How do I troubleshoot intermittent barcode scanning issues on a Rudolph Autoflex?

When a customer reports intermittent or failed barcode scanning on an R837, gather the following information before recommending changes or scheduling an onsite visit.

1. What changes were recently made to the sample label or barcode design?
2. Did the scanning issue begin immediately after the label or barcode was changed?
3. What barcode type or symbology is being used?
4. Were the barcode size, orientation, print quality, printer settings, or label material changed?
5. How frequently does the scanning failure occur?
6. When a barcode fails, does the same sample scan successfully on a second attempt?
7. Are there visible differences between labels that scan successfully and labels that fail, such as wrinkles, poor print quality, alignment, curvature, damage, or contamination?
8. Has the physical placement, height, or orientation of the label on the sample container changed?
9. Does the issue occur randomly, or does it happen with specific sample positions or racks?
10. Can the customer provide pictures of:
    • A sample that scans successfully
    • A sample that fails to scan
    • The previous label design
    • The current label design
    • A labeled sample positioned in the rack/autosampler

Why This Information Is Needed

Collecting this information helps determine whether the issue is associated with the barcode design, print quality, label placement, sample positioning, scanner configuration, or R837 hardware.

This information should be reviewed before making configuration changes or determining whether an onsite service visit is required.