Cino Barcode Scanner Troubleshooting Guide

My Cino barcode scanner and SmartCradle are no long paired

Before you start, if you have multiple Cino barcode scanners of varying ages, ensure the barcode scanner and the SmartCradle are compatible. Newer barcode scanners are not compatible with previous iterations of the SmartCradle.

• SmartCradle Model HB2112 – compatible with barcode scanners that have serial numbers greater than B2xxxxxxx
• SmartCradle Model HB2110 – compatible with barcode scanners that have serial numbers lower than B2xxxxxxx

1. Connect the SmartCradle to a power supply – either via USB or AC power. AC is recommended as it allows better charging performance.
2. Ensure the SmartCradle is in an ‘Uninstall’ state. The SmartCradle indicator lights will alternate green and red when it is in the ‘Uninstall’ state. To enter this state, press and hold the ‘Reset’ button (on the left hand of the SmartCradle) for 5 seconds.
3. Ensure the scanner is in an ‘Uninstall’ state. The indicator light on the top of the scanner will alternate green and red when it is in an ‘Uninstall’ state. To enter this state, scan the ‘Uninstall’ command barcode below.
4. Using the scanner, scan the ‘Pair’ command barcode. Scan the ‘Pair’ command barcode on its underside of the SmartCradle. If there is no barcode on the under side of the SmartCradle, scan the barcode below.
5. Once the above command has been scanned, place the scanner into the SmartCradle, after a few seconds (a maximum of 15 seconds) your scanner will ‘chirp’ and SmartCradle should be paired – your SmartCradle will have a solid blue status indicator and your scanner will have an intermittent blue flashing light.

My Cino Bluetooth barcode scanner fails to reconnect to a device/computer

This may be needed if you are connecting your wireless barcode scanner to your computer directly via Bluetooth (you are not using your SmartCradle for communication).

When in standard HID mode, some systems (Windows 10 for example) may prevent the scanner from re-establishing a connection after shutdown or if the scanner has disconnected. It is believed that this is a security feature. Putting a passkey on the Bluetooth connection can correct this issue.

The following guide is for Windows 10. If you have a different operating system, please use our Contact Us page and we may be able to assist with your specific setup.

First things to check:

1. SmartCradle:
   • Make sure the SmartCradle is in an ‘Uninstall’ state. This will ensure the scanner does cannot connect to it. If you are connecting your wireless scanner directly to your computer using Bluetooth, the SmartCradle will ONLY be used for charging. To do this, press and hold the ‘Reset’ button (on the left hand of the SmartCradle) for 5 seconds. The SmartCradle lights should be alternating between green and red.
   • Power – make sure the SmartCradle is connected to a power source. This is so that the scanner can charge when it is not in use. AC charging is preferred as it offers greater charging performance.
2. Scanner:
   • Make sure the scanner has sufficient charge. It can take a few hours to fully charge but you should get over 8 hours out of a fully charged scanner.

Next:

1. Uninstall/unpair the scanner from the SmartCradle and/or computer. This can be done by scanning the barcode below.
2. On the computer, remove the scanner as a recognised Bluetooth device. To do this, go to ‘Control Panel’ then ‘Devices and Printers’. Right click on the scanner under the ‘Devices’ section and click ‘Remove Device’ and then ‘Yes’.
3. Set the scanner for ‘HID Mode with Passkey’. This can be done by scanning the barcode below.
4. On your computer, in the same window as before (Devices and Printers), click ‘Add a device’ and wait for your scanner to appear (it may appear as ‘Keyboard’). When you see it, click on the device and click ‘Next’. On your computer, you will be presented with a passkey which you must scan using your scanner. Scan the numbers below as indicated on your screen and then scan ‘FIN’. Your scanner should chime to indicate connection.
5. Test the scanner. Open a notepad file and scan a nearby barcode (or the barcode below).

My USB scanner does not have any power – the following applies to brands of barcode scanners

If your scanner doesn’t appear to be powering up, it is best to check the following:

1. The physical condition of the scanner – does it look like it has been mistreated? If so, and none of the following correct the issue, it may be broken and will need to be replaced.
2. The physical appearance of the data cable – does it have knicks, breaks, exposed wire or damaged connectors? If so, it will need to be replaced. New USB cables can be purchased for Cino barcode scanners from DCS (Aust.).
3. Check that the USB cable is correctly and securely plugged into the back of the appropriate host device. When troubleshooting, it is useful to plug the scanner into different USB ports on the host device and plugging other devices into the USB port on the host device to test that the USB port is functioning correctly.
4. Check that the RJ48 connector (or the appropriate connector based on your scanner brand) is plugged securely into the base of the barcode scanner. Unplug the cable and re-insert it firmly. You should hear a click. You can release the RJ48 connector from the base of a Cino barcode scanner by inserting a paper clip into the small hole near the connection point (as shown below) and pulling on the cable.
5. Does the scanner work on a different host device? Trying the scanner on a different host device (ideally a computer) will assist verify that the host device is capable of receiving data from the scanner.

My RS232 scanner does not have any power

If your scanner doesn’t appear to be powering up, it is best to check the following:

1. The physical appearance of the scanner – does it look like it has been mistreated? If so, and none of the following correct the issue, it may be broken and will need to be replaced.
2. The physical appearance of the data cable – does it have knicks, breaks, exposed wire or damaged connectors? If so, it will need to be replaced. New RS232 cables can be purchased for Cino barcode scanners from DCS (AUST.).
3. The physical appearance of the power cable (if you are using one) – does it have knicks, breaks, exposed wire or damaged connectors? If so, DO NOT USE IT, it will need to be replaced. You will need a power cable or power stealer if your host device does not support powered COM ports.
4. Check that the data cable is correctly and securely plugged into the back of the appropriate host device. When troubleshooting, it is useful to plug the scanner into different COM ports on the host device and plugging other devices into the COM port on the host device to test that the port is functioning.
5. Check that the RJ48 connector (or the appropriate connector based on your scanner brand) is plugged securely into the base of the barcode scanner. Unplug the cable and re-insert it firmly. You should hear a click. You can release the RJ48 connector from the base of the scanner by inserting a paper clip into the small hole near the connection point (as shown below) and pulling on the cable.
6. Check your scanner is connected to an appropriate power source. You can power your device:
   • Via AC power – check your AC power is plugged in, switched on and connected into the appropriate power port. Or,
   • Via power on Pin-9 – ensure your host device supports power on Pin-9. This is usually enabled in the system BIOS. Or,
   • Via a power stealer – a power stealer will require a USB port to power your device. You can purchase a power stealers for Cino barcode scanners from DCS (AUST.).
7. Does the scanner work on a different host device? Trying the scanner on a different host device (ideally a computer) will assist verify that the host device is capable of receiving data from the scanner. 

My scanner is transmitting incorrect characters

A common cause of this is the keyboard/language settings on the host device. As a barcode scanner is essentially a human interface device (similar to a keyboard), it is impacted by the

Incorrect output – check computer keyboard setting – ensure it is US keyboard.

My Cino Bluetooth scanner does not hold its charge/ is not charging correctly

If not set up correctly, Bluetooth barcode scanners can incur issues with power management. The troubleshooting guide below aims to identify and rectify some problematic setups. It is advised to read all points before applying a solution.

Things to check:

1. The device
   1. The age of the device – if your scanner that is more than 3 years old and have not replaced the battery, you may need to purchase a replacement battery. You can purchase spare batteries for Cino barcode scanners through DCS (Aust.).
   2. The condition of the SmartCradle/dock and scanner – if your device is in poor condition, the contact points may no longer be making correct contact in order to sufficiently charge your scanner. Visibly inspect the contact points for dirt, wear, damage or bent pins. With the SmartCradle/dock unplugged, carefully clean any debris out of the holder/contact points with a damp cloth. Dry well with paper towel. Do the same with the base/contact points on the scanner.
   3. The battery and its housing – check that the battery is not damaged or showing swelling. Ensure the housing for the battery is in good condition and attached correctly.
2. The connection
   1. Check all cables are connected correctly – Ensure your USB and AC power cables are connected into their ports/sockets correctly and that they are plugged into the SmartCradle/dock correctly. A good test for the AC power adapter is to unplug the USB cable to ensure the SmartCradle/dock still has power. Then plug the USB cable in.
   2. USB ports – If you are not using AC power to charge your scanner, ensure you have your SmartCradle/dock connected to a USB3.x (preferably) or USB2.x port. USB1.x does not provide sufficient power output to charge Bluetooth scanners.
   3. USB hub – If you are not using AC power to charge your scanner, ensure you are connected directly into the USB port on the terminal/computer and not running through a USB hub. USB hubs distribute power between the ports and may not output enough power to charge your scanner.
3. The environment – Ensure you scanner is able to charge when not in use.
   1. Whilst it might sound obvious, always ensure the scanner is placed in the SmartCradle/dock when not in use. If left on the countertop (especially during long periods of inactivity) the battery will slowly run down.
   2. If your SmartCradle/dock is connected to your terminal/computer via USB only and you switch your terminal/computer off before you leave for the day, your scanner will not have the ability to charge overnight. This may impact its performance and longevity the next day. Make sure your terminal/computer remains on overnight to allow the scanner to charge while not in use.
   3. Some businesses turn off power and/or POS isolator switches before leaving at the end of a day. This has the same impact as the above and the scanner will be unable to charge overnight.
   4. Disable selective suspend – selective suspend means Window 10 will stop power running to certain USB ports resulting in the scanner not receiving enough power to run. A guide has been provided here which will assist you disable selective suspend.
      https://www.pugetsystems.com/labs/support-software/How-to-Disable-USB-Selective-Suspend-1190/
   5. Your operating system – if you are running Windows 7, connect your SmartCradle/dock into a USB2.0 port as Windows 7 may not correctly support USB3.0 devices.

My Cino Bluetooth scanner goes to sleep too regularly

By default, the Cino Bluetooth barcode scanners have a sleep time out of 1 hour. This means that after 1 hour of in activity, the handset will go into ‘sleep’ mode, powering it down and disconnecting communication with the cradle in order to preserve the battery. It also assists speed up the charge time if the scanner is placed in the cradle. Some can find this feature undesirable as it can take the scanner a few seconds to establish a connection to the base when the scanner is needed. The sleep time out is adjustable.

Linked HERE is a guide for adjusting the sleep time out on the Cino Bluetooth barcode scanners.