Troubleshoot barcode scanner on Square Handheld
Square Handheld has a built-in barcode scanner. This article provides troubleshooting steps for Square Handheld if you are experiencing issues with scanning barcodes and QR codes.
Before you begin
When to troubleshoot
Barcode scanner troubleshooting involves steps that include checking your device, adjusting the scanner settings, and resetting your Square Handheld. If at all possible, try to troubleshoot after hours. If you must troubleshoot during the workday, try to avoid peak busy hours so your customers will experience few delays.
To troubleshoot your barcode scanner and camera, you may need the following:
Your Square account login information (email address and password, or device code)
Wi-Fi network name and password
Step 1: Confirm barcode scanner settings
Make sure your Square Handheld is properly set up to use the barcode scanner.
To enable the barcode scanner in the quick menu:
- On your Square Handheld, place your finger at the top of the screen and swipe downwards to open the quick settings menu.
- Tap on the Scanner option to enable or disable it.
Square Handheld’s barcode scanner is available on specific screens, such as the checkout flow, item library, and the scanner settings menu. The barcode scanner is not available on certain screens where an accidental scan would be inconvenient, such as the reports or notification section.
Check the status bar in the top right corner of Square Handheld’s screen:
- Green icon: scanner is enabled and available to use on the current screen.
- White icon: scanner is enabled but not able to be used on the current screen.
- No icon: scanner is not enabled and not available to use.
Left: Green barcode scanner icon on Square Handheld. Right: White barcode scanner icon on Square Handheld.
Adjusting the following scanner settings may improve the performance of the barcode scanner.
- Precision aiming: When turned on, only the barcode that is targeted with the green light will be scanned. This setting is ideal if your barcodes are small or located close together, such as on a menu or grid.
- Scanning for screens: This setting makes it easier to scan barcodes or QR codes that are on digital screens, such as a digital gift card on a customer’s phone.
- Scanner brightness: This setting controls the brightness of the white illuminator light of the scanner, which may assist in a better scan result.
Step 2: Perform barcode scanner test
You can perform a quick barcode scanner test from the Settings menu.
On your Square Handheld, tap ≡ More > Settings > Hardware > Barcode scanner.
While on this screen, use the barcode scanner to scan a product in your item library.
If the scan is successful, the product’s information will be displayed at the top of the screen under Scanner Test. Tap the box to view additional details such as the barcode value.
If the scan is successful, but the item does not exist in your inventory, you will see the value of the scanned barcode on your screen.
If the barcode is unable to be scanned, continue to Step 3: Check barcode compatibility.
Step 3: Check barcode compatibility
Square Handheld can scan 2D barcode types such as PDF417 and QR, in addition to the following 1D barcode types: UPC-A, UPC-E, EAN-8, EAN-13, and Code 39. Square Handheld will not be able to scan incompatible barcode types.
The size, location, and print quality of a barcode can prevent reliable barcode scanning.
- Size: Smaller barcodes should be scanned at a very close distance. Larger barcodes can be scanned at a farther distance. Enable the Precision Aiming feature to narrow the barcode scanner’s readable area to the center green light. On your Square Handheld, tap ≡ More > Settings > Barcode Scanner > Precision aiming.
- Print quality: Barcodes with low contrast between the code and the background, printed on metallic surfaces (such as an aluminum can), or printed with reflective ink may be challenging to scan. Press and hold the barcode scanner button while tilting the product or the Square Handheld to get a readable angle.
- Screens: Enable the Scanning for Screens feature for the best results in scanning codes on other digital devices. On your Square Handheld, tap ≡ More > Settings > Barcode Scanner > Scanning for screens. If needed, increase the brightness of the digital screen you are scanning to make the barcode easier for the scanner to read.
Step 4: Restart your Square Handheld
Restarting your Square Handheld does not erase important account settings like items, transaction histories, customer lists, modes, or team permissions. It will all be there when you sign back in.
To restart your Square Handheld:
Swipe down on the screen to open the quick menu. Tap the power icon in the top right corner and then tap Restart.
Or
Press and hold the circular power button on the right side of the Square Handheld and release as soon as you see the restart option. Tap Restart.
Or
Press and hold the circular power button until the screen turns off. Wait a moment, and then press and hold the power button again. Release the power button as soon as the Square logo appears on the screen.
Try to scan a barcode before moving on to the steps below to send a diagnostic report and factory reset your Square Handheld.
Step 5: Send a diagnostic report
Sending a diagnostic report helps Square further investigate your issue if you cannot resolve it on your own. This report is vital for discovering the cause of the issue and must be sent prior to factory resetting your device.
Diagnostic reports can take between 2-7 minutes to upload — make sure you have a strong internet connection and your device is powered on during this time.
Sign in to the Square POS app on your Square Handheld.
Tap ≡ More > Support > Troubleshooting.
Tap Upload Support Ledger.
Tap Send Diagnostic Report.
A blue loading circle will appear next to Sending Diagnostic Report as the report is uploaded to Square servers. Do not attempt any other troubleshooting steps until the circle disappears and the Send Diagnostic Report text turns blue.
Step 6: Factory reset your Square Handheld
The final troubleshooting step is to perform a factory reset on your Square Handheld. A factory reset, unlike a normal restart, will restore your hardware to its original state when it was first purchased.
Factory resetting your device should only be done after all other troubleshooting steps have been attempted.
Before you factory reset your device, you must:
Send a diagnostic report (Step 5)
Performing a factory reset on your device will reset your general settings (date, time, language, etc.), remove any assigned modes or printer profiles, delete all pending offline payments, and remove previous software updates.
Once you have read and understood the risks of factory resetting your device, you may proceed to perform a factory reset on your Square hardware. After the factory reset is complete, you will need to set up Square Handheld.