Troubleshooting a Saveo Scan M22D BH Ticket Scanner

This article is for Spektrix users who use the Saveo Scan M22D BH Ticket Scanner to scan tickets for access and entry management. It will help you troubleshoot problems you might encounter while using your Saveo Scan M22D BH 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 Pocket Scan 2 or a Saveo BOLT S12D or Z12D, please refer to these articles:

• Troubleshooting a Saveo Pocket Scan 2 Ticket Scanner
• Troubleshooting a Saveo BOLT S12D/Z12D Ticket Scanner

TIP: The Saveo Scan M22D BH Ticket Scanner has been discontinued. If you need to replace your scanner, please read Ordering a Ticket Scanner (UK and Ireland) or Ordering a Ticket Scanner (US and Canada) for options.

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 Saveo Scan M22D BH won't power on
• My Saveo Scan M22D BH won't charge
• I can't pair a mobile device with my scanner
• My Saveo Scan M22D BH 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

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 some specific issues when using a Saveo Scan M22D BH.

Click on the box below most relevant to the issue you are experiencing:

• Read this section if you need help powering on your Saveo Scan M22D BH.

  On the underside of the Saveo Scan M22 BH is a small recessed power switch. Use a pen or paperclip to push this switch until you hear a notification sound indicating that the scanner is switched on. Make sure the button stays pushed in after you release it.

   

  

   

  If you don’t hear a notification sound, the scanner’s battery may be empty. Follow these steps:

  1. Place the scanner into its charging cradle. Connect the cradle to mains power.
  2. Make sure the scanner sits securely in its charging cradle. The metal contacts on the base of the scanner and the inside of the cradle must meet for the scanner to charge.
  3. If the scanner has shut down completely, charge the battery fully before powering the scanner back on.

  The scanner has an LED light indicating its status:
  
  

  

   

  The LED will not show charging status if the scanner is in power saving mode. You’ll need to press the scanner’s trigger to show the LED status.

  Once the scanner is fully charged, try powering it on again. If the scanner still won’t power on, it may be faulty. As the Saveo Scan M22D BH has now been discontinued, you may need to order a new scanner.

  Refer to these articles for your region for options on purchasing a new scanner:

  • Ordering a Ticket Scanner (US and Canada)
  • Ordering a Ticket Scanner (UK and Ireland)

• Read this section if you need help charging your Saveo Scan M22D BH scanner.

  If your Saveo Scan M22 BH won’t charge, first, check that the small power switch on the underside of the scanner is pressed in. Use a pen or paperclip to push this switch until you hear a notification sound indicating that the scanner is switched on. Make sure the button stays pushed in after you release it.

  
  

  

  
  If you don’t hear a notification sound, the scanner’s battery may be empty. Follow these steps:

  1. Check for signs of 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.
  2. Check charging ports for any dust/debris. Disconnect from mains power and clean with a can of compressed air.
  3. Place the scanner into its charging cradle. Connect the cradle to mains power.
  4. Make sure the scanner sits securely in its charging cradle. The metal contacts on the base of the scanner and the inside of the cradle must meet for the scanner to charge.
  5. If the scanner is plugged in at the wall, try a different power socket. If charging directly from a USB port on your PC, try a different USB port.
  6. If the scanner has shut down completely, charge the battery fully before powering the scanner back on.

  The scanner has an LED light indicating its status:

  TIP: If the scanner is in power saving mode - you will need to press the scanner’s trigger to show the LED status.

  If you’re charging a mobile/cellphone from the scanner, make sure that the scanner is set to Charge Mode.

  
  

  
  Mobiles/cellphones may charge more slowly from the scanner than they would from their own charger. To speed up charging times, use the charger supplied with that device.

  If the Ticket Scanner still won’t charge after following these steps, it may be faulty. As the Saveo Scan M22D BH has now been discontinued, you’ll need to order a new scanner.

  Refer to these articles for guidance on purchasing a new scanner:

  • Ordering a Ticket Scanner (US and Canada)
  • Ordering a Ticket Scanner (UK and Ireland)

• Read this section if you’re having difficulty pairing a mobile device with your Saveo Scan M22D BH.

  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 Scan M22D BH.

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

  1. Check that both the mobile device/cellphone and scanner are powered on.
  2. Check your mobile/cellphone’s Bluetooth is switched on:

      

     

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

      

     

  4. 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.
  5. Follow the steps for either Connecting to an Apple Device via Bluetooth or Connecting to an Android Device via Bluetooth in Setting Up a Saveo Scan M22D BH.
  6. Make sure you’re scanning the correct barcodes from the user manual. Barcodes are reproduced in Setting Up a Saveo Scan M22D BH.

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

  You should now be able to pair your scanner with the mobile device/cellphone.

• If the Saveo Scan M22D BH stops responding, check the following:

  1. Check the scanner is switched on. It may have entered sleep mode. Press the trigger to wake the scanner.
  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 scanner has no charge, it will not scan.

  3. If the battery 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 (this applies to both wired & Bluetooth connections).
  5. Check the mobile device the scanner is paired with has an internet connection.
  6. 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 Scan M22D. 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. Tap the Wi-Fi button 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 Saveo M22D BH 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:

      

     

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

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 Scan M22D BH, follow these steps:

  • Check that the mobile/cellphone paired with your Saveo Scan M22D BH scanner has a stable Wi-Fi or 4G connection.
  • Make sure your mobile device is connected (if wired) to the scanner, and that you can access and log into the Scanning Interface.
  • If you are experiencing difficulty accessing the Scanning Interface, read Accessing and Logging into the Scanning Interface.
  • Check the Saveo Scan M22D BH is free of dust and debris.
  • Check Instances have been enabled in the Scanning Interface.
  • If the scanner will scan barcodes/QR codes, but the screen on the mobile device is unresponsive, the scanner may not be in the correct mode. The Saveo Scan M22D BH has a Charge Mode (C) and an Operation Mode (O). The scanner must be in Operation Mode (O) to scan tickets. Select this using the switch above the scanner handle:

    
    

     

  • 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 you’ve followed these steps but you’re still unable to scan tickets, the connection between the scanner and the mobile device may be incorrectly configured. Try resetting the scanner to its default configuration, before completing the set-up process again. You can reset the Saveo Scan M22D BH by scanning these two barcodes in order:

  

  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.

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 Scan M22D BH Scanner.