Troubleshooting a Saveo Pocket Scan 2 Ticket Scanner

This article is for Spektrix users who use Saveo Pocket Scan 2 ticket scanners to scan tickets for access and entry management. It will help you troubleshoot problems you might encounter while using a Saveo Pocket Scan 2 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.

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

• Setting up a Saveo Pocket 2 Ticket Scanner

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?

Quick links to troubleshooting steps

• Why won't my Saveo Pocket Scan 2 power on?
• Why won't my Saveo Pocket Scan 2 charge?
• Why can't I can't connect a Saveo Pocket Scan 2 to my phone?
• Why isn't my Saveo Pocket Scan 2 responding?
• Why can't I connect to the Scanning Interface?
• Why can't I hear any sounds when I scan tickets?
• How do I reset my scanner?

Why won't my Saveo Pocket Scan 2 power on?

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:

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 button 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.

Why won't my Saveo Pocket Scan 2 charge?

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.

Why can't I connect a Saveo Pocket Scan 2 to my phone?

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

• Make sure the mobile device is within a 10 metre range of the scanner.
• Follow the steps in Setting up a Saveo Pocket 2D Ticket Scanner.

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

1. Check that both the mobile device and scanner are powered on.
2. Make sure bluetooth is active on your mobile device.
3. Turn off Aeroplane Mode (Flight Mode / Aeroplane Mode).
4. Check that the scanner isn’t already paired with another mobile device. You can temporarily disconnect the scanner from another device by turning off bluetooth on the other mobile device.
5. Follow the steps in Setting up a Saveo Pocket 2D Ticket Scanner.

Why isn't my Saveo Pocket Scan 2 responding?

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:

   

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 and powered on.

Why can't I connect to the Scanning Interface?

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.

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?

  Mobile devices cellphones have a feature called Flight mode (also known as Flight Mode / Airplane Mode). If Aeroplane mode is turned on, Wi-Fi, 4G / 5G and bluetooth are deactivated. This prevents you accessing the Scanning Interface. To check Flight mode, follow the guide for the device you're using.

  • Android: Swipe down from the top of your screen to open the Quick Settings panel, then tap the Airplane icon.
     
  • Apple: Swipe down from the top right corner of your screen and tap the Airplane icon.

• Is your mobile device connected to Wi-Fi?

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

  • Android: Swipe down from the top of your screen to open the Quick Settings panel. Look at the Wi-Fi icon to see if it is turned on and connected. If Wi-Fi isn't turned on, tap to connect. If you're not connected to a network, tap the network name and enter your network password if prompted.
     
  • Apple: Go to Settings > Wi-Fi. Turn on Wi-Fi if turned off. If you're not connected to a network, tap the network name and enter your network password if prompted.

• Is mobile data turned off?

  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.

  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:

  • Android: Swipe down from the top of your screen to open the Quick Settings panel. Look for the Mobile data / Cellular data icon. A highlighted icon means mobile data is on. A gray or dimmed icon means it is off. Tap the icon to turn on mobile data.
     
  • Apple: Go to Settings > Mobile / Cellular Service. Turn on Mobile Data / Cellular Data if turned off.

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

Why can't I hear any sounds when I scan tickets?

Saveo Pocket 2 scanners beep to indicate a failed scan and when scanning a setup barcode. If your scanner doesn’t also produce any sound when successfully 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 scanner's volume:
    

   High Volume:

   

    

   Low Volume:

   

    

How do I reset my Saveo Pocket 2 scanner?

To return the scanner to its default setting, before completing the set-up process again. You can reset the Saveo Pocket 2 by scanning this barcode from your Quick Setup Guide:

Once you've reset your scanner, you can set it up again by following the steps in Setting up a Saveo Pocket 2D Ticket Scanner.

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.