Are you encountering questions/problems? This article contains some easy solutions for frequently asked questions regarding the scanning app.
The scanner bleeps but the screen doesn’t change colour
The most common reason is the cursor in the text field at the bottom in Scanware. Without this cursor, the scanner isn’t able to type the barcode in the field. Regard the USB scanner as a special keyboard made for barcodes: it needs to be able to type somewhere.
Search/Scan using order number
If an order number is all you have, the complete order can be scanned (note: all e-tickets belonging to this order will be scanned). Go to ‘Scan’, then select ‘Scan using order number’ and enter the order number. You can now see how many valid tickets are available within this order. If you confirm, you need to wait for a couple of seconds to ensure that the tickets haven’t been scanned before (a pop-up will appear if this is the case).
Search/Scan using name
If someone has forgotten or lost their ticket it’s possible to search using a name. By doing this you can scan the whole order (note: all tickets belonging to this order will be scanned). Always check personal information by asking for a passport or other proof of identity before starting to scan using a name. Go to ‘Scan’, then go to ‘Using name’, select ‘Frontoffice’ and ‘Ticketware’ to view the complete list of people with a valid ticket. Enter the name to search for the correct order and click ‘Scan’. You can now see how many valid tickets are available within this order. If you confirm, you need to wait for a couple of seconds to ensure that the tickets haven’t been scanned before (a pop-up will appear if this is the case).
Barcode not legible
If the scanner doesn’t read the barcode properly, you can enter the barcode in Scanware manually by simply entering the number (12 or 13 digits) displayed under the barcode. You can do this in the same field as the USB scanner (in Scanware, at the bottom, next to ‘Scan’). Click ‘Scan’ after entering the barcode.
It’s also possible that barcodes are read incorrectly because of hardware settings in the USB scanner. These settings can be reset by using our reset-barcode.
Step 1: Connecting the scanner
To scan the reset-barcode, you only need to connect the scanner to a PC or laptop using a USB port. You don’t need to log in to Paylogic Scanware.
Step 2: Scanning the barcode
Scan barcode below. The scanner will now make a bleeping noise. The scanner has now been reset.