Scanner Troubleshooting

If you are experiencing issues with your scanner, the troubleshooting guide below may help you fix the issue.

Generally, most scanner issues can be resolved by resetting the scanner.

Reset the scanner by unplugging it from the VisitorRego unit, then plugging it back in after five seconds.

The scanner is configured to run in serial emulation mode and should be assigned a COM port, however if the scanner is disconnected then reconnected, the COM port may be reassigned. Restart VisitorRego for the assigned COM port to be recognised.

In VisitorRego versions prior to V10, if the scanner is disconnected then reconnected and a new COM port assigned you will need to set the COM port in VisitorRego by following the instructions within knowledge base article How to Connect/Re-connect Scanner (Pre V10).

If the scanner is still not working after resetting, there are a number of things you can do to troubleshoot the problem further.

1. Check that the scanner is plugged in firmly at both ends.

2. Scan a barcode and take note of the lights on the scanner. Are they flashing? Are they blue or white?

3. Scan a barcode and check to see if the scanner beeps.

4. Open notepad and scan a barcode. If the scanned barcode displays as a number, then the scanner is not configured to run in serial emulation mode. Contact VisitorRego support to obtain the correct configuration barcodes needed to configure your scanner.

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