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Scanning Issues

Fix QR code scanning problems

When ticket scanning stops working, it disrupts your event flow and creates queues at the door. This guide helps you quickly diagnose and resolve the most common scanning problems so you can get back to admitting attendees.

At its simplest, scanning troubleshooting answers one question: Why is my scanner not validating tickets?

Who uses this: Event staff with scanning permissions.

Key capabilities:

  • Diagnose camera and permission problems
  • Resolve QR code detection failures
  • Handle "already scanned" and validation errors
  • Fix offline scanning issues
  • Troubleshoot performance problems

How It Works

At a glance: Identify the symptom, check the most common cause, apply the fix, and test with a ticket.

1. Identify the Problem Type

Scanning issues fall into categories: camera not working, QR code not detected, ticket validation failures, or permission errors. Each has different causes and solutions.

2. Check Common Causes First

Most issues stem from permissions, lighting, or connectivity. Start with the simplest fixes before moving to advanced troubleshooting.

3. Apply the Solution

Follow the step-by-step instructions for your specific problem. Most issues resolve within a few minutes.

4. Test and Verify

Scan a test ticket to confirm the fix worked. If the problem persists, move to the next possible cause.

Think of it this way:

  • Camera issues prevent the app from seeing the QR code at all
  • Detection issues mean the camera works but cannot read the code
  • Validation issues mean the code was read but the ticket is rejected
  • Permission issues prevent you from accessing the scanner

Camera Not Working

Symptoms:

  • Black screen when opening scanner
  • "Camera permission denied" message
  • App crashes when tapping Scan button
  • Camera preview frozen or blank

Causes:

  • Camera permission not granted
  • Another app using camera
  • Camera hardware issue
  • iOS/Android restrictions

Grant Camera Permission

iOS:

  1. Open device Settings app
  2. Scroll down and tap Seaty
  3. Tap Camera
  4. Select Allow
  5. Return to Seaty app and try scanning again

Android:

  1. Open device Settings app
  2. Tap Apps then Seaty
  3. Tap Permissions
  4. Tap Camera
  5. Select Allow or Allow only while using the app
  6. Return to Seaty app and try scanning again

Why this is required: Camera access is necessary for QR code scanning functionality.

Close Other Camera Apps

  • Close all other apps that might use camera
  • Double-tap home button (iOS) or Recent Apps (Android)
  • Swipe away camera, video, or video call apps
  • Return to Seaty

Restart the App

  1. Force close Seaty completely
  2. Wait 5 seconds
  3. Reopen Seaty
  4. Navigate to scan screen
  5. Grant permission if prompted

Restart Your Device

If camera still not working:

  1. Turn off your device completely
  2. Wait 10 seconds
  3. Turn device back on
  4. Open Seaty and try scanning

QR Code Not Detected

Symptoms:

  • Scanner preview works but does not scan
  • QR code visible but not recognised
  • No beep or feedback when scanning
  • "No QR code detected" message

Causes:

  • Poor lighting conditions
  • QR code damaged or unclear
  • Wrong QR code type
  • Camera focus issues
  • QR code too small or too large

Improve Lighting

  • Move to well-lit area
  • Turn on room lights
  • Avoid direct sunlight (causes glare)
  • Avoid shadows on QR code
  • Use device flashlight if needed

Adjust Distance and Angle

For optimal QR code detection:

  • Hold device 10cm to 30cm from QR code
  • Keep device parallel to QR code surface (avoid tilting)
  • Centre QR code within camera preview frame
  • Hold steady (do not move too quickly)
  • Wait 1 to 2 seconds for camera to focus automatically

Clean Camera Lens

  • Use soft, clean cloth
  • Gently wipe camera lens
  • Remove fingerprints or smudges
  • Check for scratches or damage

Verify QR Code Quality

  • QR code should be clear and undamaged
  • Check for tears, folds, or water damage
  • If printed, ensure high-quality print
  • If on screen, increase brightness
  • Try zooming QR code on screen (if digital ticket)

Test with Different QR Code

  • Try scanning a different ticket
  • If others work, specific QR code may be damaged
  • Contact ticket holder for fresh code

Adjust Camera Preview Size

  1. Open scan screen
  2. Tap Settings (gear icon)
  3. Select Camera Preview Size
  4. Try different sizes (Small/Medium/Large)
  5. Medium works best for most situations

Ticket Already Scanned Errors

Symptoms:

  • "Ticket already scanned" message
  • Fail sound or vibration
  • Red error indicator
  • Cannot admit ticket holder

Causes:

  • Ticket genuinely scanned earlier
  • Duplicate scan attempt
  • Offline scan not synced
  • Multiple staff scanning same ticket
  • Sync delay between devices

Check Scan History

  1. View scan list on screen
  2. Look for ticket in recent scans
  3. Check timestamp of previous scan
  4. Verify if legitimate or mistake

Handle Re-entries (If Event Allows)

If your event allows re-entry:

  1. Tap the failed scan in scan history
  2. View ticket details screen
  3. Tap Scan Out to mark attendee as left
  4. Scan ticket again to check them back in

If event does not allow re-entry:

  1. Inform ticket holder they cannot re-enter
  2. Contact event organiser if exception needed
  3. Admin staff may have override permissions

Why re-entry rules matter: Event organisers set re-entry policies based on event type and venue capacity.

For Duplicate Scans (Mistake)

  1. View the scan in history
  2. Confirm same person
  3. Explain it was already scanned
  4. No further action needed

For Offline Scanning

If scanning offline:

  1. Check sync status
  2. Previous scans may not yet be synced
  3. Connect to internet
  4. Wait 30 seconds for sync
  5. Try scanning again

For Multiple Staff Issues

If multiple people scanning simultaneously:

  1. Brief sync delay is normal (1-2 seconds)
  2. First scan wins
  3. Second scanner will see "already scanned"
  4. Communicate between staff to avoid double-scanning

Ticket Validation Failures

Symptoms:

  • "Invalid ticket" message
  • "Ticket not found" error
  • "Wrong event" message
  • Fail sound or vibration

Causes:

  • QR code for different event
  • Ticket cancelled or refunded
  • Ticket not yet activated
  • Wrong event date selected
  • Offline data out of date

Verify Event Selection

  1. Check event name displayed at top of scan screen
  2. Confirm correct event is selected
  3. If wrong event selected:
    • Navigate back to home screen
    • Select correct event from list
    • Open scanner and try again

Why this matters: Tickets are event-specific and will not validate for different events.

Verify Event Date

  1. Check selected date at top
  2. If multi-date event, ensure correct date
  3. Tap date picker to change date
  4. Re-scan ticket

Check Ticket Status

Ask ticket holder:

  • Is this the correct event?
  • Is this the correct date?
  • Did they receive a refund?
  • Did they transfer the ticket?

Update Offline Data

If scanning offline:

  1. Connect to internet
  2. Navigate to Event then Offline Data
  3. Tap Refresh Event Data
  4. Wait for update to complete
  5. Try scanning again

Manual Lookup

If scan fails but you know ticket is valid:

  1. Tap Manual Entry
  2. Ask for order number
  3. Search by order number
  4. Manually check in ticket
  5. Report scan issue to support

Access Denied for Scanning

Symptoms:

  • "Scanning Access Required" message
  • "You don't have permission" error
  • Cannot open scan screen
  • Redirected when tapping Scan

Causes:

  • User account lacks scanning permission
  • Not assigned to this event
  • Permission revoked
  • Wrong account signed in

Check Signed-In Account

  1. Navigate to Settings
  2. Check account email
  3. Verify correct account
  4. Sign out and sign in with correct account if needed

Request Scanning Permissions

Contact your event organiser to request scanning access. They grant access via web dashboard, and permission changes take effect immediately.

Why permissions are required: Ensures only authorised staff can scan tickets and access attendee information.

Verify Event Assignment

  • You must be assigned to the event
  • Event organiser assigns staff
  • Check with organiser if not assigned

Check Organisation Permissions

  • You need permissions for the organisation
  • Not just the individual event
  • Organiser can grant organisation-level access

Offline Scanning Not Working

Symptoms:

  • "No offline data" message when offline
  • Scans fail without internet
  • "Download event data first" error
  • Cannot validate tickets offline

Causes:

  • Offline data not downloaded
  • Data expired
  • Wrong event selected
  • Data corrupted

Download Event Data (Requires Internet Connection)

Before going offline, complete these steps:

  1. Connect to stable Wi-Fi or mobile data
  2. Open Seaty and navigate to your event
  3. Tap Settings icon then Offline Data
  4. Tap Download Event Data button
  5. Wait for download to complete (typically 1 to 5 minutes depending on event size)
  6. Confirm you see "Download Complete" message

Why download before the event: Offline data allows ticket validation without internet connection.

Verify Data is Current

  1. Navigate to Event then Settings then Offline Data
  2. Check "Last Downloaded" timestamp
  3. If data is old, re-download before event
  4. Re-download event data before event

Why keep data current: Ensures staff have the latest ticket information including recent purchases and cancellations.

Test Offline Mode

Before your event:

  1. Enable aeroplane mode
  2. Try scanning test ticket
  3. Should work if data downloaded
  4. Verify scans appear in history

Verify Sufficient Storage

  • Need 100-500MB free
  • Check device storage
  • Delete old files if needed
  • Re-download offline data

Re-download if Corrupted

  1. Navigate to Offline Data
  2. Tap Delete Offline Data
  3. Confirm deletion
  4. Tap Download Event Data again
  5. Wait for fresh download

Scan Sound Not Playing

Symptoms:

  • No beep when scanning
  • Silent success or failure
  • No audio feedback
  • Vibration works but no sound

Causes:

  • Device volume muted
  • iOS silent mode enabled
  • App audio permissions
  • Audio player not initialised

Check Device Volume

  • Press volume up buttons
  • Ensure not muted
  • Check device volume slider

Check iOS Silent Mode

  • Look for orange switch on side of iPhone
  • Flip switch to disable silent mode
  • You should hear sound now

Check Android Sound Settings

  • Settings then Sound then Media Volume
  • Increase media volume
  • Ensure not in Do Not Disturb mode

Restart the App

Audio may not initialise on first launch:

  1. Force close Seaty
  2. Wait 5 seconds
  3. Reopen app
  4. Navigate to scan screen
  5. Try scanning

Rely on Haptic Feedback

If sound not working, use vibration feedback:

  • Success: Double vibration pattern
  • Failure: Long single vibration
  • Scan detected: Short single vibration

Visual indicators also confirm scan results (green tick or red cross).

Slow Scan Performance

Symptoms:

  • Delay between scan and validation
  • Slow camera preview
  • Laggy interface
  • Long processing times

Causes:

  • Poor device performance
  • Network latency (online mode)
  • Low device resources
  • Background apps
  • Old device hardware

Use Offline Mode

For best performance:

  • Download event data
  • Scan offline
  • No network latency
  • Instant validation
  • Syncs later when online

Close Background Apps

  • Double-tap home (iOS) or Recent Apps (Android)
  • Swipe away unused apps
  • Frees up memory and processing power
  • Improves responsiveness

Restart the Device

If sluggish:

  1. Turn off device
  2. Wait 10 seconds
  3. Turn back on
  4. Open Seaty
  5. Performance should improve

Reduce Camera Preview Size

  1. Scan screen then Settings
  2. Camera Preview Size then Small
  3. Reduces processing load
  4. Slightly faster on older devices

Check Battery Saver Mode

  • Disable Low Power Mode (iOS)
  • Disable Battery Saver (Android)
  • These modes reduce performance

Lighting Issues

Optimal Lighting Conditions

Best:

  • Bright, even indoor lighting
  • Overcast outdoor daylight
  • Consistent artificial light

Avoid:

  • Direct sunlight (creates glare)
  • Very dark environments
  • Shadows across QR code
  • Reflective surfaces behind ticket

Using Device Flashlight

Most devices:

  1. Swipe down from top
  2. Tap flashlight icon
  3. Point at QR code
  4. Do not shine directly (creates glare)
  5. Angle slightly to side

Multiple Scanning Setups

Multiple Staff Scanning

Best Practices:

  • Assign different doors or entrances
  • Communicate via radio or text
  • Brief sync delays are normal (1-2 seconds)
  • First scan wins in database

If Same Person Scanned Twice:

  1. Check scan list
  2. Compare timestamps
  3. Usually within seconds
  4. One will show "already scanned"
  5. Let first scan stand

Shared Device Scanning

Using Device Sign-In:

  1. Sign in with device code (not personal account)
  2. Multiple staff can use device
  3. No need to sign out between users
  4. All scans tracked to device and event

Switching Events:

  1. Go back to home
  2. Select different event
  3. Open scanner
  4. Previous event scans preserved

Advanced Troubleshooting

Reset Scanner Settings

  1. Navigate to scan screen
  2. Tap Settings icon
  3. Reset to defaults:
    • Camera: Back
    • Preview Size: Medium
  4. Close and reopen scanner

Clear Scan Cache

  1. Navigate to Settings then Data Privacy
  2. Tap Clear Cache
  3. Confirm
  4. Restart app
  5. Try scanning again

Test Camera Elsewhere

Verify camera hardware:

  1. Open device Camera app
  2. Take a test photo
  3. If camera works, hardware is fine
  4. If camera does not work, hardware issue

Manual Ticket Validation

If scanner repeatedly fails:

  1. Use manual entry option
  2. Ask ticket holder for order number
  3. Search by order number
  4. Manually validate and admit
  5. Report scanner issue to support

Platform-Specific Issues

iOS

Camera Permission Reset:

  1. Settings then Privacy and Security then Camera
  2. Toggle Seaty off
  3. Wait 5 seconds
  4. Toggle Seaty on
  5. Reopen app

Focus Issues:

  • Tap screen to focus camera
  • iOS camera should focus automatically
  • Wait 1-2 seconds for focus

Android

Camera Permission Issues:

  • Some Android versions require "Allow all the time"
  • Settings then Apps then Seaty then Permissions then Camera
  • Select appropriate permission level

Multiple Camera Support:

  • Some devices have multiple rear cameras
  • App uses main camera automatically
  • Cannot manually select specific camera lens

Prevention Tips

Before Event:

  • Download offline data (recommended)
  • Test scanning a few tickets
  • Check camera permissions
  • Ensure good lighting at scan location
  • Charge device fully

During Event:

  • Keep device charged
  • Monitor scan history for issues
  • Communicate with other scanners
  • Report problems immediately

After Event:

  • Ensure all scans synced
  • Check for failed validations
  • Report any issues to support

Still Having Issues?

If scanning problems persist:

Contact Support: Email: support@seaty.co.uk

What to include in your support request:

  1. App version - Settings then General Settings
  2. Event name and date - The event you are scanning for
  3. Device model and OS version - Your phone model and operating system
  4. Error messages - Screenshot if possible
  5. When it occurs - All tickets? Specific tickets only?
  6. Camera working in other apps? - Test with device Camera app
  7. Scanning mode - Offline or online?
  8. What you have already tried - Troubleshooting steps you followed

Emergency Support: For live events with critical scanning issues:

  • Contact event organiser immediately
  • They have direct support access
  • Can enable manual validation
  • Can assign additional permissions

Common Questions

Camera and Detection

Why does my camera show a black screen? The most common cause is missing camera permissions. Check Settings on your device and ensure Seaty has camera access enabled.

Why does the scanner not recognise my QR codes? Poor lighting is the most frequent cause. Move to a well-lit area and hold the device 10-30cm from the code. Clean your camera lens if smudged.

Can I use the front camera for scanning? Yes, but the rear camera typically provides better results. You can switch cameras in scan settings.

Validation and Errors

What does "ticket already scanned" mean? The ticket was checked in previously. Check the scan history to see when and where it was scanned. If re-entry is allowed, you can scan the ticket out first.

Why does it say "wrong event" when the ticket looks correct? You may have the wrong event selected in the app. Check the event name at the top of the scan screen and switch if needed.

Can I still admit someone if the scanner fails? Yes, use manual entry. Ask for the order number, search for it, and manually check in the ticket.

Offline Scanning

How long does offline data last? Offline data remains valid as long as it has been downloaded. Re-download before each event to ensure you have the latest ticket information.

Will my offline scans sync automatically? Yes, when you reconnect to the internet, offline scans sync automatically. Check sync status to confirm all scans uploaded.

How much storage do I need for offline data? Typically 100-500MB depending on event size. Check your device storage before downloading.

Permissions and Access

Why do I not have permission to scan? Your account needs scanning permissions for the event. Contact your event organiser to request access through the web dashboard.

Can multiple people scan at the same event? Yes, multiple staff can scan simultaneously. There may be brief sync delays (1-2 seconds), but the first scan always wins.

Related Documentation: