Why won’t my QR code scan?
Updated
When you set up a SimpliCam® or Video Doorbell Pro, the SimpliSafe® App will ask you to scan a QR code with your phone or tablet’s camera. If you run into any issues scanning the QR code, try the troubleshooting steps below.
Step 1: Check Your Camera
Ensure that the plastic cover has been removed from the body of the camera or lens, if applicable. You’ll want to ensure that the SimpliCam® privacy shutter is open.
You’ll also want to check that the camera is powered on and the light is blinking white, indicating that it's ready for setup.
Step 2: Check Your Lighting Conditions (Reduce Glare)
Reduce the glare on your phone or tablet’s screen by avoiding bright light sources. Additionally, you can try to combat light sources by turning up the brightness of your device.
If you’re installing the cameras at night, ensure that any lights are not causing a glare on your phone or tablet’s screen.
Step 3: Slowly Bring Your Phone Closer to the Camera
Start with your phone or tablet about 2 feet away from the camera. Slowly bring it closer to the camera, allowing time for the camera to properly focus on the image at differing focal lengths.
Step 4: Adjust Your Devices Screen Brightness
It’s possible that the screen brightness may be too bright and is washing out the image of the QR code. You can try reducing the brightness to about 50% and see if that helps.
Step 5: Adjust Your Phone or Tablet’s Zoom
If your phone or tablet’s text legibility is enhanced or set to a larger font size, this can also cause the QR code not to scan. This is because the zoom enhancement will often cause parts of the QR code to be cut off on your screen. Temporarily decrease the zoom within your phone or tablet’s settings, then try scanning the QR code again.
Step 6: Try a Different Device
Lower resolution phone or tablet screens can also impact the ability to scan the QR code. If you have another device or can borrow a family member or friend's phone or tablet, we recommend trying this method before proceeding to the next step.
Step 7: Print the QR Code to Scan it that way
Using your phone or tablet, take a screenshot of the QR code. Then, print this using any available printer at 6 inches by 6 inches dimension-wise. Once that’s done, hold up the piece of paper in front of your camera and attempt to have the QR code scanned this way.
Step 8: Reset the Camera
If the QR code does not scan after taking all of these steps, the next best option is to factory reset the camera. You can reset your camera using the respective steps below.
Still need help?
If you still require assistance after taking these steps and resetting your camera, don’t hesitate to contact our support team for additional troubleshooting.