Scanner Cannot Access the Camera

The Operator scanner requests the device’s rear camera. If the browser cannot start it, the page names the reason and offers Go to Manual Entry. Where a retry can help, it also offers Try again, which makes a new camera request without leaving the page.

The page shows	What it means	What to do
Camera permission is blocked	The browser or the device refused the camera	Allow the camera (below), then select Try again
The camera is busy	Another app or browser tab holds the camera	Close it, then select Try again
The camera picture did not start	The camera was allowed but its video did not start	Select Try again; if it repeats, reload the page
No camera found	The browser sees no camera on this device	Use manual entry
The scanner needs a secure address	The page was opened over http://	Open the company’s https:// address
This browser cannot use the camera	The browser has no camera support	Use a current Chrome, Safari or Edge, or manual entry
The camera could not start	Any other failure	Select Try again; if it repeats, use manual entry and report it

Continue with manual entry

Camera recovery is not required to serve the customer.

1. Select Go to Manual Entry. The Operator Dashboard opens.
2. Enter the customer’s program phone number in Add Visit, or enter the reward UUID in Redeem Reward.
3. Select the intended action and wait for its success or error result.

Manual entry follows the same visit and reward workflow as a successful scan. If you do not have the value, ask the customer to reopen the correct Frequenta customer or reward screen.

Allow the camera for the company site

1. Confirm that you opened the company’s HTTPS address ending in /operator/scanner.
2. Open the browser’s site permissions for that company domain.
3. Change Camera to Allow. If the browser is blocked at device level, also allow camera access for the browser in the device’s app or privacy settings.
4. Return to the scanner page and select Try again.
5. Accept the permission prompt if it appears, then wait for Scanning… and a live rear-camera view.

Camera permission is stored for a specific domain. Permission granted to another company domain, a preview address, or a different browser does not apply here.

The scanner is black or stays on Initializing

1. Return to the Dashboard with Back or the browser’s back action.
2. Close other browser tabs or apps that may be using the camera.
3. Confirm that the browser has both site-level and device-level camera permission.
4. Reopen Scan QR once.
5. If the live view still does not appear, use manual entry and report the device, browser, company domain, and visible scanner state to the administrator.

The scanner does not provide a camera selector. It requests the rear camera automatically.

The camera works but the QR is not detected

• Increase the brightness of the screen showing the QR code.
• Clean the operator device’s rear-camera lens and avoid glare.
• Hold the QR code steady inside the frame until the scanner changes to Processing….
• Confirm that the customer is showing the current Frequenta customer QR or reward QR.
• If Invalid QR code appears, wait for scanning to resume before trying the correct code.
• Use manual entry when a correct code still cannot be read.

Scanning only fills Phone Number or Reward ID after returning to the Dashboard. Review the value and select the intended action; the scan itself does not record a visit or redeem a reward.

If this is a kiosk device

The kiosk uses its front camera and has a different retry flow. Follow Troubleshoot a Kiosk instead of the Operator scanner steps above.

What to report

Send the administrator:

• the company domain and whether it uses HTTPS;
• the device and browser;
• whether Camera is allowed at both site and device level;
• the title the scanner shows, or whether it stays on Initializing… or shows a black live view;
• whether manual entry remains available.

Do not include customer phone numbers, reward identifiers, QR codes, passwords, or email codes in the report.