Below are the most commonly reported issues, along with their resolutions.
My reader isn’t found when I try to pair it in Companion.
Power on the reader
Press and hold the scan button and power button simultaneously until the barcode reader plays 3 tones and shuts down.
Watch:
Open Settings > Bluetooth on your Apple or Android device
Find your data reader and select "Forget/Delete/Unpair This Device" to remove the reader
Power the reader back on and attempt pairing again
My reader scans perfectly into my tablet-based POS application but not into a web-based inventory management application.
The Problem:
Most supported applications, such as Lightspeed, Shopify, Square, etc., require our scanners to connect to tablets in Application Mode. However, in many instances, corresponding web-based inventory software require scanners to connect in Basic Keyboard Mode. Previously, the workaround required resetting the scanner each time you needed to change applications and pair it in the required mode.
The Solution:
Our SM Keyboard app allows you to remain in Application Mode for both POS and inventory without resetting and re-pair the scanner.
Instructions for IOS
Step 1: (Skip if you haven't previously paired a scanner.) Go into Bluetooth settings on your iPad and forget the scanner
Step 2: Download and install the Socket Mobile Companion app and add your reader. (Skip if you've already done this)
Step 3: Download and install the SM Keyboard application
Open the app and follow the ‘Take Me There' link to the iPad/iPhone Keyboard Settings
Toggle ‘Allow Full Access' and exit out of Settings
Step 4: Open Socket Mobile Companion and add your scanner in ‘Add a Reader'. (Skip if you've already done this)
Step 5: Open your web-based application and make sure the keyboard is visible by selecting a text input field
Step 6: In the bottom left-hand corner should be a globe – press and hold it and then select SM Keyboard
Step 7: The on-screen keyboard will change to our keyboard and the scanner should show as connected
You should now be able to switch between POS and your web-based application without having to reset the scanner each time.
My reader turns off randomly on its own.
Possible Cause:
Solution:
Your batteries need to be reset.
Remove the batteries from your reader, leave them out for 10 minutes, and re-insert and recharge the scanner overnight.
Possible Cause:
Solution:
The reader is being charged incorrectly.
Important! - Charging your reader using an incorrect source (such as a computer USB port) will not provide enough current to charge the reader. This may result in the reader registering as having more charge than it does and shutting down.
We recommend charging your reader using a suitable AC Power Adapter.
Possible Cause:
Solution:
Your reader has not been used in 2 hours. By default, the reader powers off and disconnects after 2 hours of no activity.
Turn off your host device's Bluetooth, then scan the "reader is always on" barcode below to configure your reader (barcode readers only).
When I read a barcode or NFC tag, no data appears on my screen.
Possible Cause:
Solution:
Although your device says it's connected, you are in the wrong mode.
If you are scanning into an application such as Shopify, Square, or Zettle by Paypal, restart the host device and pair your reader to your host in Application Mode using the Socket Mobile Companion App.
No application is activated to receive scanned data.
Open an application (e.g., Notes). Position the cursor where you wish to enter data and try scanning again.
My reader frequently disconnects from Bluetooth.
Possible cause:
Solution:
Your software application or device's operating system may have updated in the background, or your device may be older and struggling to maintain a Bluetooth connection.
Force close your software application and relaunch it
If relaunching your software application doesn't resolve the issue, reset/restart your device
Possible cause:
Solution:
Your iPad/tablet's Auto-lock feature is enabled.
Disable iPad/tablet's auto-lock feature.
My host device cannot find the reader.
Possible Cause:
Solution:
The reader is already paired with another host device.
Move the devices closer together. The Bluetooth range is within 33 feet (10 meters) of the host device.
Possible Cause:
Solution:
The reader is not powered on.
Power on the reader.
Possible Cause:
Solution:
Your host device does not have Bluetooth enabled.
Enable Bluetooth on your device.
My reader is not holding a charge.
Possible Cause:
Solution:
Your batteries need to be reset.
Remove the battery cover from the back of the data reader, extract the batteries, then set them aside for 10 minutes. Re-insert the batteries, replace the battery door, and charge until the battery indicator light turns green (may take up to 6 hours).
Possible Cause:
Solution:
Your batteries need replacing.
Remove the battery cover from the back of the barcode reader, extract the batteries, then replace them with 2 x AA Rechargeable NiMH batteries. Replace the battery door and charge until the battery indicator light turns green (may take up to 6 hours).
Did you know...
42% of all sudden Bluetooth and connectivity issues reported are caused by the tablet or software being updated in the background? A simple restart of the tablet normally fixes the issue. Worth a try!
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