Jublia Scan Troubleshooting Guide

Here are some common issues faced while using the lead scanner in the event app to scan the QR codes on attendee badges as well as when exporting your scanned data. In this guide, we will walk you through some steps to troubleshoot scan issues and resolve them.

Mobile-Specific Causes

  • Your device is not running the minimum version required
  • Camera permissions are not enabled
  • Poor internet connection
  • Scanned QR code is from an unidentified source

Troubleshooting Solutions

1. Ensure your device meets the app's compatibility requirements

  • iOS: Verify that your iPhone is running version 14.3 or higher. If an update is needed, follow the official instructions here.

  • Android: Ensure your device is on version 7 or higher. If an update is required, follow the official instructions here.

    Minimum Android Specifications: Devices running below Android 7 won't be able to use the application.

  • Security Features: Our app includes a detector for jailbroken (iOS) and rooted (Android) devices to prevent such devices from accessing the app.

2. Grant Camera Access

You need to grant the app access to your phone’s camera. This permission is usually requested the first time you attempt to perform a scan or when you first open the app. To review and adjust camera permissions, refer to the official guides:

3. Scan Without Internet Connection

You can scan QR codes without an internet connection, and the results will be saved as unsynced data. When you have a stable internet connection, sync this data by clicking the ‘Sync’ button. Once the synchronization is complete, you will be able to view the profiles associated with your scans.

4. Exporting your scanned leads

Only the user who has been assigned the admin role can download the leads, which are set up based on your event registration and/or configured by the organizer. If you are the company admin, you should receive the company scans report as an Excel file to your registered email address. If you haven’t received it:

  • Check Spam/Junk Folders: Look in your spam, junk, and deleted items folders.
  • Verify with IT: Consult with your IT team to see if any emails were flagged by your company’s email policy.
  • Contact Support: Reach out to the event organizer or your platform concierge to request the report. Note that this process may take some time and may require role verification for privacy purposes.

Advanced Troubleshooting

  • Try clearing the app cache by following the official instructions for iOS or Android, or reinstall the app from the app store. Please note that clearing the cache or reinstalling the app will result in the loss of any unsynced scans.
  • As a last resort, you can install the app on another device and log in with your unique passcode.
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