If you are using an iOS device:
we recommend turning off the AI feedback. In order to do so, please open your DM App, open the profile section, then tap and hold the app version number (at the bottom right of the screen) for 10 seconds. When the message pops up, please click ‘deactivate’.
If you are using an Android device:
When your app version is 7.15.0 or lower we advise changing the camera implementation. Please open your DM app, go into the preferences menu, tap and hold the app version number (at the bottom right of the screen) for 10 seconds, and change the camera mode. When the message pops up, click OK. Finally, we recommend to switch to camera X first and if that does not fix the issue switch to the other camera (either camera 1 or 2).
When your app version is 7.18.1 or newer we suggest to:
restart the phone, retry to scan, and in last resort, revert to photo mode if necessary.
If the app crashes in the scan assist mode: disable the 3d experience and retry
if the scan is blurry: force photo mode without using ScanBox pro
if the flash turns off during the scan: force photo mode
if the flash blinks: restart the phone, retry, and in last resort, disable the 3d experience
if the ScanAssist seems to lag: check the battery and recharge if needed
If the issue keeps happening despite these manipulations, please restart your phone.