> For the complete documentation index, see [llms.txt](https://support.ellipal.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://support.ellipal.com/docs/troubleshooting-and-support/device-and-connection-issues/why-is-the-app-scan-page-black.md).

# Why Is the App Scan Page Black?

<figure><img src="/files/KcuZM0XOZGkTnDX6pq5z" alt="" width="277"><figcaption></figcaption></figure>

### Fix the black scan page

1. Check that the ELLIPAL App has camera permission in your phone's system settings. If permission is off, the scan page loads black even though the camera works fine elsewhere.
2. If permission is already on, uninstall the ELLIPAL App from your phone.
3. Download and install the ELLIPAL App again from the **App Store** or **Google Play**.
4. Open the App and reconnect your cold wallet.
5. Open the scan page again to confirm the camera view now loads normally.

{% hint style="info" %}
Reinstalling the app does not affect your wallet. Your Titan 2.0 still holds your private keys offline, so reconnecting through the app restores your existing wallet and balance without any risk to your funds.
{% endhint %}

***

### If the issue continues

If the scan page is still black after reinstalling, send a short screen recording of the issue to <cs@ellipal.com> so the support team can check further.

***

### FAQ

<details>

<summary><strong>Will reinstalling the ELLIPAL App delete my wallet?</strong></summary>

No. Your wallet and private keys are stored on your Titan 2.0, not in the app. Reinstalling only removes the app itself, and reconnecting your device restores your wallet in the app.

</details>

<details>

<summary><strong>How do I check camera permission for the ELLIPAL App?</strong></summary>

Go to your phone's system settings, find the ELLIPAL App in your app list, and make sure camera access is turned on.

</details>