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The QR code or the address is not accepted

The app refuses the QR code or the organisation address, or the camera does not start. The messages and what to do.

Applies to
iOS, Android
Version
Scribe 1.3

Message on screen

Not a valid MediSync organization address. It must end in .medisync.me.

The app connects only to addresses that end in .medisync.me. The message appears when the address you entered does not. It also appears when you scan the QR code of another website.

Enter the address correctly

  • Enter the address where you open the Dashboard in the browser, for example app.medisync.me. A full address from the browser with https:// works too.
  • Do not start with http://. The app adds https:// itself.
  • The Dashboard shows the address under Settings›MediSync Connect, right next to the QR code.
The right QR code and the address, here app.medisync.me.

Other messages

MessageCauseWhat you do
QR code not recognized. Please try again.The scanned code contains no address.Scan the code under Settings›MediSync Connect
Camera access is required to scan the QR code.The app may not use the camera.Tap Allow camera. If nothing happens, see below.
QR scanning isn't available in this build. Please enter the address below.This app version cannot scan.Enter the address or update the app
Connection failed. Please try again.The app could not save the connection.Try again, otherwise restart the app

Allow the camera in the settings

If you declined camera access once, the phone does not ask again. Allow it in the phone's settings instead:

Open Settings, tap MediSync (on newer iOS versions under Apps) and turn on Camera.

Or tap Enter address manually. The app needs no camera for that.

The scanner does not react

  • Scan the code in the MediSync Scribe app, not with the phone's camera app.
  • Hold the phone so that the whole QR code sits inside the frame.
  • If the screen reflects, raise the brightness or zoom in on the page in the browser.

The address is accepted but sign-in fails

When connecting, the app does not check that your Dashboard runs at the address. If sign-in fails afterwards, see Sign-in in the app fails.

If none of this helps, contact support. Include the address you entered and the exact message.

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