This guide is designed to help troubleshoot issues with Zebra devices failing to scan an Atlas Medication bar code or QR code.
Please follow these steps if you are having trouble with scanning before contacting the support team.
Atlas licence QR codes:
If you cannot scan an Atlas eMAR licence QR code then there are a few things that you can try.
1. Make sure that the computer monitor you are scanning from is not receiving any screen glare from
an external light source such as the sun through the window or a bright light.
2. Make sure that the QR code is as big as possible on the screen.
3. Hold the device further away from the screen to avoid glare.
4. If it says, “licence already in use” please try getting a new Licence from Atlas central by going to
My care home>Manage Devices
Then press “add a new device” and this will send a new QR code to the email linked to your Atlas
account. Try scanning this licence by repeating steps 1-3.
5. If none of the above steps have worked, try printing the QR code on a piece of paper and scanning from there.
Medication Barcodes:
Medication barcodes come in multiple formats. Here are the two that are supplied through Alas
Pharmacies:
Barcode 1:
If your label looks like this then it should be scanned on this barcode:
If this isn’t working, pull the device further away and cover the smaller Barcode and QR code on the right with your finger making sure not to cover the large barcode
(Cover These)
Barcode 2:
This is the second type of label you will get on Atlas. These only have a QR code in the bottom right. The QR code is what you would need to scan.
These labels will need the device to be slightly closer in some cases but not too close as the light on the scanner can cause glare on the label.
If none of the above steps work then please make sure that:
1. The light is turning on when scanning. (If this isn't working then please try pressing the button on the back and all side buttons to see if the button is mapped differently.) If none of the buttons make the scanner work then please contact the support team.
2. You have the volume up on the device and can hear an audible beep when scanning
3. You are not holding the scanner too close.
4. There is not a bright light already shining on the label. (This can interfere with scanning as it will overexpose it for the Zebra device’s scanner.)
5. The device is head on to the QR/barcode.
If the above steps do not let you scan and it says “item not found” followed by the label number then please contact your pharmacy to ensure that the medication has been handed out on their system.
If you are still having trouble with scanning after these steps have been completed please get in touch with the support team via live chat on Atlas Central or raise a Support ticket.