733 E. Eighth St. Suite 103. Traverse City, MI 49686 Toll Free: 800-819-0095 Fax: 231-933-0091
The scanner may not be completely connected, or the scanner was manually cleared. First
attempt to check the connections, close the program and reopen, and then try another get
command.
Q: After shutting down the program, checking the cable connections, I still get an error saying I cannot
download the data from the scanner. I have tried repeatedly with different scanners and am unable to
download any scanners.
First, stop all scanning. Close out of Anthology, disconnect the scanner from the cable, and shut
down the PI machine for 5 full minutes.
Bring the system back up and do a Quickbackup, and a Reindex from the tools menu.
Pick one scanner and empty it by holding the (-) for 20 seconds until it beeps. Scan only 2-3
items as a test. Do not attempt to download other scanners at this time, concentrate only on this
one scanner and getting the communications functioning again.
If you still experience problems you may need to try a different scanner or a different machine. In
rare cases the cable could be damaged, you should have received a backup cable to try. Know
that the USB driver will need to be reinstalled if the scanner cable is moved to a different USB
port or different computer.
Q: What if I followed all the troubleshooting tips and I still can not upload?
Shut down computers and move the cable connection to another computer.
As an absolute last resort, if after following the above directions you still have problems
downloading batches, stores on support may page. Please be aware that techs are instructed to
offer only 5-10 minutes assistance, but we cannot guaranty the issue can be resolved on an
emergency page basis. Some problems may only be resolved by a login M-F, 9-5pm eastern.
Please be aware that if you page, the tech on call will ask you to go through the same
troubleshooting procedures listed here. When the scanner malfunctions, there is very little a tech
can do remotely.
Q: What if I have problems posting a batch after hours?
Note the problem batch number, do not post it. Continue with other scanning but do not complete
the PI. You can safely hold off on completing the PI even if the store must open and do sales the
next day. Email
with the information and a tech will contact you the
next business day.
Please be aware that if you page, the tech on call will ask you to go through the same
troubleshooting procedures listed here.
