Creator
What can I do to troubleshoot dotcode labels (ArUco codes)?
Steps to resolve recognition failures, printing issues, and posing conflicts with ArUco (dotcode) labels on the Mashgin kiosk.
This article covers troubleshooting steps for ArUco (dotcode) label issues — including labels the kiosk won't recognize, printing problems, and posing conflicts. New to dotcodes? Start with What is a dotcode?.
🔍 Resolve Recognition Issues 🔍
Step 1. Verify Label Placement
- Place the label in a clear area, completely flat on top of the product packaging.
- Ensure the label is not wrapped around the product's edges or sides.
- If the label contains two dotcodes (one for top and one for the back of the item), make sure the codes are not placed on the same side of the product.
- Ensure nothing — including thaw stickers — obstructs the view of the dotcodes.
Labels placed on curved surfaces or edges may not be fully visible to the kiosk camera. Always use a flat, unobstructed surface.
Step 2. Verify Active Items
- Navigate to Creator and confirm the item linked to the dotcode is active.
- Dotcodes linked to inactive items will often prompt a "Please See Cashier" message at the kiosk.
If an item was recently deactivated in Creator, the kiosk may continue to trigger errors until the menu is synced.
🖨️ Address Printing Issues 🖨️
Step 1. Menu Tablet Sync Verification
- If you are using a third-party system to print ArUco codes, verify that it is correctly synchronized with the settings configured in Creator.
- An out-of-sync tablet can cause labels to print without the ArUco codes, resulting in recognition failures.
- If you are unsure how to sync your third-party system, contact your operations team.
Labels that print blank (no ArUco pattern) are almost always a sync issue — not a printer issue.
🎯 Eliminate Posing Conflicts & Verify Dotcode 🎯
Step 1. Check for Poses in Manage Mode
- Log into Manage Mode on the kiosk — see How do I access kiosk manage mode? if you need a refresher.
- Scan the UPC of the ArUco-labeled item, or search for the item using the Items page.
- Verify there are no poses associated with that item.
- Attempt to delete any poses found.
- If poses are older than 24 hours, reach out to Mashgin Support.
Poses linked to dotcode-labeled items can confuse recognition. Removing them is often the fastest fix when a labeled item scans inconsistently.
Step 2. Verify Dotcode in Creator
- Log into Creator and confirm the dotcode label assigned to the item matches the one on the packaging — see How do I assign a dotcode to an item on Creator?.
- To generate or look up an ArUco code, visit: Aruco Generator
A mismatch between the code on the label and the code in Creator is a common cause of "wrong item" rings at the kiosk.
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Need help? Contact support at 📧 help@mashgin.com or call (855) 475-0889