# Troubleshooting QR code scanner

<details>

<summary>Your device does not have a compatible camera for scanning QR codes.</summary>

**What does this mean?**

This happens when the QR code scanner cannot find a camera to use. This can be caused by hardware issues like a device with no camera, or a software issue where the browser is out of date and cannot access device cameras.&#x20;

**What should I do?**

Try using a different device or update your browser to the latest version.

</details>

<details>

<summary>OutStem does not have permission to use camera on your devices. Make sure you grant permissions in the browser prompt.</summary>

**What does this mean?**

This means your browser has rejected our request to use your device's camera.

**What should I do?**

Update the permissions granted to OutStem in your browser. Here are the solutions for some browsers:

* [Chrome](https://support.google.com/chrome/answer/114662?hl=en\&co=GENIE.Platform%3DAndroid\&oco=0)
* [Safari](https://support.apple.com/en-ca/guide/safari/ibrwe2159f50/mac)
* [Firefox](https://support.mozilla.org/en-US/kb/how-manage-your-camera-and-microphone-permissions)
* [Edge](https://support.microsoft.com/en-us/microsoft-edge/location-and-privacy-in-microsoft-edge-31b5d154-0b1b-90ef-e389-7c7d4ffe7b04)

</details>

<details>

<summary>The QR code is not a FAST PASS, please try a different code.</summary>

**What does this mean?**

This means the QR code was correctly read but the code is not an OutStem FAST PASS code, thus cannot be used for participant sign in/out.

**What should I do?**

Ask the guardian to double check the code that they have and see if they are using the correct one.

</details>

<details>

<summary>I can see the QR code in the preview, but the scanner is not scanning it.</summary>

**What should I do?**

If the camera can see the QR code but it is not scanning, try the following things

* Ask the guardians to increase the brightness of the screen. The brighter the image the better the scanning
* Change the camera angle so there is no glare in the image. Image with glare can prevent an accurate scanning result

</details>

<details>

<summary>The FAST PASS is invalid. This can be caused by a bad scan or the FAST PASS is expired. Please try scanning the QR code again, or contact an admin for help.</summary>

**What does this mean?**

As the message suggests, the FAST PASS provided by the guardian is recognized but invalid. The reason a code is invalid is not displayed on screen due to privacy and safety concerns. But here are a few reasons that a FAST PASS can be invalid:

1. The FAST PASS does not have an active participant. A FAST PASS is only valid between the period of the registrations' schedule; i.e. a FAST PASS can only be used if the registrations are registered in a schedule where the date it is scanned is between the start and end date of the schedule.
2. The FAST PASS was reset. Admin or the guardian can reset a FAST PASS code if they believe the code is compromised or would like a new one for any other reason.

**What should I do?**

Ask the guardian to double check the code that they have and see if they are using the correct one.

</details>


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