This guidance will assist you if you are having issues with the Camera on your handheld device. Issues can include, but not limited to:
Error messages appearing when taking photos within the MCM Care Delivery App
Photos taken within the Care App not uploading to Monitor (for mCare)
Camera not opening within the Care App.
Please be aware that these instructions are for devices which are currently locked down on our MDM (Mobile Device Management) system.
For devices which look like a normal phone and are not locked with any device management system you can still follow these troubleshooting steps as you will be able to access all areas of the device without the need for the device to be unlocked.
If the device is locked down by a 3rd party lockdown system you will need to contact them directly to assist you with this as they may have restrictions in place that will require the device to be unlocked in order to follow some of these troubleshooting steps.
Camera Permissions/Camera Not Opening
Please follow this guidance to assist you with ensuring Permissions have been enabled. When an application is first installed/open on a device it will generally ask you if you would like you to provide permission to that application to use the camera on the device. If 'No' is selected this can cause future issues with the camera functionality not loading within that application.
Enabling Camera Permissions on your Device | mCare
Error Messages
If you are getting error messages when using the Camera functionality within the MCM Care Delivery application, you may be required to clear the application cache/date to resolve this issue.
Please follow these attached guides depending on what device you are using:
Ascom Clear Cache:
Zebra TC21/HC25 Clear Cache:
Samsung Clear Cache:
If you are using any other brand of device, you may need to use Google to search how to clear the cache/data on that specific device type.
If you are still having issues with the camera within the Care App. Please contact a member of the mCare Support team for further investigation.
Photos not Uploading to Monitor from the Handset
If you have taken photos within the MCM Care Delivery application you must first ensure you have followed the below steps.
Wi-Fi Issues with the Device:
Ensure that the device you are using is connected to Wi-Fi. This guide will provide some troubleshooting steps for Wi-Fi issues on your device. The device may still be connected to Wi-Fi within the home but have reduced Wi-Fi performance which can cause uploading issues/delays from your handset.
Device Wi-Fi Troubleshooting Guide | mCareEnsuring The Correct Application is Being Used:
Ensure that there are no additional 'Camera' applications installed on your device. The photos should only be taken from within the MCM Care Delivery application in order to upload to Monitor. This guide will explain how to correctly taken photos from the Care App:
If none of these steps resolve the camera issues that you are having, please contact a member of the mCare Support to investigate further.