Transcript
Mobile Assistant TroubleShooting Guide
Table of Contents Trouble Shooting MA ....................................................................................................... 1 No GPS Signal/Navigation ........................................................................................... 1 Print Invoice/Receipt Button is Missing ........................................................................ 3 Printer Trouble Shooting .............................................................................................. 4 Cant Login/Could Not reach Server ............................................................................. 7
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Trouble Shooting MA No GPS Signal/Navigation
Procedure to restore GPS Signal and Navigation If the Navigation is not working that means that Mobile Assistant device is not receiving a GPS signal, which means that we have a RedG in the windows start bar. If the G is not displayed in the start bar by default then follow the procedure outlined at the end of this section so that the G will be continuously displayed here.
Next, exit completely out of the CoPilot Navigation software and the Mobile Assistant. Unplug the "GPS" Receiver. Wait a few seconds and then plug the "GPS" receiver back in. It won’t matter if the GPS receiver is plugged back into the same USB slot or not. We have a "GPS Helper Service" that makes sure that we can detect the receiver regardless of the USB port that has been selected. Once the "GPS" receiver has been plugged in verify that a Yellow or Green G is appearing in the windows Start Bar.
Once we have restored a Yellow or even a Green G, go ahead and open and begin using the Mobile Assistant software.
G is not displayed in the task bar, follow the procedure below so that it is always displayed.
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Mobile Assistant TroubleShooting Guide
Select the Arrow button (Show Hidden Icons) located to the left of the date time display.
From the following dialog select the customize option.
From the following screen
Locate the Franson GpsGate in the list and to the right select the option to "Show icon and notifications". Press the "OK" button to save and close the dialog. The G should now be displayed in the start bar like so.
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Trouble Shooting MA
Print Invoice/Receipt Button is Missing
The print button is missing; I can't print my Mobile Assistant Invoice.
The print button is missing because either the printer was not plugged in or turned on prior to opening the Mobile Assistant. To correct this situation close the Mobile Assistant application, turn on (Should have Green light) and or plug the printer into a USB port on the laptop. Once the printer is hooked up and turned on, open the Mobile Assistant, the printer will be properly detected and the print button will be displayed.
Note the print button will not be Activate until the Service has been “Saved”.
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Mobile Assistant TroubleShooting Guide
Printer Trouble Shooting HP Officejet H470 series
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First, make sure that the Printer is plugged into the power source. Make sure that the USB printer cable is also plugged into the USB port on the laptop. Finally, make sure that the printer is powered on.
The Mobile Assistant has the ability to print a receipt/invoice after the completion of each stop (optional). At this time the user would load the invoice paper into the paper tray. When the invoice is printed, a single print job is sent to the printer and the invoice will print. Load Paper - Blank or Print Side Up/Top of the page Down (Print Side is the side of the invoice that the Mobile Assistant information will be printed on) Invoice was sent to Printer before Paper was loaded If the invoice has been sent to the printer before the paper has been loaded, then a failed to print indicator light will begin flashing on the printer. This light is Orange in color. The power light will also begin flashing and this is Green in color. To begin printing simply insert the invoice into the printer and press the Orange flashing button on the printer to start the print job. Delete any Extra Print Jobs If the Orange flashing light doesn't go away after successfully printing, that means there is another job waiting to print. Basically, the print button in Mobile Assistant was hit more than once. Each time that the print button is hit the Mobile Assistant will send a single print job to the printer. If these jobs aren't cleared after printing then the wrong customer information will print on the invoice for the next stop. To clear any extra print jobs, press the X button that is located to the left of the Flashing Orange button on the printer. Repeat this process until the button is no longer flashing.
Another way to Manage (Delete Print Jobs) is from the laptop
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Trouble Shooting MA The Printer can be opened by selecting the “Start” button and then selecting Printers and Devices from the Windows Start Menu or by selecting the printer from the “Hidden Icons” section of the “Start Bar”. Hidden Icon's The printer has a Flashing Orange Error Light On the Laptop select the “Hidden Icons” button on the start bar. It is located on the right hand side of the bar to the left of the Date and Time display.
The printer Icon will be displayed in the notification area, ignore this and select the customize button.
From the customize screen scroll down until you see an icon for the printer on the left side of the screen. Next, select the "Show icon and notifications" option to the right of the printer icon. Selecting this option will keep the printer properties visible in the start bar. Click, on the "OK" button to save the changes.
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Mobile Assistant TroubleShooting Guide
Printer will now always be displayed in the “Start Bar”, hovering the mouse over the printer icon will let you know if there are any jobs in memory. To view the jobs click on the Printer icon, the following dialogue will display.
Right click on the print job and select cancel print job from the menu to delete it. Or if there are multiple entries, click on the “Printer Menu” item and then select “Cancel all Documents” to delete all of the available print jobs.
Once the print jobs have been cleared the orange flashing like should have stopped. The printer is now ready to receive its next print job.
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Trouble Shooting MA
Cant Login/Could Not reach Server
One of the most common issues after the Mobile Assistant Db's have been deleted or haven't been created yet is the Could Not Reach Server error. This message is usually triggered when the Mobile Assistant can't reach the sync site. And the cause is usually an incorrect config file due to a typo or the IP address of the IIS server has changed.
Verify that the Mobile Assistant has Internet connectivity. This can be accomplished simply by opening IE and browsing any web page. If you have internet connectivity the next step is to verify that the IP address hasn't changed on the Sync Site. Logon to the IIS server and run the “ipconfig” command from the command window. Verify that the IP address of the IIS server matches the address used to configure the "MobileAssistant.exe.config file". If the IP has changed modify the IP in the Mobile Assistant config file and try to login again. The config file is located on the Laptop in the following location “C:\Program Files\Real Green Systems\MobileAssistant\MobileAssistant.exe.config"
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Mobile Assistant TroubleShooting Guide Some easy ways to check to see if it can reach the site are to go into "C:\Program Files\Real Green Systems\Mobile Assistant\MobileAssistant.exe.config" and grab the ip address that the Mobile Assistant is set to look for in order to sync and plug it into the Internet Explorer browser as follows Http://(ip address)/mobilesync/admin.aspx. This should, if the IP is correct bring up the Mobile Assistant Administration Sync Site. If you can reach the web site, then the next step is to test whether you can hit the Manual Update button on the login screen. If it can update then you should be able to login and sync. If it has not, the most common cause and way to fix is to look at the fire wall settings. If they have the windows fire wall running then you need to add an exception allowing port 80. In some cases, though its becoming much more rare, you may need to delete the database.sdf and livetrucktracking.sdf files from the Mobile Assistant folder. For both of these the MA software should be closed and you will need to kill the tracking.exe process in the Task Manager before it will allow you to delete the livetrucktracking.sdf. After deleting the databases you should restart the tracking.exe (also found in the MA folder) and reopen Mobile Assistant
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