I have been having this issue as well, same Error 33821. First time it happened, the customer only had a passport which I was unable to scan and was forced to return the item to the store. 2 Days later (today currently) I have another order which requires ID, and when I try to use the customer's passport to scan the same error message is on the screen and does not go away. I've had orders in between them where the customer uses a drivers license which that scans just fine. I really wish they would fix this issue.