Multiple Symbol 8846 Hard Reset/Cold Boot Failures

[paulheskestad]

I work in a small, family-run grocery store and have 5 Symbol 8846
pocket pcs. This is one of the units suggested by NCR, who supplied
the POS equipment. I purchased all 5 used, and all appear to function
normally upon booting. I have one unit that functions perfectly. The
other four lock up in a way I have not seen before. The other four
units become completely unresponsive, usually while sitting in the
cradle overnight. They are unresponsive in every way; that is to say
that you cannot turn them on, reset them, or get any sign that they
function what-so-ever. Upon removing the battery momentarily, the
units will reboot cold/hard, as if right out of the box. Upon
rebooting, the units will show main and backup batteries at full, so
it's not from power failure.

I've exhausted everything I can think to look at, although I'm
certainly no expert. Any advice is appreciated. Here's what else I can
think of that may be applicable.

I'm using a Netgear access point. The units are used wirelessly to
scan items, make basic prices changes, monitor terminals, etc. This is
done by one small piece of software which connects to the server;
nothing else or extra is installed on the units. I keep them as simple
and clean as possible (no pics, music, video, logos, internet, extra
programs, etc). When I first got the four problem units, they all
functioned properly for about a week, and I walked in one morning to
find they were all afflicted at the same time. I thought it may have a
been a power surge/lightning strike, but they're plugged into a surge
protector. I rebooted and reinstalled everything, and the problem has
been more and more frequent. After scouring the units, the only
difference I can find is that the four only have 64MB main memory, as
opposed to the 128MB of the one functioning unit. I tried allocating
more memory to programs and away from storage, but this did no good.
Even if this was the problem, I wouldn't think it would cause the
units to lock up in the way that they do. IPL ID and Boot ID are
different too, but I don't know what these are.

Anyone ever heard of a problem like this? Any ideas?

Thanks in advance, all help is appreciated.

Paul

 

[Paul G. Tobey [eMVP]]

Although they may not be under warranty, wouldn't contacting Symbol make
sense?

Paul T.

 

[paulheskestad]

This would seem like a logical first step, but I had googled an answer
or someone having a similar problem for quite a while and it seemed
that anyone who had attempted to contact Symbol for support received
mediocre service at best. The thought of waiting on hold and weeding
through various levels of tech support to get an inconclusive answer
was enough to make me cringe. That's why I reached out to see if
anyone else had had a similar experience or problem. If and when I
have an hour of so free ::shutter:: I'll give symbol a shot.

Thanks,

Paul

 

[Paul G. Tobey [eMVP]]

Yes, that's a fairly common complaint (you might try email, rather than the
phone). However, this is almost certainly a hardware problem, at least in
part, and we aren't going to be able to do anything about that; only Symbol
or a Symbol-trained repair facility would be able to help with that.

Paul T.

 

[paulheskestad]

I submitted an e-mail request to Symbol. If/when I hear back, I will
post here for future reference for others. In the meantime, if anyone
has any suggestions, I'm all ears.

Thanks again,

Paul

 

[gomobile.ie]

Hi guys, just my 2 cents.

We could create an new topic on "How to get the best from tech support with
pledging your first born", but thats a whole new thread... lol

I am just dipping in here (hoping not to get a toe burnt) because I have
worked with 'Symbol' as a certified engineer for a number of year now.

There is a running joke which goes something like "The answer to all your
problems is format c:" (if your on old 'Dosser' like me you will understand
where this came from.

Its much the same case here I believe, but it should be no big deal.
Depending on the OS version on the PPT's ('Portable Pen Terminals') your
using the common answer is most likely what you would discover if you called
'Motorola' as they are now known (Assuming you have a 'Site Code' that is) is
a common term for such problems normally include the word "Reflashing".

To 'Reflash' a mobile device, you will need to do the following:
1. Go to the symbol website ( www.symbol.com )
2. Go to 'Support and Resources' and select 'Software Downloads'
3. Select 'Mobile Computers' as the 'Product Line'
4. Select 'PPT8800CE' or 'PPT8800WM' (dependent on your OS)
5. Try to locate a 'Device Configuration Package' which is used to 'Reflash'
the mobile device and bring the 'OS', 'Applications' etc.. bang upto date (In
other words a total reload of the unit just like 'format c:')

Note: This is no simple task and could render the unit totally useless if
you do not do it correctly. Having said that, I have never lost a unit yet
.... but I am still trying ... lol.

P.S. I hope you purchase a 'Cradle' at the same time, otherwise you could
find it difficult to perform the above safely.

Where Enterprise Goes Mobile - http://www.gomobile.ie
My Blog - http://bmcloughlin.blogspot.com

 

[paulheskestad]

Wow - thanks for the response, that seems exactly like the info I
needed. I downloaded the file and read through the info, I'm just not
sure exactly how to "reflash the device." I'd usually just tinker, but
I guess based on your warning, I'm a little gun-shy about killing a
unit completely. Would you be willing to give me a little more
instruction? Of course, if anything happens to the unit, I'll assume
full responsibility and hold you harmless. I'm at the point where I go
to Start-->Programs-->Symbol Device Configuration Packages-->PPT8800
v1.1-->TCM. A windows opens that reads TCM - Script1, with a Script1
window on the top half of the screen and a File Explorer window on the
bottom of the screen. This is where I balk. Do you have any guidance
from here?

As a follow up from my end, I contacted the software provider to get
their recommended specs for the software; they haven't responded. I
contacted the company that does support for us; they said they would
look into it and haven't responded. I contacted Symbol as previously
suggest and got a nice, automated e-mail informing me that a
representative would contact me directly. They have not.

The icing on the cake is that my one die-hard unit that never fails
("Brunella"), blanked last night.

Thanks again,

Paul

 

[gomobile.ie]

Its very difficult to do this blind and I you may still need to talk to
support, but the first thing I would do is to look at the back of the mobile
device and there should be a 'Boiler Plate' (label with all the details about
the unit on it). Look for the 'PN: ..............' should start with a
'8846', I would need this in order to tell you which device you have. Also,
when they to start up, is the 'Start' menu at the 'Top' or 'Bottom' of the
screen?

 

[paulheskestad]

Great - I'll take whatever help I can - it is truly appreciated.

I have 3 units in front of me, they all have identical P/N's, which
are:

PPT8846-R3BZ10WW

Thanks,

Paul

 

[paulheskestad]

Never got a follow-up from gomobile... I did eventually (several
weeks) hear from a Motorola/Symbol tech who talked me through
downloading an updated Symbol Device Configuration Package and re-
flashing a device. This was a time-consuming profess and not something
I could post hear for future reference, mostly because it was a little
above my head. The tech was knowledgeable, but a little testy
(shocking, I know). I felt as if this wasn't his job, he would unleash
on me and tell me how incompetent I am. Anyway, I have reloaded 6
symbol devices total and that seemed to be the ultimate fix.

Thanks to all,

Paul