Symptoms
- No beep / no decode
- Device missing from Device Manager
- Scans work in Notepad but not in the POS app
Fault Tree
- Cable and port - try a known-good USB port and cable; avoid unpowered hubs for initial bring-up.
- Enumeration - confirm the device appears; if not, test on a clean laptop outside the locked image.
- Driver mode - HID vs virtual COM must match the application. Install the exact package from Drivers Center.
- Configuration - reset to defaults with the manual’s configuration barcodes, then re-apply site settings.
- Application focus - some apps require COM listeners; Notepad success does not prove POS integration.
Escalate with Context
When contacting support, include model, OS build, driver version, and whether the failure is new after an image change.
Frequently Asked Questions
The device shows in Device Manager but will not scan. What next?
Confirm HID vs COM mode matches the application expectation, re-load configuration barcodes from the manual, and verify the firmware package matches the archived site version.