> ## Documentation Index
> Fetch the complete documentation index at: https://docs.oncanary.com/llms.txt
> Use this file to discover all available pages before exploring further.

# QR and barcode scan issues

> Fix camera, label, identifier assignment, and record-resolution problems.

Use this guide when the mobile scanner fails to read a code or opens an unexpected asset, location, or part.

## 1. Confirm camera access

1. Open the device settings.
2. Find Canary.
3. Allow camera access.
4. Return to Canary and reopen the scanner.

## 2. Improve the scan

* Clean the camera lens and label.
* Use even lighting and avoid glare.
* Hold the device steady and keep the whole code in frame.
* Move closer or farther until the code is sharp.
* Flatten or replace a damaged label.

## 3. Verify the decoded value

Canary matches the decoded text exactly. Use a trusted scanner to read the value, then compare every letter, number, space, and symbol with the active identifier in Canary.

The active value must belong to one asset, location, or part in the organization currently open on the device.

## 4. Resolve an unassigned code

1. Open the asset, location, or part that should own the code.
2. Open **Identifiers**.
3. Choose the attach or scan action.
4. Scan the physical code or enter its exact value.
5. Save and test the general scanner again.

Starting from the target record makes the intended owner explicit. The general scanner only reports an unassigned code.

## 5. Resolve the wrong record

1. Open the record that currently owns the identifier.
2. Retire the identifier.
3. Open the intended record.
4. Attach the same decoded value.
5. Scan again and verify the record name before taking an action.

Retirement stops future resolution and frees the value for reuse. Only active records with active identifier assignments resolve as scan targets.

## Label safety

Place replacement labels away from heat, abrasion, moving components, and safety markings. Use the equipment's approved safe-access state before approaching a scan point.

## Related pages

* [QR codes and barcodes](/help/assets/qr-codes)
* [Mobile app](/help/mobile/overview)
* [Troubleshooting](/help/troubleshooting/overview)