FAQs
- 1. What is the difference between a Gateway and a Gateway Plus?
- 2. How do I connect an end device to the Gateway Plus?
- 3. What can I do if my Gateway Plus is not responding?
- 4. What is the return process of defective devices?
- 5. Can I update the firmware of connected scanners via my Gateway Plus?
- 6. Can I use my Gateway Plus device with MARK Display?
- 7. Can I connect the Gateway Plus to my system directly using Wi-Fi or Ethernet?
- 8. Where can I change the settings for my Gateway Plus (e.g. keyboard language, data manipulation)?
- 9. Is a connection to my end device possible via RS232?
- 10. How do ProGlove scanners and Gateway Plus communicate with each other?
- 11. Where can I find additional information about Gateway Plus devices?
- 12. What is the maximum transmission range between a MARK and a Gateway Plus device?
- 13. Is it possible to pair multiple scanners to a single Gateway Plus device?
- 14. What is the ProGlove Streams API?
- 15. Do Gateway Plus devices interfere with each other?
- 16. Can I send the information from one Gateway Plus to several terminals?
- 17. For which use cases was the Gateway Plus made?
- 18. When integrating MARK Display with the Gateway Plus, the system always has to send the Streams API commands to a defined COM port. How can I avoid Gateway Plus getting a new COM port every time I reboot Windows?
- 19. My Gateway Plus lost its connection to the INSIGHT webportal (i.e. LED light is off, Gateway Plus status showing as “Not registered”), even though it had been successfully connected before. How can I reconnect it?
- 20. Where can I find the MAC Address and/or the IP Address of my Gateway Plus?
- 21. Can I disable a specific QR symbology to avoid reading particular codes, and how?
- 22. How often do you release a new INSIGHT Mobile version or Gateway Application Firmware?
- 23. How can I enable USB POS Mode for my Gateway Plus?
- 24. Can ProGlove scanners be connected via Wi-Fi?
- 25. I'm trying to provision my Gateway Plus but I keep getting errors. What am I doing wrong?
1. | What is the difference between a Gateway and a Gateway Plus? |
The new Gateway Plus includes all the features of the Gateway and adds even more capabilities. Now with 4 LED lights to indicate the state of Power, Data, Scanner, and Cloud connectivity, the Gateway Plus also has extra connectivity options for use cases requiring Ethernet and RS232 cables. Additionally, Gateway Plus supports Bluetooth 5.2, and dual-band Wi-Fi (both 2.4 and 5 GHz). | |
2. | How do I connect an end device to the Gateway Plus? |
An end device can be connected via USB HID, USB CDC, and ProGlove StreamsAPI via USB. Additional integration options are also WebSockets, MQTT, TCP/IP and RS232. See here for more details about Gateway Plus integrations or visit this page for technical specifications and hardware information. | |
3. | What can I do if my Gateway Plus is not responding? |
You can reset the Gateway Plus by following the steps described here or contact our Support team via email or the support form in INSIGHT. | |
4. | What is the return process of defective devices? |
If you have a defective device, we recommend trying to reset the scanner and/or Gateway Plus. 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 our Support team via email or the support form in INSIGHT. 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 my Gateway Plus? |
Yes, you can. To learn how, see update scanner firmware using Gateway Plus. | |
6. | Can I use my Gateway Plus device with MARK Display? |
Yes, you can integrate the Gateway Plus with MARK Display using the Streams API. | |
7. | Can I connect the Gateway Plus to my system directly using Wi-Fi or Ethernet? |
Yes, you can. Just follow the instructions provided in this page. | |
8. | Where can I change the settings for my Gateway Plus (e.g. keyboard language, data manipulation)? |
You can customize the settings using device configurations within INSIGHT webportal. See here for detailed instructions on setting up device configurations and using the configuration tool. | |
9. | Is a connection to my end device possible via RS232? |
Yes, it is. Just follow the instructions provided in this page. | |
10. | How do ProGlove scanners and Gateway Plus communicate with each other? |
They communicate via Bluetooth Low Energy (BLE). | |
11. | Where can I find additional information about Gateway Plus devices? |
You can find the full Gateway Plus documentation here. | |
12. | What is the maximum transmission range between a MARK and a Gateway Plus device? |
The maximum transmission range between a MARK and a Gateway Plus device is 30 meters (100 feet). 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 Plus device? |
Yes, it is. Once everything is set up correctly, you can pair up to 10 scanners with a Gateway Plus device. Additionally, you can limit the number of scanners that can be paired using device configurations. | |
14. | What is the ProGlove Streams API? |
It is a bi-directional text-based communication protocol for the deeper integration of the Gateway Plus 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 Gateway Plus devices interfere with each other? |
No, Gateway Plus devices do not interfere with each other. | |
16. | Can I send the information from one Gateway Plus to several terminals? |
No, this is not possible. It is shown as feasible to have 1 Gateway Plus per terminal and up to 10 ProGlove scanners per Gateway Plus. | |
17. | For which use cases was the Gateway Plus made? |
Independent from the operating system, the Gateway Plus was primarily designed to upgrade stationary use cases. | |
18. | When integrating MARK Display with the Gateway Plus, the system always has to send the Streams API commands to a defined COM port. How can I avoid Gateway Plus getting a new COM port every time I reboot Windows? |
You can define a fixed COM port by following these steps:
| |
19. | My Gateway Plus lost its connection to the INSIGHT webportal (i.e. LED light is off, Gateway Plus status showing as “Not registered”), even though it had been successfully connected before. How can I reconnect it? |
Re-provision the device. Depending on how the Gateway Plus was originally provisioned and connected to your organizational structure (My Organization), you can download and reuse an existing file from the Configurations → Device Configuration section in INSIGHT, 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. | Where can I find the MAC Address and/or the IP Address of my Gateway Plus? |
Enable your Gateway Plus as Mass Storage device. The information can also be found in the status folder of your Gateway Plus device (\Status\software\network_status.json). | |
21. | 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. | |
22. | How often do you release a new INSIGHT Mobile version or Gateway Application 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. | |
23. | How can I enable USB POS Mode for my Gateway Plus? |
Your Gateway Plus needs to use at least Gateway Application Firmware 2.13.0. Create a device configuration in INSIGHT, go to the Integration tab and enable the POS toggle. Save and apply your configuration to your devices. | |
24. | 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 Plus as a WebSocket or MQTT client to communicate over Wi-Fi with a WebSocket server or MQTT broker respectively. | |
25. | I'm trying to provision my Gateway Plus 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 Plus 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,Gateway Plus, 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.