Serialio - Support: Frequently Asked Questions

I want to buy a LaserChamp barcode scanner. Does it require software?
Yes. The LaserChamp scanner requires software running on the host machine to work.
We offer scanner and software bundles for many different platforms.
Click here for more information on SerialMagic
http://serialio.com/products/SerialMagic/index.php

Why choose the BlueSnap USB instead of other Bluetooth USB dongles?
Here are some reasons why our BlueSnap USB is superior to other Bluetooth dongles:
-Bluetooth setup is significantly easier with SerialMagic.
-Has on-board Bluetooth that is more stable than Windows XP / Vista Bluetooth.
-BlueSnap and Bluetooth device can be moved between computers without re-pairing.
-Use with SerialMagic to remotely configure other BlueSnap RS-232 modules over Bluetooth.

Do your products run on Parallels virtualization software?
Yes. Our products have been tested and run on Parallels Virtual Machines.

How do I use setup SerialMagic with Readerware on Windows?
See the Setup Guide for SerialMagic and Readerware on Windows.

Does your barcode scanning solution work on the Apple iPhone?
No, our scanning system currently does not work on the iPhone.
At this point, the Apple iPhone does not allow any 3rd Party Applications.
Once we are able to develop and release software for the iPhone, it will be announced.
Please contact Apple and tell them you want them to allow 3rd party developers to make applications for the iPhone.

I purchased software, how do I download it?
You can download your software from your Serialio.com Store account.
Click here to go to the store, and login using your email address and password.
Click on “My Account.” Then select the order for your purchase.
At the bottom of the order details you should see a blue Download link.
(Always choose “Save to Disk” and not “Open” when downloading files).

Some versions of SerialMagic can also be downloaded from the SerialMagic Downloads page

Can I download SerialMagic directly to my Windows Mobile (Pocket-PC) Device?
If you are viewing this page from your Windows Mobile (Pocket-PC) Device,
you can Download SerialMagic and install it directly to your device.

I forgot my password, what can I do?
Click here to go to the store, and click on “log yourself in.”
Then click on “Password forgotten? Click here” and follow the procedure.

My download links have expired, what can I do?
Contact support@serialio.com and we will reset your Download links.

Where can I download drivers for my USB-to-serial adapter?
You can download drivers for the USB-to-serial adapter click here

When I plug in my USB-to-serial adapter, Vista Crashes!
If you plug in the USB-to-serial adapter on a Windows Vista machine, and the computer crashes (Blue Screen), then do the following:
1) Uninstall all drivers that were installed for the USB-to-serial cable
2) Reboot the Vista machine
3) Plug in the cable, and let Windows search for the driver from Microsoft Software Update
4) Vista should install the drivers automatically

When properly installed, the cable will show up as "Prolific USB Serial Port" under Control Panel > System > Hardware > Device Manager > Ports.

Where can I download drivers for the BlueSnap USB?
You can download drivers for the BlueSnap USB click here

Does the RS-232 cable for my mobile device require drivers?
No. The various RS-232 cables that we provide for mobile devices do not require drivers.
However, you will need software of some kind (SerialMagic, or custom, third-party, other) to communicate to your device via the cable.

I purchased a BlueSnap Bluetooth RS-232 Adapter, how do I configure it?
All of our BlueSnap Bluetooth hardware is shipped with these basic settings:
115200 / 8 / None / 1 / None, No Flow Control, and is set to Slave Mode.
If you wish to modify these or any other settings, please see the BlueSnap Configuration Document.

Why is “Unlicensed SerialMagic” being displayed?
You will receive “Unlicensed” messages if SerialMagic has not yet been registered.
Enter the license key that was generated by the Serialio.com Store.
If you purchased the software from a distributor, please contact them for a token.

How do I find or generate my license key?
If your license key has already been generated, this information is stored on the account used to purchase the software.
Click here to go to the store, Log into the account with your email address and password.
Click on “My Account” then click on “License Keys.”
Choose the appropriate platform to view the licenses associated with it.

If I purchase SerialMagic through my account, how do I provide license keys to another party (client/co-worker/customer) ?
See the SerialMagic Licensing for Resellers note on our website.

I received a “token” from my supplier, how do I exchange this token for a key?
Go to the SerialMagic License Tool and enter the token.
Input your name, and/or Hardware ID, and click “Generate Key!”
Enter the resulting key into the SerialMagic software to register.
(Write this key down for your records).

What happens if I lose/break my phone?
If, after licensing your software, you lose, break, upgrade, or drop your phone in the lake,
please contact support@serialio.com If a bundle was purchased, license transfers are free
for a year from the date of purchase.

What happens if my Windows computer crashes completely?
If your computer crashes, or you purchase a new machine, please contact support@serialio.com
First download your version of SerialMagic software, then use your license key on the new computer.
Your license key will be reset required.

What if I want to use your software on another phone or computer?
Our software is licensed on a per-device basis, meaning you need 1 license per computer or phone.
You can purchase additional stand-alone licenses from the Serialio.com store or your reseller.
Quantity license discounts are available.

What if I want to upgrade software to the newest version?
If you purchased a bundle with SerialMagic Pro within the last year, you are entitled a free upgrade.
After the 1-year warranty period has ended, upgrades for SerialMagic can be purchased for $39.95.
SerialMagic licenses are perpetual, and Support is included for the first year.

How do I create barcodes?
There are many options for creating barcodes. There are a number of barcode creation programs and barcode fonts.
We recommend our Free Online Barcode Generator.
If you are a customer, you can even save your barcodes to your Store account!
Click here to go to the store, Login to your Serialio.com account and click on “Create and Manage Barcodes.”

What is the Bluetooth Passkey for the LaserChamp scanner?
The default passkey for the LaserChamp scanner is 0000.
(Please note that the scanner passkey is different from the software license key)

How do I setup my tethered scanner for Roaming (Batch) mode?
First, if you have a LaserChamp II barcode scanner, download and print the following:
LaserChamp II Barcode Scanner Control Codes

If you have an original LaserChamp, download and print the following:
LaserChamp Barcode Scanner Control Codes

For Mac Users:
If you are running SerialMagic on Mac, select “LaserChamp Roaming Use” from Device Type.
Next, click on the “Change” button to edit the port settings.
Change the “Bit Rate” from 4800 to 9600, and select “Save Settings.”
Next, scan the scanner control code "Bit Rate: 9600" or "9600 BITS PER SECOND."
Next, Start SerialMagic, and then click “Test Scanner.” The scanner and software should be set.

For Windows Users:
If you are running SerialMagic Plus, scan the scanner control barcode “ACK-NAK ENABLE.”
Select the “LaserChamp handshake simple” checkbox on SerialMagic Plus.
Click Start, the scanner and software should be set.

If you are running SerialMagic Professional, select “LaserChamp or Flic Batch” from Device Type.
Then, scan these control codes: “ACK-NAK ENABLE” and “SEQUENCE NUMBERS ON.”
Click Start, the scanner and software should be set.

Do I need to use ISBN Conversion?
ISBN Conversion is a feature of SerialMagic Pro aimed at customers who scan book barcodes.
In default mode, the LaserChamp scanner and SerialMagic will read the book barcode as a 13 digit number.
If your application requires the 10 digit ISBN number, then you should activate ISBN Conversion (see below).

How do I setup my scanner for ISBN Conversion?
In order to setup your scanner and software for ISBN Conversion, see this page:
How Do I Scan ISBN's ?

What is the 5 digit barcode next to the book barcode, and what do I do about it?
On some books, there are two barcodes side-by-side. One barcode is 5 digits long, referred to as the product code, or "supplemental code."
Some applications, such as Readerware, can handle the extra code, other applications cannot.
Configure the LaserChamp to either "Combine Barcodes" or "Disable Supplemental Codes"
by scanning the appropriate control barcode found on the following sheets:

If you have a LaserChamp II barcode scanner:
LaserChamp II Barcode Scanner Control Codes

If you have an original LaserChamp barcode scanner:
LaserChamp Barcode Scanner Control Codes

I scanned one barcode, why does it keep displaying it over and over again?
Check to make sure that the correct “Device Type” is selected in SerialMagic.
If the problem persists, contact your supplier or Serialio.com Technical Support.

SerialMagic Bluetooth does not reconnect following suspend/resume cycle on Vista!
If you are experiencing problems with reconnecting to Bluetooth devices on after a suspend/resume cycle on Vista, please Read this.

What are shipping costs and lead times?
Shipping costs and lead times depend on the items you are ordering, your location, and if the items are in stock.
The best way to explore your shipping options is to create an account on the Serialio.com Online Store.
Once you have created an account, add the desired items to your cart, and proceed to checkout.
If any of the items are Backordered, it will notify you of this. Continue to the shipping screen.
Here you will see the various shipping options we offer, as well as the corresponding costs.
You are not required to enter payment information at this point.
You can then contact sales@serialio.com to verify the information.

My USPS International package hasn't arrived, what can I do?
If you have chosen the USPS International (Global Express Mail) shipping, and you have not received the package,
first track the package to see if USPS states it has been delivered or not. (Serialio will provide a USPS confirmation number upon shipment).
If the package has still not been received with 60 days of shipment, you must contact Serialio.com
If not notified of failure to deliver package ater 60 days, it is assumed that customer has received the package.
After 90 days from shipment, due to USPS International tracking limitations, we have no power to locate the package.
Please avoid this problem by keeping close contact with Serialio.com if you suspect your package has been misplaced/lost/stolen.

What is the warranty on your products?
Barcode scanners have a 1-year warranty, or 2-year warranty depending on model.
Bluetooth adaptors have a 1-year warranty.
Cables have a 30-day warranty.

What is your return policy?
Note: No returns will be accepted without an RMA number.
There are three categories of returns; here are the explanations of each:

Exchange: Send your items back to be exchanged for new items.
This is the case if your items are defective and within the warranty period,
-or- if you ordered the wrong item and would like to exchange it for the correct item.

Refund: Send your items back for a full refund (minus shipping).
This is the case if you are within 30 days or purchase, and the product is defective,
-or- if the item is not operating as promised. If the product is too cumbersome to setup or use,
the customer must allow Serialio Support to troubleshoot the issue before a return for refund can be made.
A full refund will only be provided when the items have been received with all original packaging, in saleable condition.
Note: No returns for refund will be made later than 30 days after the sale date.

Refund w/ restocking fee: This applies if the customer simply “changed their mind,”
or is returning a non-defective product. The standard restocking fee is 15%.

I ordered the wrong product, what do I do?
Contact sales@serialio.com to setup either an exchange or refund for the incorrect items.

Do you accept Net Terms?
If you would like to establish terms with us, please print and fill out our Credit Application.
Next, fax the application to 1-866-546-4523 for approval (this may take up to a week).
Our terms are Net 30.

Purchase Order requirements?
Once we have established terms, you can place orders online by selecting “Purchase Order” as your method of payment.
Next, please Fax or Email a signed copy of the Purchase Order with the following:
P.O. Number, Billing address, Shipping address, Purchasers Name or contact name, Customers Name (if different than purchasers name),
Phone Number, Email address, List product(s) for purchase (be specific), Part number(s){preferred}, Pricing, UPS Shipping Method,
or if using your own courier provide your account number, deadline for shipment, and if in the state of California, tax exempt information if applicable.

Do you accept Paypal?
Yes. We accept Paypal payments.
When you place your order, select Proforma Invoice, and Paypal as your payment method.
You can send your payment to paypal.sales@serialio.com, please reference your order number.

Do you do custom cable orders?
In most cases, we can manufacture your custom cable.
Contact us with your specification requirements and we will discuss manufacturing.
Normally the minimum quantity order for custom cables is 100 units.

I have a question for Sales.
Click here and fill out the form, or send an email to sales@serialio.com

I have a question for Technical Support.
Click here and fill out the form, or send an email to support@serialio.com