Troubleshooting a Janam Ticket Scanner (US and Canada)

This article will guide you through troubleshooting device and connection issues when using Janam XT30 and XT40 ticket scanners.

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

• Setting up a Janam Ticket Scanner (US and Canada)

TIP: Janam scanner settings are locked down as part of the configuration process when purchased through SSE Technologies. The settings you can change are Wi-Fi, screen brightness and volume. If you experience issues not listed in this article, contact SSE Technologies for further advice.

Click to go to the section relevant to your issue:

• My scanner won’t power on
• My scanner won’t charge
• My scanner has frozen / crashed
• My scanner’s battery drains too quickly
• I can’t connect to the internet

Before you start troubleshooting

Before starting troubleshooting, make the following initial checks:

1. Is the scanner powered on?
2. Is the battery charged?
3. Is the battery correctly inserted?
4. Is the scanner connected to Wi-Fi / 4G?
5. Is the scanning volume turned up?

Device issues

Click on the tab below relevant to your issue when using your Janam scanner.

• My scanner won’t power on

  To power on the scanner, press and hold the power button until you see the startup screen. If you don’t see this, check the following:

  1. Is the battery inserted correctly?
     
     The battery should be inserted bottom end first into the battery compartment. Press the battery down until it snaps into place.
     
     
  2. Is the battery charged?
     
     Insert the power cable into the scanner and plug it into AC power. Wait for the LED notification light to turn solid green. This indicates a fully charged battery.

  If your scanner won’t power on after following the steps above, contact SSE Technologies for further advice.

• My scanner won’t charge

  To power on the scanner, press and hold the power button until you see the startup screen. If you don’t see this, check the following:

  1. Is the battery inserted correctly?
     
     The battery should be inserted bottom end first into the battery compartment. Press the battery down until it snaps into place.
     
     
  2. Is the battery charged?
     
     Insert the power cable into the scanner and plug into AC power. Wait for the LED notification light to turn solid green. This indicates a fully charged battery.
     
     
  3. Does the power adapter charge the battery?
     
     If using more than one Janam scanner, try the power adapter from another device. If the battery starts charging, then the original power adapter may be faulty.
     
     
  4. Is there any dust or dirt blocking the charging port?
     
     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.

  If your scanner won’t charge after following the steps above, contact SSE Technologies for further advice.

• My scanner has crashed / frozen

  If your scanner has crashed or has stopped responding, check the following:

  1. Screen timeout or locked screen
     
     Press the power button for a second to wake the scanner. If set, enter your screen unlock PIN, pattern or password.
     
     
  2. Android software has crashed
     
     Perform a soft reset by reinserting the battery and powering on.
     
     

  If you’ve followed the steps above and your scanner is unresponsive, contact SSE Technologies for further assistance.

• The battery drains too quickly

  A standard battery should last around 12 hours when fully charged. Over time, batteries lose capacity and their operating time will be reduced. Several factors can contribute to faster battery drain:

  1. Display settings
  2. Poor Wi-fi / 4G connection
  3. Environmental factors

  Reduce screen brightness

  Reducing screen brightness can help to reduce battery consumption.

  To change screen brightness, you’ll need your Kiosk PIN provided by SSE Technologies. The Kiosk PIN allows you to access scanner settings. If you can’t find your Kiosk PIN, contact SSE Technologies.

  To reduce screen brightness, follow these steps:

  1. Swipe left or right on the scanner screen to open the Kiosk PIN screen. Enter the Kiosk PIN.
  2. Tap Exit Fully. This will deactivate Kiosk Mode and enable access to scanner settings.
  3. Swipe down from the top of your screen to access the Quick Settings menu.
  4. Move the brightness slider to the left to reduce the brightness:
     
     

     

  5. Press the home button to return to Kiosk Mode.

  Poor Wi-Fi / 4G connection

  A weak Wi-Fi / 4G connection can drain a battery faster than usual. In areas of poor connection, the scanner has to work harder to maintain the connection which increases battery drain.

  Speak to your IT team or cellular provider for further advice to improve the connection.

  Environmental factors

  Batteries drain faster due to overheating when used in a hot environment or left in direct sunlight.

  If you notice your scanner is hotter than usual during normal use, switch it off and allow it to cool down gradually.

  If you’ve followed the guides above and the battery still drains faster than usual, contact SSE Technologies for further assistance.

Connection issues

To scan tickets, you’ll need to access the Scanning Interface. An internet connection is needed to use the Scanning Interface to transmit scanned ticket information to your Spektrix system. If you experience any connection issues, we recommend checking your Wi-Fi / 4G connection.

Click the box below depending on your connection type.

• Wi-Fi connection

  If you experience internet connectivity issues, first check you’re connected to Wi-Fi. You’ll need your Kiosk PIN supplied by SSE Technologies:

  1. Swipe left or right on the scanner's display to open the Kiosk PIN screen. Enter your Kiosk PIN.
  2. Tap Exit Fully, this will deactivate Kiosk Mode and enable access to scanner settings.
  3. Swipe down from the top of your home screen. You should see the following symbol: This indicates you’re connected to a Wi-Fi network:

  

  This indicates you’re connected to a Wi-Fi network:

  If you see a symbol similar to the one below, this indicates you aren’t connected to Wi-Fi:

  

  This may be due to:

  • Out of Wi-Fi range: Speak to your IT team for further advice
  • Incorrect Wi-Fi password: Speak to your IT team to obtain the Wi-Fi password
  • Change of Wi-Fi networks: Connect to the new Wi-Fi network

  To connect to Wi-Fi:

  1. Tap and hold the Wi-Fi symbol:
     
     

     

  2. Tap the name of your Wi-Fi network to connect
  3. Enter your Wi-Fi password
  4. Once connected, return to Kiosk Mode by pressing the home button

• 4G cellular connection

  If you experience any 4G connectivity issues, check the following:

  • 4G coverage: Contact your cellular provider to see if there are any coverage issues in your area.
  • Network settings: Check cellular data is enabled on your scanner. You’ll need to take the scanner out of Kiosk Mode.

  To check cellular data is enabled:

  1. Swipe left or right on the scanner's display to open the Kiosk PIN screen. Enter your Kiosk PIN.
  2. Tap Exit Fully, this will deactivate Kiosk Mode and enable access to scanner settings.
  3. Go to Settings > Network & Internet > Mobile Network

  TIP: If you’re in an area of weak 4G coverage, we recommend using a Wi-Fi network as a back up connection.