> ## Knowledge Base Index
> Fetch the complete knowledge base index at: https://help.anghello.com/sitemap.xml
> Use this file to discover available pages before exploring further.
> Pure-Markdown content can be obtained by appending a '.md' suffix to the content URLs listed in the sitemap (without the trailing slash).

# The QR code isn't working

A visitor scans the QR code but the check-in page doesn't appear, or an error message shows up? This guide helps you diagnose the problem.

**Audience:** Administrators, Managers
**Application:** Admin (app.anghello.co)
**Estimated time:** 5 minutes

## Check step by step

### 1. Was the QR code regenerated?

If the site's QR code has been regenerated, the old QR code (printed on the poster) no longer works.

**Solution:** Print a **new poster** from Settings > Sites > QR-Code & Tablet.

### 2. Is QR code check-in enabled?

**Go to** Settings > Sites > Settings & Features > QR-Code - Devices.

Check that the **Enable QR-Code Check-in** option is turned on.

### 3. Is the visitor using a VPN or a proxy?

By default, VPN and proxy connections are blocked for security reasons.

**Solution:** If your visitors use your company's guest WiFi and that network goes through a proxy:
* Go to the QR code's **Advanced Configuration**
* Enable the **Allow proxy connections** option (and/or VPN)

### 4. Is country filtering blocking the visitor?

If country filtering is enabled, only visitors whose connection originates from authorized countries can check in.

**Solution:** Check the list of authorized countries, or temporarily disable the filtering to diagnose.

### 5. Is there a problem with the visitor's smartphone?

* The visitor needs an **internet connection** (WiFi or mobile data)
* The **camera** must be working to scan the code
* The **browser** must be up to date

## Quick fixes

| Cause | Solution |
| ---- |
| QR code regenerated | Print a new poster |
| QR code check-in disabled | Re-enable it in the site settings |
| VPN/proxy blocked | Enable the corresponding options in the Advanced Configuration |
| Country filtering | Adjust or disable the filtering |
| No internet connection | The visitor needs to join the WiFi or use mobile data |
| Unreadable poster | Reprint the poster in good quality |

## Good to know

> 💡 **Tip:** If the problem persists for several visitors, check the QR code's advanced security settings. The default settings are right for most situations.