Information Systems:RF Gun Administration

Overview

This article discusses administration of the RF guns. It is meant to contain only procedures and instructions, while background and in-depth technical information can be found in this accompanying article. Also, refer to the RF Guns category for more articles related to this topic.

Management and administration of RF guns

Storage and inventory

RF guns that are in production are kept in 3 main areas. Their location and the number of guns recommended to be kept there are as follows:

• Cupboard in the 'dumps' area: 20 units
• Receiving: 5-6 units
• Narcotics cage: 2 units

The rest should be kept as spares outside Norwin's office for ease-of-access. At any given time, there are almost always a few that are marked to be shipped for repair (if they're not already under repair at TRG). These units should be kept in the I.T. cage.

Hardware maintenance and repair

The RF guns are under maintenance contract with TRG (Technology Recovery Group).

Melanie Drabiak is the main contact and can help with many things, from quotes on parts or general consultation. She is the first point of contact.

Contact: Melanie Drabiak
Phone number: 440-471-8267
Email: MDrabiak@TRGRepair.com

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

Site: TRG ServiceHub

Username: norwin

Password: visionit

Protocol for sending a device in for repair

Devices that are reported broken by warehouse staff can be sent to TRG for repair. Usually, warehouse supervisors call or email the IT Group that an RF gun has malfunctioned and either bring you the device or specify where they will leave it.

As there are at least 5-6 spares in inventory at any given time (if none are already out for repair), it is recommended to hold devices for repair until there are 3-4 to be sent in, as shipping is charged both ways.

However, best judgment is left to the administrator as some users have a strong preference for certain devices (there is indeed enough variation between the guns despite all technically being the same model - it's not just a placebo effect. Besides if it helps them work faster and happier, why not accommodate...). -13:16, 28 November 2017 (PST) 

The process of sending guns in for repair is straightforward:

1. Start a ticket, adding devices by serial number, and describing the problem. Though not necessary, enter the gun number in the Ref. field (e.g. RF 33) for reporting purposes.
2. Print the packing slip.
3. Pack the devices in a box and include the packing slip/RMA inside.
4. 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. I usually ship by Ground, but Air can be used for higher-priority situations.

Serial numbers

Serial numbers are visible in MobiControl. They were manually entered in as a custom attribute, so it is conveniently displayed as a column.

Common Problems

Device powers off during use

This can be due to many factors, but some common ones include:

• Loose battery door: The battery door has a foot that clamps down on a spring to signal to the device that it is installed, and allowing it to power on. A loose battery door (e.g. bad fit or missing twist-locks) or a stumped (broken) spring can lead to the device powering off abruptly.

Connectivity issues: Lock-H and Lock-B

Lock-H (yellow bar across bottom of TekTerm screen) and Lock-B (red bar) are normal if they last <1 second. However, if TekTerm is stuck on Lock-H or Lock-B, then investigate the following:

• Lock-B is a communication problem between the gun (TekTerm application) and the base (wireless access point).

• Check the wireless client administration utility, SCU (Summit Client Utility, found in Start-->Programs), for the current wireless configuration
• Check the current connectivity state by checking the Network utility in Control Panel, or clicking the WiFi icon in the Notification Tray.

• Lock-H is a communication problem between the gun and the server.

• Check that TekTerm server on Lucy is up
• Check that Telnet is up on Bart.
• Trace the network path from the access point to Bart.
• Check the access point cluster for any issues. Usually, Lock-H means the gun has wireless connectivity (e.g. you might even be able to remote into it using MobiControl), but the communication of data to and from the server is failing e.g. problematic roaming between access points. Since the wireless upgrade of August 2017, wireless issues are no longer expected to cause Lock-H.

Scanner does not produce a laser

• Cold boot the device, this sometimes fixes the problem
• Refer to the article specifically discussing the WORKABOUT PRO G2 for comments about scanner module reliability.

Other notes / Archive

9510 controller maintenance (Zebra)

Note: (12/16): We have migrated to the software version of TekTerm Server. See  this page for more information regarding the software controllers.

While the RF guns are now 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

Call to generate an RMA, or use the credentials below to do it via their web portal (recommended). The rest of the process is similar to TRG RMAs.

Site: Enterprise Repair]

Login: norwinu@unipharm.com

Password: Our new favorite password + '2014'

Reinstalling the OS (old way)

Note: The method described below is actually for upgrading the OS from an older to a newer version. It effectively wiped all data, which is why it was used prior for this purpose. Since we are at the most current version, and since the new version no longer allows a re-flash of the same OS image, this procedure will no longer work as a means of reinstalling and wiping the OS. It is left here for reference purposes.

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:

1. Hold Fn + Enter + any trigger button until the device reboots into BooST mode (similar to BIOS mode for computers).
2. Dock the device and connect via USB. Docking while in BooST mode makes the device appear as a "Removable Disk" drive to Windows.
3. Drag and drop 7527OS.img into the drive.
4. 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.

Marking the device for repair in MobiControl

Note: The TRG portal has pretty good reporting tools, so the process below to track problems at the device level is no longer being used.

I have established a convention of leaving device notes in MobiControl 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 see any 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 devices are shipped out. Move the device back out to the appropriate group when it is returned from repair. More details later.