Trouble Scanning

If items are failing to scan you'll want to check the following:

1. Tag not encoded properly

Make sure that the EPC numbers are encoded correctly.
You can do this by using the EPC Read feature in the mobile app to scan the tags, then share the EPC number(s) with Support

Testing Step: Scan tags on neutral surface and ensure that all tags scan successfully. Make sure you know the quantity of tags, scan and confirm the quantity scanned matches the physical quantity.

2. Product not found

If when scanning only EPC numbers appear, it may be due to the Products definitions pushing to the mobile. If this is the case, try to Reimport Products

3. Tag Persistence

RFID tags have 2 states: A (not charged) and B (charged).
Our "Speed" mode charges tags for a short amount of time (unnoticeable) and allows to have scan sessions one after another with no "cooldown", while "Density" captures more tags within the scan session, yet charging them for a longer time (takes up to 5 minutes to discharge between each scan).
We recommend you to try use the "Speed" mode only if you don't want to wait.
or
use "Density", but you should wait for around 5 minutes after each time the tag is scanned.

4. Tag placement

Tags can be shielded by metal or metal-containing objects.
Please make sure the tags are not placed on metal, other tags (on top of each other) or a cardboard that contains metal (e.g. metallic paint).
Metal shelves can interfere with an RFID signal.
Walls with metal rebars will also interfere with the signal.

Testing Step: Confirm that there are no environmental issues relating to scans. Do the tags scan when applied to some items, but not others? Do tags lose performance when sitting on some materials? Is the read range affected or decreased?

5. Damaged tags

Each tag is made of paper and contains antenna+chip inside.
Physical/environmental damage to antenna/chip can lead to the tag malfunctioning.