Appendix

D Troubleshooting and FAQ

It needs a permission you do not have, or a feature your license does not include. Ask your administrator which permissions and license features your account has.

"Write" stays disabled in Add new.#

Hover over it to see why: no asset selected, the Desktop utility or reader is not connected, no tag on the reader, the tag type is not in your license, or a tag or barcode limit has been reached. Empty required fields are reported when you click Write.

The header button says "Connect application" although the utility is running.#

The utility is signed in with another account, or from another computer. Register it again from Setup desktop utility, or regenerate the Desktop application token and paste it in.

A customer says a genuine product shows "not verified".#

Look the product up in Verifications → Invalid. "Already verified" means they reopened an old tag link: they should tap the tag again, or you can turn on Allow already verified asset page. "Product is blocked" means someone blocked it.

A customer sees the verification page in the wrong language.#

The page follows the language of the visitor's browser. If the template has no version in that language, the base content is shown: add the language on the template (Translate the verification page).

The dashboard looks empty.#

Check the asset picker and the period (D, W, M, Y, All). New scans can take about a minute to appear in charts.

Why are some scans without a country?#

Location comes from the scanner's internet address and needs the Geolocation analytics license feature. Scans from private networks cannot be located.

Can I change a field after products exist?#

You can edit and add fields, but not delete them or change their property name. Values of existing products can be changed only for fields with the Update stage.

A document is stuck at "Waiting for indexing" or shows "Indexing failed".#

Indexing runs in the background and can take a few minutes. Scanned PDFs without a text layer cannot be read: upload a text-based PDF and use Re-index.

Workflows with an HTTP request cannot be saved.#

Add the address pattern (for example https://crm.example.com/*) to Settings → Workflows URL allowlist first.

How do I give an auditor read-only access?#

Create a User with only read permissions (products, verifications, assets) and the relevant allowed assets. Changes are recorded in the Audit log.

Where can developers learn about the API and webhooks?#

Open Integration guide at the bottom of the menu: guides for custom HTML templates, workflows, the REST API, webhooks and ERP integration.