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Advanced Communications Troubleshooting (Unable to transfer handheld data) V8

Introduction

This article will go through the steps of troubleshooting the Advanced Communications Service. This service controls the transfers of the handheld data and CMC messages through Route Manager.

 

Unable to Upload or Download

Symptoms

Handhelds will not Upload or Download data from the server. 

 

Cause

Advanced Communications is not setup properly. RMA Data is corrupt or accurate for data to transfer.

 

Resolution
  1.  Is the Service installed running? Check the status bar in the Adv Comms Monitor under Route > Adv Comms Monitor.
    1. Green = Service is running. Move on to step 9.
    2. Red = Service isn’t running. You will also see this in your RMA toolbar: Move on to Step 1.
  2. Is the service installed? Check service under Start > run > services.msc. (If multiple services installed, locate the AdvCommsService.srv file in the RMA folder to know which Service that copy of RM is attempting to use).
    1. Yes: Move on to step 3.
    2. No: Get all users out of RMA and run an update with their current RMA version, Restart at Step 1 once completed.
  3. Is the service running? If the service is installed, however not running, try restarting the service. If it will not restart manually, try restarting the server. 
    1. If you receive error of "service on local computer started and then stopped. Some services stop automatically if they are not in use by other services or programs" , gointo Task Manager > Details and finding RMA.EXE under User name SYSTEM and ending the task will usually clear this up
  4. Is the service pointed to the correct location? (check properties on the Service by right clicking service).
    1. Yes: Move on to Step 5
    2. No: Make sure you’re looking at the correct service. As there could be more than one due to multiple RMA installs. Open CMD prompt and type "sc delete *NAME OF SERVICE*. Go back to step 2 to re-install the service.
  5. Is .Net 4.0 or newer FULL installed? Use these instructions to find out: LINK
    1. Yes: Move on to Step 6
    2. No: Install .Net 4.0 Full (not just client) via Microsoft website.
  6. Is AdvCommConfig pointing to the proper locations?
    1. Open the AdvCommsConfiguration.exe program in the root of RMA:
      1. Verify the Data path is pointing to their real data path (careful of custom data locations/rm2kdata.ini use)
      2. Verify the Adv Comms Path is pointing to their real Adv Comms path (Typically the DATA folder is where you want this pointed, UNLESS they use a custom data path in Branch Setup > Handheld Tab. If that’s the case, you want this pointing to the same path in branch setup.) It already assumes the folder you point to has the Handheld\Routes sub folder. Do NOT point directly to the “Routes” folder.
      3. Verify the RMA .EXE Path points to the RMA Root folder.
      4. WARNING: The Adv Comms “Service” runs as the SYSTEM user, unless otherwise specified in the Service properties. IF they are attempting to run ANY of these paths to a Mapped Network drive the service WILL FAIL. The Service will start prior to ANY networking/mapped drives are setup. You WILL need to use a full UNC Path in this case. See the Wiki for info on setting up on a Mapped drive (ASP7 style).
      5. NOTE: Any change to this file requires the “Service” to be restarted.
  7. Set debug Level in AdvCommsConfiguration:
    1. Open the AdvCommsConfiguration.EXE program if it isn’t already open:
      1. Change the Logging Level to “Debug”
      2. Check the "Log to File" box
      3. Select OK to save changes.
      4. Restart the “Service”.
  8. Restart the AdvComms Service. If it still fails:
    1. Open the AdvCommsLog.txt file in the Data Folder and/or the MobileDIErrors.log in the “Logs” folder.
      1. Check the bottom of the file for any errors (- The 'vfpoledb.1' provider is not registered on the local machine.)
        1. If Error from VFP OLE DB, run the “VFPOLEDBSetup.msi” file in the Root of RMA to install it. Make sure when asked who to install this for you choose “EVERYONE” and NOT “Just me”.
        2. IF its already installed (you will be prompted to “repair” upon trying to install. Make sure to UNINSTALL it, then REINSTALL it (to the default location, but make sure to select EVERYONE upon install)
      2. Restart the Service. If fails again:
        1.  Change the Logging Settings to “Console” and save changes.
        2.  Right click on the AdvCommsConsole.exe and select Run As Administrator
        3. This should write out any errors to the screen.
          1. Send these errors, along with all the log files (data folder and logs folder) to Tech Support for review.
          2. If there is a MOBILEDIERRORS.log file in the Logs folder, there is an issue with their DATA. We’ll need it to diagnose along with the errors from the logs.
          3. NOTE: We’ve seen where the Android Handheld asks for an Unlock Code every time, and giving it an override fails. This has happened when the VFP OLEDB program isn’t installed, or has been partially removed. There should be an Error in the Logs about it. There is an install in the RMA root directory for this program. Reinstall it.
  9. Confirm HH has proper network access and proper Adv Comms settings. On the handheld, open the Transfer Parameters Screen and double check these with what the server has. If the your server IP address has changed due to a router change or reset, follow the instructions found here: Set up after a Server IP Address Change.
  10. Confirm the Handheld Class for the Route you are downloading for is set to the proper handheld type. NOTE: If trying to download a CE Route, and its set to “Android” or “Empty” in HH Class, you will get an error on the handheld stating “Can’t check for program updates at this time.” and exit you out of the Morning Card process.
  11. Confirm the User/Password and Time. Check to make sure the user name and password match on the handheld and in Adv Comms config. Also verify that the time on the server and handheld is set correctly for its timezone. You will see the below message if any of these are incorrect.

 

(Error Message: Invalid Advanced Communications Credententials. Please verify the user/password and that the device/server time is correct...)

 

Other program running on the same port

Symptoms

Advanced Comms will not start. Handhelds will not upload/download.

 

Cause

Another program (or Route Manager Test area) is using the same port number as Advanced Comms. 

 

Resolution

Check to see if there is an RMA Test area installed. If so, go into Lists > Routes >  Advanced Communications Configuration and check to make sure the port in the test area is different than that of the Live are.

 

Open an Administrative Command prompt and call:

netstat –ano | findstr “:PORT”

Use the process id from the right hand column from the previous command and call:

wmic process get processid,parentprocessid,executablepath|find "processid"

Run the previous command again on the child process if found to make sure nothing else is holding that open. Do this until there are no new processes found.

Use the task manager to kill all available processes found above or call:

taskkill /pid processed

After all processes have stopped, restart Advanced Comms.

To ensure that Advanced Comms is running please open RMA and navigate to Routes> Advanced Communications Monitor> make sure the Advacned Comms Status is Green as seen below:

 

Issue with Anti-Virus Program

Symptoms

Adv Comms stops working, errors received during posting and other file movement in RMA.

 

Cause

Antivirus is shutting down services for Adv Comms and other resources in RMA or not allowing handhelds to communicate. Antivirus is stopping the traffic flow of RMA to run properly. 

 

Resolution

We recommend setting an exclusion to the RMA folder from all scans and shields. Follow the steps in the link below to do this on Avast: https://www.avast.com/faq.php?article=AVKB168If not using Avast, review your Anti Virus Software Vendors website for more information on how to exclude files, folders and programs.