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[BOT-06] Installation Issues - QR code

Cinthya Pile
Updated

During the application installation process, clerks may encounter issues when attempting to scan the QR code. This can be caused by device configuration problems, camera-related issues, or incorrect installation steps. Proper setup is essential to ensure successful registration and access to the platform. This article outlines how to identify and resolve QR code scanning issues effectively.

Understanding QR Code Installation Issues

Definition of the Issue

QR code-related installation issues typically occur when the device cannot read the code correctly, leading to a failed installation process. Common causes include an incorrectly inserted SIM card, camera problems, or restarting the device too early during the setup process. (Confirm with the clerk what type of QR they’re using)

Steps to Resolve QR Code Scanning Issues

1. Verify SIM Card Placement

Proper SIM card placement is essential for successful installation.

  • Ensure the SIM card is inserted into slot 1 of the device.
  • Confirm the SIM card is active and has available balance (if applicable).

Note: If the SIM is placed in the wrong slot, the installation process may fail.

 

2. Avoid Premature Restarts

Do not restart the device unless prompted by the sales console.

  • Restarting the device too early disrupts the IMEI registration process.
  • If this occurs, the installation must be restarted from the beginning.
     

3. Troubleshoot QR Code Scanning Issues

If the QR code is not being recognized:

  • Make sure the device is up to date with all system updates installed.
  • Clean the camera lens and ensure it’s properly focused on the QR code.
  • Check that the screen displaying the QR code is free from glare, dirt, or cracks.
  • Try again, making sure the camera aligns properly with the code.

If the issue continues:

  • Confirm the SIM card is still in slot 1.
  • Ensure the device was not restarted prematurely.
  • Repeat the process from the beginning, following all installation prompts carefully.
     

Common Errors and How to Fix Them

Error: QR Code Does Not Scan

Solution:

  • Clean the camera lens.
  • Ensure the camera is focused and stable.
  • Confirm that all device updates are installed.
  • Retry scanning the code.
     

Error: Device Restarted Before Prompt

Solution:

  • Restart the installation process from scratch.
  • Ensure no restarts occur until the console explicitly requests it.
  • Return to step 2 and follow all prompts carefully.
     

Error: SIM Card Not Detected

Solution:

  • Insert the SIM into slot 1.
  • Ensure it is active and has balance.
  • Go back one step and begin the installation again.
     

Suggested Response 

Response for QR Code Scanning Issues:

"Please ensure that the device’s camera is properly focused on the QR code and that the screen is clean. Try again, and if the issue persists, check that the SIM is inserted into slot 1."


"Please ensure that the device is fully updated on the Androidandroid OS, and verify that the camera is clean and correctly focuses on the QR code. Once done, go back one step and try again."

 

Response for Premature Restart Issues:

"To resolve this issue, please go back to step 2 and repeat the installation process. Ensure that the device has all required updates and downloads installed before proceeding."

 

Response for SIM Card Issues:

"Please check that the SIM card is properly inserted into slot 1. If it is not in the correct slot, the installation cannot be completed. Once inserted, try again."

 

Response for Escalation to Support:

"If you have already verified the SIM, the QR code, and followed all the correct steps without success, please provide details of the issue and any available evidence. We will escalate the case to the support team for further review."

 

To ensure a smooth installation process, clerks should carefully verify SIM placement, avoid premature restarts, and confirm that the device camera and system are ready for QR code scanning. If issues persist despite following all steps, gather detailed information—including screenshots if possible—and escalate to the support team for further assistance.

By following these best practices, most QR code scanning errors can be resolved efficiently, reducing delays in setting up the application.

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