Frequently Asked Question

What can I do if Scan Beam didn't come out/ Aiming Pattern disappeared?

Last Updated 4 months ago

Please follow below trouble shooting in sequence:

1. Check Reader Config -> Menu -> Enable option "Decode Aiming Pattern"

If the Aiming Pattern didn't recover afterward, please check the next step.

2. Reader Config -> Default Profile -> Reset

If the scan beam still not recover afterward, please check the next step.

3. Reboot
Please reboot the device and wait 30 sec to let the reader activate completely
If the scan beam still not recover afterward, please check the next step.

4. Factory Reset
Go to System > Backup & reset > Factory data reset > Reset Phone > Erase Everything > Input Verify code: 23058518 > click OK.
If all of the above steps cannot recover the reader, it’s probably HW issue of the reader engine. Please send to RMA.

5. If the reader is temporary recovered, but it stop again afterward. Please Copy BcScannerLog, system log & check the OS version to support team for problem analysis.

BcScannerLog: under ReaderService_Data > BcScannerLog.txt

System log
For RS30/RS31/RS50/9700A: copy the entire folder of mtklog
For RK25/RK95/RS51: under qcom, copy the entire folder of hostlog

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