Kiosk Not Scanning QR Codes
Overview
If your KyberAccess kiosk is not scanning QR codes properly, visitors cannot complete self-service check-in, which leads
to longer wait times and a frustrating lobby experience. The good news is that QR scanning issues are almost always
caused by camera settings, lighting conditions, or QR code quality rather than software bugs, and they are
straightforward to resolve.
This guide walks through systematic troubleshooting for QR code scanning problems on both the iPad Kiosk app and the
web-based kiosk, starting with the most common fixes and progressing to advanced diagnostics.
Quick Fixes (Try These First)
Before diving into detailed troubleshooting, try these five quick fixes that resolve the majority of QR scanning issues:
1. Clean the camera lens. Wipe the iPad or device camera with a soft, lint-free cloth. Fingerprints, dust, and smudges
are the single most common cause of scanning failures.
2. Check the lighting. The area around the kiosk needs adequate, even lighting. QR codes cannot be read in very dim
environments or when bright light creates glare.
3. Hold the QR code steady. The visitor should hold their QR code still, approximately 6 to 8 inches from the camera,
for 2 to 3 seconds.
4. Check the QR code quality. If printed on paper, the code should not be wrinkled, folded, or faded. If displayed on a
phone screen, the screen brightness should be at maximum.
5. Restart the kiosk app. Force-close the KyberAccess Kiosk app and reopen it to clear any temporary camera issues.
If these do not resolve the problem, continue with the sections below.
Camera Permission Issues
The most common technical cause of scanning failure is that the app does not have permission to use the camera.
iPad Kiosk App
1. Open the iPad's Settings app
2. Scroll down and tap KyberAccess Kiosk in the app list
3. Check that Camera is toggled ON (green)
4. If it was turned off, toggle it on, then return to the KyberAccess app
5. The QR scanner camera should now activate when you begin a check-in
Web-Based Kiosk (Browser)
If you are using app.kyberaccess.com in kiosk mode through a web browser:
1. Open the browser you are using (Chrome, Safari, or Edge)
2. Navigate to app.kyberaccess.com
3. If a camera permission prompt appears, click Allow
4. If the prompt does not appear because it was previously denied:
- Chrome: Click the lock or info icon in the address bar, then Site Settings, then set Camera to Allow
- Safari: Open Safari Preferences, go to Websites, then Camera, and set app.kyberaccess.com to Allow
- Edge: Click the lock icon in the address bar, then Permissions, then set Camera to Allow
5. Refresh the page after changing permissions
Tip: If camera permissions were denied and cannot be changed through the browser interface, clear the browser's site
data for app.kyberaccess.com, then reload the page. This triggers a fresh permission prompt.
Camera Selection Issues
Devices with multiple cameras (front and rear) may have the wrong camera active for QR scanning.
iPad Kiosk App
The KyberAccess Kiosk app defaults to the rear camera for QR code scanning. If the front-facing camera is active
instead:
1. In the KyberAccess web dashboard, go to Settings > Devices
2. Select the kiosk device having the issue
3. Under Camera Settings, set QR Scanner Camera to Rear
4. Save the settings — the configuration pushes to the kiosk automatically
Web Kiosk
When the QR scanner is active on a web kiosk, look for a camera switch icon (rotating camera) on the scanner screen. Tap
it to cycle between available cameras and select the one that faces toward the visitor.
QR Code Quality Problems
Even when the scanner is working perfectly, poor QR code quality prevents successful reads.
Printed QR Codes
Common issues with printed QR codes and how to fix them:
- Low print quality: Reprint at 300 DPI or higher. Inkjet printers running low on ink produce faded codes that
scanners struggle to read. Laser printing is preferred for consistent quality.
- Code is too small: QR codes should be at least 1 inch by 1 inch (2.5 cm by 2.5 cm) minimum. Codes printed on small
badges or business cards may be below this threshold.
- Physical damage: Wrinkled, folded, or water-damaged codes may be unreadable. Print a fresh copy.
- Poor contrast: QR codes need strong contrast to scan reliably. Black on white is ideal. Colored codes on colored
backgrounds, or codes printed on dark paper, often fail. Check your badge template or invitation email design.
QR Codes Displayed on Phone Screens
When visitors show a QR code on their smartphone:
- Screen brightness too low: Ask the visitor to increase their phone brightness to maximum before scanning.
- Screen glare: Adjust the angle between the phone and the kiosk camera to eliminate reflections from overhead lights.
- Screen protector interference: Heavily scratched or matte screen protectors can distort the QR code pattern. The
visitor may need to adjust the viewing angle.
- Screen auto-dimming: The phone screen may time out and dim during scanning. Ask the visitor to tap the screen to
keep it awake.
Expired or Invalid QR Codes
QR codes have a validity window based on your pre-registration settings:
1. Check whether the QR code has expired. Pre-registration QR codes are typically valid only for the day of the
scheduled visit.
2. In the KyberAccess dashboard, verify the pre-registration is still active: go to Visitors > Pre-Registrations and
search for the visitor.
3. If the code is expired, front desk staff can either extend the pre-registration or check the visitor in manually.
To adjust the QR code validity window:
1. Go to Settings > Pre-Registration > QR Code Settings
2. Set the QR Code Validity Period — for example, valid from 24 hours before the visit until end of the visit day
3. Save the setting
Lighting Problems
Camera-based scanning is highly sensitive to lighting. Both too little and too much light can cause failures.
Insufficient Lighting
If the kiosk is in a dim area such as a dark hallway or corner:
- Add supplemental lighting near the kiosk. A desk lamp or LED strip aimed at the scanning area is effective.
- Consider relocating the kiosk to a well-lit lobby area.
- Most iPad models do not have a camera flash available during QR scanning, so ambient light is essential.
Excessive Glare
If the kiosk is near windows or directly under bright overhead lights:
- Reposition the kiosk away from direct sunlight.
- Apply an anti-glare screen protector to the iPad.
- Angle the kiosk slightly to prevent light reflections on the camera lens.
- Close blinds or curtains near the kiosk during peak sunlight hours.
Uneven Lighting
Mixed lighting (bright on one side, shadowed on the other) can make parts of the QR code unreadable. Ensure even,
diffuse lighting across the entire scanning area. Avoid placing the kiosk directly under a single spotlight.
Network and Software Issues
Scanner Activates but Never Processes
If the camera turns on and appears to scan but the app never completes the check-in:
1. Check the internet connection. The kiosk requires a network connection to validate QR codes against the server. Open
Safari on the iPad and try loading any website.
2. If offline, reconnect to Wi-Fi in iPad Settings.
3. If connected but experiencing slow speeds, restart your Wi-Fi router.
Outdated App Version
Older versions of the KyberAccess Kiosk app may contain scanning bugs that have been fixed in newer releases:
1. Open the App Store on the iPad
2. Search for KyberAccess Kiosk
3. If an Update button is available, tap it
4. After updating, relaunch the app and test QR scanning
Clearing the App Cache
If the app behaves erratically or the scanner is sluggish:
1. Delete the app: long-press the icon, tap Delete App, and confirm
2. Reinstall from the App Store
3. Re-pair the device with your KyberAccess account using the new pairing code
4. Test QR scanning with a known-good QR code
Hardware Issues
Camera Hardware Failure
If no software fix resolves the issue, the camera itself may have a problem:
1. Open the iPad's built-in Camera app
2. Try to take a photo or video with the rear camera
3. If the native Camera app also fails (black screen, frozen image), the issue is with the iPad hardware, not
KyberAccess
4. Try restarting the iPad: hold Power and Volume Up, slide to power off, then turn back on
5. If the camera still does not work in the native Camera app, contact Apple Support for hardware service
iPad Overheating
iPads running continuously in kiosk mode can overheat, especially in warm environments or direct sunlight:
- Overheating may cause the camera to malfunction or the app to become sluggish
- Ensure adequate ventilation around the iPad, especially if it is in an enclosed kiosk stand
- Avoid placing the kiosk in direct sunlight or near heat sources like radiators
- If the iPad displays a temperature warning, let it cool down in a shaded area before resuming use
Verifying the Fix
After troubleshooting, confirm that scanning works end-to-end:
1. Create a test pre-registration in your dashboard: go to Visitors > Pre-Registrations > Add Pre-Registration
2. Enter your own email to receive the QR code
3. Open the QR code email on your phone
4. Approach the kiosk and scan the code
5. Verify the check-in completes successfully and appears in your Visitors log
6. Delete the test pre-registration when done
When to Contact Support
Reach out to KyberAccess support if you have tried all the steps above and scanning still fails, if the issue began
immediately after an app update or iOS update, if multiple kiosks at the same location are experiencing the same problem
simultaneously, or if you see error messages on screen during scanning.
When contacting support, include your iPad model and iPadOS version, the KyberAccess Kiosk app version (found in the
app's Settings screen), a description of the issue and when it started, photos of the kiosk setup and lighting
conditions, and screenshots of any error messages.