---
schema_version: "1"
id: ee076b17ec96ad7f2220d1ab8154ea47651349a1f77e611eb96b91687ee9381c
title: Point of Sale Datalogic Scanner Troubleshooting
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/commerce/264-0-0/rt_cms_hardware_datalogic_scanner_troubleshooting.md
canonical_url: https://help.salesforce.com/s/articleView?id=commerce.rt_cms_hardware_datalogic_scanner_troubleshooting.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 41eb401fb7777cb4fa3bfb51a40232550c28f30ce6acb5f99128ebf2a43a33fc
description: Resolve common issues with a USB-connected Datalogic Magellan 1500i scanner in Point of Sale (POS).
products:
  - Commerce
release: "264"
---
# Point of Sale Datalogic Scanner Troubleshooting

Resolve common issues with a USB-connected Datalogic Magellan 1500i scanner in Point of Sale (POS).

 
| Issue | Resolution |
| --- | --- |
| POS doesn't recognize scans from the USB-connected scanner. | Connect POS to the host printer. Go to **Device Manager** | **Printers** and select the printer the scanner connects to. |
| POS shows a connected checkmark against the printer, but doesn't scan. | Confirm that the scanner is physically plugged into the printer and powered. The power-up beep sounds when the scanner is on. Check the USB connection at both the printer port and the scanner. |
| Scans arrive as accented letters or symbols instead of digits. | The scanner's keyboard layout doesn't match the iPad's. Complete [Match the Keyboard Country to the iPad](https://help.salesforce.com/s/articleView?id=commerce.rt_cms_hardware_program_datalogic_scanner.htm&release=264.0.0&type=5 "Scan configuration barcodes from the Datalogic Product Reference Guide to change how the Magellan 1500i formats scans in Point of Sale (POS), or to reset the scanner."). For a French (AZERTY) iPad, set the scanner to France (command 030204) and confirm that Caps Lock is off, then re-test. |
| Every scan shows **Product unavailable** and the value has a leading symbol (for example, `#`). | Label ID is on in the scanner. Complete [Disable Label ID](https://help.salesforce.com/s/articleView?id=commerce.rt_cms_hardware_program_datalogic_scanner.htm&release=264.0.0&type=5 "Scan configuration barcodes from the Datalogic Product Reference Guide to change how the Magellan 1500i formats scans in Point of Sale (POS), or to reset the scanner."). |
| Barcode scans have an extra space in front of the value. | Complete [Reset the Scanner](https://help.salesforce.com/s/articleView?id=commerce.rt_cms_hardware_program_datalogic_scanner.htm&release=264.0.0&type=5 "Scan configuration barcodes from the Datalogic Product Reference Guide to change how the Magellan 1500i formats scans in Point of Sale (POS), or to reset the scanner."), then re-test. |
| The scanner stops working after the app backgrounds and foregrounds, or the iPad locks and unlocks. | Reconnect the printer in **Device Manager** | **Printers**. If scanning doesn't resume, turn off the printer, unplug the scanner, and repeat [Connect Scanner to a Printer](https://help.salesforce.com/s/articleView?id=commerce.rt_cms_hardware_setup_datalogic_scanner.htm&release=264.0.0&type=5 "Configure the Datalogic Magellan 1500i in Point of Sale CMS. Then connect the scanner through a supported Epson printer's USB port."). |

#### See Also

- [Datalogic Scanner Support in Point of Sale](https://help.salesforce.com/s/articleView?id=commerce.rt_cms_hardware_datalogic_scanner_support.htm&release=264.0.0&type=5 "The Datalogic Magellan 1500i is a corded barcode scanner that connects to a supported Epson printer's USB port. The USB port passes the scanned data to Point of Sale (POS).")