Package information not populating after scanning the package barcode in the PitneyTrack mobile app

Issue

The package information isn't populating after scanning the package barcode in the PitneyTrack mobile app.

Cause

• The Tracking Assistant scanning beam is not working.
• If using the PitneyTrack mobile app on another device, the camera may not be enabled in permissions or it may not be working.
• Inbound Carrier settings within the PitneyTrack website has created a custom carrier but the carrier name is blank.

Resolution

Solution 1: The Tracking Assistant scanning beam is not working

Reboot the tracking assistant by holding the power button until the power menu appears and then select power off.

Solution 2: If using the PitneyTrack mobile app on another device, the camera may not be enabled in permissions or it may not be working.

• Check the PitneyTrack mobile app permissions within Settings to make sure the camera is enabled.
• Use the default camera app outside of the PitneyTrack mobile app to verify the camera is working.

Solution 3: Inbound Carrier settings within the PitneyTrack website has created a custom carrier but the carrier name is blank

1. Verify Inbound Carrier settings by logging into the PitneyTrack website.
2. Select Settings.
3. Select Inbound Carriers from the Receiving menu.
4. Check for any carriers that have a blank name.
5. Edit the blank carrier to add a name to it or delete it to remove it from the system.
6. Sync the PitneyTrack mobile app.
7. Try scanning a package.