"The camera screen is black"
Cause: Camera permission denied, or the iPad's camera subsystem is cold from a reboot.
Fix:
Close Conii (Settings → Sign Out)
Tap Conii again to reopen
If still black, go to iPad Settings → ConciergePad → Camera and make sure it's ON
If still black, restart the iPad (hold the power button → slide to power off → wait 10 seconds → power on)
"The printer dot is gray or red"
See the Magic Printer Setup article for the full printer troubleshooting steps. Quick version:
Check the printer is powered on and the bluetooth light is on
Check the paper roll is loaded and the lid is closed
Re-pair in iPad Settings → Bluetooth
Restart the printer
"Visitors aren't being recognized when they come back"
Cause: Confidence threshold is too high, or lighting is poor.
Fix:
Settings → Face Recognition → lower Confidence Threshold to 75%
Check that the lighting in front of the kiosk is good — soft, even, no harsh backlight
Make sure visitors are looking at the kiosk, not down at their phone
"The wrong name is being shown to visitors"
Cause: Confidence threshold is too low — Conii is matching faces that shouldn't match.
Fix:
Settings → Face Recognition → raise Confidence Threshold to 85%
"The check-in form isn't auto-advancing"
Cause: The visitor is typing very slowly with long pauses, or they're hitting backspace a lot.
Fix: This is by design — Conii waits for a 2-second pause to advance. Tell visitors to "just type their name and pause when they're done." If a visitor is typing super slowly, they can also tap directly into the next field manually.
"Conii is slow to scan IDs"
Cause: Slow internet, server hiccup, or a low-quality license image.
Fix:
Make sure the iPad has a strong WiFi signal (look at the WiFi icon in the top-right corner)
Hold the license flat and well-lit — avoid glare from overhead lights
If the problem persists across many scans, contact ConciergePad support
"Conii doesn't see a face when someone walks up"
Cause: Wall mount is too high, too low, or visitors are standing too far away.
Fix: Use the live camera preview to position the kiosk correctly. See the Mounting Your iPad and Aiming the Camera article.
"I forgot the admin passcode"
The passcode is Adm123. Memorize it.
If you've changed it and forgotten it, contact ConciergePad support to reset it.
"How do I get out of Conii mode?"
Settings → enter passcode Adm123
Scroll to the bottom
Tap Sign Out
This returns you to the ConciergePad sign-in screen.
Still stuck?
Email support@conciergepad.com with:
The school name
Which kiosk (the iPad name)
What you were trying to do
What happened instead
A photo of the screen if possible
We'll get back to you fast — we know your kiosks can't wait.