Troubleshooting

Common issues and solutions

NFC Related Issues

NFC Not Available

Symptoms: "NFC not available on this device" message

Solutions:

  1. Check if your device has NFC (usually in Settings → Connections)
  2. Enable NFC in device settings
  3. Restart the DocuGuest app
  4. Restart your phone
  5. Remove thick or metallic phone cases

Document Not Detected

Symptoms: "Unable to detect the document" or timeout errors

Solutions:

  1. Try different positions on the phone's back
  2. NFC antenna location varies by device model
  3. Remove phone cases, especially thick ones
  4. Clean both phone and document
  5. Hold document completely flat against phone
  6. Try near the camera area or phone center

Camera & Scanning Issues

Camera Permission Denied

Symptoms: "Camera Permission Required" message

Solutions:

  1. Go to Android Settings → Apps → DocuGuest → Permissions
  2. Enable Camera permission
  3. Restart DocuGuest
  4. If still failing, restart your device

QR/MRZ Not Scanning

Symptoms: Camera shows but doesn't detect codes/text

Solutions:

  1. Ensure good lighting (avoid shadows)
  2. Clean camera lens
  3. Hold document flat and steady
  4. Keep entire QR/MRZ in frame
  5. Try different distances from document

Authentication & Access Issues

DNIe Authentication Failed

Symptoms: "Authentication failed" when reading DNIe

Solutions:

  1. Verify CAN number is exactly 6 digits
  2. Ensure you're using CAN, not DNI number
  3. Check DNIe is not expired
  4. Try manual CAN entry instead of camera scan
  5. Clean DNIe chip with soft cloth

Google Sign-In Issues

Symptoms: Can't sign in with Google account

Solutions:

  1. Check internet connection
  2. Update Google Play Services
  3. Clear DocuGuest app cache
  4. Try a different Google account
  5. Restart device and try again

Integration Issues

Connection Test Failed

Symptoms: Integration test fails with error messages

Solutions:

  1. Verify all credentials are correct
  2. Check internet connection
  3. Ensure URL format is correct (include https://)
  4. Contact your system administrator
  5. Try again after a few minutes

Can't Send Data

Symptoms: "Send" button disabled or errors when sending

Solutions:

  1. Sign in with Google (required for production)
  2. Configure integration in Settings first
  3. Test connection before sending data
  4. Check if document data is complete

App Performance Issues

General Performance Tips

If DocuGuest is running slowly or having issues:

  1. Clear App Cache: Android Settings → Apps → DocuGuest → Storage → Clear Cache
  2. Update App: Check Google Play Store for updates
  3. Restart Device: Sometimes fixes temporary issues
  4. Free Storage: Ensure device has adequate free space
  5. Close Other Apps: Free up RAM by closing unused applications

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