Expense app camera function

[andrewcrowe]

Hi there,

I'm running the current version of the Concur Expense app on an iPhone 15. Whenever I try to take a closer photo of a receipt, the image is blurry and the app isn't switching between iPhone camera to provide a crisp / viewable receipt image. Is SAP aware of this issue and working on a solution? The only current solution is to save the photo to the camera roll, then upload, which isn't as efficient. 

Thank you, Andrew

[MelanieT]

@andrewcrowe Hello!  I am very sorry for the issues happening with the camera.  I have reached out to our Mobile team to see if they are aware of this and if there is any workaround.  I will update you once I hear back!

Remember to tag me if you respond or feel free to mark this post as Solved if you don't have further questions or comments. To tag me on your response, you click the Reply button, first thing to type is @. This should bring up the username of the person you are replying to.

[Khurtz]

Hi Melanie,

We are having this issue reported as well as the CEO of our company put in a ticket saying the used to not happen but now seems to happen frequently to her and other users she has spoken with. Please let me know if there is anything I can have her try or if this is determined to be a bug that your Mobile team is investigating.

[andrewcrowe]

Thanks @MelanieT and @Khurtz. The issue is the app is not switching between cameras within the iPhone - it is trying to take photos using the longer range camera, therefore can't focus on an element so close. I'm surprised the Concur Team isn't able to rectify as it would/should easily integrate into the Apple camera system, just like all other apps. 

The workaround is frustrating - take a normal photo with the iPhone photo app, then upload reducing efficiency.

Thanks, Andrew

[TNuser]

I called in and customer service was NO help!  Told me to delete and reinstall app. Still does it!

[MelanieT]

@andrewcrowe @TNuser @Khurtz  I was able to get more info from our Mobile team.  There is an R&D ticket that is in the Top 10 priority of issues in regards to the iPhone 15 and images showing as blurry.  This is something that our R&D team is working on currently and there is a planned fix.

[GB1]

@MelanieT I am still experiencing this issue, months after you guys acknowledged you were "working on this". You mentioned it being a "top 10 issue". Are there any updates whatsoever?

[KevinD]

@GB1 Hello there. Melanie was on temporary assignment with our team and her time with us has ended. I just posted internally to our mobile team to see what the status of this is. I'll update once I hear something.

[TriciaW]

@andrewcrowe @TNuser @Khurtz @MelanieT In addition to what @MelanieT advised that this is a known issue and R&D are working on a fix, there is a workaround that has been recommended in cases that are currently open for this issue.  

The workaround is to switch macro off on native camera and then go back to concur to capture receipts. Can you please ask the affected user to turn macro off and then test.
To turn off the manual Macro Control when taking photos and videos, go to phone Settings > Camera, then turn off Macro Control.

[andrewcrowe]

I don't find that workaround suitable or acceptable - I'm not going to turn off an advanced function of my phone camera to allow me to use my employers expense acquittal app. You would think that a company the size of SAP would be able to sort this issue quickly - it's quite likely a 15 year old developing their first app would be able to include this as a feature. 

[GB1]

@TriciaW I am still experiencing this issue, months after you guys acknowledged you were "working on this". Are there any updates whatsoever?

[westwind96]

It's now May 2024 and obviously not resolved yet as I'm still experiencing the problem that others have noted with the camera on iPhone 15s.   Disappointing. 

[GB1]

I am experiencing the same issue on my iPhone13, iOS 17.5.1 (most recent). I agree the "workaround" isn't acceptable and so far just do my best with what it is. The images are legible but look like they were taken with a flip-phone. Hopefully this will be resolved soon.

@MelanieT @TriciaW  @andrewcrowe 

[KevinD]

Hello everyone. My contact on our mobile team said that the fix was deployed with the SAP Concur app version 10.12. Please double-check your SAP concur mobile app is up to date. If it is and you are still experiencing the issue, please let me know.

Also, if you have screenshots of what you are experiencing, that would be great.

[GB1]

@Kevin  Thank you for the reply; I just DMd you with screenshots. I also verified I am using app version 12.12. My phone is an iPhone 13, iOS version 17.5.1