> ## Documentation Index
> Fetch the complete documentation index at: https://docs.qmr.kr/llms.txt
> Use this file to discover all available pages before exploring further.
# Fix QMR scan failures, missing scores, and login issues
> Fix common QMR problems: scan failures, unmatched answer sheets, missing scores, login issues, and plan limit errors with step-by-step solutions.
This guide helps you diagnose and fix the most common issues in QMR. For questions about how features work, see the [FAQ](/help/faq).
## Scanning problems
Go to the **Scans** page in your teacher dashboard and check the status of the scan job. If a job is listed as failed, you can resubmit it for reprocessing directly from that page.
Before resubmitting, check the following to avoid the same failure:
* Make sure the answer sheet is completely flat with no folds obscuring any part of the sheet.
* Photograph in a well-lit area. Avoid harsh shadows falling across the answer bubbles or the QR code.
* Ensure the entire sheet is visible in the frame — do not cut off the edges or the QR code corner.
* Upload the image again and resubmit the scan request.
If the job keeps failing after multiple attempts, check the scan logs on the **Scans** page for more detail on the specific error.
This means QMR could not automatically link the scanned sheet to a student record. The two most common causes are:
* **The QR code is damaged.** If the QR code is torn, heavily creased, or obscured by ink, QMR cannot read the identity information encoded in it.
* **The student is not enrolled in your organization.** If the student is not in your roster, there is no record to match against.
To fix this, first check that the student is added to your student roster under **Manage Students**. If they are enrolled and the QR code is simply damaged, you can manually assign the submission to the correct student from the scan management page. Look for the unidentified submission, open it, and use the manual assignment option to select the student.
Large PDF batches — typically 100 pages or more — can take between 3 and 5 minutes to process fully. This is normal. Go to the **Scans** page and watch the progress indicator for your batch job.
If the batch has been stuck at the same progress for more than 10 minutes with no change, resubmit the batch. Before resubmitting, check that the PDF is not corrupted and that all pages are properly oriented. Split very large PDFs into smaller batches (50–80 pages) if you continue to experience timeouts.
QMR only accepts standard image formats (JPEG, PNG) and PDF files. Files in other formats are rejected immediately at upload with an error message.
The most common cause is HEIC files taken on iPhones. iOS saves photos in HEIC format by default, which QMR does not accept. To fix this:
* On your iPhone, go to **Settings → Camera → Formats** and switch to **Most Compatible**. This saves future photos as JPEG.
* To convert an existing HEIC file, open it in the **Photos** app and use **Share → Save as JPEG**, or use a free online HEIC-to-JPEG converter before uploading.
Read the error message shown at upload time — it specifies the rejection reason, which may indicate a different format issue.
## Score and results problems
Student scores appear immediately after a scan job completes successfully — there is no additional delay on the student side. If a score is missing, work through these checks:
1. Open the **Scans** page and confirm that the scan job for that student's sheet has a **Completed** status. If it is still in progress, wait for it to finish.
2. If the job failed, resubmit it (see the **My scan failed** section above).
3. If the job shows as completed but the student still does not see their score, confirm the student is signed in to the correct account — the one linked to their student record in your organization.
Contact QMR support if the job is completed, the student account is correct, and the score is still missing.
If the score appears but seems incorrect, check the following:
* **Verify the answer key is fully entered.** Open the exam in your teacher dashboard and go to the **Problems** section. Every problem should show a correct answer. An incomplete answer key can result in questions being marked wrong even when the student answered correctly.
* **Confirm the correct answer sheet was uploaded for that student.** If sheets were mixed up during scanning, the wrong student's answers may have been graded against the wrong record.
* **Check for double marks.** If the student marked two options for a question and did not erase the first mark cleanly, QMR may have recorded that question as incorrect. Open the annotated scan image to see exactly what the AI detected.
If the answer key is complete and the correct sheet was scanned, you may need to re-scan the sheet after the student corrects any ambiguous marks.
## Account and access problems
The fix depends on which sign-in method you use:
* **Email and password** — check for typos in your email address and password. Passwords are case-sensitive. If you have forgotten your password, use the **Forgot password** link on the sign-in page to reset it.
* **Google or Microsoft OAuth** — make sure you are clicking the correct provider button (Google vs. Microsoft) and signing in with the same account you used when you first registered with QMR. If you have multiple Google or Microsoft accounts, confirm you are selecting the right one in the OAuth screen.
If you still cannot sign in after checking the above, contact your organization administrator or QMR support.
When your monthly scan limit is reached, new scan requests are blocked until the limit resets. You have two options:
* **Upgrade your plan.** Go to the pricing page in your account settings and upgrade to the Standard, Major, or Master plan. Each plan offers a higher monthly scan allowance. Upgrades take effect immediately.
* **Wait for your billing cycle to reset.** Your scan count resets at the start of each billing period. The reset date is shown in your account settings.
If you regularly hit your limit, consider upgrading to a plan that better matches your scanning volume.
Exam access in QMR is organization-scoped — a teacher must be a member of your organization to see your exams and student data. Check the following:
1. Go to the **Team Invitations** page in your teacher dashboard and confirm you have sent an invitation to the co-teacher's email address.
2. Ask the co-teacher to check their email for an invitation from QMR and confirm they have accepted it.
3. Once they accept, they should be listed as a member in your organization settings. Only after acceptance do they gain access to shared exams and student rosters.
If the invitation was sent but the co-teacher cannot find it, resend it from the **Team Invitations** page. Check that you are using the correct email address for their QMR account.