Hand Scanner Troubleshooting (Honeywell)
To troubleshoot and escalate if needed to PSG for creation of the change order to complete the hardware swap from the warehouse inventory supplied by Ombligo (IT_Vendor1) at this time
Instructions
Troubleshooting Step-by-Step Guide
Ask the user what type of hand scanner it is? Is it the Black Honeywell unit or the White/Grey older model that only omits the RED beam? If it is the White/Grey model, does it have a grey cable or a black cable? Note it down on the ticket description field. If it is a grey cable, escalate to PSG for replacement.
Ask the user if there is any physical damage to the scanner itself, the cradle in which it resides or the USB cable that is attached. If so, a C/O will need to be created to replace.
Note: Hand scanner cradle is irreplaceable once it is broken.
Does the scanner omit any light to scan if the member barcode is placed in front of it?
If the Hand Scanner does not light up as referenced in the step above, have them unplug it from the USB port it is currently plugged into and plug it into another free USB port on the desktop.
If the Scanner does not light up after plugging into another USB port, most likely there is something physically wrong with the communication between the scanner and OS thus a change order will be needed to replace the unit. Escalate to PSG for processing.
If it is the White/Grey model with black cable and plugged back into another port and it does work, most likely this port on the desktop is bad. The user, at this time will need to note that the specific USB port is no longer working. (You can test port by plugging in another peripheral to see if it works…)
No drivers need to be installed for this model (White/Grey) but to ensure it is working properly, remote onto the computer through “Remote Assistance” and watch as the scanner scans the barcodes either in MOSO or tested through Microsoft Word.
If it is the Black Honeywell model and it is lighting up in another USB port, you will need to remote on through “Remote Assistance” while the user opens MOSO and tests or Microsoft Word to see if the numbers are scanned.
Note that you will need the user to scan the JPEG image for the Hand Scanner to recognize the user’s member barcode from their Smart Phones. This is located under Start Menu, Club Printers and the filename is V1400.JPG. The file is also located on the C:\ Drive, under C:\Motionsoft Software\V1400.JPG.