Hi Buddy,
We’re seeing similar behavior when scanning Apple devices in Agent Mobile. Many Apple serial numbers include leading characters, and the scanner sometimes parses or trims them, which causes the lookup to fail and the device isn’t recognized.
Things to check:
Confirm the scanner isn’t stripping leading characters or applying formatting before the lookup.
Verify how the serial number is stored in the asset/CI record exact match vs normalized/uppercase.
Review any client script, regex, or validation logic tied to the scan action that might be altering the value.
Test manual entry vs scan to confirm it’s a parsing issue and not a data issue.
In most cases this comes down to how the barcode value is interpreted before it hits the serial number field. Aligning the scan output format with how serials are stored no trimming, no transformation usually resolves it.
@Cathy G - If help you answer; Please mark Solution Accepted and Thumbs Up
MJG
