I can't scan the QR Code with my tablet

Created by Agathe Douce, Modified on Wed, 3 Jun at 9:00 AM by Agathe Douce

If you are experiencing difficulties scanning the QR Code received by email using your tablet, it may be due to an incorrect environment configuration within the application.

Please follow the verification steps below to resolve this issue.

Step 1: Check the environment color

Open the application on your tablet.
Tap the "?" icon located on the screen.
Observe the displayed color, which indicates your current environment:
- Yellow: If you are conducting an pulse oximetry test.
- Blue: If you are a research center, a physician, or a family using the product under prescription (Rx).

Step 2: Correct the environment if the color is incorrect

If the color displayed does not match your current situation, please apply the corresponding procedure:

A. The color should be BLUE, but it is not:

Go to the app settings.
Select "Troubleshooting".
Tap "Reset the app" to reset the application and try scanning again.

B. The color should be YELLOW, but it is not:

Please contact our technical support team immediately at: support@hinlab.com.

Step 3: What to do if the color is correct? (Research Centers)

If the color displayed is indeed Blue (Research Center environment) but the QR Code still fails to scan:

Please contact our support team directly. When reaching out, make sure to provide the Serial Number (S/N) of the sensors paired to your tablet so we can assist you effectively.

Step 4: "QR Code already used" Error Message

If you successfully scan the code but receive an error message stating that the QR Code has already been used:

Please contact the person responsible for creating the patient profile and ask them to generate a brand new QR Code specifically for this patient.