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.
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 offline.
Confirm the Location Code
If the app shows an error after launch, check that the correct location code has been entered.
Codes are found in Setup → Locations in the admin portal.
If the app has been fully closed, you may need to re-enter the code.
Restart the App
Close the Scanner app completely.
Reopen it and re-enter the location code if prompted.
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 [email protected]. Include:
The location code you are trying to use
The device model (e.g. iPad 9th Gen)
A screenshot of any error messages
Key Points
The Scanner app must be online at all times.
Wrong or expired codes will block access.
Restarting the app or iPad often resolves issues.
That’s how to troubleshoot Scanner connection issues and get back up and running quickly.