Troubleshoot an external barcode scanner

• Follow the connection steps to confirm that the barcode scanner is connected correctly to a USB-A port on the Smart Terminal charging dock.
  • Smart Terminal Duo: The Smart Terminal must remain in the charging dock while using the scanner.
• Run a diagnostic test to make sure the charging dock or accessory hub is connected properly.
  1. Tap Help on the second page of the Smart Terminal home menu.
  2. At the bottom of the screen, tap Diagnostics.
  3. Tap Dock to test the connection to the dock or hub.
  4. If the test result shows Docked, everything is connected correctly. If it shows Not Docked, review your connections, then try scanning again:
     • Smart Terminal Duo: Seat the Smart Terminal in the docking station with the ports facing toward the merchant screen.
       
• Verify that the barcode scanner has power. The scanner should automatically turn on when plugged into a Smart Terminal USB-A port. The power indicator can vary, depending on the model.
  • Check for LED lights on the scanner.
  • Hold the scan trigger button and see if a scanner laser light appears.
  • Smart Terminal Duo: Make sure the Smart Terminal is connected securely to the charging dock. If the Smart Terminal isn’t docked, the barcode scanner won’t power on.
  • If you don’t see any power indicators, try plugging the scanner into a different USB-A port on the charging dock.
  • Check the instruction manual for your scanner for additional power indicators.
• Unplug the barcode scanner from the charging dock, then plug it back in and try again. Verify that the USB cord is undamaged and connected tightly at both ends.
• Restart the Smart Terminal, then try again. To restart, hold down the power button until the screen goes dark, wait about 30 seconds, then press and hold the power button until it turns back on again.

• Try scanning a few different barcodes. Make sure the barcode you’re scanning is clear, complete and readable. If scanning a digital barcode (from a laptop screen, etc.), try printing the barcode onto paper or a sticky label and scan the physical version.
• Connect the barcode scanner into a different USB port on the charging dock or accessory hub and try scanning again.
• Connect the barcode scanner to a USB port on a laptop or computer (no additional driver is needed). Try scanning a barcode with the scanner connected to the computer.

Perform a factory reset on the barcode scanner and then connect it to the Smart Terminal and try scanning again.

The instruction manual for your scanner includes steps to restore it to factory defaults. Review the manuals for current compatible scanners below, or check with the manufacturer for your scanner for assistance with resetting it:

• Star Micronics BSH-20U
• Unitech MS838
• Zebra LS-2208

If you’ve gone through troubleshooting and the barcode scanner still isn’t working, it may need to be replaced. It’s a good idea to check the device manual or manufacturer first, though, to make sure you’ve covered all your bases.

If replacement is needed:

• For accessories purchased from GoDaddy, please contact us for assistance.
• For all other accessory purchases, please contact the device manufacturer or the retailer where you made the purchase.
  Note: If you purchased the accessory through a different retailer, make sure that the barcode scanner is compatible with your GoDaddy Smart Terminal.