Troubleshooting

Each entry starts with what you see.

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The app closes when the camera opens

Cause: NSCameraUsageDescription is missing from your Info.plist. iOS ends the app without it. Fix: add the key. See Installation.

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”Camera access is off”

Cause: the user denied camera access, or it’s restricted by Screen Time or device management. Fix: the screen’s Open Settings button takes the user there. Your app also receives .failure with kind .cameraPermissionDenied.

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The camera is black

Cause: you’re on the iOS Simulator, which has no camera, or another app or view holds the camera. Fix: test on a real device. Present only one SDK camera view at a time.

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Auto-capture never fires

Causes and fixes:

• Glare or low light. The message says Avoid the glare, or the frame never turns green. Move to even light.
• The card is too small in the frame. Move a little closer. On a tablet, the user may need to hold the card closer to the screen.
• Movement. The bar resets if the card moves. Rest the card or the phone on something.
• The wrong camera. A phone using .front asks the user to hold the card up to the selfie camera. Use .back on phones. See Camera.

The manual shutter appears after 8 seconds with a card in view, or 15 seconds at most, so the user is never stuck.

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The document’s name never appears on the frame

Cause: document recognition isn’t reaching deepidv. Capture still works with on-device checks. Fixes:

• If you use proxy mode, forward POST /v1/sessions/{id}/id-capture/detect.
• Check usesDocumentClassifier isn’t false in your config.
• Recognition runs only in workflows, not in DocumentScannerView.

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”Turn your license sideways” on an iPad held correctly

Cause: the iPad was turned during the scan. Fix: lock the orientation on kiosks and fixed tablets. Reopen the view after turning the device.

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.conflict when presenting a workflow

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.validation before the camera opens

Cause: the workflow contains a step the SDK can’t run. Supported steps are ID verification and face liveness. Fix: run the other steps elsewhere, or use a workflow with only these steps.

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.authentication or .authorization

Cause: the key or token in apiKey was rejected, by deepidv or by your proxy. Fix: in proxy mode, check your proxy accepts the user’s token and adds the deepidv key. Never ship the deepidv key in the app.

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.insufficientFunds

Cause: your organization’s balance can’t cover the check. Fix: top up in the Admin Console.

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Re-verification says .userNotFound or .notPreviouslyVerified

See Not eligible reasons. Most often the email doesn’t match the email of the verified session, or the user was verified on a different workflow.

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Contacting support

Send support:

• the SDK version and iOS version, and the device model;
• the session ID or re-verification ID;
• error.kind, error.apiCode and error.code;
• what the user saw, and roughly when.