# Our scanner has stopped working

Fall back to the customer's six-character code or a manual search, which need no camera at all. Then check the obvious causes: camera permission, a locked customer screen, or a lost connection. Do not tell a customer a scan worked when it did not.

Source: https://fidella.app/help/business/the-scanner-is-not-working
Last reviewed: 2026-08-30

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The fallbacks exist so a broken camera never stops the queue.

## Keep serving

Six-character code, or search by member ID or name with an explicit
confirmation. Neither needs the camera.

## Then diagnose

Camera permission for the browser, the customer's screen brightness and lock
state, and your own connection.

## Report it with detail

Which device, which browser, what the screen said, and roughly when. A report
that can be reproduced gets fixed.