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SellTreez: Scanner Troubleshooting
SellTreez: Scanner Troubleshooting
Written by Treez Admin
Updated over a week ago

If you’re having difficulty scanning product barcodes or IDs, we’ve put together some quick troubleshooting tips that may help solve the problem. This guide will walk you through some common fixes for scanner issues.

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Basics: 1D or 2D barcodes? 1D or 2D scanners?

If you’re troubleshooting a flatbed scanner, such as the one you’d use for saving physical documents or images onto your computer, skip to 'Flatbed Scanners'.

It’s important to know if you’re trying to use your scanner to read 1D or 2D barcodes because different scanners are capable of reading different types of barcodes. If you’re unsure what your scanner is able to read, you can look up the make and model to reference information from the manufacturer.

NOTE: Treez recommends using 2D barcode scanners at all locations. You can view the list of Treez approved hardware here.

  • 1D/POS: One-dimensional barcodes, such as the example shown below, can be read by either 1D or 2D scanners. 1D barcode scanners are only capable of reading standard barcodes, such as those typically found on items that you’d be ringing up at the POS.

  • 2D/Intake: Two-dimensional barcodes, such as the example shown below, are more complex and store more information than 1D barcodes. Treez recommends using 2D barcode scanners for both POS and when creating customer profiles at intake because they can be configured to read both 1D and 2D barcodes. These are used at Intake because the personal information on driver’s licenses (which Treez uses to quickly and easily set up customer accounts) are only found in the 2D format.


NOTE: If you’re configuring the same scanner for both Patient Intake and POS, you’ll need to complete the POS (1D) configuration first and the Patient Intake (2D) configuration second. Learn how to configure your barcode scanners here.

Troubleshooting Barcode Scanners

Try a Test Scan

Step 1: Retrieve a product or ID (depending on if you are testing a barcode scanner configured for 1D or 2D) and open a blank text document such as Notepad, Microsoft Word, or a similar application.

Step 2: Point the scanner at the product (1D) or ID (2D) barcode. If your scanner has a trigger, engage it while pointing at the barcode.

Step 3: The alphanumeric string which makes up the barcode should now be visible in your text document.

If you were able to complete a test scan, continue below. If you were not able to, we recommend:

If you still cannot complete the test scan, we recommend getting in touch with your IT specialist as there may be an issue with the hardware itself.

Check that caps lock is OFF

The information that barcodes store is case-sensitive, so if caps lock is enabled on your computer, there may be issues with reading the barcode.

Make sure the cursor on your computer is on the Treez page you’re viewing

If the cursor is on another tab while scanning, this can cause the browser to misinterpret the scan.

Remove hardware potentially causing interference

Bluetooth or wireless devices like keyboards or mice may cause interference with barcode scanners. Disconnect the devices, and try a test scan. If your scanner works when this hardware has been disconnected, we recommend transitioning to wired devices.


Barcode Scanner Tips

  • To lower your barcode scanner volume, simply follow the instructions outlined here.

  • When setting up a barcode scanner to use at both POS (e.g. 1D product barcodes) and Intake (e.g. 2D Driver’s Licenses), you’ll need to make sure your scanner is configured to perform both 1D and 2D barcode scanning.

  • Though some IDs have both 1D and 2D barcodes, when scanning an ID you should scan the 2D barcode. For improved performance, we recommend covering the 1D barcode with your finger.

  • Scanning an unsupported ID may cause Treez to shut down. If this happens:

Step 1: Restart Treez and enter the customer information manually.

Step 2: Open a blank note on your computer and scan the ID into the note. (The ID information will look like many alphanumeric characters.)

Step 3: Take a high-resolution image (photo or flatbed scan) of the ID.

Step 4: Send the information you collected above to our support team at [email protected] so we can investigate the issue further.


Reset to Factory Settings

The following 2D barcode scanners are supported in Treez. You can find more information about our supported hardware by visiting our approved hardware list.

Zebra DS9208 Series

Zebra DS2200 Series

Zebra DS9308 Series

If you’re experiencing scanning issues, scan the QR code below for your scanner’s model to reset the factory settings before reconfiguring your scanner. To determine which scanner you have, check the model number shown on the bottom of the scanner after the ‘P/N’ text. In the example below, the barcode scanner would be a DS9208 — SR.


DS9208 — SR or DS9208 — DL

DS9308 — SR or DS9308 — DL




Troubleshooting Flatbed Scanners

Before you begin troubleshooting your flatbed scanner, check the physical connections and indicator lights to make sure it's hooked up and ready to go!

Check that Hardware Agent is installed

The Hardware Agent printing method will only work if the Treez Hardware Agent app is installed on the computer you’re using.

Step 1: Use the Search box on the taskbar or look in your Applications folder to locate the Treez app.

Step 2: If you cannot locate the Treez Hardware Agent app on your computer, follow the instructions here to download, install, and set it up.

If you’ve completed setting up the app, and you’re still unable to print, continue below.

Confirm the Hardware Agent is connected to the browser and scan location

The Treez Hardware Agent app must be running and connected to the same URL and scan location in the browser in order to print successfully.

Step 1: Use the Search box on the taskbar or look in your Applications folder to locate and open the Treez app

Step 2: Navigate to either SellTreez or your Customer Directory and set the appropriate scan location by clicking on the pin icon and selecting the desired option from the dropdown.

Step 3: Check that the print location at the top of the Hardware Agent app matches the correct location on your Treez screen.


Step 4: Check that the URL in the browser running Treez matches the URL in the Hardware Agent app.

If the URL and scan location match, skip to the next section: Try a test scan. If the app is connected to the wrong URL or scan location, continue to the next step.

Step 6: Reopen the app and enter the correct URL and location.

If you’ve verified the URL and scan location match the Hardware Agent app, but are still unable to scan, continue below.

Try a test scan

Step 1: Place a document in the flatbed and close the lid.

Step 2: Use the Search box on the taskbar to navigate to Windows Fax and Scan on the Control Panel. You may need to download the Windows Scan program.

Step 3: Click New Scan.

If you completed a test scan, but you’re still unable to scan a document into Treez, close Windows Fax and Scan and continue to the next section.

If you were not able to complete a test scan, we recommend:

  • Restarting the scanner

  • Removing the scanner and manufacturer driver from the computer and then reinstalling

TIP: You may need to download the manufacturer’s uninstall tool.

If the test scan is still unsuccessful, we recommend getting in touch with your IT specialist as there may be an issue with the hardware itself.

Close any other open scan programs

Step 1: Use the Search box on the taskbar to navigate to Task Manager.

Step 2: Check the list for any of the applications currently running also utilize any scanning function, such as the manufacturer scan program, or Windows Fax and Scan.

If there are other applications that scan, you may need to close them before your scanner is able to reliably scan documents into Treez.

Confirm the scanner is associated with the correct location

Step 1: Navigate to Configuration > Config Page > Hardware Agent in the Treez portal.

Step 2: Find the location you would like to scan from and verify that the device you’re using to scan is selected in the appropriate dropdown.

NOTE: Haven’t created the location yet? Just follow the instructions here!

Step 3: Verify the device is not selected under another location.

Step 4: If the desired device is not an option to select from the dropdown, click “Scan for New Devices” and try to select the desired device again.

NOTE: The Hardware Agent must be connected to the browser and scan location before scanning for new devices.


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