---
title: "Troubleshooting"
description: "What the messages during a scan mean, and how to fix common problems."
---

> eSSESSMENT docs. Web page: https://presagetech.com/docs/essessment/app-troubleshooting
> Index of all pages: https://presagetech.com/docs/essessment/llms.txt

# Troubleshooting

## Messages during a scan

<div class="tw">

| Message | What to do |
| --- | --- |
| Center your face | Move to the middle of the frame. |
| Hold still | Stay as still as you can. |
| Too dark | Add light in front of you. |
| Too bright | Reduce direct light on your face. |
| Move closer / Move back | Adjust your distance until the message clears. |
| One person at a time | Make sure only your face is in the frame. |
| Signal lost | Coherence lost track of your face. Keep your face in the frame. |

</div>

## Problems

<details class="faq"><summary>"Camera access is off"</summary><div>

A scan needs your camera. Tap **Open Settings** and turn on Camera for Coherence.

</div></details>

<details class="faq"><summary>"Scan interrupted"</summary><div>

The scan stopped because the app went to the background or lost the camera. Tap **Restart Scan**.

</div></details>

<details class="faq"><summary>"Can't reach the measurement service"</summary><div>

Check your internet connection and tap **Try Again**.

</div></details>

<details class="faq"><summary>I can't see my program</summary><div>

Check that you signed in with the email your invitation was sent to and tapped **Join**. Then look in **Programs › Library**. If you see "Setting up program access", wait a moment and check again.

</div></details>

<details class="faq"><summary>"This invitation belongs to a different account"</summary><div>

Tap **Sign out and use the invited account**, then sign in with the email the invitation was sent to.

</div></details>

<details class="faq"><summary>"Invitation no longer valid"</summary><div>

The invitation expired or was revoked. Ask your organization to send a new one.

</div></details>

<details class="faq"><summary>"Update required"</summary><div>

Update Coherence from the App Store or Google Play. If it says your phone's software needs an update, update it in your phone's Settings, then reopen the app.

</div></details>