If you’ve ever encountered a situation where a guest’s ticket just won’t scan, you’re not alone. We often see this issue specifically with iPhones and mobile scanning devices.
There are several reasons why this can happen, and troubleshooting requires an understanding of the key components involved in the barcode scanning process. Barcodes, scanners, and the software that decodes them all must work together seamlessly to ensure a smooth experience for your guests.
In this guide, we’ll break down the most common issues into three categories: the barcode itself, the scanning device, and the software.
1. Barcode Issues: Physical and Digital Considerations
The first thing to check when a ticket won’t scan is the barcode itself. Whether it’s printed on paper or displayed on a phone screen, several factors can affect whether it’s readable.
- Is the barcode fully displayed? If the guest is using their phone, make sure the barcode is fully visible on the screen. Sometimes, a portion of the barcode can be cut off due to the screen’s dimensions or if the phone is held at an odd angle.
- Is the barcode damaged? For printed tickets, check if the barcode has any smudges, creases, or fading. Damage to the barcode can make it unreadable by the scanner.
- Does the barcode have enough white space around it? Barcodes require a margin of blank space, called a “quiet zone,” around them to ensure the scanner can differentiate between the barcode and other elements on the page or screen.
In many cases, simply adjusting the display of a digital barcode or reprinting a damaged paper ticket can resolve the issue.
 2. Scanning Device: The Hardware Matters
The next step in troubleshooting a failed scan is to evaluate the scanning device itself. Whether you’re using a dedicated barcode scanner or a smartphone, several factors can affect its performance.
- Is the scanning device appropriate for the barcode type? If you’re scanning a barcode from a guest’s phone, make sure it is a 2D barcode scanner, which can read through a screen’s reflective surface. Older, 1D scanners may struggle with this.
- Is the scanning device clean? Dust, dirt, or even fingerprints can obstruct the scanner’s lens or the phone’s screen. Ensure both the guest’s device and the scanner are clean to maximize scanning accuracy.
- Is the guest’s phone brightness turned up? Low brightness settings on a guest’s phone can make it difficult for the scanner to read the barcode. In this case, asking the guest to turn up their brightness often solves the issue. This is especially common with Apple devices, but it can happen on any smartphone.
- Are there reflections or glare interfering with the scan? Bright lighting or glare can make the barcode harder to read. If the scanning area is outdoors or under harsh lighting, try to cover the screen to reduce glare or move to a more shaded area.
It’s essential for team members to be aware of these factors so they can troubleshoot the scanning device quickly. Everybody’s phone settings vary, so training your team to ask about brightness or screen protectors can speed up the process.
3. Software Integration: Communication is Key
Lastly, barcode scanning software plays a crucial role in ticket validation. This software is responsible for reading the barcode, processing the data, and providing real-time notifications or alerts if something goes wrong. Here’s what to look out for:
- Does the scanner have a reliable internet connection? Cloud-based software solutions rely on an internet connection to process barcode data and pass real-time notifications. Ensure the scanning device has a strong connection. If it’s an on-premises solution, local network issues may need to be addressed.
- Are software settings optimized? Some software has message display settings that dictate how long notifications stay on the screen after a scan. If a team member doesn’t wait for the message to clear or misreads a notification, it can cause confusion. Make sure that team members are trained on how long to wait for scan results to appear on the screen.
- Is the device being disrupted by sleep settings or keyboard interference? Some scanning devices might have hardware settings, such as sleep modes or keyboard pop-ups, that interfere with the scanning process. Adjusting these settings can often fix the issue.
- Are there conflicts between local networks or databases? If you’re using an on-premises solution, local networks, IP addresses, or database configurations could also cause disruptions. These issues are specific to the type of software and hardware in use and may require troubleshooting by IT teams or service providers.
Conclusion
A barcode that cannot be scanned is frustrating for both the guest and the employee, but by following these steps, most issues can be resolved quickly. Whether it’s a problem with the barcode itself, the scanning device, or the software configuration, there are ways to troubleshoot and improve the scanning process.
Remember, it’s important to consider all components: the barcode, the hardware, and the software working together. By breaking down each potential issue, you can minimize ticket scanning problems and provide a smoother, faster experience for your guests.
Next time a barcode fails to scan, try these simple checks to resolve the issue before it escalates!