Barcode Scanner Troubleshooting

This guide will help you resolve issues you might encounter with your Socket barcode scanner. First time using the scanner? Visit our Barcode Scanner Setup article.

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

Table of Contents

Connection & Pairing Issues

This section covers connection issues that might appear after you’ve connected the scanner.

My 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. Press the Bluetooth info icon ('i') next to the Socket CHS device.
    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 'Socket CHS' in your Bluetooth settings to reconnect the scanner.

My scanner turns off automatically on its own.

A scanner that is not being charged will power off after 2 hours of inactivity if it is paired with an iPad 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. Open the iPad's 'Settings' app.
  3. Tap 'Bluetooth'.
    Click to Enlarge
  4. Check the Socket device’s status.
    Click to Enlarge
  5. Continue troubleshooting below based on the scanner's status.
    • If the scanner is ‘Connected’, it is ready to be used again with the register.
    • If the scanner is ‘Not Connected’, follow these steps to disconnect and re-pair it.
    • If there is no status next to the Socket device, tap on it to connect.
    • If the Socket device is not listed, toggle the Bluetooth setting on.

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 frequently (nearly every 10 minutes).

If your Bluetooth devices frequently disconnect, go through these troubleshooting suggestions to try and understand why the iPad is struggling to maintain a strong connection.

  1. Turn off the iPad's auto-lock if it's still on. Follow the steps here to do so.
  2. Check your iPad's model.

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

I can't pair my scanner with another iPad.

Scanners only connect to one device at a time. Reset it to its factory settings to pair with another iPad.

  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 iPad.
    You can also scan the Factory Reset barcode from the owner’s manual.
    View the barcodes here:

I still can't connect my scanner.

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

Scanning Issues

Having problems with the 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 with the iPad and communicating with ShopKeep from inside the register app.

  1. In ShopKeep, tap the item search field and scan a barcode.
    Click to Enlarge
  2. If numbers appear in the search field, follow the bullets below this step. Otherwise, skip to step 3.
    • In BackOffice, open the Items List and search for the number from the register.
    • If an item appears on the Items List, return to the register and tap ‘Get Updates’ on the Control Panel. Then, go to the Transaction screen and scan the item.
    • If no item appears on the Items 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.
    • Unpair the scanner from the register.
    • Toggle the Bluetooth setting off, then back on.
    • Re-pair the scanner with the register.
    • In ShopKeep, go to the Transaction screen and scan the item. If nothing happens, restart troubleshooting from step 1.

The iPad's keyboard/keypad won't pop up.

Are you using a barcode scanner? Double-tap the small power button on top of the scanner to open the iPad’s onscreen keyboard. For a long term solution, put your scanner into iOS mode.

Scanner Modes

Print and scan the barcodes below to quickly switch the mode your scanner is in.

Click to Enlarge
Click to Enlarge

Miscellaneous Issues

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

Not to worry, just visit one of the guides below for help:

  • Charging Cradle Troubleshooting
  • QX Stand Troubleshooting
  • I need to factory reset my scanner or change its connection mode.

    First, remove the scanner’s battery cover to locate its model number and determine which set of barcodes you need. The command barcodes need to be printed and cannot be scanned from a screen.

    If changing the scanner’s mode, forget the device on your iPad, scan the barcode, and reconnect it.

    View barcodes here:

  • 7Mi/7Ci 1D Scanner
  • 7Qi 2D Scanner
  • The scanner has a number of indicator lights and beeps to indicate powering off and on, if it’s connected to a computer, or if it’s successfully scanning a barcode, among other things. Follow the quick guide below to translate indicator lights and beeps.

    Click to Enlarge

    • Help us improve ShopKeep Support. Was this article helpful?
    • YES   NO