Heads up! This article is old.
In 2024 (iOS) and 2025 (Android) we launched a brand new scanning app with loads of great new features, which you should definitely use if you can.
This article is about the legacy "PatronTicket Barcode Scanning" Android app, which is no longer available to download and will be retired soon.
The new Android app requires Android 9 or higher. If you're currently using the legacy app on older Android devices, you can continue doing so for now, but we encourage you to make a plan to upgrade to the new app soon.
If you're still using the legacy Android scanning app, this article is a reference for the settings and functionality of that app. If you're able to use the new app, you want this article instead.
- How Barcode Scanning works on the legacy app
- Compatible Equipment for the legacy app
- How to configure the legacy PatronTicket Barcode Scanning App
- How to scan tickets with the camera
- How to scan tickets with a Socket Mobile scanner
How does the legacy Barcode Scanning app work?
Using the PatronTicket Barcode Scanner app on an older Android device, you'll download a list of events that sync directly with your PatronManager account. As you scan tickets for your event, the app will automatically sync with your PatronManager account, tracking all your your patrons that have attended.
This feature requires either WiFi at your venue or a data plan.
What you'll see on your scanning device
When a "good" ticket is scanned, the screen flashes green and displays the name of the patron as well as the location of their seats.
When a "bad" ticket is scanned, the screen flashes red and indicates why it's bad:
- It's a ticket for a show on a different date,
- It's been refunded/exchanged, or
- It's already been used
What you'll see in PatronManager
When a ticket is scanned, the Attended checkbox on the Ticket Order gets checked in real time! Scans are constantly uploaded to PatronManager while you're scanning. In addition, you can run a report to see where and when the ticket was scanned.
What equipment is compatible with the legacy app?
The legacy PatronTicket Barcode Scanning App is compatible with Android mobile devices running Android Marshmallow version 6.0.1 or higher.
Because the legacy app was designed for older Android devices where the camera may struggle more in low light, the legacy app is also compatible with a dedicated Socket Mobile scanner that connects to the Android.
If you choose to use it, the Socket Mobile scanner relays the barcode data from scanned tickets to the Android device, which in turn syncs to PatronManager.
No matter what, you'll use the phone or scanner to scan both paper tickets and tickets on phone screens.
How do I configure the legacy app?
The legacy app is no longer available to download. If you don't have the app already loaded on your device, you'll need to use the new scanning app instead.
1. Register the device with PatronManager
Before we can scan tickets with this device, we need to connect it to our PatronManager account.
1.1. On a computer, log into your PatronManager account; via the App Launcher, search and click on Devices
1.2. Click New
1.3. Give the device a name (like "Emily's Phone" or "Ticket Scanner #1"), and click Save
1.4. You'll end up on a page that looks like this; time to pick your phone back up
1.5. In the PatronTicket Barcode Scanner app, tap Auto-configure
1.6. Scan the QR on your PatronManager screen
2. Finish configuring your device
While you're on the Settings screen, there are two more settings for you to consider: Inventory Validation and Wrong Instance.
Inventory Validation
- Choose "Prompt if the ticket is not in the local database" if: you want your ushers to be prompted every time a ticket is not in the database on the phone. This is the best option if the internet connection at your venue is strong, and validation of each ticket in real-time is of utmost important to you.
- Choose "Accept the ticket without prompting" if: your internet connection is slow or spotty and validation in real-time is not hugely important to you.
Note that both options reject tickets for the wrong event instance or that have been refunded (assuming the device was able to download the updated ticket info after it was refunded).
Wrong Instance
- Choose "Prompt if the ticket is for the wrong performance" if: you'd like your ushers to have the option to accept the ticket even if it's for the wrong performance. You may select this option if you have timed entry or general admission seating.
- Choose "Reject the ticket": if you know there are no circumstances under which you'd want to allow someone into the hall with a ticket for the wrong performance. This option is best for organizations that have assigned seating.
Now you're ready to start scanning! Tap the "Back" button on the phone to return to the event list.
How do I configure a Socket Mobile device?
Set up your Socket Mobile S840 / S850 / 8Qi scanner
The S800 series are small, thin, and easy to use scanners. The S840 also comes with a universal clip that you can attach to the back of your Android mobile device for optimal one-handed operation!
Before you begin, make sure your Socket Mobile scanner is powered off.
1. Launch the PatronTicket Barcode Scanner app
2. Press the Menu button on your device to go to "Settings"
3. Tap "Device"
4. Select the Socket Mobile CHS option
5. Now tap "Setup Socket Mobile CHS"
6. Install the Socket Mobile Companion app, as prompted
You can also get to the Socket Mobile Companion app with this link.
7. Once the app is installed, open the Socket Mobile Companion and click "Add A Reader"
If asked to enable your location, select "While using the app."
8. Follow the prompts from the app to pair your device until you get to "Set Up Complete", then click "Done"
9. Head back to the PatronTicket Barcode Scanner app to click a show to scan or click "Ad Hoc Scan"
10. You'll see that the device is ready to scan
Alright, you're ready to start scanning!
Set up your Socket Mobile 7Xi scanner
If you're purchasing scanners for the first time, go with the Socket Mobile S800 models above. The Socket Mobile 7Xi has been discontinued, but if you already have one it is still a good small, lightweight, and comfortable to hold device.
Before you begin, make sure your Socket Mobile scanner is powered off.
1. Launch the PatronTicket Barcode Scanner app
2. Press the three dots Menu button on your device
3. Select "Settings" from the menu that appears
4. Tap "Device"
5. Select the Socket Mobile CHS option
6. Now tap "Setup Socket Mobile CHS"
7. Install the Socket Mobile Companion app, as prompted
You can also get to the Socket Mobile Companion app with this link.
8. Go to your device's settings and copy the Bluetooth Address by tapping and holding the address
9. Go back into the Socket Mobile Companion app and click "More"
10. Click "Android Bluetooth address" and paste the Bluetooth Address you copied into the dialogue box
Doing this allows the device and scanner can talk to each other.
11. Click "My Reader" to get to the main page
12. Click "Add A Reader"
If asked to enable your location, select "While using the app."
13. Follow the prompts from the app, and at Activate Pairing Mode, click the "Don't Hear Three Tones?" link
14. Click "Pair in Legacy Mode"
15. Follow the prompts to the Activate Legacy Pairing Mode page and scan the barcode that appears
Make sure to scan the code on your phone screen, not the one above!
16. After scanning the barcode on your phone screen, scan this SPP QR code
Scan the QR code above! Click the image to enlarge it if needed.
17. Once you've scanned the SPP barcode, click "Next Step"
18. Select your device
19. Click "Pair" and allow the pairing to happen
20. You'll get a "Set Up Complete" page and can click "Done"
21. Head back to the PatronTicket Barcode Scanner app to click a show to scan or click "Ad Hoc Scan"
22. You'll see that the device is ready to scan
Alright! You're ready to start scanning!
I've had my Barcode Scanner set up for a while. What's this new Socket Mobile Companion app?
If your Barcode Scanning device is already set up, as of February 1, 2022, when you update to the latest version of the PatronTicket Barcode Scanner app you will be prompted to install the Socket Mobile Companion app.
Follow the prompt on your device screen to install the Socket Mobile Companion app from the Google Play Store. You can also get to the app with this link.
Once you install the app, close out of the Google Play Store and go back to the PatronTicket Barcode Scanner app.
Because your previously paired Socket Mobile device is already connected, you don't have to open the Socket Mobile Companion app. If you do go into the Socket Mobile Companion app, you will be prompted to connect new devices.
Now, with the Socket Mobile Companion app installed, the Socket Mobile scanner will recognize the existing pairing. This allows the scanner to reconnect faster when the Android device wakes up after going to sleep!
How do I scan tickets with the legacy Android app?
If you already have the legacy PatronTicket Barcode Scanning App, here's how to use it.
1. Open the PatronTicket Barcode Scanner app
2. You'll see a list of upcoming Event Instances - tap the one you're scanning for
3. Find the QR code within the viewfinder on the Android's screen
If you're having trouble scanning your ticket you may need to set the Focus Lock on your device.
Follow these steps:
- Place your first ticket on the flat surface within the viewfinder.
- Once it's in focus, tap the little box in the upper right hand corner to set the "Focus Lock" at the right distance.
- Now that the camera is focused on that spot, place every ticket right on that flat surface within the viewfinder.
The camera on an Android mobile device does not always work well in low-light areas. You may want to consider purchasing a small light to help increase visibility.
If the screen flashes green, everything's ok
This means the ticket is valid for the Event Instance you've selected (i.e. a "successful" scan).
If the screen flashes red, they don't have a valid ticket
They've either already been scanned at this venue or they are for a different event instance.
How do I scan tickets using a Socket Mobile scanner?
We no longer recommend purchasing Socket Mobile Scanners, as newer Android devices tend to work just fine for scanning tickets as-is. If you already have Socket Mobile Scanners, you can use them with the legacy app if you'd like.
Before you begin, make sure your socket mobile scanner is powered off.
1. Open the PatronTicket Barcode Scanner app
2. You'll see a list of upcoming Event Instances - tap the one you're scanning for
3. Next you'll see a black screen. It should say "Waiting for scanner..." at the bottom
4. Press and hold the power button to turn on the scanner
5. Wait until you hear the scanner beep. The Android device will now display the name of the scanner, which means they are properly synced and ready for scanning!
6. Point the scanner at the ticket's QR code
7. Press and hold the large button to scan
8. Point the red light at the center of the QR code
If the screen flashes green, everything's ok
This means the ticket is valid for the Event Instance you've selected (i.e. a "successful" scan).
If the screen flashes red, they don't have a valid ticket
They've either already been scanned at this venue or they are for a different event instance.
Troubleshooting the legacy scanning app
If you experience issues with the legacy app, but aren't yet able to switch over to the new app, here are some troubleshooting tips and tricks.
Socket Mobile Scanner Keeps Disconnecting
Explanation: Bluetooth connection issues sometimes occur when pairing any device (ie: headphones, speakers, scanners) with your phone. If the Bluetooth connection is disrupted, this can cause your Socket Mobile scanner and phone to become disconnected.
Solution: You will need to check on the status of your Bluetooth settings, and you may need to re-pair your Socket Mobile scanner with your Android device.
1. Check to see if Bluetooth is turned on by looking at the settings on your Android phone.
2. Check to see if your Android phone has an available update.
If so, update your phone to the latest Android operating system. We recommend using Android version 6.0.1 (Marshmallow) or above when operating the PatronManager Barcode Scanning app.
3. Power down both the phone and the Socket Mobile scanner. Turn them back on and ensure they are connected to each other.
4. Turn Bluetooth off and on again from the phone's menu.
5. If this still hasn't worked, you should start over, pairing your Android phone with the Socket Mobile scanner.
Go to Bluetooth settings on the phone to view the list of paired devices. If you have previously paired your Socket Mobile scanner to this phone, you should see the device listed here. If you don't see the Socket Mobile device listed in Bluetooth settings, it's likely these devices were never paired with each other.
If the Socket Mobile scanner appears, click the settings icon next to the device name and select "forget". This will disconnect the scanner from the phone. After this step you can go through the pairing process again.
To reconnect your Socket Mobile Scanner to your Android Mobile device, follow the instructions in our help article How to Set Up Your Barcode Scanning Decvice.
The Android screen isn't flashing after every scan
Explanation: If the screen on the Android device doesn't light up for every scan, it's likely the scanner and the Android device didn't pair properly when you started scanning.
Solution: Re-sync your Socket Mobile scanner:
- Return to the home screen of the PatronManager Barcode Scanning app on the Android device.
- Turn off the Socket scanner.
- Choose your event on the Android device.
- Wait for the words "Waiting for scanner..." to appear on the device screen.
- Once those words appear, turn on the Socket scanner.
- Wait for the beep. The Socket scanner will beep, and the name of the scanner will appear at the bottom of the Android screen in place of "Waiting for scanner..."
- Now you are ready to begin scanning.
- Turn off both devices.
- Turn on the Android device, then follow the same procedure as above to begin scanning.
Try re-syncing your Socket Mobile scanner with your Android device by following the instructions in our How to Set Up Your Bardcode Scanning Device help article.
Unable to connect to to the internet
Explanation: If your venue does not have a strong internet connection, or a no connection at all, your scanned tickets will no longer be able to sync in real time with PatronManager
Solution: Once you're back in a place with internet connection you can upload your scanned tickets to PatronManager through the PatronManager Barcode Scanning app.
1. Open the PatronTicket Barcode Scanner app
2. Click the Menu button
3. Tap "Show Scans"
4. Tap "Upload Now"
Your scanned tickets will now appear as attended in PatronManager for your Event Instance
Camera on Android Mobile Device is not scanning tickets
Explanation: You might have trouble scanning tickets with your Android device. This could because your camera lens isn't focused, or it's possible that your Android device is not properly connected to the PatronManager Barcode Scanning app.
Solution: Try setting up Focus Lock on your device, or check to make sure you're using the most up-to date Android operating system.
While it is possible to use the camera on an Android mobile device instead of using a recommended Socket Mobile Scanner, it does not always work well in low-light areas. If you plan on using just your mobile device, you may want to consider purchasing a small light to help increase visibility.
This experience may differ depend on which mobile device you are using, and if the device is on a steady surface.
To set the Focus Lock:
- Place your first ticket on the flat surface within the viewfinder.
- Once it's in focus, tap the little box in the upper right hand corner to set the "Focus Lock" at the right distance.
- Now that the camera is focused on that spot, place every ticket right on that flat surface within the viewfinder.
Make sure your device is using the latest Android updates available. Follow the steps in this link to make sure you're using the latest version available for you: https://support.google.com/android/answer/7680439?hl=en
Make sure to check out our Barcode Scanning Devices Buyer's Guide for device recommendations.
Trouble scanning from a screen
Explanation: If a patron brings in their Print-at-Home ticket on their phone or mobile device and your scanner does nothing and isn't registering the scan, it's likely due to the screen resolution on the device with the barcode.
Solution: Ask the patron to increase the brightness on their device screen, or try having the patron zoom in or out on the barcode from their device screen. If that fails, you can print a ticket for them at your Box Office and scan the printed barcode.
The Socket Mobile scanner is damaged
If the Socket Mobile scanner or accessory has become damaged physically, please reach out to Socket Mobile support directly at http://support.socketmobile.com/default.asp
"URL Parsing exception thrown" error
Explanation: This error usually appears after enabling Enhanced Domains and means that the URL for validating tickets via scanning has changed.
Solution: Reconfigure your scanners.
Other Common Error Messages
Here's a list of some other error messages you may see while scanning tickets, along with what they mean.
NOT_A_PATRON_TICKET
Explanation: The QR code being scanned is invalid. For example, if you were to scan a random QR code from the internet and not from a PatronManager ticket.
Solution: Double check that the QR code is on a PatronManager ticket. If it isn't, print a new ticket for the patron to scan them in.
CORRUPT_TICKET
Explanation: This error indicates that someone tampered with the payload of the QR code to try to gain entry for a ticket they don't own
Solution: Verify the identity of the patron matches the ticket purchaser.
DUPLICATE_ENTRY
Explanation: This ticket has already been scanned.
Solution: Depends on your venue policy - this could mean the patron printed more than one copy of the same ticket and a different patron is already inside with a copy of the same ticket, or it could mean the same ticket was already scanned and the patron just stepped outside for a moment.
WRONG_EVENT_INSTANCE
Explanation: The ticket does not match the Event Instance set on the scanner. For example, the ticket is for a different performance, or the person scanning tickets selected the wrong Event Instance when setting up the scanner.
Solution: Verify that the ticket presented is for the correct Event Instance. If the ticket is correct, check that the correct Event Instance was selected for scanning.
REFUNDED_TICKET
Explanation: This ticket was refunded or exchanged, so it's no longer valid.
Solution: Check the ticket in PatronManager to see what happened on that Ticket Order. Perhaps there's a new ticket to print and scan, or perhaps the patron exchanged their ticket for a different date and is now accidentally at the wrong show.