Troubleshooting QR code scanner

Having issues with the FAST PASS QR code scanner? Here are some common issues, error messages and their explanations.

Your device does not have a compatible camera for scanning QR codes.

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.

What should I do?

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

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

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

• Safari

• Firefox

• Edge

The QR code is not a FAST PASS, please try a different code.

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.

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

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

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.

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.