You may see timeout errors on your hand scanners when trying to move stock or scan items onto works orders. This is usually caused by the Access Connect service on your web server stopping or becoming unresponsive. This article explains what to look out for and how to get the issue resolved.
Symptoms
You may be experiencing this issue if you notice any of the following:
The error message "ALERT- there was a problem executing the configured procedure. Please check the logs for more information" appears on the scanner.
Stock items cannot be scanned onto any works order.
Multiple hand scanners experience intermittent timeout errors during stock movements.
The scanner icon appears and disappears during stock movements.
The issue affects multiple scanners or specific users intermittently — some users may be unaffected.
Cause
This error is typically caused by the Access Connect service on the web server stopping or becoming unresponsive.
Next steps
The Access Connect service on your web server will need to be restarted by the support team.
⚠️Important: Do not attempt to restart the service yourself. This must be carried out by the support team to avoid further disruption.
Contact support via the MyAccess Portal and include the following to help the team resolve the issue quickly:
The exact error message shown on the scanner.
Which users and devices are affected.
Whether the issue is affecting all scanners or only some.
How long the issue has been occurring.