Troubleshooting

Most problems come down to connectivity, permissions, or image quality. Work through the relevant section below; if an issue persists, see Contacting support.

Sign-in fails

• Confirm you have an internet connection.
• Sign out and sign back in to refresh your session.
• If sign-in sends you back to the start, ask your team to confirm your account and tenant access.

The camera shows a black screen or will not open

• Grant the app camera permission: device Settings → Apps → (the app) → Permissions → Camera.
• Close any other app that may be using the camera.
• Restart the app, then the device.
• Test the device’s built-in camera app to rule out a hardware issue.

Captures are rejected or blurry

• Hold the phone steady and wait for autofocus before tapping the shutter.
• Move to even, well-lit surroundings — avoid glare, shadows, and low light.
• Keep the label aligned with the overlay, centred, and square to the camera.
• Clean the camera lens.
• See Capturing good images for the full guidance.

A capture uploads but no result comes back

• Check your connection; switch between Wi-Fi and mobile data.
• Make sure the product is clearly visible and well framed, then retry.
• If the app reports a timeout, the result may still finish processing — check the dashboard later for the final outcome.
• If your connection is poor, turn on offline mode, keep capturing, and sync later from Event History — see Working offline.

Uploads fail or are very slow

• Verify you have a stable connection.
• Disable any VPN that may be interfering.
• Try a different network, or move to a stronger signal.

Repeated “Uncertain” results

This usually reflects image quality rather than the product. Review your captures against Capturing good images, keep capture conditions consistent, and report recurring cases with a few example scans.

The app is slow or crashes

• Close other running apps and turn off battery saver.
• Restart the app, then the device.
• Make sure your device meets the requirements and the app is up to date.
• If a release is required, install it from the Play Store when prompted.

Dashboard issues

• If data looks out of date, give live sections a moment to update, or refresh the page.
• If you cannot see certain data or the export option, your role may not include it — contact your administrator.
• Small differences between Live Events and Analytics are normal: one is real-time, the other is summarised.

Before contacting support

Collect what the support team needs to reproduce the issue:

• Device model and operating-system version.
• App version (shown in the app’s Settings screen, e.g. Version 1.1.0-40).
• The time the issue happened, and a short description of expected vs. actual behaviour.
• Screenshots or a sample captured image, where relevant.
• The network you were on (Wi-Fi, mobile, or corporate).

Contacting support

If the issue persists after the steps above, raise a support ticket from inside the product — Settings → Support ticket in the mobile app, or Support → New Ticket in the dashboard — and include the information above. You can follow the reply on the dashboard. See Getting support.