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Everything about: Troubleshooting Hardware

Support via AnyDesk – macOS

So that Belbo Support can see your screen and take over your mouse and keyboard if needed, AnyDesk is used. The setup takes about 5 minutes – the most difficult part is granting macOS permissions.

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Troubleshooting Call Tracking Usage

If your call tracking was working and suddenly stops working, there can be many reasons for this. This article lists reasons for a sudden malfunction if your call tracking suddenly stops working. If you have problems and questions about the setup, you can find help here: Enable call tracking

Is the Satellite running?

The most common problem is that the Satellite has not started properly. This can be due to a system update. Often this problem can be solved by restarting your computer. You can find instructions here: Install Satellite

Is the computer in the same network as the Fritzbox?

Check whether your computer is in the same network as the Fritzbox. Otherwise, call tracking cannot work. Using a guest WLAN is also a reason why call tracking does not work.

Fritzbox update?

If your Fritzbox has been updated, call tracking may need to be enabled again. You can find information about this here: Enable call tracking

Check call tracking settings

Check and possibly deactivate all special settings and reset filters. If your phone number has changed or something else, a filter function may be preventing call tracking from working.

Disable antivirus scanner

Check and disable your manually installed antivirus scanner via McAfee or similar and then restart your computer.

Do you have multiple computers with Satellite installed at your location?

The Satellite with call tracking enabled must only be active on one computer. If you experience problems with call tracking suddenly not working or only working "temporarily", you should try shutting down the other computers or disabling the Satellite on them.

Is a WLAN repeater being used?

WLAN repeaters are sometimes used to boost a weak signal. However, this can cause difficulties when installing call tracking. If you enter the following IP address in the address bar of your Chrome browser, you should go directly to the admin page of your Fritz!box: 169.254.1.1.

Troubleshooting when using EC terminal

This article will help you troubleshoot if payments are not being transferred correctly to your card terminal. If you are using a SumUp device, this article is not relevant for you.

Below you will learn which basic points you should check – including the communication test, the stability of the network connection, the correct IP address and port, as well as possible device settings such as the login mode. Additionally, it explains how you can check the connection with simple tests.

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Issues & Troubleshooting with Socket Mobile Scanner

Questions or issues? Write to us in the help chat!

I cannot connect my device to the scanner. What should I do?

It's possible that your scanner is still connected to another device or that the wrong mode is active. Make sure you disconnect the scanner from all devices in the Bluetooth settings.

After that, scan this code, it will reset the scanner to its factory settings.

(If scanning doesn't work, print this page and try again. These barcodes are also included in the manual that comes with the scanner.)

Now scan the barcode that activates keyboard mode:

This barcode resets the device to factory settings and HID mode. After successful scanning, the device will turn off automatically.

You can now connect the Mobile Socket Scanner CHS 7Ci to a Bluetooth-enabled device as described in the instructions above.

I want to connect my scanner to an iOS device, what do I need to do?

Continue to change the distance and angle from which you scan until you hear multiple beeps (this time the scanner will not turn off).

After you have heard approximately 3 beeps, you can go to iPad > Settings > Bluetooth and select your device there.

I want to connect my scanner to a second device, what do I need to do?

The Mobile Socket Scanner CHS 7Ci can only be connected to one device at a time. To connect it to another device, you must disconnect it from the first device in the Bluetooth settings:

  1. Turn on the CHS.
  2. Press and hold the trigger.
  3. Press and hold the power button.
  4. Release both buttons after 3 beeps have sounded.

The CHS will be unpaired and automatically turned off. The next time you turn on the CHS, it can be detected.