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Last Post 07/10/2018 9:12 AM by  JonA
MSCM: Handhelds lose server address
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JonA
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05/13/2011 8:06 AM
    Occasionally, for no reason that's apparent to me, our Dolphin 9550's lose the server address in the MSMC application. Usually the material handler doesn't find out until they have to upload their counts and they get "A network connection is needed..." message. The only way to fix this is to go into the settings and re-add the address but they have to exit the par counting area to get there thus losing all they have counted. Does anyone know what causes this? Is it a defect in the 9550 or the MSCM application? Is it something the material handler might be doing?
    Jon Athey - Supply Chain Analyst - Materials Management - MidMichigan Health
    Kevin
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    Crouse Hospital
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    05/13/2011 9:17 AM
    We have experienced the same problem here at Crouse Hospital as well. We are using Dolphin 9500's/Wireless for our MSCM Applications. It is something very difficult to pinpoint the cause of. We went to KIOSK mode during the last upgrade to MSCM and I believe we have seen a 'reduction' in these cases surfacing, but we have still experienced them, nonetheless. I will be curious to see if anyone else chimes in and if they have found the cause.
    mark.cook
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    05/13/2011 10:04 AM
    We have experienced issues with MSCM in the past like Handhelds locking on the Motorola Handhelds. I have not heard many issues with Dolphins and tested one of those for over a month without issue.

    I have a few questions for you that might help a little based on what we were able to see. I think the place to start is with the logs, open a case if you don't have one with Lawson and see what your vendor can help with resources to troubleshoot. We ended up with Motorola on-site, RR Donnelly assisting and a case with Lawson. Our issue seems to have resolved with an MSCM upgrade and we replaced our old MC70's with MC55's after almost 3 years of usage.

    1.) what version of MSCM are you running?
    2.) Who did you buy your handhelds from and are you up to date on firmware upgrades? RR Donnelly was great to help us troubleshoot.
    3.) Kiosk mode I think will help as then users are only in the MSCM app and not getting into other apps that could cause the handheld to act up
    4.) Is there anything in the handheld logs that point to what might have happened?
    5.) Is it specific to individuals or devices?
    6.) Do you own SOTI/MOBI licenses? This allows you to remote in or even watch as people use the device, take log files off and not impact the users.

    Let me know what you find and how things progress. I might be able to help point you in the right direction to troubleshoot.

    PC
    Infor Lawson/MSCM Analyst
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    07/02/2018 10:42 AM
    I've had this issue in the past. Are you still having issues with the server address disappearing? If yes, try adding the server address in settings tab BEFORE you log into the handheld. Make sure you click test and it tests "successful". You can log into the handheld and then go back into settings and type in the server address again if its not there. Now the server address should not disappear. Let me know if these steps work or not.
    Paul
    JonA
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    07/10/2018 9:12 AM
    Thanks but no we haven't had the issue for a long time. Since we moved to the Motorola MC55 model.
    Jon Athey - Supply Chain Analyst - Materials Management - MidMichigan Health
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