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Troubleshooting

Solutions for common issues with the Compliance Check feature, organized by category.

Camera Issues​

Camera permission denied​

Cause: The browser was denied camera access, or a previous denial is still in effect.

Solutions by browser:

Chrome or Edge (Android or Desktop)
  1. Tap or click the lock icon (🔒) in the address bar
  2. Find Camera in the site permissions list
  3. Change the setting to Allow
  4. Refresh the page and try again
Safari (iOS / iPadOS)
  1. Open the Settings app on your device
  2. Scroll down and tap Safari
  3. Tap Camera and set it to Allow or Ask
  4. Return to Safari and refresh the page

Alternatively:

  1. Open Settings → Privacy & Security → Camera
  2. Ensure Safari is enabled in the list
Firefox (Desktop)
  1. Click the camera icon in the address bar (or the shield/lock icon)
  2. Select Clear this setting to be prompted again on the next page load
  3. Reload the page and allow camera access when prompted

Camera shows a black screen or stops unexpectedly​

iOS (all browsers): iOS may silently suspend the camera stream when the browser tab is backgrounded, the screen dims, or another app comes to the foreground. The application monitors for this and automatically restarts the camera when you return to the tab.

If the camera does not restart automatically:

  1. Lock and unlock your device
  2. Switch to another app and back
  3. Tap Start Camera manually

Android Chrome: If the camera shows a black screen immediately after starting, try:

  1. Stopping the camera and starting again
  2. Reloading the page to clear any stale stream state

Barcode is not scanning​

Work through these steps in order:

  1. Check lighting - ensure the badge barcode is well lit; tap the flashlight button (🔦) in low-light conditions
  2. Adjust distance - hold the camera 10–30 cm (4–12 inches) from the badge
  3. Tap to focus - tap the camera preview directly on the barcode to trigger a manual focus
  4. Reduce glare - tilt the badge slightly to avoid reflections from laminate or a plastic holder
  5. Clean the camera lens - smudges significantly reduce scan reliability
  6. Hold still - keep the camera steady for 1 second directly over the barcode
Android: Scanning is slow or the wrong camera is being used

Many Android phones have multiple rear cameras, and the ultra-wide lens (which often has fixed focus) may be selected by default. The application probes all available rear cameras on first use to find the main autofocus lens, but this detection can occasionally select the wrong camera.

To reset the camera selection:

  1. Open Chrome Settings > Site Settings > [this site] > Storage
  2. Clear the stored data
  3. Reload the page - the camera probe will run again
iOS Safari: Barcode scanning limitations

On iOS, all browsers use Apple's WebKit engine regardless of which browser you install. This means:

  • Flashlight control is not available through the browser on iOS - this is an Apple platform limitation
  • Tap-to-focus behaviour may differ from Android Chrome
  • Camera capabilities exposed to the browser are more limited than on Android

For the most reliable scanning on iOS, use Safari. If camera scanning is consistently unreliable on your iOS device, consider using a physical wedge scanner instead.

Flashlight button does not appear​

The flashlight button only appears after the camera confirms flashlight support through the browser API. This check runs automatically up to four times in the 2 seconds after the camera starts.

  • iOS: Flashlight control is not available via the browser API on any iOS device or browser. This is an Apple platform limitation and cannot be worked around in the web application.
  • Android Chrome: The flashlight button should appear within 2 seconds for most rear cameras. If it does not appear, your device or browser may not expose flashlight control through the browser API.

Front / rear camera switch fails​

If switching cameras fails, the application automatically attempts to recover by reverting to the previous camera. If the camera stops completely after a failed switch:

  1. Tap Start Camera to restart
  2. If it still fails, reload the page - this clears any stale stream locks

Scanner and Search Issues​

"Personnel Number not found"​

Possible causes:

  • The personnel number does not exist in the system
  • The employee falls outside your data access scope
  • The barcode was misread - a partial or garbled scan

Solutions:

  1. Try typing the personnel number manually to rule out a scan error
  2. Verify the personnel number with your system administrator
  3. Check whether your data scope covers this employee (see Scope below)

Duplicate scans / result appears twice​

The application ignores re-scans of the same personnel number within a 2-second window. If duplicates are still occurring:

  • Reduce the scan rate in the scanner's hardware settings
  • Ensure the scanner is configured to send only a single scan per trigger pull

Wedge scanner characters appear in the wrong field or on the wrong page​

Cause: The input focus shifted away from the Compliance Check page while scanning (for example, a browser notification or dialog received focus).

Solution:

  1. Click anywhere on the scan page to restore focus
  2. Scan the badge again

Nothing happens when scanning with a wedge scanner​

  1. Confirm you are on the Scanner Mode tab, not Camera mode
  2. Test the scanner in a plain text editor to confirm it is working and sending an Enter terminator
  3. Check that the scanner sends an Enter keystroke after each scan - most do by default, but some require configuration via a programming barcode in the scanner's manual
Advanced: Wedge scanner timing and Bluetooth delay issues

The application identifies wedge scanner input by detecting rapid successive keystrokes (under 60 ms between characters) or by an Enter key terminator. Some Bluetooth scanners introduce inter-character delays that exceed this threshold, causing the application to treat the input as manual typing instead of a scan - the lookup will not trigger automatically.

To fix this:

  • Check the scanner's Bluetooth HID configuration for a "fast transmit" or "low latency" mode
  • Use the scanner's programming barcodes to reduce or eliminate inter-character delay
  • As an alternative, ensure the scanner sends an Enter terminator - the Enter key will always trigger a lookup regardless of keystroke timing

Scope and Access Issues​

I cannot see some employees​

Your data scope controls which employees you are permitted to look up:

Your ScopeEmployees You Can Look Up
CompanyAll employees in the organization
GroupEmployees within your personnel group hierarchy
LocationEmployees within your location hierarchy
Direct ReportsYour direct reports and yourself
IndividualYourself only

Employees outside your scope appear as "not found." Contact your administrator if you believe your scope should be broader for your role.

"You don't have permission" or no access to the feature​

Cause: Your user account does not have the Can View Reports permission required to use Compliance Check.

Solution: Contact your system administrator to request the appropriate permission for your role.

Browser Compatibility Reference​

BrowserPlatformScanner ModeCamera ModeFlashlightNotes
ChromeAndroid✅✅✅Best overall experience on Android
ChromeDesktop✅✅✅
EdgeDesktop✅✅✅
SafariiOS / iPadOS✅✅❌No flashlight; camera API limited
ChromeiOS / iPadOS✅✅❌Uses WebKit - same limitations as Safari
FirefoxDesktop✅✅⚠️Flashlight support varies by OS
Samsung InternetAndroid✅✅⚠️Flashlight support varies
iOS Browser Note

On iOS, all browsers - including Chrome and Firefox - are required by Apple to use the WebKit rendering engine. Camera behaviour, permissions, and available APIs are therefore identical across all iOS browsers and subject to the same limitations as Safari.