FAQs
- 1. What is the difference between Gateway and Access Point?
- 2. How do I connect an end device to the Gateway?
- 3. What can I do if the Gateway is not responding?
- 4. How does the return process of defective devices look like?
- 5. Can I update the firmware of connected scanners via the Gateway?
- 6. Can I use Gateway with MARK Display?
- 7. Can I connect the Gateway to my system directly using Wi-Fi or Ethernet ?
- 8. Where can I change Gateway settings (e.g. keyboard language, data manipulation)?
- 9. Is connection via RS-232 possible to my end device?
- 10. How do ProGlove scanners and Gateway communicate with each other?
- 11. Where can I find additional information on Gateway devices?
- 12. What is the maximum transmission range from MARK to Gateway?
- 13. Is it possible to pair multiple scanners to a single Gateway?
- 14. What is the ProGlove Streams API?
- 15. Do Gateways interfere with each other?
- 16. Can I send the information from one Gateway to several terminals?
- 17. For which use cases is the Gateway made?
- 18. When integrating MARK Display via Gateway, the system always has to send the Streams API commands to a defined COM port. How can I avoid Gateway getting a new COM port every time I reboot Windows?
- 19. My Gateway lost its connection to the Insight Webportal (i.e., LED light is off, Gateway status showing as “Not registered”), even though it had been successfully connected before. How can I reconnect it?
- 20. Will there be any interference in the wireless environment and connections if several workstations with active Gateway devices are close to each other (clustered in the same area)?
- 21. Where can I find the MAC Address and/or the IP Address of my Gateway?
- 22. Can I disable a specific QR symbology to avoid reading particular codes, and how?
- 23. How often do you release a new INSIGHT Mobile version or Gateway firmware?
- 24. How can I enable USB POS Mode for my Gateway?
- 25. Can ProGlove scanners be connected via Wi-Fi?
- 26. I'm trying to provision my Gateway but I keep getting errors. What am I doing wrong?
1. | What is the difference between Gateway and Access Point? |
There are a couple of differences between the two devices. The data transmission between ProGlove scanners and Gateway is based on Bluetooth Low Energy and not on Sub 1 GHz. BLE allows a broader, bilateral exchange of data. This opens up the options for a wide variety of new features such as Multipairing, Advanced Worker Feedback, MARK Display integration, and connectivity to INSIGHT webportal. | |
2. | How do I connect an end device to the Gateway? |
Your end device can be connected via USB HID, USB CDC and the ProGlove's Streams API via USB. | |
3. | What can I do if the Gateway is not responding? |
You can reset the Gateway by following the steps described here or contact our Support team at support@proglove.com. | |
4. | How does the return process of defective devices look like? |
If you have a defective device, we recommend trying to reset the scanner and/or Gateway. See also our Troubleshooting Handout and check out the Scanners section FAQs for tips and answers to questions like What can I do if MARK 2 is not responding?. If this does not resolve your issue, send us the serial number of the defective device and a detailed description of the issue to support@proglove.com. Our Support team will get back to you and provide an RMA as well as instructions how to send back defective devices. | |
5. | Can I update the firmware of connected scanners via the Gateway? |
Yes, you can. To learn how, see Update scanner firmware using Gateway. | |
6. | Can I use Gateway with MARK Display? |
Yes, you can integrate Gateway with MARK Display using the Streams API. | |
7. | Can I connect the Gateway to my system directly using Wi-Fi or Ethernet ? |
The Gateway works best when used via USB. If this is your preferred way of integration, please contact support@proglove.com. | |
8. | Where can I change Gateway settings (e.g. keyboard language, data manipulation)? |
You can customize settings in the configuration file within INSIGHT webportal. | |
9. | Is connection via RS-232 possible to my end device? |
If this is your preferred way of integration, please contact support@proglove.com. | |
10. | How do ProGlove scanners and Gateway communicate with each other? |
They communicate via Bluetooth Low Energy (BLE). | |
11. | Where can I find additional information on Gateway devices? |
You can find the full Gateway documentation here. | |
12. | What is the maximum transmission range from MARK to Gateway? |
The maximum transmission range from MARK to Gateway is 30-40 m (100-130 ft). This number may decrease in industrial environments (e.g. due to walls, metal shelving, machines etc.) | |
13. | Is it possible to pair multiple scanners to a single Gateway? |
Yes, it is. Once everything is set up correctly, it is possible to pair up to five scanners. Also, you can limit the number of scanners that can be paired with the Gateway. | |
14. | What is the ProGlove Streams API? |
It is a bi-directional text-based communication protocol for the deeper integration of the Gateway into the customer system. It is used to enable features like Multi-pairing, Worker Feedback, MARK Display integration, Scan Engine blocking, and Button Features. | |
15. | Do Gateways interfere with each other? |
No, Gateways do not interfere with each other. | |
16. | Can I send the information from one Gateway to several terminals? |
No, this is not possible. It is just feasible to have one Gateway per terminal but up to five MARKs per Gateway. | |
17. | For which use cases is the Gateway made? |
Independent from the operating system, the Gateway was primarily designed to upgrade stationary use cases in the logistic and automotive sector. | |
18. | When integrating MARK Display via Gateway, the system always has to send the Streams API commands to a defined COM port. How can I avoid Gateway getting a new COM port every time I reboot Windows? |
You can define a fixed COM port by following these steps:
| |
19. | My Gateway lost its connection to the Insight Webportal (i.e., LED light is off, Gateway status showing as “Not registered”), even though it had been successfully connected before. How can I reconnect it? |
Re-stage the device. Depending on how the Gateway was originally staged within your organizational structure (Process Layout), you can download and reuse an existing file from the Configurations section in the Insight Webportal, or you can create a completely new one. See here for step-by-step instructions. Additionally, you can go through the Troubleshooting handout or contact us for help. | |
20. | Will there be any interference in the wireless environment and connections if several workstations with active Gateway devices are close to each other (clustered in the same area)? |
No. The Gateway doesn't broadcast the network signal or any network details, but acts exclusively as a client and simply scans for the configured networks to establish a connection. If no network is configured, the Wi-Fi connection will be shut down and the Gateway will continue working only with an active Bluetooth connection. | |
21. | Where can I find the MAC Address and/or the IP Address of my Gateway? |
Enable your Gateway as Mass Storage device. The information can be found in \Status\software\network_status.json file. | |
22. | Can I disable a specific QR symbology to avoid reading particular codes, and how? |
You can disable one or more QR symbologies in the Symbology settings within the Config tool. | |
23. | How often do you release a new INSIGHT Mobile version or Gateway firmware? |
We try to release at least one version per quarter. Check the Downloads menu for the latest firmware versions and What's New sections for each of our products to get the latest release notes. | |
24. | How can I enable USB POS Mode for my Gateway? |
Your Gateway needs to use at least Gateway firmware 2.4.0. Create a device configuration in INSIGHT for Gateway, go to Integration and enable the POS toggle. Save and apply your configuration to your devices. | |
25. | Can ProGlove scanners be connected via Wi-Fi? |
ProGlove scanners use BLE (Bluetooth Low Energy) to connect to a host device, but you can configure our Gateway as a Websocket or MQTT client to communicate with a Websocket server or MQTT broker respectively over Wi-Fi. | |
26. | I'm trying to provision my Gateway but I keep getting errors. What am I doing wrong? |
Check and sync the NTP (Network Time Protocol) between the networks/systems you are trying to connect, then try to provision your Gateway again. If you are still seeing errors, contact our Support team using the Support form or email, or reach out directly to your ProGlove representative. |
Need more help?
If you need additional information or help troubleshooting on a specific topic, please review the suggestions listed below for more details.
Check the section of a specific product within our documentation (i.e. Scanners, Gateway, INSIGHT Mobile (Android), INSIGHT Mobile (iOS), INSIGHT webportal, etc.) and review the FAQ page.
Try searching for a specific keyword and/or phrase to find more information or details on a specific feature or process.
Check for an FAQ paragraph within the pages/content related to a specific feature.
Review our video tutorials and try out the troubleshooting tips (found within scanner FAQ pages).
Perform a hard and/or factory reset of your devices (check question "What can I do if my MARK/LEO is not responding?" within scanner FAQs).
Try to capture (screenshot, video, device log files, etc.) the issue/behavior you are seeing.
In case you still need assistance, we welcome you to reach out to our Support team via the contact form in INSIGHT webportal or using the contact information provided below.
Phone:
EU: +49 89 26 35 00
US: +1 888 950 5304
Email:
INSIGHT webportal:
To fully understand the situation and offer the best possible solution as quickly as possible, our Support team will need serial number(s) of the device(s) you are using. In case a Gateway device is also included, follow the instructions listed here to retrieve the log files from your Gateway device and send it to our Support team along with the serial number(s) and a description of the issue.