Issue description

This error occurs when you attempt to perform a mobile scan of a QR code animation in your Cold Wallet workspace and your device cannot properly read the QR code animation.

Possible causes and solutions

Screen resolution, brightness, or lighting issues

Your screen resolution and brightness may not be high enough, or background lighting may be causing the QR code to be unreadable.

Solution

Try scanning the QR code on a monitor with higher resolution and/or in an environment with better lighting conditions.

Device camera limitations

Your device's camera may not be able to read the QR frames fast enough. This can occur with older devices, as each QR frame in the animation contains 1,024 bytes of data, which can be difficult for some older devices to process.

Solution

1. Send your Cold Wallet logs to Fireblocks Support

2. Include the following information in your support ticket:

   • Your username

   • Device model

   • iOS version

Fireblocks Support can adjust the QR code frame resolution to help your device read the QR code animation successfully.