Troubleshooting

How do I restart the Ledger App or the Scanner?

A common method of fixing possible glitches or problems encountered.

The Ledger App

For errors found inside the app.

Go to Recent Apps
If the device is an iPhone, swipe up from the bottom of the screen and hold.
If the device is an Android, swipe up from the bottom of the screen and select the lower right icon.

Restarting App
Swipe the app up to close it, and wait a short while or a few seconds to make sure it fully refreshes. Re-enter the app.

The Scanner

For errors found when trying to scan or use the scanner itself.

Remove and Reattach Scanner Handle Battery
There should be a battery inside the handle; there are two tabs on each side. Press these two tabs and pull back. You don’t have to fully detach the battery.
Align the battery properly and press the battery fully back into the handle until you hear a click. Your scanner should turn on again.
You may have to reconnect your scanner.

Reconnect Scanner to Device
Go to Reconnect Reader in Ledger and reconnect your device.

Scanner not functioning or scanning

Inspect Scanner Sled
You can check if the scanner still activates by quickly pointing the scanner at your palm and pressing the bottom trigger, checking if barcode scanning still works.
RFID testing
Navigate to the 123RFID Mobile app and, connecting your reader, attempt to scan RFID tags; this tests RFID scanning while not sending an asset.

Check Scanner Connection

Back out to the main menu and check if the reader is still connected. If it’s not connected, it will display red on the Bluetooth icon at the top left of the screen. Enter into Recover/Reconnect Scanner and attempt to reconnect your device if this happens again. Also, see My scanner isn’t connecting.

RFID is already on another Asset

Let’s say Asset B has the same scanned info as Asset A, that was scanned a while ago. When this happens, this is usually because…

• When Asset A was scanned, the tag accidentally scanned was Asset B’s proper tag. Usually the RFID Chip.
• There was a misprint in tags and Asset A and Asset B have the same code. Easily detectable with Barcodes, if Barcodes are used in these orders. You should be prompted to fix the conflict by entering the Conflict page.

How to use the Conflict page

Be careful! When you edit the fields in the Conflict page, this changes the other asset (Asset A), not the one you’re scanning right now (Asset B).

RFID Field

Scan the RFID field on the old asset, and make sure that it is different from the other asset. If the two do match, notify your supervisor. If they do not match and the older asset's RFID is corrected, select Confirm.

Asset ID Field / Comparing Asset ID tags

Compare the codes between Asset A and Asset B. If they are the same, please report to your supervisor. If the older asset's ID is corrected, select Confirm.

My scanner isn’t connecting

If your scanner isn’t connecting, check the following:

Scanner

Check if the scanner is still on or how the battery icon looks. If it is not green or yellow, the scanner’s battery may be depleted and needs charging.

Device Permissions

The connected device might not have app permissions set for Ledger. Go to Settings and to Apps. Find the Ledger app and enable Nearby Devices as a permission.

Connected to another Device

Especially if the device is not attached to the scanner, the scanner may have difficulty connecting to the currently used device: it used to be assigned to another device, and it didn’t properly disconnect. Check if there is anyone else that used the device before this one, and make sure the scanner is fully disconnected before trying again.

My device lost internet connection during a scan

When finishing a scan and returning connection, your device should start sending the finished asset scan immediately.

If this fails, restart the app and try to continue scanning your order. Note that your scanned order progress may reset upon this action. If your Order requires multiple items to scan to finish, the order might retain its partially scanned items.

I scanned the wrong RFID or Barcode for an asset

When scanning an RFID or barcode in the wrong order, or scanning either of those from a different source…

Scanned in the wrong order

Typically this would and should get caught by the Conflict screen - see RFID or Asset ID is already on another asset.

Scanned or typed different/wrong value

If scanning an asset's fields that is outside of the Event Group you are working on, or accidentally typing a possible (but not correct) value in, you are not able to directly change it. Please notify your supervisor and what asset it was.