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TOPIC: What are some general handheld device troubleshooting steps?

What are some general handheld device troubleshooting steps? 4 years 4 months ago #31

  • JohnMc
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We have a number of Handhelds setup-- some communicate with the Cadacus WCF Service, and some do not. What are the recommended troubleshooting steps?
Last Edit: 4 months 1 week ago by JohnMc.
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What are the general troubleshooting steps for handheld connectivity issues? 4 years 4 months ago #32

  • Don
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General troubleshooting tips for Handheld devices

Note: 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:
  • SOTI.net - We recommend the "Pocket Controller" SOTI product as it has the basic functions needed and is typically under $50. There are other SOTI enterprise 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.
  • MyMobiler.com - Recommended by some customers for limited screen sharing capabilities with little to no cost.
The following are general troubleshooting steps related to Handheld device operations:

1. Launch the Internet Explorer (IE) browser on a handheld device and attempt to access the Internet to check connectivity between the handheld and the wireless network. For example, open IE and enter the URL sfshh.com (this is the shorthand URL for the Cadacus manual handheld device downloads). Alternatively, enter google.com or msn.com to verify the connection. If HTML script or certificate errors occur on the handheld browser, be sure IE is set as the default browser on the handheld device (note: for new handheld devices, we have found some are not setup to use IE as the default browser which will prevent the device from working properly with our Handheld solution, so please be sure to set IE as the default).

2. If there is no connection, if possible, 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.

3. Try stopping and re-starting the CadacusWCF service, then attempt a Cadacus application transaction on the handheld device.

4. 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. It can be downloaded here. The Handheld on Windows application is identical to the application that runs on the actual handheld device, so if the Handheld application runs successfully on the application server, then the issue can then be isolated to the wireless network.

5. If the Handheld on Windows application runs successfully on the application server, then verify that multiple handheld devices are experiencing the same issue. In other words, if a connection issue occurs on one handheld device, verify that the same error occurs on all handheld devices so it can be verified as NOT being a device-specific issue.

6. If the Handheld on Windows application does NOT work on the application server or on the handheld device, then further test the Cadacus Windows Communication Foundation (WCF) service for proper connectivity, for example, by following the instructions on our website here.

7. If the Handheld on Windows application 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.

8. 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.

9. 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.

10. 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 by following the instructions on our website here.

11. 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".
  • 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.
Last Edit: 4 months 1 week ago by JohnMc.
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