Hi everybody.
We have an serious problem in one of our customer related with connection between Neo equipments and the PCs where they are connect to.
We have a deployment at lot of small shops with Neo and a Crawdle installed. The way to work is by Batch procces. NEO works storing the info in batch proccess and offently they download it when they are connected to the crawdle by active Sync.
Our problem; in every shops they are suffering from issues with ActiveSync. This is, sometimes Neo doesn´t connect with the Computer, The computer doesn´t know that NEO is connected ( = ActiveSync didn´t work).
This is an sporadic fail. The customer tried to reproduce the problem in their main offices without susccess. Eventhough the problem persist in the small shops. One day in one shope, another day in other one. No rules.
Data to take care of;
Computers installed have different OS version. XP, Windows200, 2003 server, etc.
ActiveSync installed is 4.5.
OS version of NEO. This is pending to collect. I have to ask the customer (the SO is 307/434283 )
So, my questions are;
Anybody know anything about this?. Is this a known issue?, any kind of default shipment with crawdle made in Factory?
Perhaps an OS version issue? This is somenthing I want to check. Test a new version.
If you need any extra info please let me know so I can ask for it. This is a big customer, the proyect is really important and this isssue is affecting us badly.
As always, thanks in advance for your knowlegde
Hi Juan,
A couple of Questions:
1) Which Firmware is running on the NEO? (I am guessing Windows CE 5.0, but want to establish if Windows Mobile Classic is also in this topic.)
2) Do the devices show the Popup for (Connecting to Cradle)? -- This is different than the ActiveSync Popup that shows up when the Terminal is connecting to the PC for Activesync.
3) Since it is sporadic, Have you found that the devices connect if they are left for a little while out of the cradle; and then re-connect when placed back in?
There is one reason I ask this:
Due to Batch NEO's with the ~300 Mhz Processor running Windows CE 5.0 Batch *(no wifi network option)* I have an seen an issue if they are cradled, uncradled, and re-cradled in a VERY short period of time before ActiveSync has finished connecting to the device, from the first connection!
The best way to prevent that from occurring, is to Gently load the NEO into the cradle, Gently yet firmly pressing (With 1-2 fingers) the Neo to connect, and allowing the Popups to dissappear BEFORE uncradling / re-cradling to connect if the first time this is not successful.
If you need to re-cradle, Gently remove the NEO from the cradle. Count to Six (6) and then gently recradle again. --> Wait for the popups to dissappear.
I have found this to be a successful remedy to this issue on the NEO I refer to, as well as other NEOs in general.
If a NEO does not connect at all, and added to that, does not connect on other PC's and Cradles and you are doing the above: Then it is likely that the connector is either:
1) Dirty and can be cleaned with a clean and dry toothbrush.
2) Defective, if the contacts are clean and it still does not connect. (At which point, please contact your Regional Help Desk, and they will assist you.)
Please let us know how you make out Juan.
Sincerely.
-sean
Sean M. Kennedy {Americas Help Desk Application Support}
Hi Sean.
Windows Ce 5.0 Profesional Boot code: B221w PCon code: B221w OS code: K091l Keyboard Micro code: J010r
Although I commented your post to the customer, I know now that this is an already known problem. Rich LeMaster mailed us explaining that they are working on this issue. Hope they find a good solution or definitive way to solve the problem...