My scanner is not working. How do I fix it?

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Whether you're getting an error, getting nothing, or the red light on your handheld scanner goes dark, try the solutions below. 
 

Restart the device 
Sometimes a quick restart is all that's needed.

1 Press and hold the power button at the top of the device until the iPod goes dark and the Apple symbol appears.
2 Once the home screen appears, launch the OnArrival or LeadCapture app.
3 Try scanning again.

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Use QR codes instead of barcodes
The tiny lines in standard barcodes are more difficult for the scanner to read than QR codes. As long as you haven't pre-printed all the badges, this fix is simple.

1 Select your event.
2
From the left-hand navigation, click Attendees, then Badges and Certificates.
3 Open your badge by clicking its name.
4 Click the neighboring tab, Designer, then Edit.
5
Drag and drop the QR Code component onto the badge and remove the barcode.
6 Save the badge and try again.

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Encode nothing but the confirmation number
Codes you scan must include the confirmation number as the very first field. Additional data may throw off the scanner. 

1 Select your event.
2
From the left-hand navigation, click OnArrival, then Barcodes and Passes
3 Click the tab to the right, Barcodes & QR Codes.
Open the QR code or custom barcode by clicking its name.
5 Move Confirmation Number to the Selected box and anything else back to the Available box (the QR code must be a Text or meCard data type).
6 Click Save and try again.

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Get the wireless scanner feature activated
In order to connect an external scanner to the app, this feature must be activated in your account.

1 Contact your account manager.
2 Ask them to enable the Wireless Scanners feature, available with OnArrival Premium.

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Reconnect the scanner
Sometimes the scanner sleeves disconnect from your iOS device without you realizing it.

Disassemble the scanner shell by pulling apart the top and bottom pieces.
2 Remove the iPhone from its holder and then plug the device back in, pressing firmly.

3 Try scanning again.

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Pair the scanner again
Getting an error that says your device can't connect and to make sure the scanner is on and in range? Reset the connection.

1 In the OnArrival app, open your event. 
2 Tap the gear in the upper right.
3 Tap the i next to the scanner's name. 
Tap Forget this Device.
5 Tap Done in the top right.
6 Tap Scan Barcode at the bottom of the event's Overview screen.
7 Tap Bluetooth Scanner and wait for your scanner to beep.
8 Try scanning again.

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Install the latest iOS update
An older version of iOS can also be the culprit.

1 Follow Apple's directions to update the device's software.
2 Reinstall OnArrival and log in.
3 Try scanning again.

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Reinstall the OnArrival app
It never hurts to start fresh, but before you delete the app, connect to the internet to sync any offline check-ins you've collected.

1 Hold down the OnArrival icon on your iOS device until all the icons jiggle.
2 Tap the x that appears on the icon. 
3 Open the App Store and download OnArrival.
4 Log in to OnArrival and try again.

 

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