Ticket scanners, like any pieces of hardware, are unlikely to work 100% of the time. While problems should hopefully be rare, we’ve gathered together some of the common issues you might face to help you troubleshoot, in the event that you’re struggling to get your scanners working as expected. This article deals with troubleshooting Saveo scanners and the latest version of the Spektrix Scanning Interface. If you use the original scanning solution, with an app installed on iPod Touch devices, please get in touch with the Spektrix Support team for more details.
This article is intended to be your first port of call, a resource that you can use to try and resolve any issues with your scanners. If you're setting scanners up for the first time we would recommend you start with this article first. If the problem you’re seeing isn’t listed here, or if you’ve followed these steps and you’re still having problems, please do get in touch with the Spektrix Support team.
Although Spektrix doesn’t produce scanners, we will always be on hand to help fix any issues you encounter with them. In some cases we may need to refer the scanner’s manufacturer or stockist, but please check with us as your first line of support.
We support two types of scanners, made by Saveo and Zebra. The troubleshooting advice will be slightly different depending on which of these you use, so we would suggest you skip straight to the relevant section based on the type of scanner you have:
NOTE: unlike other hardware used in conjunction with Spektrix, scanners don’t rely on the Box Office App in any way. They work by accessing a custom Spektrix interface via any web browser on the handset they’re paired with.
Check these suggestions for common problems you might encounter with Saveo scanners.
My scanner doesn’t work. The scanner itself never produces a red beam to scan the barcodes
If the scanner is completely unresponsive, it may be switched off. The power button is on the base of the scanner handle, in a recess next to the charging contacts:
Using a paperclip (we find this works better than a pen), press and hold this button until the scanner makes a notification sound. This means it is now switched on. Check that the button remains depressed when you release it.
My scanner and phone never seem to charge, even if plugged in
If you’re plugging your charging dock into a PC, make sure you aren’t overloading the PC with too many devices. Having too many devices plugged into the same PC can mean that the scanner and the attached phone can't draw enough power to charge. You’ll also need to check that the scanner is set to Charge Mode, using the switch above the scanner handle:
NOTE: the scanner base only provides a very slow trickle charge to the phone handset, if it’s plugged in. If the handset needs to be recharged, it would be better to do this separately where possible.
My scanner seems to be scanning items successfully, but the screen on the phone doesn’t respond
This could be because the scanner is not in the correct mode - it has a Charge Mode (C) and an Operation Mode (O). In order to scan tickets it will need to be in Operation Mode. You can select this using the switch located above the scanner handle:
If the scanner is already in the correct mode, it may mean that the scanner is working, but the connection between the scanner and the phone is not configured properly. Try resetting the scanner to its default configuration, before completing the set-up process again. You can reset the scanner by scanning the following 4 barcodes in order:
If you’re unable to scan these from the screen, the barcodes are also printed in the Saveo Quick Guide, downloadable as a pdf here.
Once the scanner is reset, you can follow this article to complete the set-up process.
Check these suggestions for common problems you might encounter with Zebra scanners.
If the scanner is completely unresponsive, it may be switched off. The power button is placed at the top right of the scanner and needs to be held down for approximately 3 seconds for the scanner to switch on. You should feel a small vibration if the scanner is powering on. Here’s a visual guide to the anatomy of a Zebra scanner:
My tickets aren’t scanning and I’m having to enter in barcodes manually
This could be to do with the default scanning settings being set up incorrectly. To check the settings, open the DataWedge application (from the Home screen or All Apps) then go to Spektrix Wedge and scroll down to the Keystroke Output subheading.
Make sure the following settings are correct:
- Enabled: checked
- Inter character delay: 1ms
Once you have checked this, scroll to the bottom of the app list and select Basic data formatting:
Make sure that the following settings are correct:
- Enable: checked
- Send data: checked
- Send ENTER key: checked
You can also check the Zebra website, which has a range of manuals and useful resources about these scanners.
If you have any further questions about how to troubleshoot a ticket scanner, please don't hesitate to get in touch with the Spektrix Support team.