When a tag won't scan
When a facility calls to say a tag "doesn't work", ask what the page said. Each message has one cause.
| What staff see | What it means | What to do |
|---|---|---|
| Tag Not Found | The code isn't a ServiceTags tag, or it's damaged | Check the tag is ours. Replace it if it's scratched or peeling. |
| This tag has not been paired. | The tag isn't linked to an item | Pair it to the item it's stuck on. |
| Item Unavailable | The item has a paused status | Give it an active status if it's back in use. |
| Not set up yet | The tag is paired, but there's nothing for staff to choose | Set up a menu for it. |
| Nothing opens at all | The phone, not the tag | See below. |
When nothing happens
If the phone camera doesn't react at all:
- Make sure the tag is well lit and fills most of the screen.
- Wipe the tag. Grease and glare stop a scan.
- On older phones, try a QR scanner app, or the scan button inside the camera.
- Check the phone has signal. The page is small and loads fast, but it needs some connection.
Typing the tag ID instead
Every tag has a short ID printed on it. In the ServiceTags app, tap Scan, then Enter tag ID, and type it in. This works when the code is too worn to read.
A tag on the wrong item
If reports land on the wrong item, the tag on the equipment doesn't match the tag paired in ServiceTags. Open the item that's getting the reports, choose Unpair tag, then pair the right tag to each item.
Where to go next
- Pair a tag to an item
- Order tags for replacements