---
title: "BDR: Missing Scans in the Portal"
description: Scans from a specific venue or iPad are missing in the BDR Portal.
---

[Skip to content](https://knowledge.scantek.com/secret-squirrel/bdr-missing-scans-in-the-portal#main-content)

English

Show submenu for translations

[Customer portal](https://knowledge.scantek.com/kinatico-tickets?hsLang=en)

easyAML

- [Default HubSpot Blog](https://scantek-com-au-8195840.hs-sites.com/blog)

Open main navigation

Close main navigation

- [Default HubSpot Blog](https://scantek-com-au-8195840.hs-sites.com/blog)
- English
  
  Show submenu for translations
- [Customer portal](https://knowledge.scantek.com/kinatico-tickets)

 Hello. How can we help you?

- There are no suggestions because the search field is empty.

1. [SecretSquirrel](https://knowledge.scantek.com/secret-squirrel?hsLang=en)
2. [BDR / TAMS](https://knowledge.scantek.com/secret-squirrel/bdr-tams?hsLang=en)
3. [Troubleshooting Guides](https://knowledge.scantek.com/secret-squirrel/bdr-tams?hsLang=en#troubleshooting-guides)

# BDR: Missing Scans in the Portal

## Scans from a specific venue or iPad are missing in the BDR Portal.

 

The BDR Portal relies on the data provided in HubSpot.

#### Troubleshooting with the Licensee

1. **Does the iPad have a network connection?** 
     - **What are the network speeds?** Upon logging in, the BDR App will display this information at the bottom of the screen.
     - **Does the iPad often indicate it's 'Offline'?**
     👉 If the network speed is low or the venue has frequent network outages, it will affect the data sync.
2. **What is the serial number of the iPad?** 
     - Can be found in the App, at the bottom of the screen. [(Refer to Part 2](https://knowledge.scantek.com/secret-squirrel/bdr-ipad-setup?hsLang=en))
    👉 Ensure it is assigned to the right venue.
3. **What's venue name shows in the App?** 
     - Can be found on App Login screen (bottom) or in the top left corner after logging in.<https://knowledge.scantek.com/secret-squirrel/bdr-ipad-setup?hsLang=en>
4. **When was the last time they scanned?** 
     - If needed, perform a sample scan.
    👉 Check the Portal to see if it synced. If no, perform the below troubleshooting.

#### **Troubleshooting internally**

1. **Check the BDR Portal for scans from the venue or the specific iPad.** 
     1. When was the last scan from the venue?
     2. Does it line up with what the venue advised?
2. **HubSpot:** Check that the [SID is correctly linked](https://knowledge.scantek.com/secret-squirrel/bdr-portal-unable-to-locate-device?hsLang=en) in HubSpot.
3. **HubSpot:** Ensure the i**Pad is correctly associated** to the venue. 
     1. Locate the *Asset*
     2. Check if the associated *Company* is correct.
4. **HubSpot:** Check that the [Asset type is 'Tablet'](https://knowledge.scantek.com/secret-squirrel/adding-an-asset-into-hubspot?hsLang=en)
5. **JAMF:** Does the iPad have the correct Account ID? See *[JAMF Allocation](https://knowledge.scantek.com/secret-squirrel/bdr-new-licensee?hsLang=en)*<https://knowledge.scantek.com/secret-squirrel/bdr-new-licensee?hsLang=en>.

#### Escalation

If none of the above resolve the issue, raise it in the *#bdr-channel* (slack) and tag the *#BDRDevTeam*. Provide as much information as possible.

#### RELEVANT ARTICLES

- [BDR: Missing Scans | Scan Lifespan](https://knowledge.scantek.com/secret-squirrel/bdr-missing-scans-scan-lifespan?hsLang=en)
- [BDR Portal - Missing iPad in the Portal](https://knowledge.scantek.com/secret-squirrel/bdr-portal-unable-to-locate-device?hsLang=en)
- [BDR: Tickets Maintenance](https://knowledge.scantek.com/secret-squirrel/bdr-tickets-maintenance?hsLang=en)
- [How to add an asset into HubSpot](https://knowledge.scantek.com/secret-squirrel/adding-an-asset-into-hubspot?hsLang=en)
- [BDR: New Licensee](https://knowledge.scantek.com/secret-squirrel/bdr-new-licensee?hsLang=en)

- [BDR / TAMS](https://knowledge.scantek.com/secret-squirrel/bdr-tams?hsLang=en#main-content)

    - [Troubleshooting Guides](https://knowledge.scantek.com/secret-squirrel/bdr-tams?hsLang=en#troubleshooting-guides)
- [Venue Entry](https://knowledge.scantek.com/secret-squirrel/venue-entry?hsLang=en#main-content)

    - [Walkthrough](https://knowledge.scantek.com/secret-squirrel/venue-entry?hsLang=en#walkthrough)
- [Customer service guides](https://knowledge.scantek.com/secret-squirrel/customer-service-guides?hsLang=en#main-content)

    - [Device management](https://knowledge.scantek.com/secret-squirrel/customer-service-guides?hsLang=en#device-management)

- [Default HubSpot Blog](https://scantek-com-au-8195840.hs-sites.com/blog)

# easyAML

Scantek Help Center

Copyright © 2026, easyAML