The phone needs to be held 6 to 12 inches from the camera. Make sure that you can see the QR code on the TV, and that it looks like it's in focus. Slowly move the phone closer and away from the camera to help the camera focus on the QR code.
Everyone’s room is a little different and there may be some instances where lighting could cause the QR code not to scan.
To solve this, please try lowering the brightness on your phone. Start as low as possible and work your way up from there.
If that does not work, try to adjust your room lighting to a different setting and repeat the steps above.
On rare occasions, the glare and lighting forces us for some drastic measures!
Instead of holding your phone up to the camera and moving it slowly back and forth, try putting it down on a flat surface such as the dresser. Face the phone up and hold the camera in your hand and slowly move it back and forth from the phone.
Some phones that have edge to edge viewing screens and this may distort the QR code. If you notice the QR code being slightly bent, please try the setup process with another device as the camera will not read an incomplete QR code.
As a last resort, if it's still not scanning, please try unplugging and plugging the ONSCREEN device back in, to reset it.
Still having problems? Reach out to us, we are here to help.