Due to the nature of technical support and troubleshooting on various handheld scanner devices, we do recommend remote control support programs, such as the following:
We recommend the "Pocket Controller" SOTI product as it has the basic functions needed and is typical solutions that do much more, but not typically needed for basic remote control and troubleshooting. Contact SOTI to get the best match for your environment.y under $50. There are other SOTI enterprise
Recommended by some customers for limited screen sharing capabilities with little to no cost
The following are general troubleshooting steps related to the Handheld WMS device operations:
- Launch a browser on a handheld device and attempt to access the Internet to check connectivity between the handheld and the wireless network. For example, open the browser and enter the URL: http://sfshh.com (this is the shorthand URL for the Cadacus manual device downloads). If the connection is good, Internet access is successful.
Note: for Windows-based devices, if the HTML script or certificate errors occur, be sure Internet Explorer is set as the default browser on it, as we have found some are not setup accordingly (a requirement).
- For Windows-based devices, if there is no connection, dock the handheld and check Internet connectivity. When a handheld device is docked, the device is using the Internet connection belonging to the docked computer, so if the handheld successfully connects to the Internet while docked, then the connectivity issue can be isolated between the handheld and the access point.
- Try stopping and re-starting the CadacusWCF service, then attempt a Cadacus transaction on the handheld device.
- If not successful, verify the Handheld application runs successfully by excluding the local wireless network variable again. This can be accomplished by installing the "Cadacus Handheld on Windows" application on the SYSPRO application server (recommended). The Handheld on Windows application is identical to the application that runs on the actual handheld device, so if it runs successfully on the application server, then the issue can then be isolated to the wireless network.
- Verify all handheld devices are experiencing the same issue by attempting to connect a separate handheld device which results in the same error codes.
- Continue further testing of the Cadacus Windows Communication Foundation (WCF) service for proper connectivity, for example, by following the instructions on our website here.
- Verify the Windows firewall port (1991) is open. If the Handheld WMS works on the application server but is not able to connect to the server from another device or workstation, verify that the application server's firewall port 1991 is open-- Control Panel-->Windows Firewall-->Inbound Rules-->create new rule--> allow CadacusWCF Service port 1991.
- If the handheld devices are intermittently losing wireless connections, check and experiment with the handheld device sleep mode settings as some makers have the sleep mode set to take effect when it may not be necessary or even workable. Some sleep mode settings might take 30 seconds, or more, to wake up the device. We recommend turning off all the battery-saving, sleep mode settings.
- If the scan guns are experiencing lag (slow response) after a scan, run the Handheld on Windows program on the application server. From the menu, select "Services--> Check Webservices" several times (ignore the first response time returned as it is not a representative sample). Then do the same on a handheld device (also ignoring the first response) and compare the response times returned between the Handheld on Windows program on the application server and the handheld device itself. If the lag occurs only on the handheld device, then the lag issue can be isolated to the wireless network or the handheld device for further troubleshooting.
- If the Cadacus WCF Service is connecting to devices properly but the results from the application running on the handheld device are not as expected, we recommend temporarily activating the Cadacus WCF Service application event log for troubleshooting and analysis (see step above).
- If the Cadacus systems are not current, we recommend upgrading to the latest releases (Cadacus Handheld WMS and SYSPRO-side) at www.solutionsforsyspro.com.
- If Managed Access Points exist, the first place to look is to see what speed the Handhelds are connected. If they have poor coverage they will connect at slower speeds.
- Since the Windows 10 "Creators" update, it has been reported some handheld devices are not appearing in the Windows Mobile Device Center; go to the Zebra site here (see solutions 1 and 2) to assess the fix reported by a customer as having worked in this situation.
- In some cases the Encore.dll file has not been properly registered under Windows. Here are the steps to ensure it is properly registered:
- Verify the Encore.dll file is in the SYSPRO Base directory on the application server by doing a search on the main SYSPRO folder of the application server
- Start a command prompt by locating the Windows "Command" shortcut on the server, right-click it, then select "Run as Administrator" (Important: correcting this DLL issue will not work unless the command prompt is launched using "Run as Administrator")
- While in this command prompt, change the directory to the SYSPRO "Base" directory (as an example, cd\syspro7\base); at that base directory location in the command prompt, type "regsvr32 encore.dll" (without the quotes); this will register the SYSPRO (encore.dll) properly since the command prompt is running "as Administrator"; the response should be something like, "DIRegisterServer in encore.dll succeeded"
- On the application server, in a Run prompt, type "regedit" to launch the Microsoft Registry Editor. Go to HKEY_LOCAL_MACHINE\SOFTWARE\SYSPRO\e.net solutions; note, if running a 64-bit machine, the location would be HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\SYSPRO\e.net solutions; in the right-side of the Registry Editor, verify the e.net solutions key "BaseDir" has a value correctly pointing to the location of the Base directory for SYSPRO (as an example, it might be C:\SYSPRO7\Base)
- Stop and restart the Cadacus WCF Service under Windows Services