rfid hardware troubleshooting guide

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RFID Hardware Troubleshooting Guide

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Contents 1 Document Control ......................................................................................................................................................... 1

2 Purpose .......................................................................................................................................................................... 2

3 TC20, RFD2000 Sled and Single Bay Charger Features .................................................................................................. 3

4 Attaching the TC20 to and Detaching the TC20 from the RFD2000 .............................................................................. 7

5 TC20 and RFD2000 Troubleshooting ............................................................................................................................. 8

1 Document Control

Document Title: RFID Hardware Troubleshooting Guide

Document Issue Date 08/03/2019

Author Tyrone Ferreira

Department Manager Heidi Atterbury

Approval

Name Position Date

Version Control

Issue Name (First draft, etc.) Issue # Issue Date Author of this issue

RFID Hardware Troubleshooting Guide

08/04/2019 Nazieh Isaacs

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2 Purpose

The purpose of this document is to outline the steps required when problems are encountered with the RFID scanning equipment.

Herein you will find the RFID devices that TFG uses within stores, what the common hardware issues are and how to remediate known issues.

There are also common issues experienced within the Riot Retail application that are related to WIFI connectivity or network infrastructure (WAN) issues.

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3 TC20, RFD2000 Sled and Single Bay Charger Features Zebra TC20 Device features – front of the device Note the power LED Location 8

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Zebra TC20 Device features – back of the device Note the power button 3

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Zebra RFD2000 Sled Device features Note the LED 1

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Zebra TC20 + RFD2000 single slot charging cradle device features

Number Item

1 AC Power cable 2 Power Supply Unit 3 DC Power Cable 4 Single bay charging cradle for TC20 + RFD2000

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4 Attaching the TC20 to and Detaching the TC20 from the RFD2000 Place the TC20 fully forward on the Sled base and push the TC20 down into the Retention Clips.

Firmly hold the Sled handle and lift the TC20 from the Sled base.

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5 TC20 and RFD2000 Troubleshooting

The following table provides typical problem that might arise and the solution for correcting the problem.

Problem Cause Solution Support process

When pressing the power button the TC20 does not turn on.

Battery not charged.

Charge the TC20 by placing it into the cradle. 1st line support

Store Ops

Battery charge is very low

Check the device’s power LED and check the charge indicator below

1st line support

Store Ops

When pressing the power button, the TC20 does not turn on but two Led blinks.

Battery charge is at a level where data is maintained but battery should be re-charged.


Store Ops

Battery did not charge.

TC20 removed from cradle while battery was charging.


Store Ops

Cannot see characters on display. The screen is blank.

TC20 not powered on.

Press the Power button. 1st line support

Store Ops

During data communication within the RIOT app, no data transmitted, or transmitted data was incomplete.

TC20 disconnected from the Wi-Fi during communication.

Check the WIFI connection (see WIFI troubleshooting below), restart the TC20 and re-transmit.

1st line support

Store Ops

Riot software was incorrectly installed or

Check settings, configure the Riot Retail settings 1st line support

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configured. Store Ops

During data communication over Wi-Fi, no data transmitted, or transmitted data was incomplete.

Wi-Fi radio is not on.

Turn on the Wi-Fi radio. (see WIFI troubleshooting below)

1st line support

Store Ops

You moved out of range of an access point.

Move closer to an access point. 1st line support

Store Ops


“Black No RFID Reader” message in the RIOT app

RFD 2000 is in sleep mode

Press and hold the RFD 2000 trigger for 1-3 seconds.

1st line support

Store Ops

RFD 2000 not charged

Insert the device in cradle – Check the LED indicators below

1st line support

Store Ops

RFID Manager has not been configured

Refer to the “RFID Manager” section below 1st line support

Store Ops

Check the RIOT App hardware settings

Refer to the “Riot Retail Application Settings” below

1st line support

Store Ops

TC20 shuts off. TC20 is inactive.

The display turns off after a period of inactivity when the RIOT app is not open

1st line support

Store Ops

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Battery is depleted.

Charge the battery. 1st line support

Store Ops

Tapping the window buttons or icons does not activate the corresponding feature.

The device is not responding.

Restart the device. Refer to “How to Restart/Reboot the device” below

1st line support

Store Ops

Unknown Hardware message appears when opening the RIOT app

RIOT settings have not been configured

Refer to the Riot Hardware Settings below 1st line support

Store Ops

The RFID manager needs to be configured

Refer to the RFID Manager section below 1st line support

Store Ops

The TC20 does not decode when scanning a 2D barcode.

Unreadable barcode.

Ensure the tag is not defaced/damaged. 1st line support

Store Ops

Distance between exit window and barcode is incorrect.

Place the TC20 within proper scanning range. 1st line support

Store Ops

Battery is low.

If the scanner stops emitting a laser beam upon a trigger press, check the battery level. When the battery is low, the scanner shuts off before the TC20 low battery condition notification.

1st line support

Store Ops

Unable to access the TC20 device settings as the RIOT app is pinned

The application has been pinned by design

Refer to “How to unpin the RIOT app” below 1st line support

Connection to the Server Is Unavailable

No network connectivity

Refer to the “How to check WIFI connectivity below”

1st line support

Store Ops

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The RIOT App settings are incorrect

Refer to the “Riot Retail application settings” below

1st line support

Store Ops

Unable to find the Riot Retail application or the RFID Manager icons

App icon may have been removed from the home screen

Swipe up from the bottom of the screen to reveal all the applications

1st line support

Store Ops

The Riot Retail Application was uninstalled

The Application will automatically be installed by Intune

1st line support

Store Ops

The RFID Manager Application was uninstalled

Application must be installed from the downloads folder

1st line support

Store Ops

Charging Indicators TC 20 Charging/Notification LED Charging Indicators *Note – When the battery is completely drained, the LED may not start flashing immediately

© 2019 TFG Infotec – Store Operations Confidential TFG.Infotec.StoreOperations– RFID Troubleshooting Guide

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RFD2000 Charging Indicators – When placed in the charger Observe the LED Indicators on the side of the device *Note – When the battery is completely drained, the LED may not start flashing immediately If the LEDs do not start flashing after 10min, check that charger/cradle has been connected to the power outlet

Device in cradle RFD 2000 status – charging, orange light flashes

Device in cradle RFD 2000 status – 100% charged, stable green light


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How to unpin the RIOT Application The RIOT Application is pinned when it’s opened and only the back button is visible

To unpin the app, swipe down from the top of the screen, the circle and square will become available


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Press and hold the triangle as well and the square button to unpin the app You will now be able to press the square to close the app or press the circle to show the home screen

How to access the TC20 android settings: In the event of troubleshooting, unpin the Riot Retail application and touch the circle to access the home screen.

On the Home screen, swipe up from the bottom of the screen and touch .


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How to Restart/Reboot the device Power off the device and power it back on by holding the power button and selecting power off and when off press and hold the power button to switch it back on. DO NOT SELECT REBOOT


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RFID Manager On the home screen, touch UHF RFID to open the RFID Manager *Note – If the icon is not on the home screen, swipe up from the bottom the screen to reveal all applications and find the UHF RFID

Please check the connection status of the Reader: RFID Manager status – RFD 2000 not connected *note – reader detached


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RFID Manager status – Attached but the RFD2000 is off Power up the RFD2000 by pressing and holding the trigger for 1.3 seconds

RFID Manager Status – RFD 2000 Attached Please note the status of regulatory, it must be ZAF


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If regulatory is blank, tap the > arrow, set the region to ZAF and select all the channels Select apply

The settings applied successfully message will appear. Power off the device and power it back on by holding the power button and selecting power off and when off press and hold the power button to switch it back on. DO NOT SELECT REBOOT


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When all the above steps have been competed open the RIOT app and check that the green start bar appears


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Riot Application settings Open the RIOT application by touching the icon on the home screen

Configure the Riot application settings for TFG by tapping the menu button and selecting settings


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Ensure that the hardware settings are correct as per below screenshot Check that the RFID Network settings and Cloud credentials are configured correctly Barcode Scanner type – Zebra TC Series Scanner RFID Reader Type – Zebra 2000 Reader Endpoint - http://tfg.riotinsight.com Ensure “Use Cloud credentials” is ticked For userID as seen above it will be the six-digit branch code with @tfg.co.za suffix (Lower case) Password - markham or sports (brand password to be provided with rollout)


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How to check WIFI connectivity Swipe down from the top of the screen to reveal the status bar at the top of the screen

- This is the WIFI icon The WIFI below is disconnected

The WIFI below is connected and communicating

If the WIFI is not connected, unpin the RIOT Retail application Swipe down with two fingers from the status bar to open the quick access panel. Touch WLAN to open the WLAN screen.

Check that WIFI connection is enabled and connected to *“TFG Stores” * **DO NOT CHANGE WIFI SETTINGS**


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Charging cradle components It is important to note that the PSU for the cradle has two plugs connecting to it as seen below

RFD2000 HANDHELD UHF RFID SCANNER

Below images depicts the RFID 2000 “SLED” connected to the Zebra TC20 handheld android scanner


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• Once the device is enrolled and the Riot APP is installed, the below will display upon opening the app for the first time.

• #No RFID Reader can appear even if the device is connect to the RFID 2000 as in the image above (button remains black)


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• The below settings will need to be changed on the “RFID Manager” app that’s also installed on the device for the device to be paired successfully to the RFID 2000

• Open “RFID Manager” by selecting the UHF RFID icon on the home screen of the TC20 • Select “Regulatory” • Change Region to “ZAF” • Select all the channels available • Then open “RiotRetail” again and the “Start button” will be green indicating scanner is ready

and connected


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• To configure the Riot application settings for TFG complete the settings in the settings menu of the Riot application as outlined in below screenshots


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• Endpoint http://tfg.riotinsight.com • Ensure “Use Cloud credentials” is ticked • For userID as seen above it will be the six digit branch code with @tfg.co.za suffix • Password – markham

http://tfg.riotinsight.com/

rfid hardware troubleshooting guide

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