Barcode scanner error
Since using Checkout, we have been experiencing an intermittent error (see attachement), forcing us to restart the program to recover. It is frustrating and embarrassing to deal with this while a customer waits. I have been unable to isolate the problem and Checkout Tech Support has not been able to replicate it. Have any other Checkout users encountered this issue?
It always appears when an item is being scanned. Closing and reopening the program resolves the problem in most cases. The issue has been persistant throughout several Checkout update releases.
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2 Posted by sean on 16 Oct, 2012 08:02 PM
Hi rcraighead
In our experience, this has tended to be a scanner issue rather than a Checkout issue. Checkout is simply reacting to the scanner issue if that makes sense.
You can try a couple of things but restarting Checkout or the Mac shouldn't be necessary if it's a similar problem to the one we occasionally encounter.
Firstly, if it happens again, simply un-plug the scanner. Perform any other function that uses the keyboard. Plug you scanner back in and you should temporarily be good to go again.
To resolve the ongoing problem there are several things to check:
Are you using one of the recommended barcode scanners?
Have you re-set or re-calibrated the scanner using the manufacturers instructions to correctly emulate a USB keyboard with carriage return? (Usually a sheet of instructions that comes with the scanner but may also be available online).
Failing the above you can also tell your Mac that's it a different type of keyboard (so to speak). In your Mac's System Preferences, go to Keyboard, you should be able to select a new or modify keyboard. The dialog that comes up will ask you the hit the z-key next to the shift key. Do that then select the "skip" button. Then, select the ANSII (US) option and okay. --> This won't add a carriage return but it will force the Mac to recognise the unit as a type of keyboard and "should" stop your errors.
If you continue to have a problem, I'd have your setup looked at by a Mac professional as there may potentially be some other interference or conflict with the USB devices (Which also happens if you ever use remote desktop or TeamViewer type services)
Hope that make sense and hope some of that helps!
Kind regards,
- Sean.
3 Posted by rcraighead on 16 Oct, 2012 08:22 PM
Sean,
Our scanner was packaged with our Checkout purchase.
This is a hard issue to troubleshoot since it usually happens when a customer is standing, waiting to pay. I will follow your instructions and attempt to solve this long-standing issue.
Support Staff 4 Posted by CO Michele on 18 Oct, 2012 04:53 PM
rcraighead,
The next time after this happens, can you send us the following three files for us to review that may help in troubleshooting this issue.
1) checkout.log - located in the User Home folder > Library > Logs
From Spotlight: search for and open the Console Application
Select to Show Log List
2) Under database searches select “console messages”- save a copy from the File Menu
3) Under Files select “system.log” - save a copy from the File Menu
Regards,
Michele
Checkout Support
5 Posted by rcraighead on 18 Oct, 2012 06:21 PM
Yes, I will try to do this. Do these have to be retrieved BEFORE restarting Checkout? We would not be able to do it while customers are waiting (which seems to be when the error occurs).
I DID re-calibrate the scanner, using the manufacturer's barcodes. First to "Defaults" then to "USB keyboard emulation". I did not see a "with carriage return" option. Testing with Checkout, it seemed to work fine. We will hope for the best.
6 Posted by Jonathan White on 20 Oct, 2012 07:47 PM
I've seen this error a few times with my Checkout clients; the following normally seems to sort it out:
i) restart your Mac
ii) go to User > Library > Application Support > Checkout > delete CustomHIDDevices.plist > empty the trash
iv) scan the 'carriage return' command from the scanner's instructions
Hope that helps.
Jonathan
7 Posted by rcraighead on 22 Oct, 2012 07:56 PM
Thanks, Johathan. I'll try this.
8 Posted by rcraighead on 05 Dec, 2012 08:19 PM
We have not had the error since re-scanning the 'carriage return' command on the scanner instruction page. Thanks!
rcraighead closed this discussion on 05 Dec, 2012 08:20 PM.
rcraighead re-opened this discussion on 05 Dec, 2012 08:20 PM
9 Posted by Jonathan White on 05 Dec, 2012 09:22 PM
Excellent : )
Jonathan
CO Michele closed this discussion on 02 Apr, 2013 01:00 PM.