In this guide, you can find some of the most common questions about Scan & Go using portable scanners, and how to guide users accordingly.

Q: I scanned a product but I see "Product not found"

Answer: For a product to be scannable on Scan & Go, two things should already be in place: The product information should be imported to the shopreme backend, and this product should have price information for the current store. If you have a product without a price, it cannot be added to the Scan & Go digital cart.

Prices can only be imported for existing products, so the product import should be set up as a first step. You can read more details about the Product Import here.

If you scan a product and see “Product not found”, please verify the following:

1. The product number should exist in the shopreme Management Console.

2. If the product exists, verify that the Scan Code (EAN) on the product matches the one in the Product detail page.

3. If the barcodes match, verify that there is a price for the current store where the portable scanner is used.

You can learn more about the DataHub import jobs here.

Q: I scanned a product but the displayed price is not correct

Answer: The price displayed on the app digital cart is provided by the Price Import job, from the shopreme DataHub by default. If a price is not correct, one of the following issues may have occurred:

1. The last Price Import job did not run correctly. Verify the status of the last job run in the shopreme Management Console and see if there was any error.

2. If the last Price Import ran successfully using the correct files, it is possible that the API did not provide an updated file. Verify that the prices are correct in your retailer system and that they were supplied timely to shopreme.

3. If the (source) data supplied is correct and the jobs ran correctly, the issue may need to be investigated in more detail. Please contact shopreme support and provide the following information:

   • product number,

   • product scan code,

   • app version used,

   • incorrect price,

   • correct price.

If a third-party service also validates your price, please reach out to your shopreme integration consultant for further guidance. The price calculation in this case does not depend solely on shopreme.

Q: The portable device appears as "Offline" in the Management Console

Answer: The shopreme Management Console offers the Portable Scanners section, where you can see all your registered portable devices for each store.

The shopreme system will automatically sync all devices every 5 minutes to check the devices’ last state, including whether they are charging or in use, or whether they are using the last stylesheet version available.

If a device cannot reach the shopreme backend after two failed sync requests, it will be considered offline. In this case, review the individual device network settings and check the following:

1. The device is connected to the correct Wi-Fi network.

2. If the network requires specific Wi-Fi credentials, the correct credentials are configured for this device.

3. No firewall is blocking any connections between the devices and shopreme.

If you have questions about what IP address should be whitelisted in your network, review our “Network infrastructure” article.

Q: I cannot unlock a device from the cradle

Answer: Unlocking devices works by sending push notifications to portable scanner devices, thanks to the Google Cloud Messaging service. There are three ways to unlock a device:

1. Using the Unlocking Station as a customer with the loyalty card, which will unlock the device with the highest battery available in the cradles in the current store. Uses push notification.

2. Unlocking a specific device from the shopreme Management Console, in the device detail dialog. Uses push notification.

3. Unlocking a device by scanning the Supervisor app unlock code. Does not use push notifications. This can help you verify that the devices can get unlocked even if the push notification service is unavailable for any technical reason.

If your devices cannot get unlocked automatically, make sure that the Google Cloud Messaging (Push Service) is whitelisted in your network. Review this information in our “Network infrastructure” article.

Q: I want to pay but see an error "There was a problem calculating the price…"

Answer: This error states that the price for a specific product or for the entire basket could not be calculated. The most common cause is a particular product that could not be recognized by the price engine. Removing this faulty product from the cart in the app will likely fix the issue.

If your price calculation engine is managed by a third-party service, please reach out to this team to report the problem. If you need any specific logs from a transaction to send them to a third-party, contact shopreme support providing the following details: Transaction timestamp, transaction ID (shopreme ID), basket total value.

Our team can review this transaction and provide the request and response information from the third-party to determine the reason for the price calculation error. If any information is missing, our team may require additional details to be able to find the relevant details.

Q: The portable device screen is black

Answer: If the device screen does not turn, even when trying to scan any codes (the scanner also does not light up), the device may be low on battery. Put it on the charging cradle, and ensure that the cradle responds by flashing green (Zebra PS20/PS30). If the cradle does not flash green, it may not be working correctly and cannot charge any devices. In that case, try using another cradle to charge the portable device. If the issue persists, there might be a hardware issue and the device will need to be checked by a technician.