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Scanner Issues

Cashier Manager Admin

Barcode scanners in Brother POS operate in keyboard wedge mode -- they act as a keyboard and "type" the barcode number into whatever field is focused. The POS detects rapid keystrokes (under 80ms between characters) and interprets them as a barcode scan. This page covers common scanner problems and how to fix them.

How Scanning Works​

Understanding the scanning mechanism helps with troubleshooting:

  1. The barcode scanner reads a barcode and converts it to a string of numbers (e.g., 628110001234).
  2. The scanner "types" these numbers as keyboard input, very quickly (each keystroke separated by only a few milliseconds).
  3. The POS detects this rapid input pattern and treats it as a barcode scan rather than manual typing.
  4. The POS looks up the barcode in the product catalog by matching it against product SKUs.
  5. If a match is found, the product is added to the cart automatically.

Scanner Not Detected​

Problem​

Scanning a barcode does nothing. No product is added to the cart, no error message appears, and the barcode number does not show up anywhere on screen.

Solutions​

  1. Check the USB connection. Unplug the scanner and plug it back in. Try a different USB port. Listen for the system "device connected" sound.

  2. Check if the scanner is powered on. Most USB scanners power on automatically when plugged in and show a light. If the light is off, the scanner may be faulty or the USB port may not be providing power.

  3. Test in a text editor. Open Notepad (Windows) or TextEdit (Mac) and scan a barcode. If the barcode number appears in the text editor, the scanner is working -- the issue is with the POS, not the scanner.

  4. Make sure the POS has focus. The scanner acts as a keyboard. If another window or application has focus (is in the foreground), the barcode input goes there instead of the POS. Click on the POS browser window to bring it to the foreground.

  5. Make sure the search bar does NOT have focus. The POS uses a global keydown handler to detect barcode scans, and this handler explicitly skips input elements. If the search bar has focus, the barcode text will be typed into the search field instead of triggering the barcode lookup. Click anywhere outside the search bar (such as the product grid area) before scanning.

  6. Check the scanner's mode. Barcode scanners can be configured in different modes (keyboard wedge, serial, HID). Ensure your scanner is set to keyboard wedge / HID mode. Consult the scanner's manual for how to switch modes -- it usually involves scanning a special configuration barcode from the manual.

No drivers needed

USB barcode scanners in keyboard wedge mode do not require any drivers or software installation. They work as a standard USB keyboard. If your computer recognizes a regular USB keyboard, it will recognize the scanner.

Wrong Product Scanned​

Problem​

Scanning a barcode adds the wrong product to the cart, or the POS says the barcode was not found even though the product exists.

Solutions​

  1. Verify the product's SKU. Open the product in the admin panel (Admin > Products) and check the SKU field. The SKU must exactly match the barcode on the product's packaging.

  2. Check for leading zeros. Some scanners drop leading zeros from barcodes. If the barcode is 0012345 but the scanner sends 12345, it will not match a product with SKU 0012345.

    • Configure your scanner to transmit leading zeros (check the scanner manual).
    • Or update the product SKU in Brother POS to match what the scanner actually sends.

  3. Check for duplicate SKUs. If two products have the same SKU, the POS may return the wrong one. SKUs must be unique across your entire catalog. Go to Admin > Products and search for the SKU to verify uniqueness.

  4. Check the barcode format. Brother POS supports all standard barcode formats (UPC-A, UPC-E, EAN-13, EAN-8, Code 128, Code 39, etc.). However, if your scanner is configured to only read certain formats, it may misread a barcode of a different format.

  5. Scan into a text editor to verify. Open a text editor, scan the barcode, and compare the exact string to the product's SKU in Brother POS. Look for extra characters, missing characters, or different formatting.

Barcode verification workflow

When setting up new products, always scan the barcode into a text editor first to see exactly what the scanner reads. Then enter that exact value as the product's SKU in Brother POS. This prevents mismatches.

Scanner Reading Slowly​

Problem​

The scanner takes multiple attempts to read a barcode, or you have to hold the scanner very still for several seconds before it reads.

Solutions​

  1. Clean the scanner lens. Dust, fingerprints, and residue on the scanner's lens reduce read accuracy. Wipe the lens with a soft, lint-free cloth.

  2. Check the barcode quality. Damaged, wrinkled, smudged, or faded barcodes are harder to scan. If the barcode on a product is consistently hard to scan:

    • Try scanning from a different angle or distance.
    • Print a fresh label if you have label printing capabilities.

  3. Adjust the scanning distance. Each scanner has an optimal reading distance (usually 2-8 inches). Holding the scanner too close or too far from the barcode reduces accuracy.

  4. Check lighting conditions. Very bright light directly on the barcode (such as direct sunlight) can interfere with the scanner's laser or LED. Ambient indoor lighting is best.

  5. Try a different barcode on the same product. If the product has a barcode on multiple sides of the packaging, try scanning a different one.

  6. Replace the scanner. If the scanner is old and consistently slow across all barcodes, the laser or imaging sensor may be degrading. USB barcode scanners are inexpensive and easy to replace.

Scanner Adds Extra Characters​

Problem​

The scanned barcode includes extra characters at the beginning or end, causing product lookup to fail.

Solutions​

  1. Check for prefix/suffix configuration. Many scanners can be configured to add a prefix or suffix to every scan (such as a newline character, tab, or custom string). These are set via the scanner's programming barcodes.

    • The POS expects scans to end with an Enter key (carriage return). Most scanners are configured this way by default.
    • Remove any other prefix or suffix characters. Consult the scanner manual for the "restore factory defaults" programming barcode.

  2. Reset the scanner to factory defaults. Most scanner manuals include a special barcode you can scan to restore all settings to factory defaults. This removes any custom prefixes, suffixes, or mode changes.

  3. Check keyboard language settings. If your computer's keyboard layout is set to a language other than English (US), some characters may be misinterpreted. Ensure the keyboard input language on the POS device is set to English (US).

Bluetooth Scanner Issues​

Problem​

A Bluetooth barcode scanner is paired but scans are not being received by the POS.

Solutions​

  1. Re-pair the scanner. Unpair the Bluetooth scanner from the device settings, then pair it again.

  2. Check battery level. Low battery on a Bluetooth scanner can cause intermittent connectivity and missed scans. Charge or replace the batteries.

  3. Check for interference. Bluetooth operates on the 2.4 GHz band and can be affected by WiFi routers, microwaves, and other Bluetooth devices. Move closer to the POS device or reduce interference sources.

  4. Check Bluetooth mode. The scanner must be in HID keyboard mode (not SPP serial mode) for the POS to receive scans. Check the scanner's manual for how to switch modes.

  5. Prefer USB when possible. USB scanners are more reliable than Bluetooth for a fixed POS station. Use Bluetooth only when a wired connection is impractical (such as for a mobile POS setup).

Bluetooth latency

Bluetooth scanners can introduce a slight delay between the scan and the input reaching the POS. If the delay exceeds 80ms between keystrokes, the POS may interpret the scan as manual typing instead of a barcode. Ensure your Bluetooth scanner has a fast transmission rate.

Scanning From the Admin Panel​

Problem​

You want to use the barcode scanner in the admin panel (for example, when editing products or doing inventory counts) but scanning does nothing.

Explanation​

The automatic barcode detection (rapid keystroke detection) is a feature of the POS register interface only. In the admin panel, the scanner still works as a keyboard -- it will type the barcode number into whatever text field currently has focus.

How to Use​

  1. Click on a text field (such as the SKU field on a product edit page, or a search bar).
  2. Scan the barcode. The number will be typed into that field.
  3. Submit the form or search manually.

Testing Your Scanner​

To verify your scanner is working correctly with Brother POS:

  1. Open the POS and make sure the product grid is visible.
  2. Scan a product barcode that you know exists in your catalog.
  3. The product should appear in the cart within 1 second.
  4. If it does not, open a text editor and scan the same barcode there to see the raw output.
  5. Compare the text editor output with the product's SKU in Brother POS.
Test ResultMeaning
Text editor shows barcode, POS does not respondPOS does not have focus, or scan detection is not triggering
Text editor shows barcode, POS says "not found"SKU mismatch -- update the product SKU
Text editor shows nothingScanner hardware issue -- check USB connection and power
Text editor shows wrong charactersKeyboard language or scanner mode issue

When to Contact Support​

Contact your admin or Brother POS support if:

  • The scanner works in a text editor but the POS consistently fails to detect scans
  • Products with correct SKUs are not being found by the scanner
  • You need help configuring a non-standard scanner model