Troubleshooting a Saveo Pocket Scan 2 Ticket Scanner

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.

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, Z12D or a Saveo Scan M22D BH scanner, please refer to these articles:

• Troubleshooting a Saveo BOLT S12D / Z12D Ticket Scanner
• Troubleshooting a Saveo Scan M22D BH Ticket Scanner

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

• Introduction to Hardware
• Introduction to Ticket Scanners
• Setting up a Saveo Ticket Scanner

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

• My Pocket Scan 2 won't power on
• My Pocket Scan 2 won't charge
• I can't pair a mobile device with my scanner
• My Pocket Scan 2 isn't responding
• I can't load the Scanning Interface
• I can't access / log into the Scanning Interface
• I can't scan barcodes/QR codes
• I see a Warning/Error message when scanning tickets
• I don't hear a beep when I scan tickets

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.

  
  

  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:

      

     

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

      

     

  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.

     

  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 connectionb.
  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:

   

  

  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:

     
     

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

     
     

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

     
     

  
  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:

     
     

  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:

     
     
     
     

  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:

  

  
  To resolve this issue, follow these steps:

  1. Tap the Settings icon on your mobile device:

     
     

  2. Tap on Wi-Fi:

     
     

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

     
     

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

     
     

  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:

   

  

  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:

      

     

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

      

     

  3. Tap the switch to turn off Airplane Mode:

      

     

  You can now connect to the Scanning Interface.

Accessing and Logging into the Scanning Interface

Once you have resolved any Internet Connection Issues and have an internet connection, you should be able to access and log into the Scanning Interface. Your scanner needs to access the Scanning Interface to be able to scan barcodes/QR codes. It does this through the device it is paired with.

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

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:

  
  

  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 mobile/cellphone (or Safari if you are using an Apple device).
  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:

  
  

  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:

  
  

  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. 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 are unable to scan barcodes/QR codes with the Saveo Pocket Scan 2, follow these steps:

  1. Check the mobile device/cellphone is connected to your Saveo Pocket Scan 2. You can check this in the Bluetooth settings on your mobile device/cellphone. Your device will not connect whilst in Airplane mode (also known as Flight Mode). Refer to Setting Up a Saveo Pocket Scan 2 if you need to reconnect the device.
  2. Check your device has a stable Wi-Fi or 4G connection.
  3. Make sure you can access and log into the Scanning Interface.
  4. If you experience difficulty accessing the Scanning Interface, read Accessing and Logging into the Scanning Interface.
  5. Check the Saveo Pocket Scan 2 is free of dust and debris.
  6. Check Instances have been enabled in the Scanning Interface.
  7. 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.
  8. 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.

  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:

    
    

    
    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:

    
    

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

    
    

  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:

  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:

     
     
     Low Volume:

     
     
     Mute:

     
     

How To Scan Tickets Manually

You can print the characters from a barcode/QR code on your tickets, by including the Show Label option in your ticket design.

If a barcode is unclear, damaged or won’t scan, you can then manually enter the characters from the barcode/QR code into the Scanning Interface on your mobile device:

1. Tap the keyboard icon at the bottom right of the Scan screen:

   
   

2. You’ll see a prompt to Type in barcode manually. Type the characters from the barcode/QR code and tap OK:
   

   

If you can’t see any barcode/QR code characters on the ticket, you can find them in Spektrix by following these steps:

1. Log into Spektrix.
2. Go to the Sales Interface and click Orders.
3. Enter the Order ID and click Search.
4. Click into the Order that appears.
5. Look for the ticket section and you’ll see the barcode/QR code characters to the right of the barcode image:

   
   

6. Enter these characters at the Type in barcode manually prompt in the Scanning Interface
7. You can also mark a ticket as scanned from the Sales Interface. Click the drop down arrow to the right of the Print button and click Mark As Scanned:

   
   

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:

• UK and Ireland - contact Spektrix Support
• US and Canada - contact Killian Devitt at Stimare

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