Handheld (C-72) issues
- Not reading tags — check RFID power level in the app (raise to max for audits); confirm you are in read mode, not barcode mode.
- Reads too much (tags from the next rack) — lower power for shelf-level counting.
- App cannot sign in — verify Wi-Fi, then use offline mode; data syncs later.
Gate reader (UDM9R) issues
- No alarm on unbilled goods — confirm reader power and antenna cable, and that the dispatch feed is syncing (check the incident log for reads without decisions).
- False alarms — usually billed items scanned after exit; ensure billing completes before goods move, or widen the grace window in settings.
- Random reads when idle — tagged stock stored too close to the gate; keep a 3–4 m clear zone.
Tag issues
- Tag not writing at the UDR102 — tag may be locked/damaged; try another from the roll. Keep the tag flat on the pad.
- Poor reads on metal/liquid items — switch to on-metal tags or foam spacers; ask support for samples.
Sync & data issues
- Stock mismatch looks wrong — confirm the accounting import ran (Dashboard → Integration status) and item codes map one-to-one.
- Duplicate SKUs — merge duplicates in the accounting software; TrueStock flags them in the exception report.
Still stuck? Open a ticket with device model, a photo/screenshot, and the item/tag ID involved — remote diagnostics resolve most issues same-day.
