Basic Troubleshooting Tips for Scanning QR Codes and Barcodes with Captello
Please follow these troubleshooting tips if you are experiencing issues with scanning QR codes or barcodes when using the Captello mobile app:
Check Camera Permissions: Ensure the app has permission to access your camera. Go to your device’s settings, find the app, and verify that camera permissions are enabled.
On Android, navigate to Settings > Apps > Captello > Permissions.
On iOS, navigate to Settings > Camera > Captello > Make sure the camera switch is turned on.
Clean the Camera Lens: A dirty or smudged camera lens can interfere with scanning. Gently clean it with a soft cloth.
Ensure Good Lighting Conditions: Make sure you’re in a well-lit area. Poor lighting can make it difficult for the camera to read the QR code or barcode.
Hold the Phone Steady: Keep your device steady and ensure the QR code or barcode is in focus. A shaky hand or out-of-focus image can prevent the scan from working.
Maintain the Correct Distance: Hold your device 6-12 inches away from the QR code or barcode. Being too close or too far can hinder the scanner’s performance.
Adjust and Retry: If the scan is still unsuccessful, remove the QR code or barcode from the camera’s view. Start again by positioning your device approximately 18 inches away. Slowly move the phone closer until the scanner detects the code.
Adjust the Angle: If the QR code or barcode is on a curved or reflective surface, try scanning from different angles to avoid glare or distortion.
Check the Code for Damage: A scratched, damaged, or blurry QR code or barcode might not scan correctly. Try a different code or contact the provider for a replacement.
Verify Internet Connectivity: Make sure you have a stable internet connection (Wi-Fi or cellular data). A poor connection can prevent the scanner from working properly.
TIP: Wi-Fi at events/conferences can be less stable than a cellular connection. Try switching off your Wi-Fi and using cellular by default. Note, Captello can scan badges in offline mode. Find detailed instructions on how to scan in offline mode here: https://intercom.help/leadliaison/en/articles/10012274-using-captello-while-offline
Update the App: Ensure the app is up to date. Older versions may have deficiencies that cause issues with scanning.
On Android, update the Captello app from the Play Store.
On iOS, update the Captello app from the App Store.Restart the App or Phone: Closing the app or restarting your phone can help resolve temporary software glitches.
On Android, navigate to Settings > Apps > Captello > Tap ‘Force stop’
On iOS, navigate to recent apps > Find the Captello app > Swipe up to close.Clear cache: Try clearing the cache on your phone.
On Android, navigate to Settings > Apps > Captello > Storage > Tap ‘Clear Cache’.
On iOS, navigate to Settings > General > iPhone Storage > Find and tap on Captello > tap ‘Offload App’ .Test a Different QR Code: Try scanning another QR code or barcode to rule out an issue with the specific code you're trying to use.
STILL EXPERIENCING ISSUES?
If none of these options resolved the issue you are experiencing, please provide us with sample badges (make sure the QR code or barcode is clear and visible) and record a video from your device that demonstrates the issue, if possible.
On Android, swipe down from the top of your screen to expand your quick panel, then tap Screen Recorder.
On iOS, follow the steps below:
Swipe down from the top-right corner of your screen to open Control Center.
Click the ‘Screen Recording’ button. If the button is not there, continue with the steps below.
Touch and hold the background of the screen, then tap Add a Control.
In the controls gallery, tap the Screen Recording button to add the screen recording control to Control Center, then tap anywhere on the screen to return to Control Center.
Tap the Screen Recording button, then wait for the 3-second countdown to start recording.
To stop recording, tap the red circle at the top of the screen, then tap the Stop Screen Recording button.