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      InnoApp: Troubleshooting your scanner

      This is never a good look!

      Here are some tips for troubleshooting the InnoApp scanner.

      Check your permissions

      iPhone

      1. Ensure your browser application permissions are updated.
        • You need to allow Safari (the recommended browser for installing InnoApp to your homescreen) access to your camera:
          • Open the Settings app.  Tap on Safari > Camera
          • Confirm that "Ask" or "Allow" is checked

      Android

      1. Ensure your browser application permissions are updated.
      • You need to allow Google Chrome (the recommended browser for installing InnoApp to your homescreen) access to your camera:
        • Open Settings. Tap on Apps
        • Select Chrome > Permissions > Camera
          • choose "Allow" or "Allow only only while using the app":  or

      2.  Check that your Camera settings allow QR code scanning:

      • On Pixel phones - if the Pixel Camera app is unable to scan the QR code, it could be because the Google Lens suggestions feature is disabled. To enable it, launch Camera, tap on the settings icon in the top-left corner, and select More settings. Under General, toggle on the button for Google Lens suggestions.
      • On Galaxy phones - check the Camera settings to ensure the camera is set to scan QR codes. To check, launch Camera, tap on the settings icon in the top-left corner, and ensure Scan QR codes is turned on. 
           

      3. Occasionally, users accidentally block the camera from the mobile.innovint.us when using the app.  If you are still getting a black screen, check Chrome's allowed website settings:

      • Open Chrome, and at the upper righthand side, tap on the three dot menu
      • Select Settings, then Site Settings (under the Advanced sub-header), then Camera
      • Check that mobile.innovint.us is on the Allowed list:
           

      Check your operating system specifications

      iPhone

      Recommended specs:  for best performance we now recommend iOS17, with a minimum iOS16, working with the Safari browser.

      This means that the last six years of Apple devices will run InnoApp without an issue (iPhone 8, iPad 5 and newer). You may still try to run InnoApp on older devices but we don't officially support them, or fix any issues specific to an older operating system. 

      Android

      Recommended specs: operating system of Android 7.0 or higher with the latest version of Google Chrome (the recommended browser app to access InnoApp). 

      Reset and refresh

      If you are having trouble, it's always a good idea to try these steps on all devices and systems:

      1. Log out and log back in using the Log out button at the bottom of the homescreen

      You cannot change or reset a forgotten password on InnoApp. Please use the desktop app to reset your password if required. 

       

      2. Uninstall and reinstall the app. Uninstall the app as you would any app - normally tapping and holding the app icon will bring up the uninstall option. Follow the steps here to reinstall InnoApp to your homescreen.