Black Scan Window - Troubleshooting Guide

Problem: Completely Black Scan Window

If you're seeing a completely black scan window when trying to scan your identity documents, don't worry - this is a known issue with a simple solution.

Why This Happens

Technical Explanation

The real-time biometric automated identity verification process can be demanding on your device's resources. When combined with:

  • Mobile device limitations
  • Operating system version variations
  • Browser version differences
  • Other applications running simultaneously

Your device may struggle to handle the increased processing demands, resulting in a black scan window.

Simple Solution

🔄 Restart Your Mobile Device

The fix is straightforward:

  1. Completely restart your mobile device (power off and on)
  2. Close other apps before resuming your session
  3. Return to your CVCheck application

✅ Your Progress is Saved

  • Your session will be available to resume from where you left off
  • No need to start over - all your previous progress is preserved
  • Documents already uploaded remain in your application

Step-by-Step Recovery Process

1. Restart Your Device

  • Power off your mobile device completely
  • Wait 10-15 seconds
  • Power back on and wait for full startup

2. Clear Resources

  • Close unnecessary apps running in the background
  • Free up memory by closing browsers, games, or other intensive apps
  • Ensure good internet connection

3. Resume Your Session

  • Open your browser or CVCheck app
  • Return to your application
  • Continue from where you left off

4. Try Scanning Again

  • The scan window should now work properly
  • Camera should display your document preview
  • Proceed with document scanning
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