If your scanner isn't reading barcodes or has stopped working, this can slow down your checkout process.
Follow the troubleshooting steps below to quickly identify and resolve common scanner problems:
Check the power and connections
Ensure your scanner is powered on and all cables are securely connected. For wired scanners, check the USB or serial cable is firmly attached to both the scanner and the till. For wireless scanners, verify the base station is plugged in and powered on.
Check the battery (for wireless scanners)
If you're using a wireless scanner, ensure it's properly charged. Place the scanner in its charging cradle and look for charging indicator lights. Try using the scanner while it's in the cradle if possible.
Clean the scanner window
Dirt, dust, or residue on the scanner window can prevent it from reading barcodes. Gently clean the scanner lens with a soft, lint-free cloth. Avoid using harsh chemicals or abrasive materials.
Test with different barcodes
Try scanning several different barcodes to determine if the issue is with specific barcodes or the scanner itself. Test with barcodes you know have worked previously. Ensure the barcode isn't damaged, faded, or wrinkled.
Check the scanning distance and angle
Hold the scanner at the recommended distance from the barcode (usually 4-8 inches). Ensure you're holding it at a slight angle rather than directly perpendicular to avoid glare. Move the scanner slightly closer or further away to find the optimal reading distance.
Verify the scanner trigger or button
Press the scanner trigger or button fully and hold it while positioning the scanner over the barcode. You should hear a beep or see a light when the barcode is successfully read.
Restart the scanner and till
Disconnect the scanner from the till (or remove it from the charging base for wireless models), wait 30 seconds, then reconnect or replace it. If that doesn't work, restart your till system to re-establish the connection.
Check scanner settings
Verify that your scanner is properly configured in your till system settings. Ensure it's recognised as a connected device and set as the active input method for barcode scanning.
If your scanner still isn't working after following these steps, raise a support case with our team. Provide the following information:
Your scanner model and serial number.
Whether it's a wired or wireless scanner.
If the scanner makes any sounds or shows any lights.
Whether the issue affects all barcodes or only specific ones.
Any error messages displayed on your till.
The troubleshooting steps you've already completed.