Troubleshooting

If you are having trouble with your scanner, please try the steps below.

If unable to scan anything at all (no red beam from the scanner), skip to Step 6 at the end

1) Dock the scanner in its base. Hold a barcode in front to see if it will scan while docked. 

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  If it scans normally while in the dock, it may need to charge

  
  
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  Leave the scanner in the base for a while to charge, then try again later. Be sure to dock the scanner when not in use so it can charge to use it wirelessly.

  
  

If still having issues, continue to the next step

2) Pair the scanner with the base

• Scan the small QR code on the bottom of the dock of the scanner. This pairs that cordless scanner to that dock.

• Try scanning again after pairing, and go to the next step if it still does not work

 3) Fully reset the scanner settings

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  Open the Quick Start Guide that came with the scanner (CLICK HERE to view or print if you do not have it)

  
  
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  Find the section for “Useful Bar Codes” (page 10 in the link above)

  
  
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  Scan the barcode titled “Return to Factory Defaults”

  
  
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  Set the scanner back in the dock for several seconds to update after you scan

  
  
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  Next scan the barcode titled “Add Enter Key”

  
  
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  Again, set the scanner back in the dock for several seconds to update after you scan

  
  
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  Try scanning a tag after you scan both of those barcodes, and see if this resolves the issue. 

  
  

4) Double-check that the scanner is configured correctly

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  Open a text editor like Notepad (if you click the Windows "Start" button and search "notepad," it should be on your computer)

  
  
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  Scan a regular tag several times in a row. It should split each SKU onto a different line. It should NOT look like this:

  
  

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  If you see that the SKUs are all together in one line, scan the "Add Enter Key" barcode from the Quick Start Guide that came with the scanner 

  • Open the Quick Start Guide that came in the box (Click here to view and print if needed)
  • Find the section titled “Useful Bar Codes”
    • If your guide is a booklet, it will be on page 10
    • If your guide is a large folded sheet, it will be at the very top, in the middle
    • If you use the link above, it will be on page 10 - you may need to print that page and scan it, as it may not work to scan from a computer screen
    
    
  • Scan the barcode that says “Add Enter Key”. The scanner should beep after you scan.
  • Place the scanner back in the cradle for a few seconds to let it update and save the changes.
  • Go back to your text editor, and scan a few more barcodes. Ensure they are split up onto separate lines.
  
  
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  After you scan the "Add an Enter Key" barcode, place the scanner back in the dock for a few seconds to update. 

  
  
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  Try scanning a tag again and make sure it looks correct.

  
  

5) Check scanner cables

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  Follow the cable from the scanner base, and double-check that it is securely plugged into a USB port of the POS computer

  
  
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  Try unplugging the cable from the POS, and plugging it back in.

  
  
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  If this doesn't help, try plugging it into a different USB port on the back of the POS computer (or possibly moving it to a different POS computer) to test whether it will work when plugged in elsewhere

  
  

6) Remove the scanner battery

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  Take the scanner out of the dock and turn it upside down

  
  
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  Unscrew the screw on the bottom and remove the battery pack

  
  
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  Wait a few moments, and put the battery pack back in. Screw the base back securely, then try scanning again

  
  

If you continue to have issues, contact our team!

To reach us, use the chat within the ResaleAI app or email [email protected] to create a ticket!