Troubleshooting the Socket Mobile 2D scanner

If Shopify POS discovers your Socket Mobile 2D scanner, but the scanner doesn't connect, then troubleshoot with the following steps:

• Turn Bluetooth off and then on again.
• Reboot your device.
• Confirm that you've scanned the correct barcode for setting up the scanner. The 1D barcode sets the scanner to iOS mode to work with your iPad. If you didn't hear the three beeps when you scanned the barcode, or if you accidentally scanned the 2D barcode, then the scanner isn't in iOS mode. Unpair the scanner, and then pair it again.

If your scanner still doesn't connect, then reset the Bluetooth settings on your device.

Reset your Bluetooth settings

Reset your POS device's bluetooth settings by watching the video tutorial or following the written steps.

If your Socket Mobile 2D scanner is connected in your device's bluetooth settings, but is stuck on the "Connecting scanner" screen in Shopify POS, then troubleshoot with the following steps.

Steps:

1. Cancel the pairing process.
2. In your device's Bluetooth settings, remove the scanner.
3. Turn Bluetooth off, and then turn it on again.
4. Pair the scanner again.

If you're still experiencing issues, then try resetting your scanner. and then pairing again.

If you have issues scanning barcodes into the cart with your Socket Mobile 2D scanner, then troubleshoot with the following steps:

• Force close Shopify POS and then re-open it.

• Toggle Bluetooth off and then on in your device's settings.

• Make sure that you scan barcodes into the Shopify POS cart. If you tap into the search bar and then scan, then Shopify POS searches for the product and doesn't add the product to the cart.

• Confirm that you scan a supported barcode type.

• Test whether the scanner recognizes any barcodes by scanning the barcode of a nearby item that isn't one of your store's products. If your scanner is paired correctly, then an Unrecognized barcode error displays in Shopify POS. If the error displays, then continue onto the next steps. If the error doesn't display, then unpair the scanner from your device, and then pair them again.

• Confirm that the scanner displays as paired in the Connectivity menu by tapping . If the scanner doesn't appear as connected, then go to your device's Bluetooth settings and forget the scanner. Then pair the scanner with your device again.

• Scan the barcode with your device's camera. If your device doesn't scan the barcode, then there might be an issue with the barcode label or the barcode number and you can troubleshoot with the following steps:

  • Check the product's visibility in your Shopify admin. The product must be set as active and available on the Point of Sales channel.
  • Make sure that the number on the barcode label matches the product's barcode number in your Shopify admin. If there's extra zeros or special characters at the beginning or end of the number, then delete them and try again.
  • Make sure that the barcode number in the Shopify admin product page is in the Barcode field and not in the Sku field.

If your Socket Mobile 2D scanner isn't scanning as quickly as you want it to, then troubleshoot with the following steps:

• Confirm that your scanner is within its designated range of 33 feet. The distance between the scanner and your device can affect scanning speed.
• Restart your device.

If your Socket Mobile 2D scanner isn't scanning barcodes automatically, then your scanner might not be in "Auto scan" mode. Follow the steps to configure your scanner into "Auto scan" mode.

Steps:

1. Unpair your scanner from your device.
2. Factory reset the barcode scanner.
3. Put the scanner in HID (Keyboard) mode.
4. Scan the Auto scan barcode below. The scanner light stays on afterwards.
5. Pair the scanner using the device's Bluetooth settings, not from the POS app.
6. Activate HID mode on the POS app.

If the scan is successful, then the scanner beeps 3 times. If the scanner doesn't beep 3 times, then disconnect from your device's Bluetooth and try scanning the "Auto scan" barcode again.

The Socket Mobile scanner powers off and disconnects after 2 hours of no activity by default. Turn off your device's Bluetooth, then scan the "scanner is always on" barcode to configure your scanner, so it doesn't turn off automatically:

After scanning the barcode, turn Bluetooth back on and make sure your scanner appears as connected.

If your Socket Mobile 2D scanner still powers off, doesn't power on, or doesn't hold the charge, then troubleshoot with the following steps:

• Factory reset your scanner.
• Reset your batteries. Remove the battery cover from the back of the data reader, take out the batteries, and set them aside for 10 minutes. Re-insert the batteries, replace the battery door, and charge the scanner until the battery indicator light turns green. Charging might take up to six hours.
• Confirm that your scanner is being charged with a suitable AC Power adapter. Charging your scanner using an incorrect source, such as a computer USB port, doesn't provide enough current to charge the scanner. This might result in the scanner registering as having more charge than it does and shutting down.

If troubleshooting doesn't resolve the issue, then you might need to replace the batteries. The scanner includes two pre-installed AA NiMH rechargeable batteries. These batteries recharge using the provided USB power cable, or through a scanner cradle. The batteries aren't removed for the charging process.

If your charging dock isn't charging your Socket Mobile scanner, then troubleshoot with the following steps:

• Confirm the charging cable is plugged in securely:

• Confirm the charging pins are fully inserted into the scanner's charging ports and make contact with the scanner's charging pins:

• Confirm the screw on the battery door is tight and the battery door is closed:

• Confirm there's a green LED on the charging dock. If there isn’t, then the charging cable might not be fully inserted into the charging port on the dock.

If there's no green light on the charging dock, then remove the cable from the dock and insert it directly into the charging port on the side of the scanner.

If the scanner starts to charge, then the charging dock is most likely defective. If the scanner doesn't start to charge, then the charging cable is most likely defective.

If the scanner still doesn't charge, then plug the power adapter into a different power outlet. If the scanner charges when plugged into a new outlet, then the first power outlet might not be producing power.

If your Socket Mobile 2D scanner gets too hot when charging, then unplug the scanner. Charging might make your scanner warm, but if it feels hot to the touch, then you need to immediately disconnect it from its power source and then contact the Socket Mobile Support Team.

If your Socket Mobile 2D scanner randomly turns off when you press the scan button then try the following troubleshooting steps.

Steps:

1. Remove the battery door from the scanner and take out the batteries.
2. Leave the batteries outside the scanner for 15-20 minutes.
3. Re-insert the batteries and charge the scanner until the battery light turns green.
4. Charge the scanner fully.

If the issue continues, then replace the scanner's batteries.