The Welcome Screen is the desktop application that connects ClubRight to your front desk and access hardware. Whether you use a simple desktop scanner or a multi-door turnstile system, the Welcome Screen needs to be installed and running for that hardware to work. This article covers what it is, how to set it up, how to fix common problems, and how to reinstall it if you need to.
💡 Important: The Welcome Screen runs on Windows 10 or 11 only. It cannot be installed on Apple (macOS) devices. You also need to be logged in with an owner-level account to download it.
What the Welcome Screen does
The Welcome Screen is a small application that links physical hardware to your ClubRight account. It is required for:
Member check-in hardware (a QR or barcode scanner)
Access control (doors, turnstiles, and gates)
Till hardware (a cash drawer and receipt printer)
It needs to be running at all times for any of this hardware to work.
Choosing your check-in method
Before you install the Welcome Screen, decide how members will check in. Go to Settings > Your Club > Club Access and choose an option under How do members check in?
QR Code (Rotating, secure): a secure code in the member app that refreshes regularly.
QR Code (Fixed, printable): a fixed code that can be printed.
Barcode (Traditional scanner): for members using a key tag or membership card with a printed barcode.
Digital Card: a membership card in the member app.
None: check-in disabled.
Remember to click Save Changes.
💡 Note: The check-in method is a club-wide setting, not a per-member choice. Different access control systems work with specific check-in types, so if you use access control, choose the option that matches your hardware. If you are unsure which one your system needs, check with your access control provider before changing it.
Downloading and installing the Welcome Screen
To install the Welcome Screen on the Windows device at your front desk:
Log in to ClubRight on that device with an owner-level account.
Go to Settings > Your Club > Apps & Widgets.
Find the Welcome Screen & POS download and download the application.
Double-click the downloaded file to run the installer.
💡 Seeing an error during installation? Temporarily turn off any antivirus or anti-malware software, as it can flag the installer as a false positive. Also make sure your Windows account has administrator rights to install new applications. If the Welcome Screen will not load after installing, make sure .NET 6.0 and Edge WebView2 are installed on the PC, as both are required to run it.
Once installed, keep the Welcome Screen open and running. When it prompts you to update, always accept so you stay on the latest version.
What to set up next
What you do next depends on the hardware you are connecting:
A QR or barcode scanner: follow the QR code and barcode scanner setup guide.
A till drawer and receipt printer: follow the till drawer and receipt printer setup guide.
Access control (doors or turnstiles): see How access control works with ClubRight and follow the setup guide for your system.
Checking your Welcome Screen status
The quickest check is the Welcome screen card at the top of the left-hand column on your Home page. It shows whether your Welcome Screen is Online and when it was last seen. While it is online, the card also shows the Open Gate button. The card is on Owner logins' Home page only.
For more detail, go to Settings > Your Club > Welcome Screen status. This lists each terminal with when it was last seen, its terminal ID, and whether it is Online or Offline. If you are on a Manager login and do not have Settings in your menu, you can open the page directly at app.clubright.co.uk/Club/Terminals.
Staff logins cannot open the Welcome Screen status page. Instead, they can see whether the Welcome Screen is online on their Staff Dashboard, which shows a line such as "Welcome screen online. Last seen" followed by the date and time.
Checking the status is a useful first step if a member reports that check-in is not working, or that they are checked in but the door will not open.
Can I open the gate from ClubRight?
Yes. While your Welcome Screen is online, you can open your gate, door or turnstile remotely with the Open Gate button. Use it when you need to let someone in or unlock the door without them scanning in at your access control.
Who can use the Open Gate button?
Owners, Managers and Staff can. Trainers can't.
Owners: see Open Gate on the Welcome screen card on their Home page, and can also add the Welcome Screen widget to a dashboard.
Managers and Staff: their Home page is a shorter version without the card. They use Open Gate from the Welcome Screen widget on their dashboard. The built-in Staff Dashboard and Front Desk dashboards already include it, on the bottom row, so scroll down if you can't see it. They can also add it to any of their dashboards themselves.
Trainers: can't see the widget or use Open Gate.
There's no setting to stop a particular Manager or Staff login using Open Gate.
Where to find the Open Gate button
On an Owner login, the Welcome screen card is at the top of the left-hand column on the Home page. It shows whether your Welcome Screen is Online and when it was last seen. While it is online, the card also shows the Open Gate button.
On any login except a Trainer, you can add it to a dashboard:
Go to Home and open a dashboard under My Dashboards.
Click Edit dashboard.
In the Admin group, click or drag the Welcome Screen widget onto the dashboard.
Click Done editing.
⚠️ Note: If the Welcome Screen widget is greyed out in the editor, it's already on that dashboard. If it isn't in the list at all, your club's Welcome Screen hasn't been seen in the last month.
Opening the gate
Click Open Gate on the Welcome screen card or widget.
ClubRight shows "A message has been sent to your computer to open your gate." The Welcome Screen PC at your club then opens the gate.
The Open Gate button works the same way whichever access control system you use, including Nortech and Paxton, because ClubRight sends the message to your Welcome Screen PC rather than to the hardware directly.
If you cannot see the card or the button
The card says "The Open Gate control appears here when your welcome screen is online." Your Welcome Screen is offline. It counts as online only if it has been seen in the last couple of minutes. Check Settings > Your Club > Welcome Screen status, then follow the troubleshooting steps below.
There is no Welcome screen card at all. The card and the dashboard widget only appear if your club's Welcome Screen has connected at some point in the last month. Make sure the Welcome Screen is installed, open and online on the PC at your club. Once it connects, the card appears.
You're on a Manager or Staff login. The card isn't on your Home page. Use the widget on your Staff Dashboard instead, as described above.
Can I hide the member's name on the Welcome Screen?
No. The Welcome Screen always displays the member's name and photo, and they can't be hidden for privacy. There's no setting in ClubRight to turn them off, and the Welcome Screen PC's own settings (press F12) only cover the receipt printer, the Nortech gate, Paxton Net2 and the barcode scanner.
If this matters to your club, let us know through the chat button.
What a member sees when they scan in
When a scan is successful, the Welcome Screen shows:
"Good Morning", "Good Afternoon" or "Good Evening" and their first name.
Your club's welcome message, or "Enjoy your [class] session!" if they're booked in to a class.
Their visit number.
Their active memberships, with the visits or days they have left.
Any Welcome Screen messages sent to them.
Their photo. If they haven't got one, their Gravatar picture shows if they have one. Otherwise the photo space is blank.
If they're let in on a membership that has ended, an amber Membership expired panel shows too.
When a member checks out, it shows "Goodbye" and their first name.
What shows when a scan is refused
It shows "Sorry" and the member's first name in red, with the reason and their photo. To find out what each reason means, see Why was a member refused entry on the welcome screen?
If the card or barcode isn't recognised, it shows "Card not registered" or "Barcode expired". No name is shown.
What shows if the Welcome Screen PC loses its internet connection?
A successful scan shows "Welcome back" and the member's first and last name. A refused scan shows "Access Denied, please speak to a member of staff".
Troubleshooting
The Welcome Screen is a stable application and does not usually cause problems on its own. Most issues come from local factors: a change in hardware, a new internet provider, new software on the PC, a Windows update, or corrupted files.
If something stops working, first check whether anything changed recently and roll it back if you can. If not, work through the steps below for your symptom.
Welcome Screen is offline, blank, or shows an "Object not set" error
You may see that your Welcome Screen does not show as Online on the Welcome screen card on your Home page or in Settings > Your Club > Welcome Screen status, a blank white screen, or an error beginning "Object not set".
If the Welcome Screen is not running, double-click it to start it.
If it is running, close it. (If it is already closed, skip this step.)
Press the Windows key, type %LocalAppData% and press Enter.
Delete the Apps folder.
Open Windows File Explorer and go to This PC > C: drive > Users, then open the folder for the user you are logged in as.
Delete the file called clubrightofflinecache.
Delete the file called clubright.
Re-open the Welcome Screen.
Welcome Screen cannot connect, or a gate or door will not open
You may see an "unable to connect" pop-up, or the Welcome Screen shows as Online but the gate or door still will not open. For example, members' PIN, QR code or card logs a check-in, but they are not let in.
Check your internet connection is working.
Check you do not already have another instance of the Welcome Screen running.
Close and re-open the Welcome Screen.
Restart the PC.
If it still will not connect, follow the offline steps above.
Scanner not working
Members cannot scan in, or they scan but nothing shows on the dashboard.
Unplug and reconnect the scanner.
Close and re-open the Welcome Screen.
Restart the PC.
If it still will not work, follow the offline steps above.
If the problem continues, reinstall the scanner using the QR code and barcode scanner setup guide.
Till or printer not working
The cash drawer will not open for a sale, or the receipt printer will not print.
Check the printer has paper.
Check the drawer is not physically blocked.
Unplug and reconnect the till drawer and receipt printer.
Close and re-open the Welcome Screen.
Restart the PC.
If it still will not work, follow the offline steps above.
If the problem continues, reinstall the hardware using the till drawer and receipt printer setup guide.
💡 What ClubRight can and cannot help with: The Welcome Screen is ClubRight software, so we can help with that. We cannot resolve issues with your own devices, internet connection, cabling, physical gates or turnstiles, or third-party access control hardware and software. For those, contact your access control provider. If you do not have one, see Choosing an access control supplier.
Removing and reinstalling the Welcome Screen
⚠️ Uninstalling is a last resort. Work through the troubleshooting steps above first. Reinstalling resets the Welcome Screen: you will need to log in again and set up your scanner and access control again.
Before you uninstall: if you use access control, press F12 to view your access control settings and make a note of them, so you can re-enter them afterwards. Also turn off any antivirus or anti-malware, and make sure your Windows account can install applications.
Step 1: Uninstall the application
Click the Windows start button.
Type add or remove programs and open the best match.
Find the ClubRight Welcome Screen in the list and click Uninstall.
Step 2: Delete the leftover files
Open Windows File Explorer and go to This PC > C: drive > Users, then open the folder for the user you are logged in as.
Delete the clubright file and the clubright settings file.
Step 3: Reinstall
Make sure you are logged in with an owner-level account.
Go to Settings > Your Club > Apps & Widgets.
Download the Welcome Screen & POS application and run it.
Log in and set up your scanner and access control again. Your access control provider can help with this.
💡 Seeing a "vendor" or "cannot start application" error when reinstalling? Close the Welcome Screen, press the Windows key, type %LocalAppData% and press Enter, delete the entire Apps folder, then run the Welcome Screen again.
If you get stuck at any point, contact the Customer Success team using the chat button in your application.