Check your internet connection first, because the scanner looks foods up online. Reboot your phone if scanning stopped after an app update, or if the screen stays black. Open the Settings app, tap Privacy, tap Camera, and make sure the app is allowed. Confirm you are signed in, since lookup needs your account.
If barcode scanning does not work on your iPhone or iPad, there could be several possible reasons. Please follow the troubleshooting steps below:
Make sure you have an internet connection, as the scanner uses online lookup.
If the barcode scanner stopped working after the app update, try rebooting your phone.
In case you see the black screen when you try scanning, please reboot your phone.
Check MyNetDiary or PlateAI permissions in the Settings app built into your iOS device. Open the Settings app, tap Privacy, and tap Camera. The slider next to the app has to be enabled.
Make sure you are signed in with your username and password, as the scanner uses online lookup. If you don't remember your password, please reset your password online.
If you still have trouble after going through all the steps, please send us a support request to support@mynetdiary.com.
Related questions
Does barcode scanning need an internet connection and account sign-in?
Yes. The scanner uses an online lookup, so confirm that the device has an internet connection and that you are signed in with your username and password. If you cannot remember the password, reset it online.
What should I try if the barcode scanner is black or stopped after an update?
Reboot the phone first. Then open the iOS Settings app, choose Privacy and Camera, and make sure camera access is enabled for MyNetDiary or PlateAI. Both an update-related failure and a black scanner screen may be resolved by rebooting.
What if barcode scanning still does not work after troubleshooting?
After checking the internet connection, account sign-in, camera permission, and rebooting the device, send a support request to support@mynetdiary.com. Include the continuing scanner problem so the support team can help with the unresolved issue.
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