select your badge design]) that the alignment looks fine on the badge design tool. If not, adjust and save the page in Backstage. Then, in the Onsite app go to Admin mode and select Resync data to fetch the updated settings.
2. If the design looks accurate. Please proceed with re-calibrating the printer. Follow step 4.3 from the setup guide.
Running out of paper
If you are running out of paper.
1. Simply grab a new stack of labels.
2. Open the printer.
3. Place the new stack of labels in the printer as shown in step 5 from the setup guide.
I get a 2112 error when I try to enter the event on the onsite app
Your user account is missing an event RSVP status. To solve this issue:
1. Go to Backstage > Users, and select your user to open the details page, and now set the Attending field to Yes, i will attend.
2. Try to login once again.
How do I fold my badge?
Unless you are using stickers, your badge will be printed as a 4x12” badge that needs to be folded together, resulting in a 4x6” badge. Follow the steps below to do this:
1. After your badge has been printed, peel off the plastic on the back.
2. Fold the badge from the middle part and press downward gradually.
3. Once folded, loop a lanyard in the hole at the top.
Contact us
For any other issues, please reach out to our support team via: +1 202 8384881 or customersupport@spotme.com.
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