Quick Troubleshooting for Denso 1500 Devices

Quick Troubleshooting for

Denso 1500 Devices

Issues copying or transferring the count file
Issues importing the count file into your stocktake
Issue using the Denso device to record counts

About

Using a Denso 1500 PDE (Portable Data Entry) device to perform stocktake counts can improve efficiency but may introduce new challenges. This guide provides quick steps and tips to help troubleshoot issues that may occur when using a Denso device for stocktaking. For instructions on stocktaking with a Denso scanner, see How to Count Stocktakes with a Denso 1500.

If the steps in this guide don’t resolve your issue, or if the issue occurs frequently, contact the H&L Support team for further assistance. You can log a support ticket via:

Phone: 1800 778 340
Email: support@hlpos.com
Chat: Live Chat
Client Portal: Click the Submit a Ticket button above.

Issues copying or transferring the count file

The following issues may occur when transferring the count file from your Denso device to the H&L server or workstation.

Problem	Solution or workaround
File fails to paste or transfer (no error appears)	Disconnect the Denso device from the USB cradle, press F1 to return to the menu screen, then reconnect the device. Try copying and pasting the file again.
Handy Terminal is not visible or available	Make sure the Denso device is powered on and showing the main menu screen (press F1 if needed). Disconnect the device from the USB cradle, then reconnect it. Check the USB cable connection to the H&L server or workstation. Try a different USB port if the device is still not detected. If the connection is successful, the Denso screen will display: - MTP - Termination key: [BS/C] or [C]
Error: Access is denied [Reference visual]	Try pasting the file into a different folder. Some locations, such as the root of the C: drive or the desktop, may have restricted write permissions. Hint: H&L recommends creating a dedicated folder at C:\PDE Downloads\ to store count files.

Issues importing the count file into your stocktake

The following issues may occur when importing the count file into Stock.

Problem	Solution or workaround
Error: I/O error 103	This error occurs when attempting to import the pack*.dat file directly from the Handy Terminal. Copy the file to a local directory (e.g. C:\PDE Downloads\) before importing it into Stock.
Warning: X Errors were detected during the file read [Reference visual]	This warning typically means the count file includes unknown barcodes. These unmatched items need to be manually added to the stocktake, and their barcodes linked to inventory to prevent future errors. For step-by-step instructions, see Identify and fixing unknown barcodes.
No counts added to stocktake after importing	Check that the correct file was transferred from the Denso 1500 device. The file size should be larger than 0 KB. Files with 0 KB contain no data. Retry the import and ensure the PDE Type is set to BHT.
Too many counted items are added to the stocktake	Check that the correct count file was imported only once. If the wrong file (or the correct file more than once) was imported, discard the current stocktake, create and prepare a new one, and import only the correct file. If that’s not the issue, the likely cause is that previous counts weren’t deleted from the Denso device before new ones were added. To resolve this, delete the old data, create and prepare a new stocktake, and recount the items.

Issue using the Denso device to record counts

The following issues may prevent you from starting or continuing to record counts on your Denso 1500 device.

Problem	Solution or workaround
Device will not turn on or fails to charge	Open the battery cover on the back of the device and check that AAA batteries are present and correctly oriented. Remove the batteries and check the battery selector switch: Up = Alkaline (single-use) Down = NiMH (rechargeable) [Reference visual] If using single-use batteries, replace them. If using rechargeable batteries, connect the device to a H&L server or workstation via the USB cable. Full charging takes approximately 5 hours.
Error: No exe program selected	Turn off the Denso device using the ⏻ power button. Hold SF (shift) + 1 while powering it back on. On the System Menu [Reference visual], use the ▲ ▼ arrow and ENT (Enter) buttons to go to 4. Set System > 1. Execute Program. Set EASYPACK.PD3. Hold the BS/C key to go back to the System Menu. Select 1. Execute Program, then choose EASYPACK.PD3 and press ENT.
ERR=0032 [Reference visual]	Turn off the Denso device using the ⏻ power button. Hold SF + 1 while powering it back on. Select 1. Execute Program, then choose EASYPACK.PD3. Note: This resets the device and clears the error. In-progress counts should be retained.
ERR=0005	Contact our H&L Support Team for assistance. This error indicates the device firmware requires an update.
Unable to scan a barcode	Ensure the current prompt is A:. Scanning is not possible at the B: prompt, as this is where the quantity is entered.

Points to note

Once a stocktake has been processed, no changes or corrections can be made. Any identified issues must be corrected through a separate stocktake or discrepancy adjustment.
For help with investigating stocktake variances, see:
(placeholder link Quick Troubleshooting for Stocktake Variances)

Reference visuals

Denso Keypad
1. SCAN – activates the rear barcode scanner
2. BS/C – (backspace / clear) backspaces last entered character
3. Cursor arrows – used to navigate some menus or see previously entered records.
4. ENT – (enter) used to finalise entered data
5. Numerical keys – used for menu selection and entering item counts
6. SF - (shift) used in combination with other keys for special input (e.g. SF + 0 to add a - (minus) count)
7. F1 – return to the main menu
8. Power – turn the device on or off

Battery selector switch (close-up)
- Up = Alkaline (single-use)
- Down = NiMH (rechargeable)
System Menu
Error and warning examples:
- ERR=0032
- Error: Access is denied
- Warning: X Errors were detected during the file read