Troubleshooting technical issues

Scanner issues

The table scanner scans poorly

What to check:

• Light reflection – Too much light from above can affect the scanning quality – try turning off or turning down any bright store lights that are directly above the scanner, to compare results.

• Red light reaction – When you hover an item over the scanner, does the red light turn on? Does the reaction happen immediately and consistently? If there are delays or inconsistencies, there may be a hardware issue.

• Cables – Make sure all cables are securely connected and not loose.

• Sounds – If the scanner beeps 4 times quickly and loudly after any barcode is scanned, it cannot communicate with the matrix app. The scanner could be disconnected. Try restarting the device first, and if the issue persists, check that all cables are tightly connected.

• Is the Zebra table scanner connected to a Zebra hand scanner? Verify that the hand scanner only turns on its green light when pressing the trigger button. If the scanner is always green, contact shopreme support for assistance.

The hand scanner is not working

What to check:

• Connection – Is the hand scanner plugged into the table scanner correctly?

  • The hand scanner should be plugged directly into the table scanner:

• The hand scanner cable should be connected through a hole in the back of the device. This ensures that the hand scanner cable can reach the table scanner. (Note: The device has a thin, pre-cut hole on the back that you can remove by tapping it out with a nail and hammer)

• Green light – When you press the trigger button on the hand scanner, does the light turn on?

  • Is the green light always on? If yes, the hand scanner is not configured correctly.

  • Is the green light off when you hold the scanner, but it is always green when it is in the holder? If yes, the hand scanner is not configured correctly.

If the scanner is not configured correctly or it still does not work, open a support ticket in our Support Portal here. Please provide the following information:

• A video with sound that shows the scanner lights and the issue.

• Take pictures of the cables, the scanner, and the area around it.

Printer issues

A printer error is shown / The printer is not printing receipts

What to try:

• Restart the printer – Turn it off and on with the switch on the top of the printer to restart it.

• Open and close the printer lid — This can help if some paper is stuck or the paper cutter has an error.

• Check the paper roll – Is the paper placed correctly? Try replacing it with a full roll. This can reset the paper sensor.

If the error does not go away, open a support ticket in our Support Portal here.

• Record a video:

  • Start the video before turning on the printer.

  • Show the lights on the printer when it turns on, as these lights can help us identify internal printer errors.

Power supply and rebooting

Possible reason: Power over Ethernet (PoE).

Background information:

• The system detects power to know when to restart.

• If PoE is active, the power is not fully turned off, so the device might not restart correctly.

What to try:

• Use the power switch to turn the system off and on manually.

• If this works, the issue is likely PoE. Please check with your network team to turn off PoE for the Ethernet (LAN cable) socket this device is connected to.

If the device still does not start, there may be a different problem. Our support team can help further, by submitting a ticket in our Support Portal here.

Internet connection

"Internet unavailable" message is shown

Why this happens:

• The matrix and vector apps will report as “No internet available” if a request fails or the Android system reports it has no internet connectivity.

What to check:

• Cables – Are they plugged in properly?

  • Check the “Cabling and Connections” guide for further explanations.

• IP Whitelist – Is the device allowed to reach out to all of our IP addresses on the network

  • Check the “Cabling and Connections” guide for more details.

• Network Testing – Please reach out to the network team to make sure the store is not having any network issues.

  • Please note when testing that pinging the device within the same network does not mean that the device can connect to shopreme servers.

If the issues persist, and you need further help, open a support ticket in our Support Portal here. Our support team can help you diagnose the issue.

Out-of-Order screen

Issue: I rebooted the device, but the out-of-order screen still appears on the screen. What can I do?

Answer: This sounds as if the out-of-order state is enabled manually on the device. This can only be disabled from the device settings, or from the Management Console (matrix SCO details page).

Please scan the Settings code from your Supervisor app to open the matrix settings, and make sure that the Out of order state is Disabled. Then, close the settings and the app should go back to the ready-for-shopping state.

If the Out-of-Order screen shows a specific error, please review the possible issues and steps to resolve them, in the “Error messages and out-of-order screens” article.