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Barcode Scanning Troubleshooting: https://help.pm.leapevent.tech/a/1155530
If you're experiencing problems when using your Socket Mobile Scanner or the PatronManager Barcode Scanning app on your Android device, don't worry, we have you covered. We'll show you what to do when:
- Socket Mobile Scanner Keeps Disconnecting
- The Android screen isn't flashing after every scan
- Unable to connect to to the internet
- Camera on Android Mobile Device is not scanning tickets
- Scanning off another mobile device screen
- The Socket Mobile scanner has been damaged
- "URL Parsing exception thrown" error
- Other common error messages
This article answers the question "Why isn't my Barcode Scanner working?" rather than "How do I use Barcode Scanning?"
For instructional articles, check out our How to Scan Ticket Barcodes and How to Set Up Your Barcode Scanning Device.
Before going through any other troubleshooting,, we recommend making sure that both the Patron Ticket Barcode Scanning app and your Androids OS up-to-date and on the latest versions.
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.