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Mobile Recording Troubleshooting: Camera, Audio, QR Codes, and Device Compatibility

Automation Bot
Updated

Use this preflight and troubleshooting guide when camera, microphone, QR-code, interruption, storage, or device-compatibility issues prevent a usable Video Walkaround recording.

Overview

This article covers problems that happen before or during recording. If the recording is complete but the upload is slow, pending, or failed, use the upload troubleshooting article linked below instead.

Before you start

  • Review Mobile App Device Recommendations and Compatibility.
  • Update the myKaarma app and the device operating system to the latest version.
  • Confirm the user can access the required Video Walkaround or Technician Inspection workflow.
  • Charge the device, connect to Wi-Fi and confirm it has available storage.
  • Verify there is no pending or unsent media before considering any app removal or storage cleanup.

Warning: Do not uninstall or reinstall the myKaarma app while pending or unsent media remains. The local media can be permanently removed.

Run a recording preflight

  1. Restart the myKaarma app and the mobile device.
  2. Open the device's app-permission settings for myKaarma.
  3. Enable camera and microphone access.
  4. Disconnect Bluetooth audio devices or headsets for the first test.
  5. Open the correct inspection or walkaround workflow.
  6. Record a short test video, then play it back before recording the customer vehicle.
Successful test: The playback shows a clear camera image and audible sound from the device microphone.
Image_20261019_140359_131.jpeg

Example: Camera and microphone permissions enabled in iOS settings


 

Troubleshooting

Symptom Steps
Black screen or camera unavailable
  1. Confirm camera access is enabled for myKaarma in the device settings.
  2. Close and reopen the app.
  3. Restart the device.
  4. Confirm the device is listed as compatible.
  5. Contact Support if the camera works in other apps but remains unavailable in myKaarma.
No audio or very quiet audio
  1. Confirm microphone access is enabled for myKaarma.
  2. Disconnect Bluetooth devices and headsets.
  3. Make sure the device microphone is not covered or obstructed.
  4. Record and play back a short test in a quiet area.
  5. Contact an authorized administrator or Support if audio is still missing.
Android QR code does not open the inspection
  1. Display the inspection QR code on a desktop or another screen.
  2. Scan the code with the supported camera or QR tool on the Android device.
  3. If the QR code is stored as an image or screenshot, use the supported image-scanning option on the device.
  4. Confirm the user has access to the inspection and the correct dealership location.
Recording stops or becomes unusable after a pause, screen lock, app switch, or phone call
  1. Ensure that the myKaarma app is not open in the background and that the screen is unlocked while recording.
  2. Avoid switching apps or taking a phone call during the recording.
  3. Play back the recording immediately after the interruption.
  4. Start a new recording if the file is incomplete or unusable.
The app uses more storage than expected
  1. Confirm all pending uploads have finished.
  2. Do not remove the app or its data while videos are still uploading. This will result in permanent loss.
  3. Review available device storage.
  4. Contact Support before performing cleanup or reinstallation when the app's storage continues to grow.

Take still photos during a Technician Video

  1. Start the Technician Video recording.
  2. Tap the screen when you need to capture a still image.
  3. Continue recording after the brief pause.

The Technician Video workflow may not provide a separate photo-only option. The still image is captured during the video recording.

Image_20261019_140359_181.jpeg

After recording

  1. Play back the recording and confirm the picture and audio are usable.
  2. Confirm the media is associated with the correct RO or inspection.
  3. Save the recording and keep the app open while the upload begins.
  4. For a pending, slow, or failed upload, see the Video Upload Troubleshooting article

Contact Support

After completing the checks above, provide the following information:

  • The affected workflow and symptom
  • The device model and operating-system version
  • The myKaarma app version
  • Whether camera and microphone permissions are enabled
  • Whether Bluetooth or a headset was connected
  • Whether the issue occurred after a pause, screen lock, app switch, or call
  • A screenshot or short test result that does not expose customer information

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