CipherLab 9700 Troubleshooting

Question: How to quit Applock on the handheld scanner?

Answer: To quit Applock on your handheld scanner:

1. At the screen's bottom left corner, tap the Menu button > Login button.
2. On the Login screen, select the check box. Do not enter the password.
3. At the screen's bottom left corner, tap the Menu button once again.
4. Move down to the bottom and then tap Exit.

For more information, see CipherLab 9700 Troubleshooting.

Problem: Invoices scanned via CipherLab 9700 are recognized as check-ins in CStoreOffice®.

Troubleshooting: Make sure the handheld settings are configured properly in CStoreOffice®:

1. Go to cash register settings > MISC > Check-in Options.
2. In the Handheld device creates section, select Invoices.

   

   If the Check-ins option is selected, the invoices scanned from CipherLab 9700 will be recognized as check-ins in CStoreOffice®.

3. At the top right of the form, click Save.

For more information on how to configure the cash register settings in the MISC tab, see Station Options: MISC.

If you cannot find the existing item from your handheld scanner, try to refresh its settings and send them to the scanner from CStoreOffice®. For example, you can increase its cost a little and send updates from CStoreOffice® by clicking Accept Changes in the Cash Register Updates Manager.

Once your item is found on the handheld, make sure the item settings are reverted back in CStoreOffice® to their original state and all updates are sent to the handheld via the Cash Register Updates Manager form.

For more information about sending updates from CStoreOffice®, see Reviewing and Accepting Changes.

To check the item's retail data from the CipherLab 9700 scanner:

1. Scan the item's code from the scanner.
2. In the Inventory form, tap the Setup button.
3. In the Item Setup form, view the needed information about the item.

   

For more information, see Setting Up Items.

Once the item is scanned, the Inventory form opens where the Setup button is missing.

To troubleshoot this issue, synchronize the price book data from your scanner with the CStoreOffice® data once again. For more information, see Synchronizing the Price Book.

If the "Data were not processed" error appears on the handheld after the order was sent to the vendor, it means that the order is empty and contains no items.

Empty orders cannot be sent from the handheld.

To troubleshoot this error, create the order once again and make sure it contains the items to be purchased from the vendor.

For more information about creating orders from handheld, see Making Orders for Vendors.

If the “A Communication Error Has Occurred” error appears on the handheld:

1. Ensure that the handheld is connected to the PC and Power.
2. Ensure that Windows Mobile Device Center is running on the computer, and connected.
3. Reboot the computer.
4. Reboot the handheld. For more information, see Rebooting Handheld.

If “Name and Station ID must match CSO” error appears on the handheld during setting up the station:

1. Ensure that the station name is entered exactly as it is listed at the CStoreOffice® Cloud, including spacing and capitalization.
2. Ensure that the handheld is connected to the dock.

If your handheld is not powered on:

1. Ensure that battery is completely connected.
2. Ensure that battery is charged.
3. Press and hold the red power button for a few seconds to power on.

If a handheld device does not allow entering text:

1. At the bottom left corner of the AppLock screen, click the menu button and then click Login.
2. On the Login screen, do not enter the password, just click the check box.
3. At the bottom left corner of the screen, click the menu button again, scroll down to the bottom and then click Exit. The blue screen is displayed.
4. Click the Start menu button and then go to Settings > System > Reader configuration.
5. Go to Data Output > Keyboard Emulation and make sure that String Mode is specified there.
6. Select the Display code type and Display code length check boxes, click Apply and click OK.

Please note that the Display code type and Display code length options must be enabled for work with EAN. 12-digit UPC do not require these options to be enabled.

If a handheld device is not functioning and there are other critical issues, you may need to reconfigure the device back to the original (out of the box) state.

To reset the device to the original state:

1. Press and hold the power button and then choose to power the device off.
2. Press and hold the following buttons simultaneously: orange one (Shift), blue one and Power.
3. Wait to see the tap on the screen to set up the device.
4. Take a very fine pen or a regular pen and tap in the middle of the plus icon. The application installation process will begin.
5. After the AppLock screen is displayed, reconfigure the site and Wi-Fi settings.
6. Go to Power Settings, click the battery on the blue screen and then clear the battery option.
7. Go to Settings > System Backlight Settings > Battery Power and clear the first two options, then go to the external power settings and configure the same settings and then click OK.
8. Scroll down to the power information, go to Advanced, clear the first option and then click OK.
9. Go to Start > Settings > System and leave the USB to PC option not selected. This will leave the device in the mobile device center serial mode.

Problem: The item exists in the system, but when it is scanned via the handheld, the The item is not in the system error is displayed.

Troubleshooting:

• Verify the item's settings in CStoreOffice®:

1. Check the item's vendor which was selected.
2. Make sure item's vendor has the Cost value configured in CStoreOffice®.
3. Make sure the item's cost has been changed within the last 720 days.

In case the vendor has no cost in CStoreOffice® or the item's cost has not been changed within the last 720 days, the item is not scanned by the handheld.

• Reset the handheld settings:

1. From the handheld, go to Start Menu > Settings > System > Reader Configuration.
2. From  the bottom, tap Menu.
3. Go to Factory Reset > Yes > Ok.

To check if the vendor's cost is defined for the item in CStoreOffice®, go to Purchases Section (for account level) and Purchases and Cost Section (for location level).