This article helps you troubleshoot issues where the image preview does not display when using SmartScan on your devices. The issue is most commonly related to camera permissions, browser settings, or device management policies (such as SOTI Surf) that block camera access.

These are general-purpose steps and troubleshooting practices for a range of devices. It’s possible that the specific settings and menus are different depending on which device and operating system version you’re using. Consider these best practice settings to find on your device. 

If you continue to have issues getting images to preview on your device, reach out to your hardware provider to make sure your device is working correctly. Extensiv Support provides support for the SmartScan software, not the range of hardware you may be running it on. 

Mobile device settings

Android camera permissions

1. Open Settings on the device.
2. Navigate to Privacy > Permission manager > Camera.
3. Locate the browser or SmartScan-related app.
4. Confirm the app is set to Allow. “Allow only while using the app” can block background access. 

iOS and Safari camera permissions

1. Open Settings on the device. 
2. Navigate to Privacy & Security > Camera.
3. Check that the camera toggle is set to On.

Browser settings

Check browser site permissions for Chrome or Edge

1. Open SmartScan in the browser.
2. Tap the address bar.
3. Tap the camera icon. 
4. Confirm Camera is set to Allow.
5.  

Check browser site permissions for Safari (macOS and iOS)

1. Open SmartScan in the browser.
2. Navigate to Settings > Websites > Camera. 
3. Confirm the Camera setting is set to Allow.

Review WebRTC and privacy restrictions

Some browsers allow camera access but restrict WebRTC stream negotiation. These settings typically do not block the camera outright but can interfere with the preview stream. 

Safari

1. Safari > Settings > Advance 
2. Check the developer menu bar
3. Safari > Settings > Advance > Experimental Features
4. Turning off WebRTC and WebRTC sockets proxy may resolve the issue
5. Note that Safari does not allow you to fully disable WebRTC

Chrome

1. Type “chrome://flags” into the Chrome search bar
2. Search for “WebRTC” in the Experiments page
3. Disable WebRTC PQC for DTLS using the drop-down menu. 

Check SOTI Surf or kiosk mode settings

If the device is managed using SOTI Surf:

1. Review kiosk or lockdown settings.
2. Confirm media stream access is allowed.
3. Verify camera access is not restricted at the policy level.
4. In some configurations, kiosk mode prevents browser-based camera streams even when permissions appear enabled.

Confirm no other apps are using the camera

If another app is actively using the camera, SmartScan may not be able to access it.

1. Close any other camera-enabled apps.
2. Restart the device if necessary.