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Troubleshooting the New Scanner on mobile devices

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Having issues with the New Scanner functionality when using mobile devices?

Some users have reported having issues scanning tickets with smaller-sized barcodes and/or tickets. Here are a few suggestions if you experience these issues as well.

 

Try resizing the barcode to 30 points or higher

For Android users or those not wanting to use the iOS app.

  • Ensure that Print-at-home barcodes are set to at least 30 point font
  • If configuring Dymo or BOCA tickets, they will also need to be at least 30 points, which will require the barcode to run along the long side of the ticket (horizontal in most cases) rather than the short side.
  • Please note you may need an alternative solution like using the Patron Check-in screen for tickets previously printed with a smaller barcode.

 

For organizations who were using the Apple iOS app:

The iOS app can continue to be used but requires the following information for logging in:

  1. Organization code
    This can be found at the top of your screen when you’re signed into Arts People, it is 3 to 5 characters long, in parentheses before your ORG ID number - example, (abcde / 1111) where “abcde” is your org code.

  2. Username
    Use your current email address that you now use to log in to Arts People. 

  3. Password
    Use your old password from before the Neon One Portal sign-on upgrade. If you have forgotten that password, you can follow the reset link in the iOS app to reset it. Users added after the update will need to go through the password reset in the IOS app to create a new password.

NOTE: Resetting your password through the iOS app will only affect your ability to log in to the iOS Ticket scanning app. It will not change your password when you log in to the Arts People application through the new SSO portal. When this process is completed, you will end up with 2 passwords, one for the Neon One portal and one for the app. 

 

If you encounter a username/password error message during any of these steps, please try restarting the app and starting over.