800 Cottageview Dr. Suite 211 Traverse City, MI 49684 Toll Free: 800-819-0095 Fax: 231-933-0091 [email protected]
Last Updated 01/02/09 EHS
Q: What if I left the scanner connected for a long time after upload?
•
Close the PI, and Anthology. You may also need to shut down the computer for 1 minute and
change the batteries as well if left for an extended period of time.
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. Go
to the Master PI record and hold the scanner and cable in one hand, but not connected. Go to
the Action menu and choose “Get Data From Scanner”. Then immediately connect the scanner
to the cable. Remember, that these scanners want to send the data as soon as they are
connected. Think of the connection process as opening the door (Get Data) and walking through
the door (connecting the cable). If you still experience problems you may need to replace the
batteries on the scanner, or shut down the PI machine, disconnect the cables, and try to connect
the PI scanner cable to 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.
