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Troubleshooting a Saveo Pocket Scan 2 Ticket Scanner

Dave Carr
Dave Carr
  • Updated

This article is for Spektrix users who use the Saveo Pocket Scan 2 Ticket Scanner to scan tickets for access and entry management. It will help you troubleshoot problems you might encounter while using a Saveo Pocket Scan 2 Scanner to scan tickets with Barcodes/QR Codes.

21a Saveo Pocket Scan.jpg

The article provides help with a range of issues, from charging the battery to connecting to a mobile device and scanning tickets.

If you are using the Saveo BOLT S12D or Z12D scanner, please refer to these articles:

 

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

 

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. Have you paired a mobile device to the scanner?
  4. Does the paired mobile device have an internet connection?
  5. Is the scanner’s window free of dust and debris?

 

Device Issues

You may encounter specific issues when using a Saveo Pocket Scan 2. Click on the box below most relevant to the issue you are experiencing:

  • Read this section if you need help powering on your Pocket Scan 2.

    With the oval button facing you, press the scanner’s Power on/off button (the small button on the left hand side) to power it on. The scanner will beep once to indicate that it has power.

    Pocket_Scan_2_Power_and_Oval_Buttons.png

    If the scanner won’t power on, follow these steps:

    1. Check that the device is charged. Each Saveo Pocket Scan 2 is supplied with a USB-C charging cable. This can be connected to a USB power adapter or USB port on your PC.
    2. Check there is power to the USB port you are using. If the scanner won’t charge, try connecting the cable to a different USB port.
    3. Disconnect any other devices not in use. Having multiple devices charging from one PC at the same time can reduce power available to the scanner.
    4. If the scanner still won’t charge, try using a different USB-C charging cable.

    TIP: Connect the scanner directly to a USB port on your PC rather than a USB hub. USB hubs may not provide enough power to charge your scanner.

    Once the scanner is fully charged, turn it back on by pressing the on/off switch on the left hand side.

    If you cannot charge or turn on your Saveo Pocket Scan 2 after following these steps, the scanner may be faulty. If you’re in the UK and Ireland, contact Support. If you’re in the US and Canada, contact your Saveo supplier.

     

  • Read this section if you need help charging your Pocket Scan 2.

    1. Each Saveo Pocket Scan 2 is supplied with a USB-C charging cable. This can be connected to any USB port on your PC to charge the scanner.
    2. Check for damage on both the scanner and charging cable. If there are signs of damage to the cable, find a replacement cable. Do not use damaged equipment.
    3. Check charging ports for any dust/debris. Disconnect from mains power and clean with compressed air.
    4. If the scanner still won’t charge, try connecting the cable to a different USB port. Make sure there is power to the USB port you are using.
    5. Disconnect any other devices not in use. Having multiple devices charging from one PC at the same time can reduce power available to the scanner.
    6. If the scanner still won’t charge, try using a different USB-C charging cable.

    If you cannot charge or turn on your Saveo Pocket Scan 2 after following these steps, the scanner may be faulty. If you’re in the UK and Ireland, contact Support. If you’re in the US and Canada, contact your Saveo supplier.

  • Read this section if you’re having difficulty pairing a mobile device with your Saveo Pocket Scan 2.

    First, check that both the scanner and mobile device/cellphone you wish to pair are charged and switched on, then check the following:

    1. Make sure the mobile/cellphone is in range of the scanner (maximum 10 metres).
    2. Make sure you have followed the instructions for Setting Up a Saveo Pocket Scan 2.

    If you're still experiencing problems, follow these steps:

    1. Check that both the mobile device/cellphone and scanner are powered on.
    2. Make sure the Pocket Scan 2 is charged. It won’t pair while charging.

    3. Check your mobile/cellphone’s Bluetooth is switched on:

      Apple_Bluetooth_On.png

    4. Check that the mobile/cellphone isn’t in Airplane mode (also known as Flight Mode):

      Apple_Airplane_Mode_on.png

    5. Check that the scanner isn’t already paired with another mobile device. You can unpair the scanner from a device by turning off Bluetooth on the other mobile device.

    6. Follow the steps for either Pairing a Saveo Pocket Scan 2 with an Apple Device or Pairing a Saveo Pocket Scan 2 with an Android Device in Setting Up a Saveo Pocket Scan 2.

    7. Make sure you’re scanning the correct barcodes from the user manual. Barcodes are reproduced in Setting Up a Saveo Pocket Scan 2.

    Note: The screenshots above use an iPhone 11. Android device screens and other Apple devices may differ in appearance.

  • If the Pocket Scan 2 stops responding, check the following:
    1. Check the scanner is switched on. It may have entered sleep mode. Press the power on/off button once to wake the scanner. Bluetooth will automatically reconnect to the last paired device.

    2. Check the scanner has sufficient charge.If your scanner still has some power remaining, you can scan this barcode to check battery status: If the device has no charge, it will not scan.

      Pocket_Scan_2_Check_Battery_Level.png

    3. If the scanner has low/no charge, charge it fully before attempting to scan again.

    4. Check the mobile device the scanner is paired with is charged, powered on and has an internet connection..

    5. Check the mobile device is logged into the Scanning Interface.

 

Internet Connection Issues

You may sometimes experience internet connection issues with the mobile device you’re using with your Saveo Pocket Scan 2. These issues may prevent you accessing the Scanning Interface. Click on the boxes below for help resolving connection issues:

  • Read this section if you see a No Internet message when opening The Scanning Interface.

    The Scanning Interface lets your scanner communicate with your Spektrix System. If you see a message similar to the image below, proceed for instructions on how to resolve this:

    Android_No_Internet.png

    Is Aeroplane Mode turned on?

    Android devices 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 if Aeroplane Mode is on, follow these steps:

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

      Settings_App_Android.png

    2. Tap Network and Internet: look for Aeroplane mode.

      Android_Network_and_Internet.png

    3. If it’s enabled, tap the switch to turn it off:

      Android_Aeroplane_mode.png


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



    Is Your Mobile/Cellular Device 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:

      Settings_App_Android.png

    2. Tap Network and Internet.

    3. Under Wi-Fi, you should see the name of your Wi-Fi connection if it's connected.

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

      Android_WiFi_Off.png

    Once you’re connected to Wi-Fi, try accessing the Scanning Interface again.


    Is Your Mobile/Cellular Device Connected to 4G/5G?

    If you’re using a 4G/5G connection with your mobile device, make sure you can access the internet/make calls from the device. If you are unable to connect, contact your network provider for further help.

     

  • Read this section if you see a Mobile Data is Turned Off message when accessing the Scanning Interface from an Apple device/cellphone.

    The Scanning Interface lets the scanner communicate with your Spektrix System. If you see a message like the image below, proceed for instructions on how to resolve this:

    iphone_not_connected_to_internet.png

    To resolve this issue, follow these steps:

    1. Tap the Settings icon on your mobile device:

      iphone_settings_icon.png

    2. Tap on Wi-Fi:

      Apple_WiFi_off_icon.png

    3. Slide the Wi-Fi button to the right to turn on Wi-Fi:

      Apple_WiFi_Toggle.png

    4. Your mobile device/cellphone will then reconnect to Wi-Fi:

      Apple_WiFi_Connected.png

    If you are using a 4G/5G connection, repeat these steps to turn on Mobile Data.


    Is Airplane Mode turned on?

    Read this section if you see a message Turn Off Airplane Mode or Use Wi-Fi to Access Data when accessing the Scanning Interface on an Apple device:

    Apple_Airplane_Mode_on_alert.png


    This means the mobile device/cellphone paired with the Pocket Scan 2 is in Airplane Mode (also known as Flight Mode). To resolve this issue, follow these steps:

    1. Tap Settings:

      Apple_Airplane_Mode_Off_Settings.png

    2. If Airplane Mode is on, you’ll see a screen like this:

      Apple_Airplane_Mode_on.png


    3. Tap the switch to turn off Airplane Mode:

      Apple_Airplane_Off.png

    You can now connect to the Scanning Interface.

 

Scanning Issues

You may encounter issues when scanning tickets. Click on the box below relevant to your issue. This will help you understand why each issue occurs and how to resolve it.

  • If your scanner doesn’t produce any sound when scanning tickets, check the following:
    1. Your scanner may be muted. Muting your scanner allows you to use sounds on your mobile device/cellphone instead. Try adjusting the volume on the mobile/cellphone paired to the scanner.

    2. If you are still unable to hear a beep when scanning a ticket, use the following barcodes to adjust the volume of the scanner:

      High Volume:

      24 Saveo Pocket Scan 2 High Volume.jpg

      Low Volume:

      25 Saveo Pocket Scan 2 Low Volume.jpg

      Mute:

      26 Saveo Pocket Scan 2 Mute.jpg

 

 

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 Saveo scanner after completing the troubleshooting steps in this article, contact the following for further assistance:

You should now have the information you need to troubleshoot a Saveo Pocket Scan 2 Scanner.