FAQ & Troubleshooting

My scanner repeatedly displays Ticket Not Found.
  • Check DEVICE SETUP and confirm that the correct events are selected.
  • Check the Stats section to check the number of tickets on your device.
  • Reset your Wi-Fi connection and follow the DEVICE SETUP steps once again.
  • If using the camera to scan tickets, scan the 2D QR code instead of the 1D barcode. Depending on the autofocus capabilities of your scanning device, it may have difficulty identifying the 1D barcode.

My scanner displays Ticket Already Scanned on unscanned tickets.

Tap Settings and make sure that Checkout Mode is disabled.

My scanner’s camera isn’t focusing and won’t scan barcodes.
  • Position the viewfinder further from or nearer to the barcode itself.
  • If possible, attempt to scan the 2D QR code instead of the 1D barcode.
  • Tap the gear icon and activate the flashlight in low-light surroundings (on supported devices).
  • ​Some iOS devices allow you to manually focus the camera by tapping the screen while the camera is open.
  • ​If the ticket still cannot be read, use the Search option to locate and manually check in the ticket. 

My scan stats seem incorrect. / My scanner isn’t syncing to the system.
  • Confirm your Wi-Fi connection is working properly.
  • Visit Stats and tap Sync to force the device to sync all scan information with the system. Tap to visit another screen in the app, and revisit the Stats menu to see if the info has updated.
  • ​Return to the DEVICE SETUP menu and follow the steps to download your ticket information again.
  • Please note: Do not log out or reset the data until all data has synced.

I accidentally checked in extra tickets for an order with multiple tickets.

Tap Search and enter the relevant customer or order information. Once you have located the order, tap the tickets checked in by mistake and tap CHECK OUT.

Something else isn’t working.
  • Make sure you are using the most recent version of the ticket scanner application. If you are using a device with iOS 7 or newer, your app will update by default. Otherwise, you will need to visit the App Store and tap Updates to see if there is a new version of the app available.
  • Restart your device. If your iOS device is frozen, hold the Home and Lock buttons down until you receive the option to power off.
  • Delete and reinstall. For iOS devices, tap the icon until a small X appears; then tap that X to delete the app. Once you have removed the app from your device, you will need to download it once again from the App Store.
  • ​Contact your Account Manager if you still experience issues.

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