Why is the front barcode scanner not working?

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This guide walks you through what to do when the barcode or QR scanner on the side of your Mashgin kiosk stops responding. Follow these steps in order — most scanner issues can be resolved on-site without contacting support.

💡 Tips

Check for obstructions — make sure nothing is blocking the scanner window (stickers, tape, signage placed too close)

Red lights = power — if you see red lights flash when something is placed near the scanner, the hardware is receiving power and connected

🔧 How to Fix It

Step 1. Confirm the issue in tools

Before making any changes, confirm whether the scanner is actually not working:

Enter Manager Mode on the kiosk by tapping the screen

Navigate to Advanced → Devices → Test → QR Scanner

Hold any barcode or QR code in front of the side scanner

If the scanner is working, a number will appear in the box on the screen

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What does this tell you? If a number appears, the scanner hardware is functioning — the issue may be with a specific barcode or item, not the scanner itself. If nothing happens at all, continue to Step 2.

Step 2. Check that the Side UX is powered on

The scanner gets its power from the Side UX panel. If the Side UX is off, the scanner won't work.

Go to the back of the kiosk and locate the Side UX (the smaller display panel attached to the kiosk)

Find the power switch on the back of the Side UX

Make sure the switch is set to the ON (I) position

Look at the scanner — when something is placed in front of it, you should see red lights illuminate on the scanner window

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No red lights? If the power switch is ON but you don't see any red lights when placing an object near the scanner, the scanner may not be receiving power. Continue to Step 3.

Step 3. Reseat the scanner USB cable

A loose USB connection is one of the most common causes of scanner failure. Reseating the cable often fixes it.

Go to the back of the Side UX

Use the silver latch to open the back cover and view the USB connections inside

Find the USB cable labeled "QR Scanner"

Unplug it, wait a few seconds, and plug it back in firmly

If the cables are not labeled, unplug and replug all USB cables connected to the hub inside the Side UX

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Still not working after reseating? Try moving the QR Scanner USB cable to a different USB port on the hub. This helps determine if the port itself is the issue.

Step 4. Power cycle the kiosk

If the scanner still isn't working after reseating the cable, a full power cycle can clear system-level issues that may be preventing the scanner from connecting.

Follow the complete power cycle steps in our dedicated guide: How do I power cycle the kiosk?

After the kiosk restarts, go back to Step 1 and test the scanner again.

🛠️ Troubleshooting

Scanner passes the QR test but won't scan certain items

Issue: The scanner works in the QC test screen but fails to read specific barcodes or QR codes during checkout.

Troubleshooting Steps:

Check if the barcode or QR code is damaged, smudged, or too small — try a clean, flat label

Make sure the barcode type is supported by your kiosk configuration

Try scanning a different item with a barcode to confirm the scanner reads other codes

If specific items consistently fail to scan, the issue may be with the item's barcode setup in Creator — contact support for help

Scanner worked after reseating but fails again later

Issue: The scanner starts working after reseating the USB cable, but stops again after some time.

Troubleshooting Steps:

The USB cable or port may be loose or damaged

Try a different USB port on the hub inside the Side UX

Check the cable for visible damage (fraying, bent connector)

If the issue keeps recurring, contact Mashgin support — the cable or scanner may need replacement

Scanner has visible physical damage

Issue: The scanner window is cracked, the cable is frayed, or the scanner base is broken.

Troubleshooting Steps:

Do not attempt to repair the scanner yourself

Contact Mashgin support immediately and describe the damage

Include a photo of the damage if possible — this helps the team send the right replacement part

🔗 Relevant Articles

How do I power cycle the kiosk?

What hardware is compatible with the kiosk?

Why isn't the kiosk reacting to a placed item?

How do I assign a dotcode to an item on the kiosk?

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Need help? Contact support at 📧 help@mashgin.com or call (855) 475-0889