Published by NYS Office of Information Technology Services

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Why should I report an Issue with NYS Excelsior Pass Scanner?

  1. AppContacter will directly Email your issue/feedback to an apps's customer service once you report an issue and with lots of issues reported, companies will definitely listen to you.
  2. Pulling issues faced by users like you is a good way to draw attention of NYS Office of Information Technology Services to your problem using the strength of crowds.
  3. Importantly, customers can learn from other customers in case the issue is a common problem that has been solved before.
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NYS Excelsior Pass Scanner Customer Insights

1. Actually, quite simple to use.// ADDED NOTE: Scanner seems to work immediately with a smart phone barcode display but can delay with a paper printed barcode.

2. Phone to Phone for best response, but paper printout can work, but not as consistently..Because the excelsior pass app defaults to maximum brightness, the scan image is often blown out and won't scan.

3. Seems to be mimicking the functionality provided by common project's smart health card verifier, but I'm glad NYS is paving the way for user adoption.SUCKS. IT DOES NOT WORK.

4. Small office settings could really benefit from this to determine precautions for each client/patient as PPE requirements evolve.The Excelsior Pass Wallet has been updated.

5. Reader will read either the Bar Code from a smart phone or printed version.

6. You have to tilt your device/phone just at the right angle to read the QR code (on the rare occasion that it does work).

7. Works as described although there seems to be slight delay in scanning (reading) of a bar code.

8. Should have had a text code backup to type in.Does not scan easily.

9. As noted above THIS IS THE APP FOR READING A PERSON"S NYS EXCEISIOR BARCODE ...NOT to display your personal code.

10. It gives a pass not found error as did the epass wallet until it was updated.Buggy app.

11. This app possibly needs updating, too as it does not recognise QR of Excelsior Pass Plus.

Steps to Troubleshoot & Fix NYS Excelsior Pass Scanner Issues

1. Fix NYS Excelsior Pass Scanner Not Working/Crashes/Errors/Unresponsive & Black/White screen:


  1. Restart NYS Excelsior Pass Scanner: Restarting the app will resolve most errors.
  2. Update the NYS Excelsior Pass Scanner App. Here is how:
    1. On Android goto PlayStore » Search for "NYS Excelsior Pass Scanner" » Open NYS Excelsior Pass Scanner » click "Update".
    2. On iPhone, goto AppStore » Your profile » Available Updates » Check for NYS Excelsior Pass Scanner » click "UPDATE".
  3. Clear NYS Excelsior Pass Scanner app cache: Clearing cached data will force your app to retrieve the latest data directly from NYS Excelsior Pass Scanner servers.
    1. On Android, goto Settings » Apps » Select "NYS Excelsior Pass Scanner" » click Storage » click "Clear Cache".
  4. Check NYS Excelsior Pass Scanner app permissions. If any of these permissions required to use your device's features are disenabled, NYS Excelsior Pass Scanner might not work.
  5. Uninstall and reinstall NYS Excelsior Pass Scanner. If nothing else has worked, completely uninstall NYS Excelsior Pass Scanner then reinstall.
  6. Restart your device. Last, restarting your device can often clear most problems causing NYS Excelsior Pass Scanner not working


2. Fix NYS Excelsior Pass Scanner Server issues & Internet Connection


  1. Check network connection: An unstable Internet will make NYS Excelsior Pass Scanner be unable to connect to it's servers. Ensure your wi-fi is working then restart app.
  2. Disable VPN: VPN can cause connection errors and lead to NYS Excelsior Pass Scanner not working. Make sure all VPNs are off
  3. Enable background data: When Background data is turned off, NYS Excelsior Pass Scanner may not be able to connect to the Internet when running in the background.

Reported Issues

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