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PLEASE NOTE: While all items were tested and provisioned for your festival (except if it comes directly from another festival), please test everything upon arrival and before your event, including all charging cables, wall blocks, and power stations, to ensure they’re in working order. If you encounter any issues, or notice damage from shipping, please reach out immediately for assistance. If you do not test your equipment before your event, you will not be eligible for replacement units nor any refunds.
There are a few ways in which a scanner can malfunction; having difficulty charging, having difficulty retaining charge or the laser may not fire (illuminate) when the laser button on the right side of the scanner is pressed.
The scanner has two components; the scanner sled and an iPod or iPhone. Both components can charge through the charging port on the bottom of the sled, but occasionally they may discharge at different rates, which can impact the way that the scanner functions.
The communication between the scanner sled and the iPod or iPhone can be disrupted when the charge on the scanner falls below 25%. It is always prudent to put a scanner on a charger when it reaches 50% battery life.
When troubleshooting a scanner, please start by ensuring that the scanner is well charged.
Check the charge on the Scanner Sled
Turn the scanner over so that you are looking at the charging port on the bottom of the scanner. Click the long clear button above the charging port. Pressing this button should cause up to 4 green lights to illuminate on the bottom of the scanner.
These lights are the battery indicator lights for the scanner sled. 4 green lights indicate that the sled is fully charged, 0 lights indicates the sled battery is completely discharged.
If the scanner sled is showing fewer than 4 green lights, please connect the sled to a charger. While connected to a charger, the green indicator lights will flash until the sled is fully charged.
If the sled’s battery is fully discharged, the green indicator lights may not illuminate or flash at first.
If a sled’s battery is mostly discharged, it may charge better using a mini usb cable. If it does not appear to be taking a charge using the mini usb cable, please try putting it on a charging dock if one was provided with your order. When charging with a mini usb cable, please be sure that the cable is plugged into an outlet using a charging block. Plugging the mini usb cable into your computer may not be adequate as not all usb ports support charging.
Check the iPod or iPhone
Once you have checked the sled and it is charging, please check the battery level on the iPod or iPhone.
If the battery on the iPod or iPhone is fully discharged, it will display the following one of the following icons on the screen. The icon on the left would appear when the device is not connected to power. The icon on the right indicates that the device is connected to power and charging – if you see this icon on the screen, please leave the unit to charge for at least 2 hours.
If the iPod or iPhone has enough charge to turn on, the battery level will show in the top right corner of the screen. While the scanner is connected to a charging cable or charging bay, you should see the battery charging icon in the rop right corner of the screen next to the current battery level.
If the battery charging icon is not being displayed in the top right corner of the screen, this is an indication that the charge may not be flowing through the scanner sled to the iPod or iPhone.
iPhones have a battery health indicator in the device settings under Settings > Battery > Battery Health.
This battery health indicator will show you the maximum charge that the iPhone is capable of holding. Eventive will replace batteries when we identify units with a maximum capacity of 75% or less.
If the battery health is good, but the iPod or iPhone is having difficulty charging, the next step is to open the IPC support app.
IPC Support App
The IPC support app is separate from the Eventive Scanner app and can show you settings related to the scanner sled.
You can launch the IPC support app on the scanner by locating and clicking the icon illustrated below.
Device Tab
On the first screen (the device tab) can tell you if the iPod or iPhone is communicating with the scanner sled. When you first open the app, the device screen will show a grey battery icon at the top of the screen and the screen will indicate that it is searching for the device.
When the app locates the device, the battery icon at the top of the screen will display the scanner sled's current battery level. The screen will also show some other device information. If this screen loads fully, the sled and the iPod or iPhone are connected and communicating with one another.
On the device screen, there is also a green button that says “Scan Barcode”. If you are concerned that the laser may not be functioning, please be sure that the scanner is fully charged (or substantially charged). The laser will not fire (illuminate) if the battery charge on the sled is too low. You can try pressing the “Scan Barcode” button on the Device screen of the IPC support app to see if the laser will fire.
If the laser doesn’t fire when pressing the “Scan Barcode” button on the screen, the laser is broken or malfunctioning.
If the laser fires when pressing the “Scan Barcode” button on the screen, but does not fire when pressing the Scan button on the right side of the scanner sled, that is an indication that the button on the sled is broken.
In either scenario, malfunctioning laser or broken scanner button, please let us know - the scanner will need to be replaced at no cost to you.
Firmware Tab
The next screen in the IPC support app is the Firmware tab.
If a scanner isn’t working (charging poorly or not scanning, etc) it is good to check for a firmware update.
To check for Firmware Updates, please click the “Auto Update” button and it will check for any available updates and install them for you..
Configuration Tab
The third screen in the IPC support app is the Configuration tab.
You will only need to concern yourself with a few settings on this screen.
Ensure that the USB Charge Current is set to 500mA.
You will want to make sure that Pass Through Sync is OFF. Having Pass Through Sync set to on will affect how the sled and the corresponding iPod or iPhone will charge and retain a charge. Pass Through Sync is not a setting used by the Eventive Scanner, so please do not turn it on.
Of the remaining settings on the Configuration screen, “Beep Upon Scan” and “Scan Button” should be set to ON.
You should not need to concern yourself with any of the remaining settings on the configuration tab, please do not toggle them on or off.
More Tab
There is one more screen in the IPC Support App, “More”. There aren’t any settings on this screen that are relevant to the function of the Eventive Scanner.
Scanner is having difficulty charging
Charging docks are provided for orders with 5 or more scanners. The charging dock charges using the two gold coloured contact points on either side of the mini usb port. If the scanner is having difficulty charging on a charging dock, please try charging it using a mini usb cable.
If the scanner doesn’t appear to charge using the mini usb cable, please try another mini usb cable. If you think that a cable may be broken or faulty, please mark it with a piece of tape, or otherwise affix a note to it, so that we can check the cable upon return and take it out of circulation.
If a will not charge on a mini usb cable and multiple mini usb cables have been tried, there is a chance that the mini usb port may be malfunctioning or broken. If your order includes a charging dock, please try charging it on the charging doc. If you suspect that a scanner has a malfunctioning or broken mini usb port, please let us know. You may contact Eventive support or include a note with the scanner when it is returned.
Scanner discharges quickly
A scanner may discharge quickly if the Scanner Sled and iPhone or iPod did not charge adequately before use.
When the scanner sled and the iPhone and iPod are fully charged at the beginning of their use, the batteries should discharge at similar rates, though you may notice that the iPhone or iPod discharges a little more quickly than the scanner sled - this is normal.
If the sled is not well charged, you may notice that the battery of the iPhone or iPod may discharge more quickly.
iPod or iPhone Camera is activated
If the iPod or iPhone camera is visible, please click the scan button on the right side of the scanner sled to wake the device.
The iPod or iPhone camera will become visible in the scanner app from time to time if the scanner sled has gone to sleep or is having trouble connecting to the iPod or iPhone. The sled will go to sleep during periods of inactivity in order to preserve its charge.
If you feel that the sled may be having difficulty connecting to the iPod or iPhone, please open the IPC support app and check to see if the sled is able to communicate with the iPod or iPhone also check the battery level on the sled and test fire the laser using both the “Scan Barcode” button in the IPC support app and the scan barcode button on the right side of the scanner sled as described above.
Laser won’t fire
If the charge on the sled is too low, you may notice that the Laser will cease to fire and the iPhone or iPod’s camera will be activated within the scanner app in order to continue scanning.
The laser will only fire when the scanner sled is adequately charged. Press the battery indicator button on the bottom of the sled… if you are seeing fewer 1 or no lights illuminated on the battery indicator button, charge the sled to restore the function of the laser.
If charging the sled doesn’t restore the function of the sled, please try the following tests and reach out to Eventive Support to let us know what you’ve observed.
If the sled is well charged, open the IPC support app and press the “Scan Barcode” button in the app to see if the laser fires. If the laser doesn’t fire when pressing the “Scan Barcode” button on the screen, the laser is broken or malfunctioning.
If the laser fires when you press the “Scan Barcode” button in the IPC support app, try pressing the scan button on the sled again and note how it feels. If you don’t feel a click when the button is depressed and a springy release when the button is released, the button itself may be broken and the sled may need to be replaced.
Card Reader is not working
Please be sure that you are swiping cards with the magnetic stripe facing up (towards you).
If you are swiping the cards with the magnetic stripe facing towards you and the card will not read, the card reader may be malfunctioning.
If the card reader is malfunctioning, you can pair an external reader with the scanner in order to continue processing payments. Readers such as the Stripe M2 reader, Wisepad 3 reader or BBPOS WisePOS E terminal can be connected to the scanner and will also allow you to process payments via Apple Pay, Google Pay or MobilePay, etc.
For instructions on connecting an external reader to the scanner, please click here.
What Next?
If you have checked the above settings and have not been able to get the scanner to charge or you are still experiencing difficulty with the laser, please reach out to Eventive Support and we will be happy to look into this further with you.
Eventive Support is online 9am-9pm Monday-Friday and 12-4pm EDT Saturday and Sunday. Reach us by emailing support@eventive.org OR using the chat feature in your dashboard.