Heads up! We're upgrading the real-time infrastructure that powers your Envoy kiosk. This is the system responsible for delivering visitor sign-in notifications, badge print commands, incident screen takeover, and configuration updates to your iPad. Apple has also released several security fixes. The new version of the app is built to work with this upgraded system.
Updating your iPad to iPadOS 15 or later and your Envoy Visitors Application to Version 5.60 or later before May 30th ensures your kiosk continues to receive real-time updates without interruption. We also recommend allowing iot.envoy.com in your firewall rules. Learn how to update your iPadOS.
Overview
It’s important to keep your iPads and apps up to date with the latest version. Running older versions of the app may cause you to stop receiving real-time commands. This means that sign-in notifications, badge printing, and configuration syncs could be delayed or stop working until the app is updated. This article covers some best practices for managing your sign-in kiosk(s).
Check device status
You can see all paired iPads at a given location—and see if they’re operational or offline—from any location’s devices page.
Tip: If you're a Global admin you can view at-a-glance device status for all locations from Global overview > Devices.
Check online/offline
You can check if your iPad is offline in two places.
On our Home page, if an iPad is offline, there will be a notification that shows how long and which device is offline
Go to Visitors > Devices > iPads. Here you'll see a list of all iPads attached and which are operational vs offline.
Check for app updates
Go to Visitors > Devices.
Locate the iPad in question on the list of connected devices.
Under the iPad name, locate Visitors version.
Besides the version number (like 2.0.1, for example), you will see a colored dot.
If the dot is green, the iPad is running the current version.
If the dot is yellow, the iPad is running an older version, and we recommend that you update to the latest version.
Update the Envoy Visitors app
Open the Apple App Store on your iPad.
In the top right, search for Envoy.
If there is an update to the Envoy app, you’ll see it listed. Simply tap UPDATE.
If you’re on the most up-to-date version, you’ll see Open instead of Update.
Tip: If Visitors > Devices shows that you need an update, but the App Store does not, just delete the app and then reinstall it. That will ensure you have the latest version.
Enable Automatic app updates
To make Visitor Kiosk management easier, it's recommended to allow automatic updates. This ensures that you're always on the latest version of the iPad app, and won't need to worry about manually downloading updates.
On the iPad, open up the ⚙️Settings app.
Select App Store from the left-hand menu.
Under Automatic downloads, toggle App Updates to On.
Updating your iPadOS version
Keeping your iPadOS up to date, not just the Envoy Kiosk app, ensures your devices stay fully compatible with the latest Envoy features. Because we build for current OS versions, running an outdated iPadOS can cause crashes, display issues, or features to stop working as expected.
On your iPad, open the Settings app.
Tap General.
Tap Software Update.
If an update is available, tap Update Now.
Enter your passcode if prompted and follow the on-screen instructions.
Note: The iPad must be connected to Wi-Fi and have sufficient battery power (or be plugged in) to complete the update. The update may take 15–30 minutes.
Check which location an iPad is paired to
On the iPad in question, open the iPad Settings app.
Find Envoy Visitors on the left (near the bottom), and tap it. Then, on the right, look for Location.
Tip: To change which location an iPad is paired to, first unpair it from the current location. Then, pair it to the desired location.
Access iPad Kiosk debug menu
You might need to access the Kiosk's advanced settings and logs in order to troubleshoot. The default code is 4321, but admins can set their own. Learn more about setting an access code.
On the iPad, tap and hold the Envoy banner at the top of the screen.
Enter the access code.
The debug menu will open. From here, you can view advanced printer status data, reload app configurations, and more.
Unpair an iPad from a location
You can unpair an iPad from the iPad settings app (you must be with the iPad) or from the web dashboard (can be done remotely).
Unpair using iPad settings
If you’re near the iPad, you can open the iPad Settings app to unpair an iPad from a location.
On the iPad, open the ⚙️ Settings app.
iPadOs 26 and newer, you must navigate to Apps to view app settings.
Find Envoy Visitors on the left (near the bottom), and tap it. Then, on the right, toggle Reset Login Information to the on position.
Unpair using dashboard
If you’re managing iPads remotely, you can unpair an iPad from a location from your dashboard.
Go to Visitors > Devices.
Locate the iPad you’d like to unpair. Find the 3 dots at the top right, and select Remove iPad from the dropdown.
Mobile Device Management (MDM)
See main article: Mobile Device Management
It's common for your IT team to manage all iPads at your company remotely. If this is the case, your IT team would need to handle any troubleshooting and management.
FAQ
Is the Visitors Kiosk app available on Android devices?
No, Envoy Visitors is only available on iPads. Learn more about our supported hardware.