The Scanner app requires a constant internet connection and the correct location code to work. If you're having problems, here are the most common fixes.
"Currently Offline" Doesn't Mean No Internet
If the scanner shows "Currently Offline" with your location's name, the app is connected — it just means there's no meal session running at that location right now. The scanner only activates during a session's scheduled start and end times.
👉 Check your Schedule in the admin portal: is there a session today, at this location, covering the current time? The screen comes alive automatically once a session starts.
Check the Internet Connection
- Make sure the iPad is connected to Wi-Fi.
- Test by opening a webpage in Safari.
- If the Wi-Fi is unstable, move closer to the router or switch to a stronger network.
⚠️ Note: The Scanner app will not work without internet — every scan is checked live against your schedule, so there's no offline mode. Network problems will show up as failed or denied scans.
Confirm the Location Code
- If you see "Invalid Location Code", check that the correct 6-digit code has been entered.
- To find a code, go to Setup → Locations in the admin portal, open the location's menu (⋯), and expand Location Code — there's a copy button next to it.
- The app doesn't remember its location after being fully closed, so you'll need to re-enter the code when it restarts.
Restart the App
- Close the Scanner app completely.
- Reopen it and re-enter the location code.
- This clears most temporary errors.
Reboot the iPad
If problems persist, restart the iPad to refresh the connection.
When to Contact Support
If none of the above fixes the issue, contact ReelCount support at support@reelcount.com. Include:
- Your project name
- The location code you are trying to use
- The device model (e.g. iPad 9th Gen)
- A screenshot of any error messages
Key Points
- "Currently Offline" means no active session at that location — not a network problem.
- The Scanner app must be online at all times; every scan needs a live connection.
- Wrong location codes will block access, and the code must be re-entered after the app fully closes.
- Restarting the app or iPad often resolves issues.
That's how to troubleshoot Scanner connection issues and get back up and running quickly.