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Troubleshooting a Zebra TC21 and TC26 Ticket Scanner

Dave McNamara
Dave McNamara
  • Updated

This article is for Spektrix users who use Zebra Ticket Scanners to scan tickets. It will help you troubleshoot issues you might encounter while using Zebra TC21 and Zebra TC26 Ticket Scanners, ranging from charging the battery to connecting to the internet and scanning tickets. 

 

TC21-front.jpg

Before you read this article make sure you’re familiar with:

 

If you’re using a Zebra TC22 or TC27 Ticket Scanner, please refer to this article:

 

You can work through this article in order, or go to the section most relevant to your issue:

 

Before you troubleshoot, start with the following initial checks. These can often save you time.

Initial Checks

  1. Is the scanner powered on?
  2. Is the battery fully charged?
  3. Is the battery properly inserted?
  4. Is the scanner connected to Wi-Fi or 4G?
  5. Is the scanner free of dust and debris?
  6. Is the volume turned up?

 

Device Issues

You may sometimes encounter issues when using a Zebra Ticket Scanner. Clicking on the box relevant to your issue will help you understand why each issue occurs and how to resolve it:

  • If the LED on your scanner slowly blinks red every four seconds, the battery has reached its end of life and should be replaced.

    If you have tried charging the battery and continue to experience this issue, you’ll need to order a new battery for the scanner.

    Read Ordering a New Battery for further information.

  • Read this section if you can’t power on your scanner.

    To power on the scanner, press and hold the power button for three seconds.

    You should see the startup screen. If you don’t see this, check the following:

    Is the battery inserted correctly?

    The battery should be inserted bottom end first into the battery compartment on the back of the scanner. Press the battery down into the compartment until the battery snaps into place.

    Is the battery fully charged?

    If the battery has drained, the scanner won’t power on. Follow these steps to charge the battery:

    1. Insert the charging cable into the scanner
    2. Insert the other end of the cable into a power adapter
    3. Plug the power adapter into mains power
    4. When the LED notification is solid green, the battery is fully charged

    If you’re using a charging cradle, check the scanner is inserted correctly into the cradle.

    Does the charging cable work?

    Try another USB-C cable. You can use any USB-C cable provided with an Android phone if you have one. If another cable works, then the existing cable needs to be replaced.

    If you’re using the original cable provided with the scanner, read Further Support for warranty information.

    Is the power adaptor working?

    1. Plug the USB-C cable into the scanner
    2. Plug the other end of the cable into a PC USB port

    If the battery starts charging, the original power adaptor may be faulty.

    If you’re using the power adaptor that was purchased with the scanner, read Further Support for warranty information.

    If you have a faulty battery, charger or cable, and you’ve followed the troubleshooting steps above but the scanner still won’t power on, read Further Support for more information.

  • Read this section if your scanner has frozen or has stopped responding.

    Check the following:

    • The scanner may be powered off.


      Turn on the scanner by pressing and holding the Power Button for three seconds. You’ll feel a vibration, indicating the scanner is powering on.

    • The screen may be locked.


      Press the Power Button for a second to wake the scanner. Enter your screen unlock PIN, Pattern or Password (if set).

    • The Android software used to operate the scanner may have crashed.


      Perform a Hard Reset on the scanner by following steps in Resetting a Zebra scanner.

    If the scanner doesn’t respond to these steps, read Further Support for more information.

  • Read this section if your battery doesn’t charge, or charges slowly.

    The supplied battery charges from empty to 90% in approximately three hours. If your battery takes longer to charge or won’t charge at all, follow these steps:

    Check the charging port isn't blocked

    Inspect the charging port for any dust or debris, this can block the connection between the scanner and the cable.

    To clean the charging port, power off the scanner. Use a can of compressed air to remove any dust or debris.

    WARNING: Don’t use metal objects, liquid (other than isopropyl alcohol), or anything sharper than a toothpick when cleaning the charging port.

    Check the charging cable

    To check the charging cable, follow these steps:

    1. Unplug the charging cable from the scanner.
    2. Check the cable for visible signs of damage. If the cable shows any signs of damage, stop using it immediately.
    3. Try another USB-C cable. You can use an existing cable provided with an Android phone if you have one.

    Check the power adapter

    To check the power adaptor, follow these steps:

    1. Switch off power at the mains
    2. Unplug the USB-C cable from the power adaptor
    3. Plug the USB-C cable into a USB port on a PC

    If the scanner starts charging, the power adaptor may be faulty.

    If you’re using the original power adaptor or cable supplied with the Zebra scanner, read Further Support for more information.

  • Read this section if your scanner’s battery drains too quickly.

    A standard battery should last around 10 hours when fully charged. Under normal use, battery life will decrease over time.

    If your battery is new and doesn’t last for the stated time, try the following:

    Reduce Screen Brightness

    High screen brightness requires more battery power. Reducing screen brightness will improve battery life.

    Follow these steps to reduce screen brightness:

    1. Swipe down from the top of your home screen to access the Quick Settings menu.
    2. You’ll see a slider:


      brightness.png

    3. Move the slider to the left to reduce the brightness to a comfortable level.
    4. Swipe up from the bottom of the screen to exit Quick Settings.

    Check for Apps that drain the battery

    Zebra scanners come with all the apps you’ll need to scan tickets pre-installed.

    If you’ve downloaded any additional apps from Google Play and the battery drains faster than usual, uninstall that app.

    Follow these steps to uninstall an app:

    1. From your home screen, find the app you want to uninstall. Tap and hold your finger on the app:


      tap_app.png

    2. Tap App Info.
    3. Tap Uninstall:


      uninstall.png

    4. Repeat for any other apps you’ve downloaded.

    Avoid using scanners in a hot environment

    Avoid environments where your scanner can overheat, especially when your battery is fully charged. Batteries drain faster when it's hot or they are left in direct sunlight, even when not in use. This can damage the battery.

    If your scanner is overheating, follow these steps:

    1. Switch off the scanner and leave it to cool down
    2. Charge the battery fully and note how long it takes for the battery to run down

    A brand new battery should last 10 hours. This will gradually decrease as the battery is charged and discharged.

    If you’ve tried the steps above but the battery still drains too quickly, read Further Support for more information.

 

Connection Issues

You may sometimes experience Wi-Fi or 4G connection issues when accessing the Scanning Interface.

Click on the box below for help resolving this.

  • Read this section if you see a No Internet Connection message when opening Google Chrome.

    The Scanning Interface is a website accessed through the Google Chrome app on your scanner. It allows the scanner to communicate with your Spektrix System.

    If you see a message similar to the image below, proceed for further instructions on how to resolve this:


    no_connection.png

    Is Aeroplane Mode turned on?

    Zebra scanners have a feature called Aeroplane mode (also known as Flight Mode). If Aeroplane mode is turned on, Wi-Fi, 4G and Bluetooth are deactivated. This prevents you accessing the Scanning Interface.

    To check, follow these steps:

    1. Swipe up from the bottom of your home screen and tap Settings:


      circled_setting_app.png

    2. Tap Network and Internet:network_and_internet.png
    3. Look for Aeroplane mode. If it’s enabled, tap the switch to turn it off:


      aeroplane-mode.png

    If Aeroplane mode is turned off and you still see a No internet connection message, read the next section.

    Is Your Scanner Connected to Wi-Fi?

    To check your Wi-Fi connection, follow these steps:

    1. Swipe up from the bottom of your home screen and tap Settings:


      circled_setting_app.png

    2. Tap Network and Internet:
    3. Under Wi-Fi, you should see the name of your Wi-Fi connection if it's connected.

    If your Wi-Fi is turned off, tap the switch to turn it on and repeat the steps above:


    tap_wifi.png

    If you’re connected to Wi-Fi, proceed to the Scanning Interface URL. If you’re using a Zebra TC 26 with a 4G sim, read the next section.

    Check you have a 4G connection (Zebra TC26 only)

    To check you’re connected to a 4G mobile/cellular network, follow these steps:

    1. Swipe up from the bottom of your home screen and tap Settings
    2. Tap Network and Internet
    3. Tap Mobile network

    You should see the name of your network provider. If you can’t see this, check the following:

    1. Check your SIM card is the correct size and has been inserted correctly. Read pages 28-29 of the Product Reference Guide for help inserting the SIM card.
    2. Insert the SIM card into another device. If it works, your scanner may be faulty. Refer to Further Support for more information.
    3. If your SIM card doesn't work in another device, contact your network provider to check  coverage and troubleshoot mobile/cell signal issues.
    4. Contact your network provider to check coverage in the area you’re using the scanner.

    If, after following the steps above, you still see a No Internet Connection message, read Further Support for more information.

 

Accessing and Logging into the Scanning Interface

Once you have resolved any Connection Issues and have an internet connection, you should be able to access and log into the Scanning Interface.

If you still can’t log into the Scanning Interface, read this section for further help.

  • Read this section if you see a Server Error 404 - File or directory not found, when accessing the Scanning Interface.

    A message like this, usually indicates the URL has been entered incorrectly:


    error_404.png

    Updating the Scanning Interface URL

    A Server Error 404, usually indicates the URL has been entered incorrectly.

    To update the Scanning Interface URL, you’ll need to know your Spektrix Client Name.

    Then follow these steps:

    1. Open the Chrome app on your scanner
    2. In the address bar type https://system.spektrix.com/XXX/client/scanning-app (where XXX is your client name)
    3. You’ll then see a Login screen:
    4. To save the Scanning Interface login screen as a shortcut, read Adding a shortcut to the Scanning Interface.

    You should now be able to access the Scanning Interface.

    If you still can’t connect after following the steps above, contact Support.

  • If you see Your username or password is not recognised when logging into the Scanning Interface, this means your login details have been entered incorrectly:


    username_password.png

    Enter the same Username and Password as you would to access Spektrix.

    If you can’t log in, contact the administrator for Spektrix within your organisation.

    REMINDER: To keep your system secure, Spektrix Support can't change passwords. Only your own administrator can reset passwords for you.

  • Scanning User Role

    If you see a message You must have the “Scanning” role to proceed, this indicates you don’t have the Scanning User Role needed to access the Scanning Interface:


    scanning_user_role.png

    To resolve this issue, contact the Spektrix administrator within your organisation and ask them to add the Scanning User Role to your User Account. 

    REMINDER: To keep your system secure, Spektrix Support can't change User Permissions. Only your own administrator can make these changes.

 

Scanning Issues

You may encounter issues when scanning tickets. First check you have an internet connection and can access and log into the Scanning Interface.

Next, click on the box below relevant to your issue. This will help you understand why each issue occurs and how to resolve it.

  • If you can’t scan barcodes/QR codes, follow these steps:

    1. Check the scanner's exit window is free of dust and debris:


      20230802_113251.jpg

    2. Check there is a Spektrix Wedge profile within the DataWedge App. This app links the scanner to the Scanning Interface.
    3. Check Instances have been enabled in the Scanning Interface.
    4. Make sure the barcode/QR code you’re trying to scan is legible. If you’re scanning an e-ticket on a mobile/cellphone, check the screen you’re scanning from is clean and the brightness is turned up to improve visibility.

    If you’re unable to scan barcodes/QR codes on all tickets, this indicates an issue with the ticket design. You can increase the size of the barcode/QR code using the Ticket Design Tool.

    If these steps do not resolve the issue, you can scan tickets manually. Read How to Scan Tickets manually for further information.

  • Read this section if you see a Warning or Error message in the Scanning Interface.

    A Warning or Error message in the Scanning Interface can indicate several issues:

    • If a ticket has been scanned before, the scanning interface will turn orange and display a Warning notice:


      scanned_before.png


      A ticket can be scanned more than once.

    • If a ticket has been returned the scanning interface will turn red. An Error will be displayed:


      ticket_returned.png

    • If the barcode/QR code isn’t recognised, the scanning interface will turn red. An Error will be displayed:


      barcode_not_found.png

    If you see a Barcode not found error,  you can enter barcodes manually. Read How To Scan Tickets Manually for further information.

    If you see any of these screens, you may wish to refer the customer to the Box Office for assistance with their ticket.

  • If your scanner doesn’t produce any sound when scanning tickets, check the following:

    Is the volume turned down?

    You can adjust the volume using the buttons on the right side of the scanner. These buttons are located below the yellow scan button.

    The volume buttons control the Media volume: this is the sound played for the result of the scan.

    To change the volume when a ticket is scanned, follow these steps:

    1. Swipe up from the bottom of your home screen and tap Settings:


      circled_setting_app.png

    2. Scroll until you see the Sound menu. Tap this:


      sound.png

    3. You’ll now see a Sound screen with several sliders:


      volume_sliders.png

       

      • Media volume: this is the volume for the result of the scan. Move this slider as desired.
      • Alarm volume: This isn’t used.
      • Notification volume: this is the volume when a ticket is scanned. If this slider is on the left, the scanner will vibrate and no sound will be played. Move this slider as desired.

REMINDER: The Scanning Interface will log out if there has been no activity for 40 minutes.

 

Resetting a Zebra Scanner

For general use, the Zebra scanner has two reset functions: a soft reset and a hard reset. These are the only types of reset you should use.

WARNING: Android has additional reset options such as Factory Reset.

Do not perform a factory reset or any other type of reset. You’ll lose all data and settings.

Soft Reset

If an application stops responding, you can perform a soft reset. This will restart and return the scanner to its previous state.

Follow these steps:

  1. Press and hold the Power button until a menu appears on the right side of the display.
  2. Tap Restart:


    soft_reset.png

  3. Wait for the device to reboot

If an application stops responding after a soft reset, you may need to update the app or report a problem with the app to Google.

Hard Reset

If your scanner stops responding, you can perform a hard reset. A hard reset will close all applications and the scanner will restart.

WARNING: Performing a hard reset with a microSD card installed in the device may cause damage or data corruption to the microSD card. Remove the microSD card before continuing.

Read page 195 of the Product Reference Guide for further information.

To perform a hard reset, follow these steps:

  1. Press the Power and Volume Up buttons together for at least four seconds until the screen turns off
  2. Wait for the device to restart
  3. Enter your Security PIN, Password or Pattern (if used)

If the device doesn’t respond after a hard reset, read Further Support.

 

Scanner Care

Over time your scanner will accumulate dirt and dust. To prevent any damage, it is important you clean and maintain your scanner on a regular basis.

For more information on cleaning your scanner, read Zebra Cleaning Guidelines.

 

Ordering a New Battery

A new, standard battery should last around 10 hours from fully charged. Over time and with normal use, battery life will gradually decrease.

If your scanner notification LED slowly blinks red while charging (1 blink every 4 seconds), the battery has reached its end of life and will need to be replaced.

 

UK and Ireland

Users in the UK and Ireland should Contact Support to place an order for a new battery.

Please have the following information ready:

  1. Whether you want a Standard Battery or an Extended Battery
  2. Your Contact Name
  3. Your Delivery Address
  4. Your Contact Email
  5. Your Contact Telephone Number

 

US and Canada

Users in the US and Canada should contact SSE Technologies to purchase a replacement battery.

TIP:  Once you’ve received your new battery, insert it into the battery compartment on the back of the scanner. Charge the battery until the notification light above the display is solid green.

 

Further Support and Warranty Information

UK and Ireland

TIP: Zebra scanners purchased through Spektrix have a one year warranty as standard from the date of shipment. Please read Zebra Product Warranty Information for further information.

In the event that your scanner, or the accessories supplied with it, develop a fault within 12 months of purchase, contact Support. Our team will liaise with the supplier on your behalf.

 

US and Canada

TIP: Zebra scanners purchased through SSE Technologies have a one year warranty as standard from the date of shipment. Please read Zebra Product Warranty Information for further information.

In the event that your scanner, or the accessories supplied with it, develop a fault within 12 months of purchase, contact SSE Technologies for further assistance.

 

You now have the information required to troubleshoot your Zebra Ticket Scanner.