C66 Device: Connectivity, Syncing, and Check-In Troubleshooting

About this article: A practical troubleshooting guide for the Chainway C66 scanner — covering no-internet issues, data sync problems, check-in and badge scan failures, and how to tell when something needs to be escalated. Start with the Quick Symptom Lookup to find your issue fast.

Before You Start: Understanding How the C66 Works

The C66 is a Chainway device provisioned and managed by PickTrace. It connects to the internet using a Teal SIM card (mobile data) or WiFi. You don't need a constant connection for the device to work in the field — it stores records locally and syncs them to the office automatically whenever connectivity is available.

What this means in practice:

If the C66 loses signal mid-shift, field work continues uninterrupted. Records queue locally and sync once the device gets internet again.
If data is not showing up in the office, the most likely cause is that the device hasn't synced yet — not that the data was lost.
A cloud icon with a number (e.g., ☁ 47) means that many records are queued and waiting to sync.

Quick Symptom Lookup

Find your symptom in the table below and jump to the relevant section.

What you're seeing	Most likely cause	Go to
"No internet" / no signal bars	Mobile data issue or SIM problem	Part 1
New employee badge won't scan	Device hasn't synced new employee data	Part 2
Missing jobs, rates, or pack styles	Device hasn't synced latest configuration	Part 2
Duplicate jobs showing on screen	Device needs reconfiguration	Part 2
Wrong piece rates appearing	Device needs reconfiguration	Part 2
Cloud icon with a slash (☁) and a large number	Large sync queue — needs WiFi	Part 3
Device stuck on old app version	Needs reconfiguration to update	Part 2
Scanner laser won't fire / won't scan barcodes	Keyboard emulator or scanner settings issue	Part 4
"No permission" error on a new device	Device registered to wrong org	Part 5
Device stopped syncing entirely	Device may be archived	Part 6
Red blinking light when charging / won't charge	Battery not seated properly	Part 7
Device boots to "No Command" or FFBM screen	Needs a force reboot	Part 7

Part 1: Device Won't Connect to the Internet

When the C66 shows no internet connection, work through the following steps in order. Each step takes about 1–2 minutes.

Step 1: Try the LTE reset (fastest fix — start here)

This forces the device to re-establish its mobile data connection and resolves the majority of signal drop issues.

Go to Settings → Network & Internet → Mobile Network → SIM Slot 2 (labeled "Teal").
Tap Preferred network type.
Change it to any other option (e.g., 3G) and wait 10 seconds.
Change it back to LTE.
Check whether signal bars appear.

Tip: If the device is in an area with poor coverage, move to a location with better signal before trying the LTE reset. The fix won't hold if there's no signal to connect to.

Step 2: Connect to WiFi or a phone hotspot

If the LTE reset doesn't restore the signal — or if you need to run further troubleshooting remotely via TeamViewer — get the device onto WiFi first. Use a nearby office network or someone's phone hotspot.

Go to Settings → Network & Internet → WiFi.
Select the available network and enter the password.
If a network name shows "Saved" but won't connect: tap it → Forget → re-enter the password and reconnect.
Once on Wi-Fi, open the PT app and confirm data has synced — the cloud icon should change from a slash (not synced) to a checkmark and display "Synced."

Good to know: WiFi (or a hotspot) is required to connect via TeamViewer for remote support. If support needs to assist remotely, the device must be on a network first. See How to Connect via TeamViewer below.

Step 3: Verify APN settings (Teal SIM cards)

If the device connects to WiFi fine but still shows no mobile data anywhere — including outdoors with clear sky — the APN (Access Point Name) settings may be missing or incorrect.

Navigate to: Settings → Network & Internet → Mobile Network → SIM Slot 2 (or "Teal") → Access Point Names

Look for at least one APN entry. If none appear, add the Teal APN manually:

Field	Value
Name	teal
APN	teal
MCC	204
MNC	08
APN Type	default,mms,supl,hipri,fota,ims,cbs,xcap
MVNO Type	None
MVNO Value	Not Set

Save the APN and retry the LTE reset from Step 1.

Heads-up: APN configuration typically requires a remote TeamViewer session to complete correctly. If you're not comfortable editing APN settings directly, contact support and an agent can access the device remotely to apply the configuration.

If the device uses an Advantix SIM card (some older devices): the APN values are different. Contact support — an agent will connect via TeamViewer to apply the correct Advantix APN settings.

If the SIM card was provided by the customer (AT&T, T-Mobile, etc.): PickTrace cannot configure third-party SIM APNs. Direct the customer to their mobile carrier for APN support.

Step 4: Reseat the SIM card

If the LTE reset and APN checks haven't resolved the issue, the SIM card may be unseated or faulty.

Power the device off completely.
Remove the back cover and battery.
Locate the SIM card (usually in Slot 2).
Remove the SIM card and reinsert it firmly into Slot 1 (switching slots can sometimes restore connectivity).
If Slot 1 doesn't work, try reinserting back into Slot 2.
Replace the battery and back cover.
Power on and disable airplane mode if it activates.
Check for signal.

Step 5: When to request a SIM replacement

If the SIM is confirmed seated correctly, APN settings are correct, and the device still shows no mobile data on any slot — the SIM itself may be faulty. Submit a hardware support request with the device serial number. PickTrace will send a replacement SIM.

Tip: Take a photo of the SIM card in its slot before contacting support — agents may ask for it to confirm the SIM is a Teal card and seated correctly.

How to Connect via TeamViewer

TeamViewer is the tool support agents use to connect to a C66 remotely. The device must have internet (WiFi or mobile data) for TeamViewer to generate a session ID.

On the C66, tap the ☰ (three horizontal bars) on the main screen.
Go to Settings → Help → TeamViewer.
Wait for the TeamViewer ID to appear (a 9–10 digit number).
- If you are opening this for the first time, a blue screen will appear with introductory messages. Swipe right to continue to the TeamViewer ID
If it shows "Maybe later" instead of an ID: tap it — an ID should appear within a few seconds.
Read the ID to the support agent.
When a connection request appears on the device screen, tap Allow (or Permitir in Spanish).
Tap Start Now to begin the remote session.

Part 2: Data Not Syncing — Employees, Jobs, or Rates Not Appearing

This is the most common C66 issue. When data configured in the office isn't showing up on the device — missing employees, wrong jobs, outdated piece rates, duplicate options — the fix in almost every case is a reconfiguration.

Reconfiguring forces the device to pull a fresh, complete copy of all data from the PickTrace server.

How to Reconfigure the App

From the main screen, tap the ☰ menu (top left).
Go to Settings → Version → Reconfigure.
Tap OK to confirm.
Wait for the sync to complete — this typically takes 2–5 minutes. Do not close the app.
When complete, the device will prompt you to scan the crew leader's badge (gafete) to unlock the app.
Scan the badge. The app will reload with updated data.

Tip: Having the device connected to WiFi or a phone hotspot during reconfiguration makes it significantly faster and more reliable. If the device only has a weak cellular signal, connect to a hotspot before starting.

Heads-up: If the reconfiguration gets stuck at the same progress point after 10+ minutes, close the app, reconnect to WiFi, and try again. If it fails a third time, contact support with the device serial number and a screenshot of where it's stuck.

What Device Reconfiguration Fixes

Reconfiguring resolves all of the following:

New employee badge won't scan ("invalid barcode")
Missing employees in the check-in list
Missing or wrong jobs, pack styles, or work bundles showing on screen
Duplicate job options appearing
Wrong piece rates displaying
Outdated crew schedule (e.g., wrong locations, outdated rates)
Hours discrepancy between device and office (attestation mismatch)
App firmware version is outdated

Good to know: After a reconfiguration, any timecards or production records that were queued on the device will sync to the office. You may see some errors appear in the office (duplicate checkouts, overlapping timecards) as a result of the sync catching up — these can be corrected normally on the Timecards page. See Understanding and Correcting Timecard Errors and Warnings for guidance.

What if Device Reconfigure Doesn't Solve It?

If the data issue persists after a successful reconfiguration, the problem may be in the office setup rather than the device:

Employee not found after reconfigure: Confirm the employee record is saved and set to Active in Office → Workforce → Employees. Archived employees do not sync to devices.
Job or pack style still missing: Confirm the job is included in an active Work Bundle and that the Work Bundle is assigned to the crew in the Crew Scheduler.
Wrong rates after reconfigure: Verify the rate schedule in the Crew Scheduler is set to the correct date and location.

Part 3: Large Pending Sync Queue

If the device shows a cloud icon with a slash (☁) with a large number (50+), it has a backlog of records waiting to upload to the office. This is normal after a period without connectivity — but if the number isn't decreasing, take the following steps.

Connect the device to WiFi or a hotspot — cellular data is often too slow to clear a large queue in a reasonable time.
Keep the app open and the screen on. The sync runs in the foreground; closing the app or letting the screen sleep will pause it.
Watch the number decrease. For queues of 500–1,000 records, this may take 5–15 minutes on a good WiFi connection.
Once the queue clears, verify that the records appear in the office on the Timecards and Production Records pages.

Heads-up: Do not reconfigure the device while it has a large unsynced queue. Reconfiguring first syncs the existing data (which may take a long time), then re-downloads all org data. Wait for the queue to clear before reconfiguring.

When to escalate: If the cloud icon stays at the same number for more than 10 minutes despite a strong WiFi connection — submit a BSR (Backend Service Request) with the device serial number and a screenshot. Engineering can investigate whether a sync failure is occurring server-side.

Part 4: Check-In and Scanner Issues

Scanner laser won't fire / device won't scan

If pressing the scan trigger produces no laser beam and no indicator light:

Get on WiFi and connect via TeamViewer (see How to Connect via TeamViewer).
The support agent will access the Keyboard Emulator app (Settings → Help → the icon below TeamViewer) and reset the scanner trigger connection.
After the reset, test by scanning a physical barcode or pallet label.

Good to know: The Keyboard Emulator is a separate add-on app that controls the physical scan trigger on the C66. When it loses its connection to the trigger, the laser won't fire — but the rest of the app continues working normally.

Scanner not reading badges or barcodes correctly

If the laser fires but can't read badges or barcodes:

Check the Decode Aiming Pattern setting: exit the PT app → navigate to 2D Settings → Base Settings → Decode Aiming Pattern → Enable.
- A quick indicator: look at the scan laser pattern. If the center dot/circle is missing from the beam, the Decode Aiming Pattern is disabled.
If using continuous scan mode, confirm the settings match: Release Key Off Scan = Off, Continuous Scan Timeout = 86400.
Try scanning a badge on a different C66 to confirm whether the issue is the badge or the device.

Device unlocks but check-in fails / no crews visible

If the device unlocks after scanning the crew leader badge but no crew or work assignments appear:

This typically means the crew schedule hasn't synced. Reconfigure (see Part 2).
If the crew schedule is correct in the office but still not showing: connect to WiFi and reconfigure again.
If it persists after two reconfigurations on WiFi: submit a BSR.

Part 5: Device Registered to the Wrong Organization

New devices arrive pre-registered to the PickTrace training/IM org. If a device shows a "No permission" error or displays the wrong organization name, it needs to be reassigned.

In the Office web app, go to Admin Center → Devices.
Find the device by serial number.
Reassign the device to the correct organization and scan the QR code displayed on screen with the C66.
Wait for the sync to complete (2–5 minutes). The device will pull the correct org's data.

Good to know: The organization name always appears in the bottom-left corner of the PT app's main screen. If it shows "IM Org" or "Training Org" instead of the your organizations name, the device is registered to the wrong place.

Tip: If the org name isn't displaying at all (bottom-left shows blank): tap the app icon in the bottom-right corner to force the app to reboot and re-establish the org connection.

Part 6: Device Has Been Archived

If a device stops syncing entirely — even on strong WiFi — and the device ID doesn't appear on the active Devices page, it may have been accidentally archived.

In the Office web app, go to Admin Center → Devices.
Click the gear icon (⚙) → set Record Status to Archived or Both.
Locate the device.
Right-click → Unarchive.
The device will resume syncing automatically.

Heads-up: Kiosk tablets frequently appear in this state because they don't display model, version, or battery information on the Devices page — making them easy to mistake for empty/unused device slots and accidentally archive. If a kiosk stops syncing, check the archived devices list first.

Good to know: Unarchiving a device that has been offline for a while may produce a burst of synced records, which can create timecard errors (duplicate checkouts, overlapping timecards). These are expected and fixable — see Understanding and Correcting Timecard Errors and Warnings.

Part 7: Other Hardware Issues

Symptom	Fix
Red blinking light when charging but won't charge	Battery not seated properly. Remove and firmly reseat the battery.
Device boots to "No Command" or FFBM screen	Press and hold the power button until the device reboots.
WiFi shows "Saved" but won't connect	Tap the network → Forget → re-enter the password and reconnect.
PT app not set as the home screen app	Settings → Apps & Notifications → PickTrace → Advanced → Home App → Yes
PT app not showing the org name (bottom-left corner)	Tap the app icon in the bottom-right corner of the PT app to force a reboot.
Device needs a full factory reset and fresh setup	Reference: Chainway C66 Device Provisioning Process + setup video

When to Escalate to Support

Most C66 issues are resolved by reconfiguration, an LTE reset, or connecting to WiFi. Escalate when:

Symptom	Action
Sync queue stuck at same number for 10+ minutes on strong WiFi	Reach out to PickTrace Support
Reconfigure fails 3 or more times	Reach out to PickTrace Support
SIM card confirmed seated, APN correct, still no mobile data	Reach out to PickTrace Support
APN configuration needed but remote access isn't possible	Reach out to PickTrace Support
Device stuck on FFBM screen and won't reboot via power button	Reach out to PickTrace Support
iOS PT Mobile device stuck syncing (extremely large crew schedule)	Reach out to PickTrace Support

To reach support:

📧 support@picktrace.com
📞 415-295-1899

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