Use this guide when the barcode scanner beeps (or lights up) on a scan, but nothing shows up on the register screen.
A beep means the scanner read the barcode — the problem is between the scanner and the page. Two quick checks fix most cases.
1. Let the page finish loading before you scan
If you just refreshed the page, restarted the computer, or completed a sale, Santé may still be loading products in the background. Scans made during that window get lost.
Wait for the page to fully load (no spinners), then scan again.
If the screen says "loading products," give it a moment — then re-scan the item.
2. Unplug and replug the scanner
Unplug the scanner's USB cable from the computer, wait a few seconds, and plug it back in. Then click once inside the Santé checkout screen (so the page is "in focus") and scan again.
3. Check the item exists in Santé
Search for the product manually (by name or by typing the barcode number). If the item can be found manually but won't scan, the barcode on the bottle may not be attached to the product — add the UPC to the product and it will scan from then on.
If the item doesn't exist at all, create it or pull it from the catalog first. Also check the product's channel — if it isn't set as available in your store, it won't come up at the register.
Scanner won't scan anything at all?
That's a different problem — a setup/programming issue. Use the setup guide for your scanner model:
Every first scan after a sale fails?
If the first item scanned after completing each sale never registers (and you've gotten used to scanning everything twice), message us — this is a known issue our engineering team tracks, and we want to confirm your register is on the latest fix. It is not something you need to work around permanently.
Still stuck? Message us
Include your register number, scanner model (it's printed on the scanner), and whether the scanner is USB or wireless — that's the first thing we'll ask.