Search

Troubleshooting a Janam Ticket Scanner (US and Canada)

Dave McNamara
Dave McNamara
  • Updated

This article is for Spektrix users in the US and Canada who use Janam XT30 Ticket Scanners to scan tickets. It will help you troubleshoot issues you might encounter while using Janam Ticket Scanners, ranging from charging the battery to connecting to the internet and scanning tickets.

 

janam.jpg

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

Janam scanners purchased through SSE Technologies are locked down as part of the pre-configuration process. The only settings you can change are Wi-Fi, brightness and volume.

If you experience any issues not listed in this article, contact SSE Technologies for further assistance.

You can work through this article in order, or go straight to the section most relevant to these issues:

 

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?
  5. Is the scanner’s barcode window free of dust and debris?
  6. Is the volume turned up?

 

Device Issues

You may encounter issues when using a Ticket Scanner specific to the device.

Click on the box below relevant to each issue. This will help you understand why this issue occurs and how to resolve it.

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

    To power on the scanner, press and hold the power button for seven 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 charged?

    If the battery has drained, the scanner will not power on. Follow these steps to charge the battery:

    1. Insert the power cable into the scanner.
    2. Plug the power adapter into mains power.
    3. The scanner display should indicate the battery charging status.
    4. Wait for the LED notification light to turn solid green. This indicates that the battery is fully charged.

    If you can’t power on your scanner after following these steps, contact SSE Technologies for further assistance.

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

    1. The scanner may be switched off.


      Turn on the scanner by pressing and holding the Power Button for seven seconds.

    2. 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).

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


      Press and hold the power button for seven seconds to restart the scanner.

    If your scanner doesn’t respond after following the steps above, contact SSE Technologies for further assistance.

  • Read this section if your scanner's battery won’t charge.

     

    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.

     

    Check the power adapter

    If you use more than one Janam Scanner, try the power adaptor supplied with a different scanner.

    WARNING: Only use a power adapter specified for use with a Janam XT30 Scanner.

    If the battery starts charging, then the original power adaptor may be faulty. Contact SSE Technologies for further assistance.

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

    A standard battery should last around 12 hours when fully charged. Through normal use, this time will decrease.

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

     

    Reduce screen brightness

    Having your screen brightness turned up requires more battery power. Turning down screen brightness will reduce battery consumption.

    To change screen brightness, you’ll need a Kiosk PIN provided by SSE Technologies. This PIN will allow you to exit Kiosk Mode to change the screen brightness. If you can’t find your PIN, contact SSE Technologies for assistance.

    Once you have your PIN, follow these steps:

    1. Swipe left or right on the scanner's display to open the Kiosk PIN screen.
    2. Enter your Kiosk PIN.
    3. Tap Exit Fully. This will take you out of Kiosk Mode and onto the home screen of the scanner.
    4. Swipe down from the top of your home screen to access the Quick Settings menu.
    5. You’ll see a slider:


      brightness.png

    6. Move the slider to the left to reduce the brightness. Find a level that’s comfortable to use.
    7. To return to Kiosk Mode, press the home button.

    The screenshot above may display differently depending on the version of Android used on your scanner.

     

    Is the Scanner being used 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

    The battery supplied with the Janam scanner has a limited lifespan. A brand new battery should last 12 hours. The usage time will gradually decrease as the battery is charged and discharged.

    If you’ve followed the steps above but the battery still drains too quickly, contact SSE Technologies for further assistance.

 

Connection Issues

You may experience connection or login issues when accessing the Scanning Interface.

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

If you see a No Internet message similar to the image below when opening the Scanning Interface, proceed for further instructions on how to resolve this:

copy_no_internet.png

 

 

Check Your Wi-Fi Connection

To connect to, or change Wi-Fi settings, you’ll need a Kiosk PIN provided by SSE Technologies. This PIN will allow you to exit Kiosk Mode to change the Wi-Fi settings. If you can’t find your PIN, contact SSE Technologies for assistance.

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

  1. Swipe left or right on the scanner's display to open the Kiosk PIN screen.
  2. Enter your Kiosk PIN.
  3. Tap Exit Fully, this will take you out of Kiosk Mode.
  4. 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:


    wifi_connected.png


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


    wifi_not_connected.png

To connect to your Wi-Fi network, follow these steps:

  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 if prompted
  4. Once connected, return to Kiosk Mode by pressing the home button:

The screenshots above may differ depending on the version of Android used on your scanner.

If you need further help, contact SSE Technologies for assistance.

 

Accessing and Logging into the Scanning Interface

If you are experiencing difficulty accessing or logging into the Scanning Interface, first, read Connection Issues to check your scanner has an internet connection.

If your scanner is connected to the internet but you’re still unable to access or log into the Scanning Interface, read this section for help.

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

  • 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

    Access to the The Scanning Interface URL is pre-configured by SSE at the point of purchase. If you see a Server Error 404 - File or directory not found message, contact SSE Technologies for assistance.

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


    username_password.png

    Use the same Username and Password you would to access Spektrix.

    If you still 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.

  • If you see the 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 changes.

 

Scanning Issues

If you encounter issues when scanning tickets, always 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.

  • The Scanning Interface consists of two screens:

    • The Settings screen
    • The Scanning screen

    Log into the Scanning Interface with your Spektrix Username and Password; you’ll then see the Settings screen (shown below).

    To proceed to the Scanning screen, you’ll need to enable instances for scanning. Once enabled, you’ll see a green tick appear in the top right corner:


    green_tick.png

    If the green tick is missing, restart your scanner by pressing and holding the power button.

    Tap restart when prompted, then try accessing the Scanning Interface again.

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

    1. Check the barcode scanner window is free of dust and debris.
    2. Check Instances have been enabled in the Scanning Interface.
    3. 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 as a temporary measure. Read How to Scan Tickets manually for further information.

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

    If you see a Warning or Error message in the Scanning Interface, this can indicate several issues:

    1. If a ticket has been previously scanned, the scanning interface will turn orange and display a Warning notice:


      scanned_before.png

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


      ticket_returned.png

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


      barcode_not_found.png

    If you see a Barcode not found error, read How To Scan Tickets Manually.

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

  • Read this section if you don’t hear a sound when scanning a ticket.

    If your scanner doesn’t produce any sound when scanning tickets, check the volume of the scanner hasn’t been turned down.

    You can adjust the volume using the buttons on the left side of the scanner below the orange scan button.

 

Scanner Care

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

Clean the screen with a clean, non-abrasive, lint-free cloth.

 

Vendor Support

If you continue to experience issues with your Janam scanner after you've followed the troubleshooting steps in this article, contact SSE Technologies for further assistance.