AWRA Help Center

Troubleshooting Scanner Not Working

Scanner problems can be caused by battery level, Bluetooth pairing, camera permissions, damaged labels, poor lighting, unsupported barcode formats, offline mode, or a mismatch between the scanned code and the item record in AWRA.

First Checks

1. Confirm the scanner or mobile device has enough battery and is connected.
2. Check Bluetooth pairing or camera permission depending on the scanner type.
3. Clean the label and scanner lens, then scan under better lighting.
4. Confirm the item barcode, QR code, or serial number exists on the correct item record.
5. Try scanning a known working item to separate device issues from label issues.
6. If working offline, confirm the mobile app has recently synced the needed item list.

Escalate With

• Device name, scanner model, user, warehouse, and time of failure.
• The scanned code value if visible.
• Whether the issue affects one label, one item type, or all scans.
• Photos of damaged labels or screenshots of the error message.