Hi
I have the lastest Ipad and I downloaded your app last night for the first time. I have been playing today to get used to its features but can not seem to get the scanner to work. I click on the scanner icon and it opens the scanner frame but then it is just black. I have taken the Ipad out of its case, just incase it was the case blocking the lens but still the same. What am I doing wrong?

Hello,

Sorry for any issues with the scanner. One thing that can go wrong with scanning on an iPad is that in some cases the auto-focus gear that focuses the camera lens becomes inoperable. Our software "knows" which phones should be able to auto-focus (older iPhones can't) and it attempts to focus the lens to read the barcode. If your lens is not adjusting correctly, due to a physical issue, it can cause problems with the barcode scanning.

Will you try two things for me?

First, launch the camera app. Frame a shot with both near and distant items in the shot. Tap the screen on a nearby object, then in a moment tap the screen on a distant object. You should see the image blur a bit, then resolve into sharp focus on the object you tapped.

If this does not happen, there's definitely an issue with the lens gear. Please let us know.

Regardless of the success of that experiment, please also try the following.

When you activate the barcode scanner, initially hold the barcode quite close to the rear-facing lens. Then, slowly move the barcode further and further away form the phone. Don't worry about matching the size of the barcode to the scanner guides, just keep it centered and slowly increase the distance fom the phone, and see if at any point the image "catches" and the scan takes place.

I look forward to hearing the results of these experiments, and I do apologize again for any inconvenience.

Cheers,
Scott
MyFitnessPal Staff