Try to click on the rotary encoder, it should work the same as the enter key. If that works then your enter key are probably worn out. But if the rotary have the same problem then it could be a cold solder joint issue or the scanner are stuck doing other things. The keypad are scanned in a background process and when it detects a button being pushed it sets a flag and waits for the main program to pick up that information. If the main program have problems, maybe struggling to handle a lot of data or have issues reading the SD card, then the whole scanner gets unresponsive.
/Ubbe