atVenu Register Hardware Setup & Troubleshooting

Below is a list of quick tips, hardware specifics, and troubleshooting steps for atVenu Register. 

Hardware Setup and Configuration:

1. Connect to WiFi / Internet:

1. Turn iOS device on
2. Access device Settings
3. Tap WiFi
4. Connect to available WiFi network
5. Close Settings
6. Launch atVenu Register app

You can utilize cellular data instead of internet if your device is cellular enabled, but WiFi is always recommended when available.

2. Sign in to the atVenu Register app:

• Launch the atVenu Register app. Be sure you select the correct app. Please see: How do I get the Artist Manager or Register apps on my iPad or iPhone?

1. Log in using your atVenu username and password, or preset Venue Seller credentials
2. Select the correct show from the Upcoming Shows list
3. For Venue & Festival Accounts, If Multiple Stands are enabled, select the correct stand. Please see: How do I enable and configure Multiple Stands? (Venue/Festival Account)
4. For Venue & Festival Accounts, if Staff Mode is enabled, enter a Staff PIN to begin a shift. Please see: Using atVenu Register with Staff Mode (Venue/Festival Account)

3. Connect your atVenu Card Reader:

If running an EMV/M2 Reader (US only) or WisePad Reader (Canada only), please see: 

• EMV/M2 Card Reader Pairing Guide
• WisePad Reader User Guide

If running an atVenu Pro Reader (plug-in / swipe only):

• Plug in the Micro USB or USB-C cable into the bottom of the Pro Reader. This allows you to charge the iPad through the reader
• Plug the Pro Reader into the Lightning Port on the iOS device

Troubleshooting: 

Once a reader has been paired, you can manage connections and monitor battery levels from the Operations Dashboard available from the top right corner of the main product grid view in the Register app. From this view, you can select any connected device and be redirected to the Settings > Readers pairing page. From here, click <Back in the upper right corner of the screen to be taken back to the Register default view. 

From the Settings > Readers page, you also have the option to restart the reader by tapping the Reboot button.

WiFi / Internet:

In order to log in to the atVenu Register app and access your show, the device needs to either be connected to the internet via WiFi, connected to a cellular network, or connected to a hotspot. Once logged in, you can utilize atVenu Register's Offline Mode as needed. For more information on Offline Mode, please see: Does atVenu Register work offline?

If you have trouble logging in, be sure you have an internet connection, not just a WiFi connection. To test this, load a web page from Safari to ensure you are actually connected to the internet.

You can also run an internet speed test if you would like to ensure your network is sufficient as follows: 

• Visit google.com and search Speed Test
• Click the Run Speed Test button
• Speeds of around 15Mbps up and 5Mbps down are sufficient

Select the Correct Show:

If you are logged in to atVenu Register but you do not see your show in the Upcoming Shows list: 

• Make sure Bank Account info has been saved to your atVenu.com account in order to activate atVenu Register
• Make sure the date you saved to the show within your atVenu.com account is current. If you save a past date to a show it will not load in the Upcoming Shows list. 
  1. Locate the show within your atVenu.com account and click Edit 
  2. Change the show date
  3. Click Save Show
  4. In the atVenu Register app, navigate back to the Events list, pull down and release to refresh, then select the show again.

Select the Correct Stand:

For Venue & Festival Accounts running Multiple Stands, if you have selected the correct show, but do not have the ability to select the stand you are deploying the Register to: 

• Make sure you have enabled and configured the Multiple Stands feature under Account Settings within your atVenu.com account. Please see: How do I enable and configure Multiple Stands? (Venue/Festival Account)
• Also, make sure you have enabled stands for the show by following these steps: 
  1. Locate the show within your atVenu.com account and click Edit 
  2. Click on Stands
  3. Click to enable stands for the show
  4. Click Save Show
  5. Access the show's Counts page, then the Distribution tab to distribute your product to the appropriate stands
  6. In the atVenu Register app, navigate back to the Events list, pull down and release to refresh, then select the show again.

For Artist Accounts:

If you are logged in to atVenu Register and have selected your show, but you do not see your product on the inventory screen:

1. Make sure your items have titles and prices saved
2. If you are on our Tour Merch Mgmt package, make sure your items are saved to the tour
3. If you are on our Advanced Inventory or MerchIQ packages, make sure your items are saved to the tour Trailer and that the Trailer is linked to the tour
4. Please see: Merch items not showing up in atVenu Register?

For Venue & Festival Accounts:

If you are logged in to atVenu Register and have selected your show and stand (if applicable), but you do not see your product on the inventory screen:

1. Make sure your items have titles and prices saved
2. Make sure your items have been distributed to enabled stands, or have been enabled under Register Mgmt

Low Battery / Overheating Warning: 

If the atVenu logo (located in the header bar of the Register app) is flashing red, this indicates that the battery level on the iPad or paired credit card reader may be low. This can also indicate that the iPad is becoming too hot. If the device is in direct sunlight, it should be moved to the shade. 

Please also see the following resources:

• Show Instructions for Venue Accounts 
• Show Instructions for Festival Accounts
• Register Management feature overview (Venue/Festival Account)
• Stand distributions by percentage (Venue/Festival Account)

atVenu Card Reader Troubleshooting:

Please see: My Credit Card Reader isn't working