I am unable to scan the QR Code for my Jotform App on my iPhone

  • Profile Image
    mcsholder
    Asked on January 07, 2022 at 10:20 PM

    I created an App and when I scan the QR Code on my iphone using the safari browser is does not open. The link will go to jotform.com, I briefly notice the jotform logo, but goes away and all I have is a white screen.

    My iphone is:

    a iphone 12 pro

    software version 15.2

    block pop-ups is turned off

    block all cookies is turned off.

    I right clicked my mouse and went to inspect and pressed the gear icon to settings, then devices and iphone 12 pro is checked.

    I can use my iphone and scan the same QR code for the app using the chrome browser and the app opens correctly.

    I had another person with an iphone 10 and iphone 13 pro scan the QR code and the app opens correct using their safari browser.

    I have no issues scanning and using the individual QR codes to each form.



  • Profile Image
    Carrissa_M
    Answered on January 08, 2022 at 12:27 AM

    Hello mcsholder,

    Thank you for reaching us.

    Please generate the new QR code by using the Jotform feature to create QR Codes for any Form. Please refer to the guide below:

    COMPLETE GUIDE: https://www.jotform.com/blog/qr-code-reader-widget/

    You can also visit this website: http://www.qr-code-generator.com/ and input the URL to generate your own QR code for your form.

    If the issue still persist, please do let us know.



  • Profile Image
    mcsholder
    Answered on January 08, 2022 at 08:14 AM

    Ok, I know how to generate a QR Code. That wasn't my issue. Is my question confusing?

    Short version of my question . . .

    The QR code generated from Jotform for my App, does not when I scan on my iPhone.

    Please read my original question again.

    Thank you.

  • Profile Image
    Gilbert_P
    Answered on January 08, 2022 at 08:31 AM

    Hello,

    To my understanding, when the QR code for the app is scanned using the Safari browser, the app is not opening as it only directs to jotform.com. is that right?

    If that's the case, please try clearing your Safari browser's cache by following the steps in this guide.

    Let us know how it goes.

  • Profile Image
    mcsholder
    Answered on January 08, 2022 at 09:02 AM

    You are correct with your question. However, I have already cleared my Safari browser cache and I am still having the problem.

    The link below is a screen recording on my iPhone when I am using the Safari browser. When I allow sites pop-up it shows the white screen. My setting "block pop-ups" on my iPhone is turned off.

    https://www.dropbox.com/t/Wlx0CCTJC1OsoAMr


    The link below is when I continue from the same white screen and open in Chrome.

    https://www.dropbox.com/t/UrC7MsuaYorLygZw


    I am at a loss where I am getting blocked on my iPhone.

    I can generate QR codes on Jotform and the QR code will work for individual forms.

    I can not use the QR codes for the App builder.

  • Profile Image
    Rose_A
    Answered on January 08, 2022 at 09:42 AM

    Hi,

    I am looking into it now and I will get back to you shortly.

    Thanks,

    Rose

  • Profile Image
    Rose_A
    Answered on January 08, 2022 at 10:01 AM

    Hi,

    You mentioned that your safari does not have issues scanning the QR code of other forms. Also, the App's QR code works on another browser except on your Safari browser.

    Here's are the steps that you need to take as an initial aid:

    1. Generate a new QR code of the App.
    2. Clear your Safari browser's cache and cookies.
    3. Restart your mobile phone.
    4. Scan the new QR code.

    Please let us know how it goes.

    Thanks,

    Rose


  • Profile Image
    mcsholder
    Answered on January 08, 2022 at 11:16 AM


    Here's are the steps that you need to take as an initial aid:

    1. Generate a new QR code of the App.

    Signed in to Jotform website using my Safari browser (not the Jotform app) and generated a QR Code.

    1. Clear your Safari browser's cache and cookies.

    Completed.

    1. Restart your mobile phone.

    Yes.

    1. Scan the new QR code.

    I download and scanned the QR code I generated on my iPhone. Still can't access App from App Builder.

    Also attached are the 2 QR codes. The QR codes are different (look at bottom right corner)

    I can use the camera on my iPhone and scan either QR code and then choose open in Chrome browser on my iPhone and the App will open with no issues.

    The problem has to be with my iPhone. I used my iPad and the App opened with no problem.

    I suppose iPhone tech support is who I should contact.


    This is the Safari QR Code

    1641657983_61d9b67fcfdbd_


    This is the Chrome QR Code

    1641658013_61d9b69de213b_


  • Profile Image
    Katherine_W
    Answered on January 08, 2022 at 01:03 PM

    Hi there,

    Thank you for the update!

    Indeed: I cannot replicate the issue on my iPhone and am able to open the QR codes and use the app without issue.

    I'm wondering if perhaps there is a setting disabled in your phone camera settings in regards to scanning through the QR Codes? In this support article, I found the following:

    1641664972_61d9d1cc29c6b_

    Is the option to Scan QR Codes on your phone enabled?

  • Profile Image
    mcsholder
    Answered on January 08, 2022 at 01:34 PM

    Yes it is. I checked that too.

    Also there is another issue. When I am using the Jotform app and fill out the form called Upload A Document To The Office, the first question Are you Uploading A Vaccine Card, if you answer YES, your redirected to another Jotform when you press the Submit button.

    It does not work from my app, but I can manually scan the QR code and it works.

  • Profile Image
    Katherine_W
    Answered on January 08, 2022 at 03:07 PM

    Hi again,

    To avoid confusion and to keep this thread focused on the primary concern of the QR Code, I have moved your additional issue to another thread here and will respond to you there shortly: https://www.jotform.com/answers/3651054

    This does seem device-specific especially as several of us cannot replicate the issue, so I'm wondering if perhaps there is a setting that is either enabled or disabled that is preventing the QR Code from scanning on your device. Have you had a chance to contact Apple support as of yet?

    Please keep us updated as to what their reply is.

    We look forward to your response.

  • Profile Image
    mcsholder
    Answered on January 08, 2022 at 03:19 PM

    I spoke to Apple Support and they believe it is because I updated my iPhone Software Version to 15.2. All my other Apple devices are using the previous Software Version and works fine.

    The Apple devices you checked, are they on Software Version 15.2?

  • Profile Image
    Carrissa_M
    Answered on January 08, 2022 at 06:02 PM

    Hello again,

    Thank you for contacting us. Indeed there seems to be a problem with QR code reader. I will escalate a report to our developers for further checking. 

    We will update you through this ticket as soon as we have updates.

    Thank you for your patience and understanding.


  • Profile Image
    mcsholder
    Answered on January 10, 2022 at 12:39 PM

    The QR Code for the App is working now.

    On my iPhone I went to:

    • Settings
    • Safari
    • Settings for Websites
    • Request Desktop Website (Turned Off)

    Not sure if this corrected the problem or not :)

  • Profile Image
    Gilbert_P
    Answered on January 10, 2022 at 01:50 PM

    Hello,

    We're glad to know that you're now able to use the app's QR code on your Safari browser. The change you made most probably fixed the issue as we're fairly certain that this was caused either by a setting in your iPhone or in the Safari browser.

    If you have any other questions or concerns, feel free to get back to us.

    Regards,