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Order number digits out of order when scanning with J794 scanner in SendSuite Live

Learn how to resolve an issue where the order number digits are out of order when scanning an order with a J794 scanner in SendSuite Live.
Products affected: SendSuite® Live

Issue

When scanning in an number order with a J794 scanner, the digits are not in the correct order. For example, when order 123-12345-123456 is scanned into the Order Field, the digits display as 3211-2354-132561.

Cause

Anti-virus software may be causing this issue, particularly Webroot anti-virus software.

Resolution

If this problem occurs with Webroot or any other anti-virus software, Pitney Bowes recommends contacting the anti-virus software maker or support group to determine if there is a setting that will allow the anti-virus software to be used without interfering with Pitney Bowes devices.

UPDATED: June 03, 2021