Chainway Troubleshooting

A Chainway is one of the laser scanners that we offer that can be used to scan tickets and complete transactions through our SaffireTix app. In this article, you will find troubleshooting steps that can help you with issues that you may run across with your Chainway handheld device. If you do not find the information you are looking for in this article, please use the orange "Help" button on the bottom right corner of the page to use our Chat, email us at support@saffire.com, or call 512-430-1123.

Not scanning or scanning slowly

Try the following options:

• Toggle quick scan on and off (located in the app Settings).
• Restart the device by holding the power button down for several seconds to power down, then press and hold the power button on the side until it turns on. If it does not turn on, press and hold the volume and power buttons simultaneously. This is a hard reset.
• Check the strength of your Wi-Fi or Data connection.

Not connecting to Star (hip) Printer

• Be sure the bluetooth is enabled in the Chainway settings and in the Saffiretix app.
• Separate the Chainway and the printer that you want to use away from other printers to make sure you select the correct one.
• Check the Bluetooth setting on the Chainway device to make sure you connect to the hip printer via the Bluetooth settings first, before you try to connect to the printer on the Saffiretix app.
• For further guidance, visit our Hip Printer User Guide article.

Chainway Trigger Handle Not Working Correctly

Here are steps that you can use to troubleshoot your Chainway that is connected to a trigger handle:

• Check battery status on both the device and scanner. If you see both battery icons on the screen, the device is at least aware it is connected to a trigger.
• Check app settings to ensure the app is set to use the trigger.
• Physically inspect the pins and contacts on both the scanner and the trigger for dirt and damage. Clean both pins and contacts gently with rubbing alcohol on a swab.
• Swap the trigger handle with one you know is working, then try both device/trigger pairs again. If the first device still doesn't work, the problem is likely with the device. If the first trigger still doesn't work, the problem is likely with the trigger. Sometimes swapping them is enough to jumpstart a faulty connection.
• Fully disassemble and reassemble the device/trigger unit.
  • Remove the trigger battery from the handle. Removing the trigger battery will not stop the Chainway battery from working.
  • Remove the battery from the device itself.
  • Place the battery back into the device, making sure it is fully popped into place and correctly oriented.
  • Place the battery back into the trigger, making sure it is properly oriented.
  • Press and hold the power button on the side until it turns on.
    • If it does not turn on, press and hold the volume and power buttons simultaneously to perform a hard reset.
    • If it does not turn on after a hard reset, try installing a different battery, either from backup equipment or another device. If the device still is not functioning with a new battery, the device may need to be replaced.
    • If the device does power on, log in to the app and test scan.
  • Turn the device off and slide it into the trigger handle, making sure it is popped into place.
  • Turn the device back on.
    • If it will not turn on, remove the trigger and use the scanners without them.
    • If it does turn on, log into the scanner app and test scan.
  • Once you have confirmed the trigger is working, install the battery that slides into it.

Receiving "Cannot connect to server" error

• Wait a few minutes to give the SIM card time to finish connecting.
• Make sure that user access is correct in Spark and that the correct PIN/password are being entered.
• Erase and re-enter the event URL to ensure there are no typos, and no spaces at the beginning or end of the entered URL.
• If using Wi-Fi, make sure mobile data is turned off.
• If using mobile data, make sure Wi-Fi is turned off. This would be done in the settings.
• For further troubleshooting when using mobile data, visit our Connecting to Mobile Data article.

Device Not Turning On

• Remove the batteries and then reinsert them. Once they are reinserted, press and hold the power button to power cycle the device.

Charging Chainway Batteries

For information about charging, visit our Chainway User Guide.

For troubleshooting guides on topics related to the SaffireTix App, visit our Mobile App knowledgebase area.