We have been online with them already three times. Still can't seem to get the issue fixed. They say that we may just need to buy another dongle but to me that doesn't sound like a solution. Not very sure what to do at this point.
who is your reseller?
Also, swapping to another dongle is not a big issue - do you have extra dongles? why do you have to buy one? I assume if you have more than 1 scanner you have more than 1 dongle. Just pick that as the target dongle and transfer it over.
Although i agree with you that the dongle makes no sense in terms of lag. But also, when's the last time you had a cabling guy come (not CABLE guy - i mean a network cable guy) come and test your environment? Maybe your switchboard is faulty? maybe not all your wires are gigabit?
Do you have a visix diagram of your office / network management / ports/cables?
(I'll give you a crazy example - i had one section of CAD stations with a ridiculous amount of lag and we couldn't figure out why. It was about 2 months after we spent 250k on our new ASA / Phone System / Nimble Back Up. Turns out, the high voltage of our DMG 10 was causing interference for a portion of the network - and we rerouted those cables. Sounds wonky, but it took us a while to figure out.)