Keying
Green or dark halo around people
Raise Spill removal for a green fringe. Lower Edge softness for a blurry halo. Move guests further from the screen and light the screen more evenly. See Keying the green screen.
Parts of people disappearing
They may be wearing green, or Similarity is too high. Lower Similarity, or pick the key colour again with Pick from the screen.
Patches of green showing
Raise Similarity, smooth out wrinkles in the screen, and light its dark corners.
Frame hides the whole photo
The frame image has no see-through middle. Save it again as a PNG with a transparent centre.
The booth
Remote does nothing
Check the remote is on and paired in Android's Bluetooth settings. Open admin > Remote and press a button: it should appear under Try your remote. If it isn't assigned, tap Add a button or Reset to defaults. Then try a new battery. See Pairing the remote.
"The camera stopped. Press the remote or tap to restart it."
Press the remote or tap the message. If you see The camera couldn't restart, close any other app that might be using the camera, or restart the device.
Stuck on "Starting the camera…"
Leave the app and open it again. Check camera access is allowed for the app in Android settings.
"The photo didn't take" or "That photo couldn't be saved"
Press the remote to try again. If saving keeps failing, storage is probably full: copy photos off, then delete old ones in admin > Photos (see Getting photos off the device).
Guests left the app
Turn on Keep guests in the booth in Booth defaults > Locking. To unpin it yourself, hold Back and Recents together.
Sharing
QR code won't load on phones
The phone must be on the same Wi-Fi as the device. Check admin > Sharing says Ready. If the venue's Wi-Fi stops devices seeing each other, use the device's hotspot instead. If the phone says Link expired, show a fresh QR code from the gallery. See Sharing with a QR code.
"QR sharing isn't reachable right now"
The device isn't on Wi-Fi. Connect it, or turn on its hotspot, and try again.
Packs
"Download failed. Try again."
The files didn't arrive intact after three tries. Check the connection and tap the button again. Nothing from a partial download is used.
"Can't reach the pack store"
The device has no internet. Packs already downloaded keep working.
A pack is locked on this device
Google Play doesn't show the pack bought on the account it is using now, usually because the device has another Google account. Switch account in Google Play, then tap Restore purchases: the pack unlocks with nothing to download. Until then it isn't in the booth, but its files stay on the device unless you tap Remove download in the Store.
A pack was refunded and removed
The pack store confirmed Google Play refunded or revoked it, so its files were removed. Buy it again from the Store if you still want it.
Still stuck?
Open admin > Help & feedback, choose Report a problem, and say what happened and what you expected.
- Open it from the screen that's wrong and use Attach the screen you came from to send a picture of it. Check it shows no guests' photos.
- Leave Include diagnostics on. It sends the app version, device, plan, settings (with anything private removed) and recent log. See what's sent shows it all.
- Without internet the report waits and goes when the device is back online. Your reports shows where each one is, and our answer goes to the email address you give.
If the section says feedback is coming soon, email contact@zerocapturestudio.com instead.
Forgotten the admin PIN? See Forgotten admin PIN.