The 'Couldn't fetch badge data' error on the mobile app could have multiple meanings depending on the use case. This article goes through all the different scenarios where this error would show, and what to do in each scenario.
If You Are Offline
It's expected to get the error if you're offline. Captello still works while offline! Keep filling qualification questions and submitting.
For more information, refer to Using Captello While Offline.
On the Events screen, the submissions show under the red error icon.
When internet is back, the submission goes to successful submissions.
If You Are Online
Using Post Show Reconciliation
If you are using Post Show Reconciliation, it's okay to get the error!
Keep scanning, filling the qualification information and submitting. For more about the post show reconciliation process, refer to How to Set up and Use Post-Show Reconciliation With Captello.
In case of Post Show Reconciliation, leads will appear in the yellow (pending) area. This means that they are in the Capture Portal, waiting to be exported and reconciled.
Show API is Down
When the show API is down. The error is expected to show up.
The leads will appear in the yellow (pending) area. This means that they are in the Capture Portal, waiting to be processed.
Actions To Take When API is Down
Keep filling qualification information and submitting.
After the API is back online, navigate to the Capture Portal.
Select your event and click 'Process all' to submit all pending leads.
If The Lead Shows as a Draft on The Mobile App
If leads show on the drafts (grey) area, you can retry calling the API on the mobile app or the webapp.
On the mobile app:
Tap the draft (grey) icon > Tap a lead > Tap 'Edit Submission' > Tap 'Retry'.
On the webapp:
Click the number of Drafts
Click the edit icon for the lead(s).
Click 'Retry'.
Provided the scanned badge ID is valid, the lead information will fill the form, and you will be able to Save and Submit successfully!
Invalid Badge IDs
In case of invalid badge IDs, such as if you scan a QR code leading to a website, or an attendee that has been deleted from the badge provider's database, the error will come up. Once the lead is submitted, it goes to the yellow (pending) area on the mobile app, and to the Capture Portal, where it can be deleted or reviewed and submitted.