Skip to content
English
Go to www.advantageroute.com
  • There are no suggestions because the search field is empty.

Unable to Download or Upload on Handheld V7

 Overview

You may run into Handheld issues where the route will not upload/download due to bad route ID, error connecting to the server, no data to transfer, etc. This article will go over the different troubleshooting methods you can use for these errors.

Bad Route ID
  1. On the handheld, review which route you are downloading for.
  2. In RMA, go to lists>Routes>Route Master.
  3. Click on the calendar icon to view all routes within the system.
  4. Confirm if the route ID you are typing in on the handheld is the same as what is shown in route master.
  5. Note: This error usually happens if a zero is mistakenly typed in as the letter O and vice versa.
  6. If the route name is accurate and you are still receiving the error, make sure the route is not marked as inactive on the Route Master Screen.
  7. If it is inactive, you will need to use another route or uncheck that box so the route is active again.
  8. If these steps do not correct the error, continue through the other processes.
Error Connecting to Server

When you receive an Error Connecting to Server message on the handhelds, there are a number of things that can cause this to happen. Advanced Communications down, incorrect IP addresses in your handheld/rma system, bad internet/data connection, server reboots, ports not being open for the server/IP etc.

The following sections will help you to troubleshoot/review each item that may be causing this error.

Advanced Communications Down

  1. In RMA go to Route>Advanced Communications Monitor.
  2. Check to see if Advanced Communications line is Red.
  3. If it is Red, you will need to open your Task Manager and go to the Services tab.
  4. In this tab you will find the "Open Services" option at the bottom left hand corner.
  5. In the window that populates, search for: ARS.AdvComms and ARS.AdvComms Watchdog services and see if they are running.
  6. If they are not running, right click on the service and select "restart".
  7. Once restarted, check the Advanced Communications Monitor again to see if it's green.
  8. If the bar is green but you still get a connection error, proceed with the next steps.

Wifi/Data Connection

  1. Check to see if the handheld is using Data or Wifi.
    • Wifi:
    • Data:
    • Note: For data it could also say 4G, 3G, LTE.
  2. If you are using either and there are less than 3 bars like the above image, you will want to talk to your data provider or go to a location that has a stronger signal in order to download.
  3. If you have 3 or more bars, open up a web browser and input a website that you may have not searched before.
    • Ex: ismyportopen.com
    • NOTE: You should not use a website you have used previously before like youtube.com or google.com since this can be stored in your cache data and may not accurately prove that there is an internet connection issue.
  4. If the website comes up successfully, your internet/data is most likely not the problem and will need to look into the other troubleshooting measures.
  5. If it does not come up successfully or says "cannot connect", you will need to contact your ISP to see if there are any outages and have them assist with your tablets connection.

Server Reboot/IP Address Change

If your server recently rebooted unsafely or there was a power outage etc, there is a good possibility that your IP address has changed. This will cause issues with your handhelds communicating to the server if not updated properly.

If you are using a static IP address and your ISP has not informed you of any changes they made on their end then this can also cause issues with your handhelds communicating to the server.

Use the following processes to confirm the IP addresses are current.

Internal IP Address Change

  1. Connect to your server computer and click on the start button.
  2. Type "command prompt" to open up the application.
  3. Once open, type in: ipconfig and then press enter.
  4. A list of information will populate and you will want to look for the IPV4 line to see what your Internal IP address is.
  5. After locating the IPv4 numbers, go to your handheld Transfer Parameters.
  6. Confirm that the top line is matching what you see in the command prompt.
  7. If it is not, you will need to update it on the handheld as well as in the Handheld Class>GPRS tab in RMA.
    • Most likely the server rebooted or there was a power outage and a new IP address was assigned.

External/Static IP Address Change

If you have a Static IP Address that you are using, then you will need to confirm that it has not changed as well.

Normally the Static IP is input on the "Alternative Address" line and is used for drivers that upload/download away from the main office.

To confirm that this has not changed, use the following steps:

  1. Open up a web browser on your server and go to Ismyportopen.com.
  2. You will notice an IP Address that fills in automatically in the field.
  3. That is reflecting your current external IP Address.
  4. If the port is different from your handhelds, that means your ISP has changed the Static IP and you will need to replace it with the current one in your communications tab as well as your Handheld's Transfer Parameters.
  5. You will also want to update it in RMA under Lists>Routes>Handheld Class>GPRS tab.
    • Note: Make sure to update it for all handheld classes that need it.
  6. You will also want to confirm that the port was properly opened for this IP by inputting the port number you are currently using on the handhelds and clicking on the "check" box.
  7. If the response back does not say "Open" and instead says "Closed", you will need to contact your ISP in order to have them open up the port for your Static IP Address.
  8. If it does show as "Open", attempt to download with the correct Static IP and Port you see on the website.
  9. If an error still occurs, contact Support for further assistance.

Port Setup

If your system is using and Internal IP Address and the port being used does not allow you to run Advanced Communications, it is most likely due to the port rules in the Windows Defender Firewall.

To confirm that the port is properly opened up on the server for Advanced Communications, you will need to do the following steps:

  1. In RMA go to Lists>Routes>Advanced Communications Configurations.
  2. Grab the Port Number showing on the Info tab.
  3. Go to the Start button on the server and type in "Windows Defender Firewall".
  4. Open the App and select "Advanced Settings".
  5. Select "Inbound Rules".
  6. Look for the _advcomms rule.
    • NOTE: This may also say advcomms, adv, or mangomobile. If you are having trouble finding the correct rule, contact our Support team.
  7. Double click on it and go to "Protocols and Ports".
  8. Confirm that the Port range shown above has the port number included on the Transfer Parameters you are using.
  9. If the Port number is not included, you will need to update that range and save.
  10. If the Port is included and the IP address is correct, contact Support for further troubleshooting.
Invoice Allocation Error

Sometimes the Advanced Communications Monitor will show an error that says "Invoice Allocation Error". This means that there is a user in the system either modifying a branch window or a route on Master Route. These windows cannot be in modify mode when downloading or uploading.

  1. Go to the customers Advanced Communications Monitor. Routes>Advanced Communications Monitor
  2. Check to see if they have the "Invoice Allocation Error" message like above.
  3. If they do, have the user check with all staff to make sure everyone has closed out of modify mode for Branch Setup and Route Master.
  4. Once all windows are closed, have the user download again.