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Troubleshooting a Zebra TC22 and TC27 Ticket Scanner

Dave Carr
Dave Carr
  • Updated

This article aims to help you troubleshoot issues you might encounter while using Zebra TC22 and Zebra TC27 Ticket Scanners with Spektrix.

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

You can work through this article in order, or go to the section most relevant to your issue:

 

Initial Checks

Before you troubleshoot, start with the following initial checks:

  • Is the scanner powered on?
  • Is the battery fully charged?
  • Is the battery properly inserted?
  • Is the scanner connected to Wi-Fi, 5G or 4G?

 

Device Issues

Click on the tab below relevant to your issue when using your Zebra scanner.

  • My scanner won’t power on

    To power on the scanner, press and hold the power button until you see the startup screen. If you don’t see this, check the following:

    1. Is the battery inserted correctly?

      The battery should be inserted bottom end first into the battery compartment. Press the battery down until it snaps into place.
    2. Is the battery charged?

      Insert the power cable into the scanner and plug it into AC power. Charge the battery fully until the LED notification light turns solid green.

    If the scanner won’t power on after following the steps above, contact Support.

  • My scanner won’t charge

    If your scanner won’t charge, check the following:

    1. Is the battery inserted correctly?

      The battery should be inserted bottom end first into the battery compartment. Press the battery down until it snaps into place.

    2. Is the battery charged?

      Insert the power cable into the scanner and plug into mains power or a PC’s USB port. Wait for the LED notification light to turn solid green. This indicates a fully charged battery.

    3. Does the power adapter charge the battery?

      If you are using more than one Zebra scanner, try the power adapter from another device. If the battery starts charging, then the original power adapter may be faulty.

      Alternatively, plug the scanner into a USB port to check that it is charging.

    4. Is there any dust or dirt blocking the charging port?

      Inspect the charging port for any dust or debris. This can block the connection between the scanner and the cable.

      To clean the charging port, power off the scanner. Use a can of compressed air to remove any dust or debris.

      WARNING: Don’t use metal objects, liquid (other than isopropyl alcohol), or anything sharper than a toothpick when cleaning the charging port.

    5. Does the LED notification flash red every four seconds?

      If the LED on your scanner slowly blinks red every four seconds, the battery has reached its end of life and should be replaced. Read Ordering a New Battery for further information

    If your scanner won’t charge after following the steps above, contact Support.

  • My scanner has crashed / frozen

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

    1. Screen timeout or locked screen

      Press the power button for a second to wake the scanner. If set, enter your screen unlock PIN, pattern or password.

    2. Android software has crashed

      Perform a Hard Reset on the scanner by following steps in Resetting a Zebra scanner.

    If the scanner doesn’t respond after following these steps, contact Support.

  • The battery drains too quickly

    A standard battery should last around 10 hours when fully charged. Under normal use, battery life will decrease over time.

    Several factors can contribute to faster battery drain:

    1. Display settings
    2. Weak internet connection
    3. Environmental factors
    4. Installed Apps

    Display settings

    Reducing screen brightness can help to reduce battery drain.

    1. Swipe down from the top of your screen to access the Quick Settings menu.

    2. Move the brightness slider to the left to reduce the brightness:


    Weak internet connection

    A weak Wi-Fi / 5G/ 4G connection can drain a battery faster than usual. In areas of poor signal, the scanner has to work harder to maintain the connection, which increases battery drain.

    Speak to your IT team or cellular provider for further advice on ways to improve the connection.



    Environmental factors

    Batteries can drain faster due to overheating when used in a hot environment or left in direct sunlight.

    If you notice your scanner is hotter than usual during normal use, switch it off and allow it to cool down gradually.



    Installed apps

    Zebra scanners come pre-installed with the apps you’ll need to scan tickets.

    If you’ve downloaded any other apps from Google Play which cause the battery to drain faster than usual, uninstall them from your device.

    If you’ve tried the steps above but the battery still drains too quickly, read Further Support and Warranty Information for more guidance.

 

Connection Issues

To scan tickets, you’ll need to access the Scanning Interface. An internet connection is needed to use the Scanning Interface to transmit scanned ticket information to your Spektrix system.

Before troubleshooting, check if aeroplane mode is turned on.

When Aeroplane mode (also known as Flight Mode) is turned on, Wi-Fi, 5G/ 4G and Bluetooth connections are deactivated. This prevents you from accessing the Scanning Interface.

To check areoplane mode:

  1. Swipe up from the bottom of your home screen and tap Settings
  2. Go to Network and Internet > Aeroplane mode
  3. If activated, tap the toggle switch to turn off

If you experience any connection issues, check your Wi-Fi / 5G / 4G connection.

Click the tab below depending on your connection.

  • 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 connected:


       

    If you see Wi-Fi not connected, this may be due to:

    • Not connected to Wi-Fi: Select your Wi-Fi network and follow the on-screen prompts
    • Out of Wi-Fi range: Move within range of your Wi-Fi
    • Incorrect Wi-Fi password: Speak to your IT team to obtain the Wi-Fi password
    • The Wi-Fi network has changed: Connect to the new Wi-Fi network

  • 5G / 4G (Zebra TC27 only)

    To check you’re connected to a 5G/4G mobile / cellular network, follow these steps:

    • Swipe up from the bottom of your home screen and tap Settings
    • Go to Network and Internet > Mobile network

    You should see the name of your network provider. If you can’t see this, check the following:

    • Check your SIM card is inserted correctly. Read pages 28-29 of the Zebra TC22 / TC27 Product Reference Guide for further help.

    • Insert the SIM card into another device. If it works, there may be a fault with your scanner. Contact Support for further advice.

    • Contact your network provider to check your SIM card is active.

    • Contact your network provider to check coverage in the area you’re using the scanner.

 

Resetting a Zebra Scanner

The Zebra scanner has two reset functions: a soft reset and a hard reset. These are the only types of reset you should use.

WARNING: Do not perform a factory reset as this will cause you to lose all data and settings.

  • Soft Reset

    If an application stops responding, perform a soft reset. This will restart and return the scanner to its previous state.

    Follow these steps:

    1. Press and hold the Power button until you see a menu on the right side of the display.

    2. Tap Restart:


    3. Wait for the scanner to restart

  • Hard Reset

    If your scanner stops responding, perform a hard reset. A hard reset will close all applications and restart the scanner.

    WARNING: Performing a hard reset with a microSD card installed may cause damage or data corruption to the microSD card. Remove the microSD card before continuing. Read page 195 of the Zebra TC22 / TC27 Product Reference Guide for further help.

    To perform a hard reset, follow these steps:

    1. Press the Power and Volume Up buttons together for at least four seconds until the screen turns off
    2. Wait for the scanner to restart

    If the device doesn’t respond after a hard reset, read Further Support and Warranty Information.

 

Ordering a New Battery

A standard battery should last around 10 hours when fully charged. This will decrease over time.

If your scanner notification LED slowly blinks red while charging (one blink every four seconds), the battery has reached its end of life and will need to be replaced.

For information on ordering a new battery, click the tab below depending on your region.

Once you’ve received your new battery, insert it into the battery compartment on the back of the scanner. Charge the battery until the notification light above the display is solid green.

 

Further Support and Warranty Information

Click the tab below to find support and warranty information for your region.

  • UK and Ireland

    Zebra scanners come with a one year warranty as standard. Scanners purchased through Spektrix come with the option to buy a three year warranty at the point of purchase Please read Zebra Product Warranty Information for further information.

    If your scanner, or the accessories supplied with it, develop a fault within your warranty period, contact Support for further help. Our team will liaise with the supplier on your behalf.

  • US and Canada

    Zebra Scanners purchased through SSE technologies or another vendor have a one year warranty. Read Zebra Product Warranty Information for further information.

    If your scanner, or the accessories supplied with it, develop a fault within 12 months of purchase, contact your vendor for further assistance.