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Troubleshooting Ticket Scanning

Dave Carr
Dave Carr
  • Updated

You may encounter problems when scanning Tickets (Print at Home Tickets/E-tickets or Digital Passes). In the Scanning Interface, this is indicated by an error or a warning. In this article, we’ll explain how to troubleshoot the different scanning responses you’ll see in the Scanning Interface.

This article is for users who are experiencing issues while scanning tickets. If you’re experiencing issues with your ticket scanning equipment, for example, if you are unable to turn on the device, visit the Troubleshooting Ticket Scanners section of the Support Centre for more help.

 

Ticket Scan responses in the Scanning Interface

Each time a Ticket is scanned, the Scanning Interface will display a response and corresponding colour.

The beep you will hear will depend on the outcome of the ticket scan. The notification sound for a successful scan will differ from an unsuccessful scan or ticket that has been scanned before.

 

Successful ticket scan

When a ticket is successfully scanned for the first time, the Scanning Interface will display the scan information over a green background:

successfully_scanned_ticket_in_scanning_interface.png

TIP: For more information on what is displayed on this screen, read The Spektrix Scanning Interface.

 

Ticket has been scanned before

There are some occassions where you might scan a ticket more than once. For example, when re-admitting customers after an intermission.

The Scanning Interface will display a warning “Ticket has been scanned before” over an orange background:

scan_history_of_a_ticket.png

You’ll also be able to see the scan history in the Scanning Interface:

ticket_has_been_scanned_before.png

 

If the ticket has been scanned before, we recommend carrying out further checks. For example:

  • Time of the first scan: Check the time of the first scan and compare this to the second scan. This could help to rule out an accidental scan. For example, where there are multiple tickets in an Order and the same ticket is scanned twice.
     
  • Scan location: Check which User scanned the ticket and their location. For example, a ticket is scanned by a User at one door and then subsequently scanned by a different User at another door. This may help determine if a ticket could have been shared with another person.
     
  • Group bookings: Ask your customer if they have shared the scanned tickets with others instead of the remaining tickets in the Order.

TIP: If a ticket has been scanned multiple times, we recommend performing your own checks to make sure the ticket is valid. These checks must be carried out in Spektrix.

If a ticket has been scanned before, this is considered a successful scan as the QR code/barcode is valid. The ticket scanning history will be updated to reflect a subsequent successful scan.

 

Ticket has been returned

If a ticket has been returned, the Scanning Interface will display the error “Ticket has been returned” over a red background:

Screenshot_20250912_114532_Chrome.jpg

 

Check the following:

TIP: These checks must be carried out in the Sales Interface.

 

Barcode not recognised/Barcode not found

If a barcode is not recognised, the Scanning Interface will display the error “Barcode not recognised” or “Barcode not found” over a red background:

barcode_not_recognised.jpg
barcode_not_found.png

 

This message indicates that the scanner can’t read the QR code/barcode. Check the following:

  • Correct Ticket: Check the ticket is for an Event at your venue/organisation and that the ticket was issued directly from your venue/organisation or authorised third-party.
  • Size of QR code/barcode: A QR code/barcode may print clearly but may be too small for the scanner to detect.
  • Quality of QR code/barcode: If the ticket is poor quality due to low ink, or folds, this can affect the quality of the QR code/barcode.
  • Insufficient or uneven lighting: Try scanning in a brightly lit area. If scanning from a mobile device, ask the customer to increase their screen brightness.
  • Dirty scanner lens: Wipe the scanner lens with a soft cloth.

If you can’t scan a ticket after checking the above, you can:

Take a look at How to Scan Tickets for more information.

 

Ticket is for an instance not enabled in this scanner

If a Ticket is scanned for an Instance which hasn’t been enabled on the scanner, the Scanning Interface will display “Ticket is for an instance not enabled in this scanner” over an orange background:

ticket_for_instance_not_enabled_on_scanner.png

 

This usually indicates:

  • Event Instance not enabled: Enable the Instance in the Scanning interface.
  • Ticket is for a past or future Event: Ask the customer to check their Order Confirmation email for the Event details. Alternatively, look up the Order in the Sales Interface.
  • Ticket has been exchanged: Check the ticket is for the correct Instance. For example, it might have been exchanged for a different date.

TIP: These checks must be carried out in the Sales Interface.

Tickets have changed status (bulk scanning)

When scanning tickets in bulk, if any ticket for the same Customer and Event Instance changes to scanned or returned before the remaining tickets are scanned in bulk, the Scanning Interface will display a warning:

“One or more tickets due to be bulk scanned have have changed status so the bulk scan was not completed."

Go to the Order history in the Customer Record and check:

 

Key Takeaways

  • Ensure the Event Instance is enabled in the Scanning Interface
  • For customers with multiple tickets in an Order, make sure each ticket is scanned
  • Scan tickets in a brightly lit environment
  • If scanning a ticket or digital pass from a device, ask the customer to increase their screen brightness

 

Further Reading

To learn more about scanning, check out the following: