Revision as of 16:05, 1 December 2016

Reinstalling the OS

Note: This procedure should not be done unless upgrading the version of the OS, or to start absolutely from scratch with a device. If the device is returned from having just been repaired by Zebra/Motorola, this process is usually NOT required, as hardware technicians will leave the software in tact and MobiControl takes care of the rest. If you see the green uniPHARM wallpaper, the device is configured properly.

The Windows CE OS image used on the the 37 RF guns is located in this folder, called "7527OS.img". The bootloader recognizes this exact filename so the file cannot be renamed. This is sourced from Psion/Motorola Solutions and is the most recent and likely last version of Windows CE for the 7527C. To perform a fresh install (wipe OS and format the persistent storage (flash disk)), follow these instructions:

Hold Fn + Enter + any trigger button until the device reboots into BooST mode (similar to BIOS mode for computers).
Dock the device and connect via USB. Docking while in BooST made makes the device appear as a "Removable Disk" drive to Windows.
Drag and drop 7527OS.img into the drive.
Undock the device. Loading of the image should commence and boot-up into the stock OS should follow thereafter. You should see a running progress meter (waterfall display) i.e. "Loading 8%".

Pay attention to any error messages. OS images are "signed", meaning the flashing process does not allow downgrading to lower versions (most lower versions), or using an image not intended for the device.

From this stage, the next step towards a production-ready device is to load the MobiControl agent. Dock the device while it's booted into Windows CE, and run "Configure RF.exe" in this folder. All the magic should happen soon thereafter, and the device will show up in MobiControl. Consult the MobiControl pages for more information regarding additional configuration.

Sending in a gun for repair

Tags: gun repair, RF gun, Zebra, Mexico

Marking the device for repair in MobiControl

This step is not essential for getting the guns repaired, but is rather for accountability and asset management purposes. Skip ahead to RMA process if there is some urgency to sending the guns in for repair.

I have established a convention of leaving notes for when guns are sent for repair and when they are returned. Click on any device, and check the 'Notes' tab in the right panel to check previous notes. Use them as reference for making new notes.

Also, there is a device group in MobiControl named 'Out for Repair'. Read about MobiControl groups here (link to be included). Devices sent out for repair can simply be dragged to this group for visibility into which guns are not in production. Move the device back out to the appropriate group when it is returned from repair. More details later.

RMA process

*UPDATE: Repair service / maintenance contract is now with TRG - Technology Recovery Group*

TRG ServiceHub web portal

Use the web portal to generate and submit RMAs. Credentials are as follows:

Username: norwin Password: visionit

The process of sending guns in for repair is straightforward:

Start a ticket, adding devices by serial number, and describing the problem.
Pack the devices in a box well and include the RMA inside.
Give the box to one of the shippers and request for them to ship it to TRG (in Mississauga), or generate a label yourself, as TRG is already in the address book.

Zebra contact information

While the RF guns are covered under TRG, the 2 9510 controllers are still under official Zebra support, until December 2017. The contact information is as follows:

Number: 1-800-387-8898

Site ID: 6060011626

Zebra RMA portal

https://enterpriserepair.motorolasolutions.com/sym/servlet/PortalStart?portalLayout=yes Login: norwinu@unipharm.com Password: Our new favorite password + '2014'

The preferred method of submitting RMAs is through the website, since it makes it possible to submit a more detailed and accurate description of the problem. The support agents over the phone go through teh exact same process anyways, so the website eliminates the middle man.

Serial numbers

Gun 12 - 8277g005508

Notes

TRG Representative

@@ Line 17: / Line 17: @@
 Tags: gun repair, RF gun, Zebra, Mexico
-==Managing the device in MobiControl==
+==Marking the device for repair in MobiControl==
 ''This step is not essential for getting the guns repaired, but is rather for accountability and asset management purposes. Skip ahead to RMA process if there is some urgency to sending the guns in for repair.''
+I have established a convention of leaving notes for when guns are sent for repair and when they are returned. Click on any device, and check the 'Notes' tab in the right panel to check previous notes. Use them as reference for making new notes.
-There is a group in MobiControl named 'Out for Repair'. Read about the groups here (link to be included). Devices sent out for repair can be dragged to this group. You can also leave notes for each device in MobiControl. More details later.
+Also, there is a device group in MobiControl named 'Out for Repair'. Read about MobiControl groups here (link to be included). Devices sent out for repair can simply be dragged to this group for visibility into which guns are not in production. Move the device back out to the appropriate group when it is returned from repair. More details later.
 ==RMA process==
+'''*UPDATE: Repair service / maintenance contract is now with TRG - Technology Recovery Group*'''
-When an RF gun needs to be sent in for repair, there are two methods of creating an RMA  with Zebra Psion Solutions:
+===TRG ServiceHub web portal===
+Use the web portal to generate and submit RMAs. Credentials are as follows:
+Username: norwin
+Password: visionit
+The process of sending guns in for repair is straightforward:
+# Start a ticket, adding devices by serial number, and describing the problem.
+# Pack the devices in a box well and include the RMA inside.
+# Give the box to one of the shippers and request for them to ship it to TRG (in Mississauga), or generate a label yourself, as TRG is already in the address book.
+===Zebra contact information===
+While the RF guns are covered under TRG, the 2 9510 controllers are still under official Zebra support, until December 2017. The contact information is as follows:
-===Phone===
 : '''Number:''' 1-800-387-8898
 : '''Site ID:''' 6060011626
+====Zebra RMA portal====
-Call, provide the serial numbers, describe the problem for each unit and wait for an emailed packing slip. Pack up the guns, include the packing slip inside, and send via DHL/Loomis. Use either Ground (3-5) or Air 18:00 Express service at your discretion. You may also give the box to DC supervisor (Gordon or Gerald) and they will generate the label and ship the box for you.
-===Website===
 https://enterpriserepair.motorolasolutions.com/sym/servlet/PortalStart?portalLayout=yes
 Login: norwinu@unipharm.com
@@ Line 38: / Line 54: @@
 The preferred method of submitting RMAs is through the website, since it makes it possible to submit a more detailed and accurate description of the problem. The support agents over the phone go through teh exact same process anyways, so the website eliminates the middle man.
-====Steps====
-* Request an RMA
-* Enter serial number, and click 'Add to Shipment'. ''Note: The serial number is validated and the next page should confirm that it is under contract.''
-* Select the 'Primary Sympton'
-* Enter a detailed description in a way that makes it easy for the repair agent to identify the problem. Suggest a fix if possible. Insist on a fix if this is a repeat RMA for the same unit sent back as 'No Problem Found' the first time.
-* (Optional) Enter the gun number in 'Your Ref. No.'
 ==Serial numbers==
@@ Line 52: / Line 60: @@
 ==Notes==
+===TRG Representative===
-RMA 3531999
 [[Category: Warehouse I.T.]]

Difference between revisions of "Information Systems:RF Gun Administration"