[Error Solution] Mobile Error Guide — QR code scan error in CONNECT menu

Hello, this is the PRISM Live Studio team :)

This post guides you about the QR code scan error when using the mobile app camera as a camera source for the Windows app.

Failed to connect. Please try again

In this situation, the following checks are necessary.

1. Check if they are connected to the same WiFi
2. Check if the network connection of the smarthone is switched to the Data-Network (Cellular)
3. Check firewall settings for Windows apps
4. Check the iOS app’s local network connection agreement

Let’s look at them in order.

★ Check if they are connected to the same WiFi

First, make sure that your Windows device and smartphone are connected to the same WiFi. Both devices must be using the same WiFi to use the function.

★ Check if the network connection of the smarthone is switched to the Data-Network (Cellular)

There were many inquiries that the connection was suddenly disconnected while using the CONNECT function well, or that the connection did not work well when trying to reconnect. However, we could see that in many cases the smartphone’s network connection was switched to the Data-Network (Cellular) rather than WiFi.

So, when scanning the QR code fails repeatedly, please check if the network connection of the smartphone is switched to the current data network. And if you temporarily turn off your smartphone’s Data-Network to use the CONNECT function, it seems to reduce confusion in using the function.

★ Check firewall settings for Windows apps​

1) Close the PRISM Windows app and PRISM Mobile app together.

2) Go to Control Panel and search for Windows Defender in the search bar.

Depending on your OS version, you can also check it directly from the path below.
- Control Panel\All Control Panel Items\Windows Defender Firewall
- Control Panel\System and Security\Windows Defender Firewall

3) Click the ‘Allow an app or feature through Windows Defender Firewall’ link.

4) Scroll and check the PRISM App related items and click the ‘Change Settings’ button.

Get PRISM Live Studio. Official’s stories in your inbox

Join Medium for free to get updates from this writer.

Remember me for faster sign in

There may be several items related to PRISM App as shown below.

5) Make sure that the texts of the items are activated in black font to be selectable.

6) Select an item (it turns into a blue background) and click the ‘Remove’ button at the bottom.

When ‘App Delete Confirmation Popup’ is displayed, Click the ‘Yes’ button to remove all items one by one.

7) Click the ‘OK’ button after removing all items related to PRISM App as shown below.

8) Relaunch the PRISM Windows app.

9) If the following Windows Security Alert appears, click ‘Allow access’.

10) Relaunch the PRISM Mobile app and scan the QR code.

★ Check the iOS app’s local network connection agreement

If you are using the PRISM iOS app for the CONNECT function and the above does not solve the issue, you need to check whether you agree to the permission for the local network connection.

You can proceed with the permission agreement for the local network connection again in one of the following two ways.

1) Settings on your iOS smartphone > Scroll to the bottom and select PRISM Live Studio > Change Local Network to On

2) After deleting and reinstalling the PRISM iOS app, check the permission in the permission consent popup exposed during the connection process.

If you still see the pop-up ‘Failed to connect. Please try again’ even after doing this, please contact us. Thank you!

* Contact: prismlive@navercorp.com
* Discord: discord.gg/9j7mFY5g9a
* Youtube: youtube.com/@prismlivestudio