This issue may be caused by certain settings on your scanner. Some scanners have the ability to add a '~'  or other characters at the beginning or end of the barcodes that are scanned. These characters are included in the barcode when Altru tries to search causing no results to be found. You can confirm this by following the steps below:


Open Notepad on your computer and scan the barcode
  1. Click the start menu icon in the lower left hand corner of the screen
  2. Type in notepad and and select the notepad application
  3. Click your mouse cursor on the blank notepad sheet and scan your merchandise label
  4. Check to see if there are any extra characters on the screen other than the merchandise SKU
If there are other characters on the screen other than the numbers that should be scanned you may need to adjust your scanner's setting to not include those extra characters. Since each scanner is different you may need to check the user guide of the scanner to resolve this issue or reach out to the manufacturer of the scanner.