Please be advised that we are aware that our Online Booking service may be experiencing issues. This is under investigation and will be resolved shortly

Happy Holidays! Please be advised that our offices will be closed December 24th, 25th, 31st, and January 1st to allow out employees to spend time with their families this holiday season.
Thank you for your understanding.

>System Maintenance is scheduled Sunday night, April 22nd, between 10:00 PM and 5:00 AM EST Monday, April 23rd. While these database upgrades and maintenance is necessary, it will mean that our online services will not be available during this maintenance window. These services include: online booking, messaging, remote access, memberships or any account management. We apologize for any inconvenience this work may cause and thank you for your service and patience.

We recently experienced a service outage related to some Amazon Web Services, which affected key functionality of our Remote Access Service. This interruption happened on Thursday, June 22nd, between the hours of 9:00pm and 2:00am EST. The Remote Access Service is now fully restored. If you continue to experience issues with your Remote Access Service, please follow the directions on this Support Article to restart the Remote Access Service and try reconnecting again. You can also restart your computer to restart your service. If you are still experiencing issues afterwards please contact our support team at 1 (800) 604-2040.

All of our services have been restored after a brief interruption that impacted our Cloud online services. This interruption occurred between 9:45 a.m. and 10:55 a.m. EST on September 18th. We apologize for the inconvenience and thank you for your patience!

CipherLab Wireless Data Collector Troubleshooting

In some cases, the default configuration of a CipherLab Data Collector will not scan barcodes properly. A symptom of the firmware not being properly configured will be zeroes at the beginning of your Product IDs when scanned. To correct this issue:
  1. Download this file from our website.
  2. When the download has completed, extract the contents of the zip file to a location of your choosing.
  3. Open the extracted files location and install the file named forge_batch_install_10000018 on your computer.
  4. Right-click on the file named EAN13CONV-OFF.AGX and choose Copy.
  5. Navigate to your computer's C:\ drive.
  6. Right-click in any blank space in the window and choose Paste.
  7. Navigate to Control Panel > System >  Device Manager.
  8. Open the menu for Ports (COM & LPT).
  9. Right-click and choose Properties for your scanner. It will likely be named something like Silicon Labs CP210x USB to UART Bridge.
  10. Select the Port Settings tab.
  11. Set the Bits per second setting to 9600. Leave the other settings as they currently are.
  12. Click the Advanced button. Note the COM Port Number and hit OK.
  13. Press OK again.
  14. Navigate to Windows Start > All Programs  > CipherLab >  Forge > Batch >  AG_Load.
  15. Set the following settings:
    • File Type: AGX files
    • File Name: C:\EAN13CONV-OFF.AGX
    • Download via: Cradle-IR
    • COM Port: Same number noted from Step 12
    • Baud Rate: 115200 bps
  16. On your scanner, go to Utilities >  Load Program and place the scanner back in its cradle.
  17. Hit OK in the Download AG application on your computer.
Your device's firmware has been successfully updated and your products will scan as intended!

One thing you may find bothersome after this update is the beep each time you press any button on the scanner. To mute these beeps, just go to Utitlities > Settings Buzzer > Key Click. Select Mute here and press ESC back to the main menu. 

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