Skip to main content
Sign in with your store to see only the help that applies to you.

Scanner Issues

Cashier Manager Admin

Use this page when scanning a barcode does nothing, adds the wrong product, or says the barcode isn't recognized.

Quick fixes​

  • Scanning does nothing — Close any pop-up window on the register, tap an empty part of the sales screen, and scan again. Still nothing? Unplug the scanner and plug it back in.
  • "Unrecognized barcode" — No product has that code yet. Search for the product in the window and tap Attach to (the product's name). Next time it scans straight in. This needs the Manage Products permission.
  • The wrong product is added — Another product already has that code. In the admin, search Products for the barcode and move the code to the right product.
  • Slow or missed reads — Wipe the scanner window, try a different angle or distance, and check the barcode isn't smudged or wrinkled.
  • Extra characters on the code — Reset the scanner to factory defaults using the barcode in its manual.
Test the scanner in Notepad

Open Notepad (Windows) or TextEdit (Mac) and scan. If the number appears, the scanner works and the problem is on the register side. If nothing appears, check the cable and power.

Common questions​

Do I need to install anything for my scanner? No. USB scanners in keyboard mode work like a keyboard — plug in and scan.

Does scanning work in the admin panel? Only as typing. Click in a box first (such as a product's Barcode field or the search box), then scan.

My Bluetooth scanner is paired but scans don't show up. Tap an empty part of the screen before scanning, charge the scanner, and make sure it's in keyboard (HID) mode. Socket scanners that came from Cova are usually in app mode; see Setting Up a Socket Scanner. The Test scanner button in the register's Settings shows whether scans are getting through. For a fixed counter, a USB scanner is more reliable.

Why are some short barcodes ignored? Codes shorter than 8 characters aren't picked up as scans. Search for those products by name, or give them a longer barcode.

More detail: how scanning works

How Scanning Works​

Understanding what the register does with a scan helps with troubleshooting:

  1. The scanner reads the barcode and types it, very fast. It may end the code with Enter, with Tab, or with nothing — all three work.
  2. The register sees the rapid typing and treats it as a scan rather than someone typing. This works even if the cursor is in another box on the register screen, such as customer search.
  3. It looks for a product whose Barcode, SKU or barcode alias matches the code (upper and lower case are treated the same).
  4. If it finds one, the product is added to the cart. Scanning the same product again adds one more.

A few things change step 4:

  • A product that needs a choice — a weight, a variation or modifiers — opens the same picker you get when you tap it.
  • A code that matches nothing opens the Unrecognized barcode window (see Product Not Found).
  • Customer codes (such as C10001) and swiped loyalty cards attach the customer to the sale. Gift card codes open the gift card window, and promo reward codes open the reward redemption window.
  • At a store that keeps stock on a Sales Floor and in back stock, an item the floor can't cover opens Not on the sales floor instead of being added. Tap Move ... to floor to bring the missing amount out front and add it (see Cart Management).
More detail: scanning does nothing

Scanning Does Nothing​

Problem​

You scan a barcode and nothing happens — no product is added, no message appears.

Solutions​

  1. Check the USB connection. Unplug the scanner and plug it back in, or try a different USB port.

  2. Check the scanner has power. Most USB scanners light up or beep when plugged in. If there's no light, the scanner or the port may be faulty.

  3. Test in a text editor. Open Notepad (Windows) or TextEdit (Mac) and scan a barcode. If the number appears, the scanner is working and the problem is on the register side.

  4. Make sure the register window is in front. The scanner types into whatever window is active. Click on the Brother POS window before scanning.

  5. Close any pop-up window. While a pop-up is open, scans are not added to the cart. If the pop-up has a text box with the cursor in it, the code is typed into that box instead. Close the pop-up, then scan again.

  6. If the cursor is in Search products and your scanner doesn't send Enter, only all-number barcodes (8 to 14 digits) are added from there. Tap an empty part of the screen and scan again, or set the scanner's suffix to Enter using the programming barcodes in its manual.

  7. Check the scanner's mode. The scanner must be in keyboard / HID mode. Switching modes usually means scanning a setup barcode from the scanner's manual.

  8. Check the code is long enough. Product barcodes shorter than 8 characters are not picked up as scans. Search for those products by name, or give them a longer barcode.

No drivers needed

USB scanners in keyboard mode don't need drivers or software. If the computer recognises a USB keyboard, it will recognise the scanner.

More detail: product not found

Product Not Found​

Problem​

Scanning opens an Unrecognized barcode window, or shows "Barcode not found".

What It Means​

No product has that code as its Barcode, SKU or barcode alias.

Solutions​

  1. Attach the barcode on the spot. In the Unrecognized barcode window, search for the product the barcode belongs to, select it, and click Attach to (the product's name). The code is saved as a barcode alias, so it scans straight away next time. This needs the Manage Products permission.

  2. When offline, the register shows "Barcode not found. Reconnect to attach it to an existing product." Attaching needs an internet connection — reconnect, then scan again.

  3. Check the product's codes in the admin. Open the product and go to the Details tab. Under Product Codes, the SKU or Barcode must match the code on the package exactly. You can also add extra barcodes for the same product on the Details tab.

  4. Check for leading zeros. Some scanners drop leading zeros. If the package says 0012345 but the scanner sends 12345, it won't match. Set the scanner to send leading zeros, or change the product's code to match what the scanner sends.

  5. Scan into a text editor to compare. Look for extra, missing or different characters compared with the product's code.

Setting up new products

Scan each new product's barcode straight into the Barcode field on the product's Details tab (click in the field first, then scan). That way the code matches exactly what your scanner sends.

More detail: wrong product added

Wrong Product Added​

Problem​

Scanning adds a different product from the one you scanned.

Solutions​

  1. Check which product has that code. In the admin, go to Products and search for the barcode. The product that comes up is the one the scanner adds.

  2. Move the code to the right product. Remove the code from the wrong product (its Barcode, SKU or barcode aliases on the Details tab), then add it to the right one. Brother POS won't let two products share the same SKU, barcode or alias.

  3. Check the scanner's settings. A scanner set to only read certain barcode types can misread others. Scan the barcode into a text editor to see what it actually sends.

More detail: slow reads

Scanner Reading Slowly​

Problem​

The scanner takes several tries to read a barcode, or you have to hold it very still.

Solutions​

  1. Clean the scanner window. Dust, fingerprints and residue reduce read accuracy. Wipe it with a soft, lint-free cloth.

  2. Check the barcode. Damaged, wrinkled, smudged or faded barcodes are harder to read. Try a different angle or distance, or print a fresh label if you have label printing.

  3. Adjust the distance. Each scanner has a best reading distance. Too close or too far reduces accuracy.

  4. Check the lighting. Very bright light on the barcode, such as direct sunlight, can interfere with the scanner.

  5. Try another barcode on the package. Some packages have more than one.

  6. Replace the scanner. An old scanner that is slow on every barcode may be wearing out. USB scanners are inexpensive to replace.

More detail: extra characters

Scanner Adds Extra Characters​

Problem​

The scanned code has extra characters at the start or end, so it doesn't match.

Solutions​

  1. Remove prefixes and suffixes. Scanners can be set to add characters before or after each scan. Keep only an Enter or Tab at the end (or nothing) and remove anything else, using the programming barcodes in the manual.

  2. Reset the scanner to factory defaults. Most manuals include a barcode that restores the factory settings, which clears custom prefixes, suffixes and mode changes.

  3. Check the keyboard layout. If the computer's keyboard layout doesn't match the scanner's keyboard setting, some characters come out wrong. Set them to match — for example, both to English (US).

More detail: Bluetooth scanners

Bluetooth Scanner Issues​

Problem​

A Bluetooth scanner is paired, but scans don't reach the register.

Solutions​

  1. Re-pair the scanner. Remove it from the device's Bluetooth settings, then pair it again.

  2. Charge the scanner. A low battery can cause dropped connections and missed scans.

  3. Reduce interference. Wi-Fi routers, microwaves and other Bluetooth devices can interfere. Move closer to the register device.

  4. Check the Bluetooth mode. The scanner must be in HID keyboard mode, not serial (SPP) mode. See the scanner's manual.

  5. Use USB for fixed stations. USB scanners are more reliable at a fixed counter. Use Bluetooth where a cable isn't practical.

Slow Bluetooth scanners

The register tells a scan from typing by how fast the characters arrive. A Bluetooth scanner that sends characters slowly can look like someone typing, so the scan isn't picked up. Slower scanners are accepted more easily when no text box has the cursor, so tap an empty part of the screen before scanning. If that doesn't help, move closer to the device or use a USB scanner.

More detail: scanning in the admin panel

Scanning in the Admin Panel​

Problem​

You scan in the admin panel and nothing is added or searched.

Explanation​

Automatic scan detection is part of the POS register only. In the admin panel, the scanner simply types into whichever text box is selected.

How to Use It​

  1. Click in a text box first, such as the Barcode field on a product or the product search box.
  2. Scan the barcode. The code is typed into that box.
  3. Save the form or run the search.
More detail: testing your scanner

Testing Your Scanner​

  1. Open the POS register on the sales screen.
  2. Scan a product barcode you know is in your catalog.
  3. The product should be added to the cart within a second.
  4. If it isn't, scan the same barcode into a text editor to see what the scanner sends.
  5. Compare that with the product's Barcode and SKU in the admin.
Test ResultMeaning
Text editor shows the code, register does nothingThe register window isn't in front, a pop-up window is open, the scanner is sending too slowly, or the code is shorter than 8 characters
Text editor shows the code, register says it's unrecognizedNo product has that code — attach it or fix the product's codes
Text editor shows nothingScanner hardware problem — check the cable and power
Text editor shows the wrong charactersKeyboard layout or scanner setting problem

When to Contact Support​

Contact your admin or Brother POS support if:

  • The scanner works in a text editor but the register never picks up scans
  • Products with the correct codes are still not found
  • You need help setting up a scanner model not covered here