Barcode Scanner Troubleshooting

This guide will help you resolve issues you might encounter with Socket Bluetooth Barcode Scanners, The Mini USB Barcode Scanner, or Zebra USB Barcode Scanners. First time using a scanner? Find the setup guide for your specific model on our Hardware support page.

If you’re having trouble printing barcode labels, visit DYMO LabelWriter Troubleshooting instead.

Table of Contents

Bluetooth Connection & Pairing Issues

This section covers connection issues that might appear after you’ve connected a Socket Bluetooth scanner.

The scanner does not appear in my iOS Bluetooth settings.

This issue occurs if Bluetooth is not enabled on the iPad, the scanner is powered off, or the scanner was previously connected to an Android tablet and was not reset to factory settings before attempting to pair it with the iPad.

  1. On the iPad, verify that ‘Bluetooth’ is toggled on.
    Click to Enlarge
  2. Make sure the scanner is powered on.
  3. If the scanner was previously paired with an Android register, scan the factory reset barcode to reset the scanner's settings.

    After scanning the barcode, the scanner will beep 8 times and automatically power off. Power the scanner back on, then follow the steps here to pair the scanner with the iPad.

My iOS Bluetooth settings say the scanner is “Not Connected.”

Make sure the scanner is powered on and near the iPad, then follow the steps below.

  1. On the iPad, open Settings and tap 'Bluetooth'.
  2. Tap the blue ⓘ next to the Socket scanner.
    Click to Enlarge
  3. Tap 'Forget This Device', then 'OK'.
  4. Power the scanner OFF and then back ON to get the device to reappear in your Bluetooth settings.
  5. Tap the 'Socket’ device in your Bluetooth settings to reconnect the scanner.

My scanner turns off automatically on its own.

A scanner that is not being charged will automatically power off after 2 hours of inactivity if it is paired with an iPad or Android tablet or after 5 minutes if it is unpaired. Follow these steps to power the scanner back on and, if needed, re-pair it.

  1. Hold the power button to turn on the scanner.
  2. Make sure the Bluetooth light on the scanner is solid.

    A solid light indicates the scanner is paired with an iPad or Android tablet.

  3. If the Bluetooth light is not solid, follow the steps here to re-pair the scanner.

To prevent the scanner from turning off in the future, keep it connected to power when not in use.

My scanner and Bluetooth card reader disconnect from my iPad frequently.

If Bluetooth devices frequently disconnect from your iPad, go through these troubleshooting steps to try and understand why the iPad is not staying connected.

  1. Follow the steps here to turn off the ‘Auto-Lock’ setting.

    Some Bluetooth devices will disconnect if the iPad goes to sleep.

  2. Check your iPad's model.

    Older iPads may struggle to hold a Bluetooth connection. Follow the steps here to check the iPad’s model.

I want to connect my Bluetooth scanner to a different register.

The scanner can only connect to one device at a time and will not work with a new register until it is manually connected to that one. To change which register uses the scanner, unpair it from the device it is currently connected to, then pair it with a different register.

  1. Unpair the scanner from the register it is currently connected to.

    Don’t have access to this register? Scan the factory reset barcode to reset the scanner to factory settings.

  2. If switching from an Android register to an iOS register, scan the factory reset barcode to reset the scanner to factory settings.

    Failure to complete this step will prevent the scanner from appearing in Bluetooth settings on the iPad.

  3. Pair the scanner with another register.

How do I unpair my scanner without the register it was last paired with?

If you got rid of your existing register without first unpairing the scanner, reset the scanner to factory settings to be able to pair it with another iPad or Android tablet.

  1. Hold the large scan button until the laser disappears.
  2. While continuing to hold the scan button, tap the small power button once.
  3. Keep holding the scan button until you hear the scanner beep.
  4. Release the scan button. The scanner will beep 5 times and turn off.
  5. Power the scanner back on and pair it with your register.

Having trouble with the steps above? You can also scan the Factory Reset barcode from the owner’s manual to reset the scanner.

I need to factory reset my scanner or change its connection mode.

Unpair the scanner, then scan one of the command barcodes to reset the scanner to factory settings or change the connection mode.

  1. Follow the steps here to unpair the scanner from your register.
  2. Print and scan the relevant barcode for changing the scanner’s mode or resetting it.

I still can't connect my scanner.

If you are still having trouble connecting your barcode scanner, download the Socket Mobile Companion app for iOS or Android or contact Socket Mobile Support for additional troubleshooting help.

Scanning Issues

Having problems with a Bluetooth or USB scanner after you’ve connected it? We’ve got you covered.

Items don't appear on the register when I scan them.

Check to see if your scanner is actually paired or connected to the register and communicating with the ShopKeep Register app.

  1. In ShopKeep, tap the search button, then scan a barcode.

  2. If numbers appear in the search field, follow the bullets below this step. Otherwise, skip to step 3.
    • Open the Item List and search for the UPC code of the item.
    • If an item appears on the Item List, get updates on the iOS or Android register, then go to the New Sale screen and scan the item.
    • If no item appears on the Item List, it means the scanned UPC is not associated with an item in inventory. Either add a new item with that UPC or enter the UPC for an existing item. If the item’s barcode was printed using ShopKeep Label Printing, print a new label for the item.
  3. If numbers do not appear in the search field, follow the bullets below this step.

    For Socket Bluetooth Barcode Scanners:

    • Unpair the scanner from the register.
    • Toggle the Bluetooth setting off, then back on.
    • Re-pair the scanner with the register.
    • If using the scanner with the iOS ShopKeep Register app, open the iPad Settings app, tap ‘ShopKeep’, then toggle on ‘Bluetooth’ to enable Bluetooth access for ShopKeep.
    • In ShopKeep, go to the New Sale screen and scan the item. If nothing happens, complete the bullets under step 2 above.

    For The Mini USB Barcode Scanner and Zebra USB Barcode Scanners:

    • Unplug the scanner from the register.
    • Reconnect the scanner by following the steps in its setup guide:
    • If using a Zebra USB Barcode Scanner with the Android ShopKeep Register app, follow steps 5 – 11 here in ShopKeep to scan the setup barcode.
    • In ShopKeep, go to the New Sale screen and scan the item. If nothing happens, complete the bullets under step 2 above.
    • If using a Zebra USB Barcode Scanner and the problem continues, update the ShopKeep Register app.

The register's keyboard or keypad won't pop up.

By default, the on-screen keyboard is hidden when a barcode scanner is first connected but can be easily revealed as needed.

  1. If using the ShopKeep Register for iOS, tap and hold the arrow in the bottom-right corner to manually open the keyboard.
    • Once opened manually, the keyboard will automatically open in the future when a text box is selected on the iPad.
    • Using a Socket Bluetooth scanner? Double-tap the small power button on top of the scanner to toggle the keyboard or put the scanner into Application Mode for iOS devices.
    Click to Enlarge
  2. If using the ShopKeep Register for Android, follow the steps below to enable the on-screen keyboard.

    These steps show how to enable the keyboard on our supported Samsung Galaxy Tab A (2019) tablet, but steps for other devices may vary. If you need help, contact your device manufacturer or visit Android support.

    a Open the ‘Settings’ app.
    Click to Enlarge
    b Tap ‘General Management’.
    Click to Enlarge
    c Select ‘Language and input’.
    Click to Enlarge
    d Tap ‘Default Keyboard’.
    Click to Enlarge
    e Toggle ‘On-screen keyboard’ on.
    Click to Enlarge

After scanning a customer’s ID, driver's license, or passport I am not prompted to verify the customer’s information.

This issue may occur if you scan the wrong barcode, are not using a supported scanner model, or if the Socket S740 scanner is not in Application mode.

  1. Make sure you are scanning the correct part of the customer’s ID, driver’s license, or passport.

    Not sure what to scan? See our example here.

  2. If the customer’s ID has multiple barcodes, cover the incorrect barcode while scanning the correct one.
  3. If scanning an ID or driver's license, make sure you are using either the Socket S740, Zebra DS2208, or Zebra DS4608 2D barcode scanner.

    Other barcode scanner models are not supported for scanning IDs.

  4. If scanning a passport, make sure you are using the Zebra DS4608 2D barcode scanner and have scanned the setup barcode for iOS (step 7) or Android (steps 5 - 11).

    Other barcode scanner models are not supported for scanning passports.

  5. Update the ShopKeep Register app.

    For help updating ShopKeep, visit one of the following articles:

  6. If the problem persists while using the Socket S740, follow the additional steps below.
    a Unpair the scanner from the register.
    b If using the iOS ShopKeep Register app, scan the barcode for Application Mode on page 15 here.
    c Re-pair the scanner with the iPad.

Miscellaneous Issues

I want to connect my USB scanner to a different register.

USB scanners can only connect to one register at a time. To switch which register uses the scanner, unplug it from the current register and connect it to a different one.

  1. Disconnect the scanner from the register it is currently connected to.
    • For iOS registers, unplug the Lightning to USB adapter from the charging port on the iPad.
    • For Android registers, unplug the USB hub from the charging port on the register (if using a hub) or unplug the scanner directly from the register itself.
  2. Plug the Lightning to USB adapter, USB hub, or scanner itself into the new register.

    For help completing this step, visit our Zebra USB Scanner Setup article.

I'm having issues with my charging dock, cradle, or QX stand.

Not to worry, just visit our Socket Scanner Accessories Troubleshooting guide for help.

Scanners light up and beep in a number of ways to indicate when they turn off and on, connect to a device, or successfully scan a barcode, among other things. A full explanation of the status indicators on Socket Bluetooth scanners can be found in the manuals below:

  • S700 Scanner Guide (pages 25 – 28)
  • S730 Scanner Guide (pages 23 – 26)
  • S740 Scanner Guide (pages 25 – 28)
  • "Cannot Use Accessory. This accessory requires too much power."

    This error appears when connecting a USB barcode scanner to the iPad register without first connecting the Lightning to USB adapter to an iPad charger.

    1. Tap 'OK' to dismiss the error.
      Click to Enlarge
    2. Plug a Lightning cable into the Lightning to USB Adapter.
      Click to Enlarge
    3. Plug the USB end of the Lightning cable into an iPad power adapter.

      Be sure to use the power adapter that came with the iPad. Other adapters may not provide enough energy to charge the iPad and power the scanner.

    4. Plug the power adapter into a power outlet.