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In-store: Troubleshoot QR code scanning problems

If your device fails to scan a QR code while provisioning or enrolling, follow these steps to resolve the issue:

Ensure Proper Scanning Conditions

  • Hold your device steady and position the QR code clearly within the screen.
  • The QR code should not take up more than 50% of the screen.
  • Aim your device squarely at the code, avoiding angles.
  • Minimize glare and scan in a well-lit environment. If the code is in direct sunlight, cover it with your hand.
  • Maintain the correct scanning distance—about 30 cm away, then move slowly toward the code.
  • Follow the 10:1 rule: For a QR code of 10 cm², scan from 100 cm away.

 

Check for Common Issues

  • No QR code available – Ensure the QR code is positioned within the device camera’s view.
  • Camera can’t focus/read the QR code – Tap the screen or move the device slightly to center and focus the QR code.
  • Invalid QR code – Verify you are using the correct enrollment code or QR tag.
  • Dirty camera lens – Wipe it with a soft cloth to remove dust or smudges that may affect clarity.