Problem Solving

Having trouble scanning or transmitting your barcodes or is there something wrong with your Clicker?

Check the information on this page if you are having problems using the website. If your problem is listed below click on it to find a solution.

For help with problems using the Clicker to scan barcodes please click on the image below.

If you can't find an answer to your problem then contact us.

If you have had a problem registering please check the following possible causes:

• You cannot register using someone else's invitation number.
  
  
• You must enter the Invitation Number exactly as shown on you invitation email (no spaces at either end).
  
  
• Are you registering from a work PC? Work PCs can block / interfere with registration.
  
  
• Are you using an Apple PC? Our software is incompatible with Apple Computers.
  
  
• Are you using Windows 95 or Windows 2000? Our software is only compatible with Windows versions 98, ME, XP, Vista and Windows 7.
  
  
• You must use Internet Explorer. Our software may be incompatible with other internet browsers.

If you have checked all of the above and you still cannot register please click here to check the Internet Explorer security settings.

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Q2. Unable to ENROL and set up a reward account

Once you have successfully registered you should receive an email from us asking you to set up your reward account.
To do this you need to click on the link within that email which will take you to the ShopandScan Rewards enrolment page.

• If you have lost or deleted the enrolment email with the link please contact us and we'll send it again.

• If you have the email but you cannot get the link to work - copy your link in your email and paste it into the address bar in Internet Explorer and press enter.

Internet Explorer address bar example

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Q3. Unable to transmit

Please first check the following three possible problems with the Clicker:

If the answer to any of the above questions is no please check the problem solving page for your Clicker by selecting the picture of a Clicker above.

Are you using Microsoft Internet Explorer? Our software may be incompatible with other internet browsers.

Please also ensure that this website is added to your list of 'Trusted Sites' in Internet Explorer. If your computer has undergone a recent Windows update, then you may need to add it again.

To add the website to your list of 'Trusted Sites':

1. Click on the 'Tools' or 'Settings' cog in the top right-hand side of the browser.
2. Select 'Internet Options' and navigate to the 'Security' tab.
3. Choose the 'Trusted sites' option (big green tick) and click on the 'Sites' button below.
4. Add www.shopandscan.com to your list of trusted sites and click 'OK'.

Please attempt another transmission, otherwise please check for any of the error messages below:

Error Message 1600
Please try to transmit again in a couple of hours as there is a problem with our server.

Transmission Failed [1]
Check the lead is securely connected to both the Clicker and PC and try to transmit again.
If it still fails please contact us.

Transmission Failed [2]
Please check the security settings in Internet Explorer and try to transmit again. Click here to see how.
If it still fails please contact us.

Transmission Failed [3]
Press the scan button on top of the Clicker without it being plugged in and without scanning a barcode.

1. If the light is GREEN unplug the lead from your PC and Clicker and then re-plug them both in again. Check the lead is securely pushed in and try another transmission.

2. If the light is RED please check the problem solving page for your Clicker by clicking on the picture at the top of this page.

If this still fails and you are using a USB cable you may need to reinstall the USB driver.

To do this please click here to find the correct USB driver for your computer and follow the instructions.

If transmission still fails please also follow this checklist for further solutions for USB driver and connection problems, or contact us for more help.

If you receive any other message please contact us with full details of the error.

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Q4. Forgotten Password and/or Username

Forgotten Password

• Click "My Reward Account" from the left hand menu.

• Click where prompted to get a reminder of your password emailed to you.

Forgotten Username

• Call the ShopandScan Rewards helpline free on 0800 389 0342.

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Q5. Unable to access Reward Account

Make sure you enter your Username and Password correctly.

If you've forgotten your Username or Password see question 4 above.

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Q6. What should I do if I change my PC?

If you get a new PC you should carry on using the Clicker to scan all your shopping as usual.

When you come to transmit your barcodes plug in the Clicker to the computer as usual, come to this website and click on 'Transmit your barcodes'.

You will be asked to enter your household number. Your computer will then automatically download the Clicker software. You may need to click on 'OK' a few times to authorise and install the download. This is exactly the same as what happens when you first register to join ShopandScan. After this is done you should be able to continue taking part in ShopandScan as before.

If you cannot plug the Clicker into your new PC because it doesn't have a serial port or if you have any other problem please contact us

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Q7. How to find out your Panel Number

A quick way to find your Panel Number is to go to the contact us page. Your number should appear in the Panel Number box.

Please note, this will not work if you have cookies disabled in Internet Explorer. You can also find your Panel Number at the top of your Blue Purchaser Page.

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Q8. Security Settings

To check the security settings in Internet Explorer:

1. Click 'Tools' on the toolbar at the top of the screen Then 'Internet Options...'       2. Click on the 'Security' tab       3. Click 'Custom Level...'

4. Make sure the settings are the same as one of the boxes below depending on your version of Windows and Internet Explorer:

Windows 98 example		Windows XP with Internet Explorer 6 example

Windows XP with Internet Explorer 7 example

5. Now close and re-open the browser and try to register / transmit again.

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Q9. The clicker is not recognised by my PC

Please follow the checklist below to try to resolve the problem. If you are still unable to transmit please contact us.

1. Check the Clicker

Check the Clicker is charged and operating correctly:

• If the light is Red first charge the Clicker for at least 2 hours (by leaving it plugged in to your PC's USB port). Then try transmitting again.
• If the light is Green check that the Clicker is scanning barcodes correctly. If there is no beam please contact us.

2. Check the USB driver

Check if the USB driver is installed:

• Click the Start button, then open Control Panel and Add or Remove Programs.
• If the entry shown in the picture below is not listed you do not have the USB driver installed. Please go to the 'Connecting to your PC' page to download and install the USB driver.

3. Check the USB connection

After you connect the Clicker to your PC please wait a few seconds and check the Windows system tray on your PC screen (the group of icons in the bottom-right corner of the screen, next to the clock). If the message "Found New Hardware" appears the Clicker has been recognised.

If the Clicker does not transmit please try the following suggestions:

i. Connect directly to your PC

• Make sure you are connecting the USB lead directly from the Clicker to your computer using the lead that came with it. Plug the cable directly into your computer, and not a hub or USB port splitter.

• Try plugging the USB lead into a different port on your PC. If your PC has USB ports both at the front and back please try both.

• Try connecting using another working USB cable. E.g. the USB cable for a digital camera, scanner or external hard drive.

4. Check the USB Code Reader is enabled

If the USB driver is installed and transmission fails please also check if the Opticon USB Code Reader is Enabled or Disabled:

• Right-click on My Computer on your desktop and click Properties.
• Select the Hardware tab, then click the Device Manager button at the top.
• In the Device Manager window click on the '+' next to Ports.
• 'Opticon USB Code Reader' should be listed as shown below. Right-click on this option.




• If 'Enable' is showing in the menu then click it to activate the reader. If 'Disable' is listed it is already enabled so you do not need to do anything.
• Try transmitting again.

5. Re-install the USB driver

• Disconnect the USB lead.
• If the driver is already installed first uninstall it by opening Add or Remove Programs in Control Panel. Select the USB driver and click 'Remove'. Once this has completed Restart your PC.
• Install the driver from the website (see 'Connecting to your PC') or CD.
• Then attach USB lead and attempt to transmit.

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Q10. What is 64-bit? Do I have 64-bit?

Windows XP, Vista and Windows 7 are all available in 32-bit and 64-bit versions. Typically most computers will use the standard version which is 32-bit, but 64-bit is a newer technology that allows a computer to use more memory.

You can check which version you have by clicking here, or follow the instructions below.

How to check on Windows Vista and Windows 7

• Click on the Start button
• Click Control Panel
• Click System and Maintenance
• Click System
• Under System you can view the System type

• Click Start, then select Run.
• Type sysdm.cpl in the box and then click OK.
• The System Properties window will appear. Click the General tab.

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