Start from what you’re seeing. Each row points at the answer that covers it; the FAQ holds the long-form explanations.
| What you’re seeing | Where to go |
|---|
| ”Browser blocked camera access” | The scanner says camera access is denied |
| ”Camera is in use by another application” or “No cameras found on this device” | Close whatever else is using the camera, then reload — see the same answer |
| Your DUST marking never scans, and the viewport is showing the laptop camera | You’re in the wrong scanner mode: which mode reads which identifier |
| Scanner not connected under the DUST mode | Reseat the USB cable, try a different port, and avoid unpowered hubs — reticle and scanner settings |
| You’re not sure which Loupe fits your phone, or how Dragon is held | Open Learn → Tutorials in DICE — interactive hardware guides |
| Scan not clear enough, No match found, Search incomplete, or Connection problem after an Identify | What each Identify result means, and the scan scope behind it |
| ”Identify is unavailable — this organization only supports verify-only DUST” | Identify versus Verify, and DUST indexing modes |
| A red Blocked chip in the top bar | That’s the Location Services indicator, not an error about your data — why DICE asks for your location |
| What you’re seeing | Where to go |
|---|
| ”This thread is locked in a shipment.” | It says this thread is already in a shipment |
| A Thread you want to ship is held by another shipment | Same answer — how to free it depends on whether that shipment is still a draft |
| You sent a shipment and immediately spotted a mistake | Cancel a sent shipment — you don’t have to wait for the recipient |
| Processing failed on an accepted shipment | A shipment failed to process — what now? Either party’s Team admin can Retry or Abandon |
| You’re not sure who is allowed to act on a shipment | Who can do what |
| The recipient’s copies don’t show a change you made afterwards | That’s by design — copies are snapshots. Push a disclosure |
| A recipient team is disabled in the shipment picker | The connection doesn’t allow sending in that direction |
| What you’re seeing | Where to go |
|---|
| Items waiting on the Updates page | What adopting a disclosed update does |
| A field marked Changed locally or Needs review | Same answer — your edit isn’t overwritten silently |
| You skipped an update and want it back | Skipped items can be brought back later from the Thread — see Disclosures |
| What you’re seeing | Where to go |
|---|
| A sidebar entry these guides mention isn’t there | Why don’t I see feature X? — modules are enabled per organization, and some entries are role-gated |
| A colleague can do something you can’t | Compare organization, Team, and role first — same answer |
| The scanner says a DUST operation isn’t on your plan | DUST capabilities are plan-dependent; other identifier types keep working — see Identifiers and scanning |
| You want a module turned on | Your organization’s administrator can request it — see the Administrator guide |
Open the user menu in DICE and choose Help → Contact support, or email support@dustidentity.com directly. Include your organization name, the page you were on, and roughly when the problem happened — for scanning and shipment issues, the timestamp is what makes it traceable.
