If you encounter any problems when testing or using our SDK for the Web, please try to check the following points and share all the information via a support request in case further assistance is required:
1. What is the actual behaviour?
Does your issue happen when building the app or in runtime? Can you see the camera preview but you can't scan any codes? Is the didScan (or corresponding) callback triggered (https://docs.scandit.com/data-capture-sdk/web/barcode-capture/api/barcode-capture-listener.html), indicating that library was initiated and started properly?
When reaching out to us directly, please share a short video showing the issue as well as your scanning conditions. This helps us to better understand it.
2. Are there any errors or warnings printed in the console?
If the issue happens on a mobile devices, you can get the logs as explained here: https://support.scandit.com/hc/en-us/articles/4415926386066-How-to-get-logs-from-mobile-Android-iOS-devices-.
The errors and warnings that are thrown by our library or a browser usually help to narrow down the possible root cause of the issue. When reaching out to us, please also provide the version of the WebSDK used (it is logged into the console).
3. Is the issue device-specific?
Is it only happening on a single device or specific OS? Does the same issue happens when using newer/older OS version than the affected one?
When reaching out to us directly, please provide device details like: model, OS version, browser (and its version) used. With that information, we can test it with the same setup on our end to see if your issue is related to specific device or OS/browser version.
4. Is your issue happening with one of our samples or your own implementation?
If the latter is the case, please share your scanning component or at least the part of your code related to our API. Please also let us know what is the exact tech stack you are using and provide a tree structure of your project for a better understanding.
5. Is our live demo working as expected on the same devices?
If not, please check if WebRTC demo works properly in your solution by running one of the following demo pages:
- https://webrtc.github.io/samples/src/content/getusermedia/gum/
- https://webrtc.github.io/samples/src/content/devices/input-output/
If it does not work properly, it means WebRTC is not supported by the technology you use by required by our library to work.
Additionally, you can check the missing features with the following code snippet:
var browserCompatibility = SDCCore.BrowserHelper.checkBrowserCompatibility();
var isCurrentBrowserSupported = browserCompatibility.fullSupport;
if (!isCurrentBrowserSupported) {
var missingFeatures = browserCompatibility.missingFeatures;
}
You can find more details on the required technologies here: https://support.scandit.com/hc/en-us/articles/115002669472-Which-browsers-versions-are-required-for-the-Web-SDK-.
6. Are you serving your implementation from a secure origin (HTTPS or local IP)? Please note that it is required in order to access video camera video streaming due to browser restrictions. You can find more details here: https://support.scandit.com/hc/en-us/articles/360002743551-Do-I-really-need-to-serve-my-site-with-https-.
7. In case you are getting a license-related error, please check the error message as it should indicate the exact reason. Please also make sure you are using a correct license key in your implementation.
For more suggestions, you can check other articles in the Troubleshooting section: https://support.scandit.com/hc/en-us/sections/360000618332-TROUBLESHOOTING.
In case your issue persists, please contact us directly by submitting a support request:
https://support.scandit.com/hc/en-us/requests/new
WebSDK 5.x (legacy)
If you encounter any problems when testing or using our SDK for the Web, please try to check the following points and share all the information via a support request in case further assistance is required:
1. What is the actual behaviour?
Does your issue happen when building the app or in runtime? Can you see the camera preview but you can't scan any codes? Is the on("ready") event triggered (https://docs.scandit.com/stable/web/classes/BarcodePicker.html#on), indicating that library was initiated and started properly?
When reaching out to us directly, please share a short video showing the issue as well as your scanning conditions. This helps us to better understand it.
2. Are there any errors or warnings printed in the console?
If the issue happens on a mobile devices, you can get the logs as explained here: https://support.scandit.com/hc/en-us/articles/4415926386066-How-to-get-logs-from-mobile-Android-iOS-devices-.
The errors and warnings that are thrown by our library or a browser usually help to narrow down the possible root cause of the issue. When reaching out to us, please also provide the version of the WebSDK used (it is logged into the console).
3. Is the issue device-specific?
Is it only happening on a single device or specific OS? Does the same issue happens when using newer/older OS version than the affected one?
When reaching out to us directly, please provide device details like: model, OS version, browser (and its version) used. With that information, we can test it with the same setup on our end to see if your issue is related to specific device or OS/browser version.
4. Is your issue happening with one of our samples or your own implementation?
If the latter is the case, please share your scanning component or at least the part of your code related to our API. Please also let us know what is the exact tech stack you are using and provide a tree structure of your project for a better understanding.
5. Is our live demo working as expected on the same devices?
If not, please check if WebRTC demo works properly in your solution by running one of the following demo pages:
- https://webrtc.github.io/samples/src/content/getusermedia/gum/
- https://webrtc.github.io/samples/src/content/devices/input-output/
If it does not work properly, it means WebRTC is not supported by the technology you use by required by our library to work.
Additionally, you can check the missing features with the following code snippet:
var browserCompatibility = ScanditSDK.BrowserHelper.checkBrowserCompatibility();
var isCurrentBrowserSupported = browserCompatibility.fullSupport;
if (!isCurrentBrowserSupported) {
var missingFeatures = browserCompatibility.missingFeatures;
}
You can find more details on the required technologies here: https://support.scandit.com/hc/en-us/articles/115002669472-Which-browsers-versions-are-required-for-the-Web-SDK-.
6. Are you serving your implementation from a secure origin (HTTPS or local IP)? Please note that it is required in order to access video camera video streaming due to browser restrictions. You can find more details here: https://support.scandit.com/hc/en-us/articles/360002743551-Do-I-really-need-to-serve-my-site-with-https-.
7. In case you are getting a license-related error, please check the error message as it should indicate the exact reason. Please also make sure you are using a correct license key in your implementation.
For more suggestions, you can check other articles in the Troubleshooting section: https://support.scandit.com/hc/en-us/sections/360000618332-TROUBLESHOOTING.
In case your issue persists, please contact us directly by submitting a support request:
https://support.scandit.com/hc/en-us/requests/new