Use this article for warehouse handheld scanners (such as Zebra scanners) that will not connect, are stuck in airplane or safe mode, or will not read barcodes.

Scanner is not connecting

  1. Swipe down from the top of the screen and make sure Wi-Fi is on and airplane mode is off.
  2. Restart the scanner: hold the power button, then tap Restart.
  3. Make sure the battery is charged.

Scanner says "Safe mode"

Restart the scanner once. If it still shows "Safe mode," stop using it and open a ticket. IT will arrange to collect it and give you a replacement if one is available.

Scanner will not read barcodes or QR codes

  1. Wipe the scan window with a soft, dry cloth.
  2. Try scanning a different, clearly printed barcode to see whether the problem is the label or the scanner.
  3. If it still will not read, open a ticket. IT will send a replacement.

Scanner needs the warehouse site link or a new user login

Scanner logins and warehouse site access are requested by a supervisor. Open a ticket with the employee's name, location, and which tasks they need (for example, Move, Picking, RTS, Putaway). IT will provide the login details to the supervisor. Do not include passwords in tickets or email.

What to include in your ticket

  • The scanner's number or the phone number on its label.
  • Your building.
  • What the screen shows (a photo helps).