FAQs & Troubleshooting

Possible Cause:

Solution:

Your batteries need to be reset.

Remove the batteries from your reader, leave them out for 10 minutes, and re-insert and recharge the scanner overnight.

Possible Cause:

Solution:

The reader is being charged incorrectly.

Important! - Charging your reader using an incorrect source (such as a computer USB port) will not provide enough current to charge the reader. This may result in the reader registering as having more charge than it does and shutting down.

We recommend charging your reader using a suitable AC Power Adapter.

Possible Cause:

Solution:

Your reader has not been used in 2 hours. By default, the reader powers off and disconnects after 2 hours of no activity.

Turn off your host device's Bluetooth, then scan the "reader is always on" barcode below to configure your reader (barcode readers only).

Possible Cause:

Solution:

Although your device says it's connected, you are in the wrong mode.

If you are scanning into an application such as Shopify, Square, or Zettle by Paypal, restart the host device and pair your reader to your host in Application Mode using the Socket Mobile Companion App.

Watch: How to pair Using Companion App.

If you are scanning into an application such as Notes, MS Word, MS Excel, or into a text field in a web browser, please follow these instructions.

Possible Cause:

Solution:

The barcode reader is too close / too far from the barcode, or the scanning angle is incorrect.

Practice scanning barcodes from different distances and angles.

Reading distance may vary according to barcode size and aspect ratio, symbology, label type, and reading angle.

Possible Cause:

Solution:

The barcode is either incorrectly formatted, damaged, or badly printed.

Try to scan a barcode that is correctly formatted, clearly printed, and of good quality.

Possible Cause:

Solution:

The symbology function is disabled or not supported by the barcode reader.

Enable symbology.

If you don't know the barcode symbology, please contact us at support@socketmobile.com.

Possible Cause:

Solution:

No application is activated to receive scanned data.

Open an application (e.g., Notes). Position the cursor where you wish to enter data and try scanning again.

Possible cause:

Solution:

Your software application or device's operating system may have updated in the background, or your device may be older and struggling to maintain a Bluetooth connection.

1. Force close your software application and relaunch it
2. If relaunching your software application doesn't resolve the issue, reset/restart your device

Possible cause:

Solution:

Your iPad/tablet's Auto-lock feature is enabled.

Disable iPad/tablet's auto-lock feature.

Possible Cause:

Solution:

The reader is already paired with another host device.

Unpair the reader. Then, pair the reader and the new host device.

Possible Cause:

Solution:

The host device is too far from the reader.

Move the devices closer together. The Bluetooth range is within 33 feet (10 meters) of the host device.

Possible Cause:

Solution:

The reader is not powered on.

Power on the reader.

Possible Cause:

Solution:

Your host device does not have Bluetooth enabled.

Enable Bluetooth on your device.

Possible Cause:

Solution:

Your batteries need to be reset.

Remove the battery cover from the back of the data reader, extract the batteries, then set them aside for 10 minutes. Re-insert the batteries, replace the battery door, and charge until the battery indicator light turns green (may take up to 6 hours).

Possible Cause:

Solution:

Your batteries need replacing.

Remove the battery cover from the back of the barcode reader, extract the batteries, then replace them with 2 x AA Rechargeable NiMH batteries. Replace the battery door and charge until the battery indicator light turns green (may take up to 6 hours).