This page lists the most common reasons why a QR tag may not scan correctly and outlines how technicians or property managers can resolve the issue.
Scan problems generally fall into one of three categories: device limitations, environmental conditions, or tag-related issues.
1. Device or Browser Limitations
Device does not support native QR scanning
Some older smartphone models do not include built-in QR scanning via the camera app.
Resolution:
- Use the built-in ASL QR scanner available in the platform.
- Alternatively, install any reliable QR scanning app.
Browser not supported or outdated
An outdated browser may fail to open the scanning page or handle camera permissions.
Resolution:
- Update the browser to the latest version.
- Use a modern browser such as Chrome, Safari, Edge or Firefox.
Camera permissions not granted
The browser or device may block access to the camera, preventing scanning entirely.
Resolution:
- Allow camera access when prompted.
- If previously denied, enable it through device settings:
Settings → Privacy → Camera → Browser/App → Allow.
Low camera resolution or damaged lens
Cracked lenses, fogged glass or poor camera sensors may struggle to read the QR code.
Resolution:
- Clean the camera lens.
- Switch to a different device if available.
2. Environmental Conditions
Poor lighting
Insufficient light, strong shadows or extreme glare may prevent the device from reading the code.
Resolution:
- Increase ambient light.
- Use the device flashlight if available.
- Adjust the angle to reduce reflections.
Excessive distance or incorrect angle
QR codes require the right distance and angle for reliable detection.
Resolution:
- Hold the device 10–25 cm from the tag.
- Point the camera directly at the QR code, avoiding steep angles.
Vibrations or moving equipment
Equipment HVAC units, pumps or other installations may vibrate during operation.
Resolution:
- Stabilise your hand.
- Wait for the unit to stop vibrating if possible.
3. Tag Condition or Mounting Issues
Tag is dirty, scratched or worn
A damaged or contaminated surface can disrupt QR readability.
Resolution:
- Clean the tag carefully using a soft cloth.
- If unreadable, it must be replaced. See Replacing Tags.
Tag placed on a curved or uneven surface
Severe curvature or texture may distort the printed pattern.
Resolution:
- Re-mount the tag on a flat, stable surface following the mounting guidelines.
Tag obstructed by insulation, covers or equipment
If the tag becomes partially hidden, scanning may fail.
Resolution:
- Remove obstructions if safe and permitted.
- Reposition the tag only when authorised.
Tag exposed to extreme heat or chemicals
Long-term exposure may cause fading or material degradation.
Resolution:
- Replace the tag if the code is visually damaged.
- Ensure the new tag is mounted away from harmful exposure.
4. Connectivity or Access Issues
Internet connection unavailable
Scanning requires internet access to load the asset page.
Resolution:
- Ensure the device has mobile data or Wi-Fi coverage.
Access restricted due to permissions
If the user does not have the correct service provider role or trade authorisation, access to technical views may be restricted.
Resolution:
- Contact the company administrator.
- Verify that the user belongs to a verified organisation with the correct trade categories.
Tag not yet activated
A newly attached tag will not resolve to an asset until activation is completed.
Resolution:
- Activate the tag via the ASL platform.
- Confirm correct trade category and asset reference.
5. Misaligned or Incorrect Tag Printing (rare)
Code misprint or production error
Although uncommon, manufacturing defects can occur.
Resolution:
- Order a Replacement Tag.
- Report the issue to ASL Support for quality tracking.