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.

My 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. Press the blue ⓘ next to the Socket scanner.
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  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 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'.
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  4. Check the Socket device’s status.
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  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 want to connect my scanner to a different iPad.

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

  1. Unpair the scanner from the iPad it is currently paired with.

    Don’t have access to this iPad? Follow the steps below to reset the scanner to factory settings instead.

  2. Pair the scanner with another iPad.

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

If you get rid of your existing iPad without first unpairing the scanner, reset the scanner to factory settings to be able to pair it 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.

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

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.

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 its connection mode.

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

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 or connected to the iPad and communicating with ShopKeep from inside the register app.

  1. In ShopKeep, tap the item search field and scan a barcode.
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  2. If numbers appear in the search field, follow the bullets below this step. Otherwise, skip to step 3.
    • In BackOffice, open the Item List and search for the UPC code of the item.
    • 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.

    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.
    • In ShopKeep, go to the Transaction screen and scan the item. If nothing happens, complete the bullets under step 2.

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

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.
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    b Tap ‘General Management’.
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    c Select ‘Language and input’.
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    d Tap ‘Default Keyboard’.
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    e Toggle ‘On-screen keyboard’ on.
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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 enabled passport scanning.

    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 iPad.
    b Scan the barcode for Application Mode on page 15 here.
    c Re-pair the scanner with the iPad.

Miscellaneous Issues

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 23 – 26)
  • 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.
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    2. Plug a Lightning cable into the Lightning to USB Adapter.
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    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.