Troubleshooting

Camera access

1. Use HTTPS for a remote site and allow camera permission for its exact origin.
2. Close applications that may be holding the camera.
3. Return to the foreground, stop the current capture and choose Start camera again.
4. If permission was denied, update browser site settings before retrying. Reloading alone may not reset a denied permission.

Reading and rescan

Keep the entire requested side in view with even light and minimal glare. Once reading starts, the captured image is being processed and the document can be lowered. Use Scan back only after the first side is read. Use the rescan action for incomplete results; a hard refresh is not required for a normal retry.

Slow first load

The first session downloads and initializes runtime and OCR models. Prepare assets when the page loads, retain versioned browser caching and avoid duplicate reader instances. Multi-threading depends on browser support and correct isolation headers. Do not promise a fixed performance improvement without measurements on the target device.

Account recovery

Use Forgot password for an expiring reset link. Check junk mail and sign in to the matching account before confirming an email address. Saved recovery codes are single use. If mail delivery is unavailable, a saved recovery code can restore access. Never send a password or recovery code to Support.

Unavailable authenticity result

A successful OCR scan does not establish physical originality. Unqualified models, missing trusted evidence or unsupported configurations must retain an unavailable or inconclusive result. Repeated rescans cannot enable an unavailable verifier.

Request help

Include the SDK version, edition, browser and device model, the safe diagnostic code and a description of the steps. Exclude document information and credentials. Support requests are stored in the authenticated workspace and can be reopened there to view their recorded status.