Troubleshooting
First checks
Escalation
Troubleshooting: Scanner Not Working
Use this guide when a barcode scanner, camera scan, mobile scan, asset label, bin label, or warehouse device does not work as expected.
Scanner issues can come from device battery, camera permission, Bluetooth pairing, damaged labels, wrong item barcode, offline sync, wrong warehouse context, or a user account without scanner access.
First Checks
- Confirm the device is charged, connected, and allowed to use camera or Bluetooth.
- Confirm you are signed into the correct organization, branch, warehouse, and user account.
- Clean or inspect the barcode, QR code, asset label, or bin label.
- Try scanning a known working label to check whether the device or one label is the issue.
- Search the item manually by name or SKU to confirm the item exists.
- Check whether the scan is saved, pending, failed, or waiting for sync.
Symptoms And Fixes
| Symptom | Likely Cause | What To Try |
|---|---|---|
| Nothing scans | Camera permission, Bluetooth pairing, battery, or device issue. | Check permissions, reconnect scanner, charge device, restart app. |
| Wrong item appears | Barcode assigned to wrong item or duplicate barcode. | Stop and report item, barcode, and expected item to admin. |
| Item not found | Barcode not saved on item, item inactive, wrong organization, or damaged label. | Search item manually and ask inventory admin to review barcode. |
| Scan saved but not visible | Offline sync pending or warehouse filter mismatch. | Check sync status and correct warehouse/location filter. |
| Scanner works for one user but not another | Role or warehouse permission issue. | Ask organization admin to review scanner and warehouse access. |
Offline Checks
- Confirm whether the scan can be saved offline.
- Do not repeat the same scan until you know whether it is pending or failed.
- Return online and check sync status before leaving the warehouse task.
- Record notes if the device was offline during receiving, transfer, count, or asset audit.
When To Escalate
- Many devices fail in the same warehouse.
- A barcode repeatedly opens the wrong item.
- Pending offline scans do not sync after reconnecting.
- Scanner failure blocks receiving, transfer, POS, or audit work.
Support format: Include device model, user, warehouse, barcode value, item expected, item shown, app version if known, offline status, and time of issue.
Support escalation
Open support guide
Need help with this topic?
Capture the module, record number, branch or warehouse, user, visible message, and what you expected to happen before contacting support.