Troubleshooting Product Barcodes in ShipHero

When working with barcodes in ShipHero, you might occasionally encounter scanning or information population problems, as well as printing issues. This guide provides information on:

• Best Practices for Barcode Management
• Troubleshooting Barcode Scanning Issues
• Troubleshooting Barcode Printing Issues
• When to Contact ShipHero Support

Best Practices for Barcode Management

To minimize scanning and printing issues we recommend:

1. Regularly audit and update your barcode associations.
2. Maintain high-quality, clear barcodes.
3. Keep your scanner and scanning equipment well-maintained.
4. TIP: Periodic cycle counts can help prevent and quickly identify barcode-related discrepancies.

Troubleshooting Barcode Scanning Issues

If you're experiencing issues with a barcode not scanning or not populating information, use the following troubleshooting steps:

1. Verify Barcode Quality

• Check that the barcode is clean and undamaged.
• Ensure the barcode is not faded, smudged, or torn.
• Confirm the barcode matches a supported barcode type.

2. Confirm Barcode Association

• Verify that the barcode is correctly linked to the specific SKU in your inventory.
• Check that all associated barcodes (product detail and product case) are properly configured.
• NOTE: If multiple barcodes are associated with a single SKU, ensure you are using the correct barcode for scanning. For example if you scan a lot barcode or a serial number barcode that will not pull up the product as expected.

3. Scanner and Device Troubleshooting

• Test the scanner with multiple barcodes to isolate the issue.
• Clean the barcode scanner lens.

• Check the scanner's Settings. Common scanner settings to check:

  Issue	Required Scanner Setting
  Unable to open on screen keyboard.	Make sure scanner is in HID Mode.
  Unable to scan two part barcode, e.g. UPC+Supplemental barcode.	Check if the scanner offers multicode or concatenate options, e.g. Eyoyo 2D scanners have a setting called UPC-A+5
  Scan adds a leading 0 where American UPC-A barcodes are not the default barcode type.	Check the default barcode type supported and follow the manual to change the setting, e.g. Newland scanners have a series of command barcodes to scan to change the default barcode type. (See attachment for Newland scanner example)

  Example two part barcode: 

• 

Troubleshooting Barcode Printing Issues

If you're having trouble with the physical printing of barcodes, such as sideways printing, unclear output, or font size, follow these steps.

Barcodes Printing Sideways from ShipHero Mobile

If barcodes are printing sideways from ShipHero Mobile, check the following:

1. Check App Version:
   • Confirm you are on the most recent version of the Workstation App (select Check for Updates in the app) and the Mobile App (check the App Store).
   • Perform a hard reset of the ShipHero Mobile App (close it out completely and reopen).
2. Check Hardware Compatibility:
   • Verify that your printer and barcode scanner are supported by ShipHero by checking the recommended hardware devices help article.
3. Check Printer Settings:
   • Verify your printer settings are properly configured (refer to ShipHero's Basic and Advanced Printer Troubleshooting guides).
   • Mac users only: Ensure the CUPS network printing service is enabled.
4. Check Product Barcode Settings:
   • Open the My Account > Settings > Product Settings page.
   • Under Product Barcode, confirm that Barcode Orientation is properly set to either portrait or landscape.
   • Verify that the Barcode Width and Barcode Height align with the size of the label being printed on.
   • Confirm that you have selected the option to Adjust barcode elements to the label.

Barcode Font is Too Small When Printing

If the font is too small on printed barcodes, adjust the size in your product settings:

1. Open the My Account > Settings > Product Settings page.
2. Under Product Barcode, adjust the Barcode Width and Barcode Height fields to change the barcode dimensions.
3. Print a test barcode to confirm the new size.

Barcodes Printing Unclear on Mac

If barcodes are printing unclear on a Mac, it's due to the lack of dedicated Zebra drivers for macOS. While barcodes may still function, a recommended solution is to purchase and install a third-party software application designed to solve this issue such as this one from Peninsula Group.

When to Contact ShipHero Support

If you have completed the relevant troubleshooting steps and still cannot resolve the issue, please contact ShipHero support with the following detailed information: