Scanner Troubleshooting

Scanner Troubleshooting

If you are experiencing issues with your scanner, such as when scanning a label to sign out and the scanner does not respond, this troubleshooting guide can help you resolve the problem.


Resetting the Scanner

Most scanner issues can be resolved by resetting the scanner.

To reset the scanner:
  1. Unplug the scanner’s USB plug from the USB hub of your VisitorRego unit, or directly from the device itself (depending on the model type).
  2. Wait five seconds, then plug it back in.
  3. Restart VisitorRego or the device itself to ensure the scanner is detected correctly.

Notes
On some VisitorRego units, the USB hub is located inside the enclosure. In these cases, you’ll need to unlock the enclosure to access it.

If the scanner issue persists, try unplugging the USB hub itself from the USB extension cable, then plug it back in and restart VisitorRego.


Info
When a scanner is disconnected and reconnected, the assigned COM port may change. Restarting VisitorRego (or the device) allows the software to automatically detect and use the newly assigned COM port.


Additional Troubleshooting Steps

If the scanner is still not working after resetting, try the following checks:
  1. Check physical connections: Ensure the scanner is plugged in firmly at both ends.
  2. Check scanner lights: Scan a barcode and observe the lights. Are they flashing? Are they red or white?
  3. Check for sound: Does the scanner beep when scanning?
  4. Test in Notepad: Open Notepad and scan a barcode. If the scanned barcode displays as numbers or characters, the scanner is not running in serial emulation mode. Contact VisitorRego Support for the configuration barcodes required to correctly set up your scanner.


Unintended Double-Scanning During Sign Out

If visitors appear to be signed in again immediately after signing out, this usually means the scanner is detecting multiple reads of the same barcode too quickly. In other words, the scanner sensitivity or scan repeat rate is too high.

If this occurs, please contact VisitorRego Support. We can provide a scanner configuration barcode that applies a short delay between scans, preventing the system from registering two scans in quick succession.