# Troubleshooting

If you run into any issues, feel free to [contact us](https://www.dynamsoft.com/company/customer-service/#contact){:target="_blank"}.

## 1. Initialization Issues

If you see one of the following errors, the app may have failed to initialize.  
Please contact us directly and include the error code.

| Error Code Range | Description |
| ---------------- | ----------- |
| -10002 – -10004  | No valid license for **Barcode Decoding**. |
| -10030 – -10059  | Failed to parse the template file `template_cvr.json`. |
| -70060           | No valid license for **Batch Scanning**. |
| -70063           | Failed to parse the template file `template_panorama.json`. |
| -80001           | Failed to parse the template file `template_ui.json`. |

---

## 2. Performance or Crash Issues

When reporting performance problems or crashes, please provide the following:

- A **screen recording** that reproduces the issue.  
  > Tip: Enable **Settings → Debug → Display Memory Debug Info** during recording for more detail.
- Screenshots or a screen recording of the **current settings**.
- **Debug images** captured during scanning.
- **Device information** (model, OS version, available storage, etc.).

### Capturing Original Images

1. Go to **Settings → Debug** and enable **`Save Original Images`**.  
2. Return to the scan page and perform a typical scan.  
3. After scanning, the original images are saved to your photo album. Copy them to your desktop.  
4. Compress (ZIP) the images and share the file with Dynamsoft.

![Settings](https://www.dynamsoft.com/assets/images/guide/settings-2.jpg){:width="215"}


If requested, you may also need to provide:

- **Original Images with Barcode Highlights**  
- **Intermediate Result Images**  

These additional images are saved to the same folder once their respective options are enabled.