FW: Fwd: RE: RFID Reader S2 - Portal Hang

on

 

 

From: Nordic ID Support <support@nordicid.com>
Sent: Thursday, August 23, 2018 6:37 PM
To: Jin <jin@intensecomp.com>
Subject: RE: Fwd: RE: RFID Reader S2 - Portal Hang

 

Hi Jin,

 

It seems that there is a really old OS on the Sampo S2, so I recommend that you update the device.

 

From the link below you will download OS 1.3.2 (download entire zip file):
https://nordicid-my.sharepoint.com/:u:/p/support/EdjtgmRruZhDmQ3P2BAV4xQB7twDwTXWFzpluJoVrHVhRg?e=veoVd2

How to check current OS version:

  1. Start your favourite web browser (except Firefox because we have some problems with it)
  2. Log into the device by using device web address that you can find on the device's sticker. The address would then be something like this: https://ar8xxxxx.local
  3. If you can reach the device, you should be prompted for a username and password request. The default configuration is admin & admin
  4. Check the device OS version. You will find it from the System Health or Health page. If it's older than 1.3.2, then you can update the device OS.


 

How to update the device OS:

  1. Log into the device as described earlier.
  2. Click "System Update" and then "Browse...". If the OS version is really old, then "System Update" will be found under "Menu -> System Configuration".
  3. Select os_1.3.2.zip and click the upload.
  4. Wait until you can click "Install update" etc.
  5. Wait, wait and wait...
  6. Wait a bit more...
  7. The waiting is rewarded for notification of success.
  8. Check the OS version from the"Health" page. It should be 1.3.2.

 

If you still have issues with Sampo S2, then please click debug -button and email generated download.zip file to me.

 

If you have any further questions, please don't hesitate to contact us.

 

Best Regards,
Turo Rantanen  |  Technical Support Engineer

Nordic ID | Salo IoT- Campus | Joensuunkatu 7 | FI-24100 Salo | Finland
Skype turo.rantanen  |  Skype for Business turo.rantanen@nordicid.com
Support +358 2 727 7790  |  Service +358 2 727 7791  |  Direct +358 40 838 0284
www.nordicid.com| RFID Arena | Facebook | Twitter | YouTube

 

 

 

From: Jin <jin@intensecomp.com>
Sent: Thursday, 23 August 2018 12.49
To: Nordic ID Support <support@nordicid.com>
Subject: FW: Fwd: RE: RFID Reader S2 - Portal Hang

 

Hi Support,

 

Log files from Nordic ID Sampo S2. Please help to investigate. As mention 2 days ago, the custom application missing from application list and system keep unresponsive until network cable unplug and re-plug again. Reboot button doesn't help either.

 

Regards,

Jin

 

From: suriya@gurusoft.com.sg <suriya@gurusoft.com.sg>
Sent: Thursday, August 23, 2018 5:35 PM
To: 'Jin' <jin@intensecomp.com>
Cc: 'Shawn Chua' <shchua@intensecomp.com>; singhealthwms@gurusoft.com.sg; 'Gurusoft Bala' <bala@gurusoft.com.sg>; boomi@gurusoft.com.sg; 'KC Eng' <kceng@gurusoft.com.sg>; simbengkai@gurusoft.com.sg
Subject: RE: Fwd: RE: RFID Reader S2 - Portal Hang

 

Dear Jin,

Log file is attached.

 

If I may be of any further assistance, please do not hesitate to contact me.

Many Thanks.

Best Regards

 

SuriyaKumar P

 

Gurusoft Pte Ltd

203 Henderson Road, #11-03 Henderson Industrial Park, Singapore 159546 

Tel: (+65) 6274 4171 | Fax: (+65) 6270 8063 | Mobile: (+65) 8263 8617 | Email: suriya@gurusoft.com.sg

Web: www.gurusofttech.com

NOTICE: This e-mail (including any attachments) may contain confidential or legally privileged information. Any unauthorised use, retention, reproduction or disclosure is prohibited and may attract civil and criminal penalties. If this e-mail has been sent to you in error, please delete it and notify us immediately.

Please consider the environment before you print this email.

 

From: Jin <jin@intensecomp.com>
Sent: Thursday, 23 August 2018 11:57 AM
To: suriya@gurusoft.com.sg; 'KC Eng' <kceng@gurusoft.com.sg>
Cc: 'Shawn Chua' <shchua@intensecomp.com>; singhealthwms@gurusoft.com.sg; 'Gurusoft Bala' <bala@gurusoft.com.sg>; boomi@gurusoft.com.sg
Subject: RE: Fwd: RE: RFID Reader S2 - Portal Hang

 

Hi Suriya,

 

After this step (We can see again only after unplug- plug network cable.) can you disable the custom application?

 

Seem like the custom application failed at the network connection and crash. After disabled you should be able to navigate to the System Logging tab. Assume the system not hang again.

 

Regards,

Jin

 

From: suriya@gurusoft.com.sg <suriya@gurusoft.com.sg>
Sent: Thursday, August 23, 2018 11:43 AM
To: 'Jin' <jin@intensecomp.com>; 'KC Eng' <kceng@gurusoft.com.sg>
Cc: 'Shawn Chua' <shchua@intensecomp.com>; singhealthwms@gurusoft.com.sg; 'Gurusoft Bala' <bala@gurusoft.com.sg>; boomi@gurusoft.com.sg
Subject: RE: Fwd: RE: RFID Reader S2 - Portal Hang

 

Hi Jin,

We are unable to disable even we re-boot the portal.

 

We can see again only after unplug- plug network cable.

 

And may I know where to take the log file you mention?

 

If I may be of any further assistance, please do not hesitate to contact me.

Many Thanks.

Best Regards

 

SuriyaKumar P

 

Gurusoft Pte Ltd

203 Henderson Road, #11-03 Henderson Industrial Park, Singapore 159546 

Tel: (+65) 6274 4171 | Fax: (+65) 6270 8063 | Mobile: (+65) 8263 8617 | Email: suriya@gurusoft.com.sg

Web: www.gurusofttech.com

NOTICE: This e-mail (including any attachments) may contain confidential or legally privileged information. Any unauthorised use, retention, reproduction or disclosure is prohibited and may attract civil and criminal penalties. If this e-mail has been sent to you in error, please delete it and notify us immediately.

Please consider the environment before you print this email.

 

From: Jin <jin@intensecomp.com>
Sent: Thursday, 23 August 2018 11:27 AM
To: suriya@gurusoft.com.sg; 'KC Eng' <kceng@gurusoft.com.sg>
Cc: 'Shawn Chua' <shchua@intensecomp.com>; singhealthwms@gurusoft.com.sg; 'Gurusoft Bala' <bala@gurusoft.com.sg>; boomi@gurusoft.com.sg
Subject: RE: Fwd: RE: RFID Reader S2 - Portal Hang

 

Hi Suriya,

 

You might need to disable your custom application before you retrieve the log file. The custom application might crash and cause the whole system not responsive.

 

Regards,

Jin

 

From: suriya@gurusoft.com.sg <suriya@gurusoft.com.sg>
Sent: Thursday, August 23, 2018 11:12 AM
To: 'KC Eng' <kceng@gurusoft.com.sg>; 'Jin Chua' <jin@intensecomp.com>
Cc: 'Shawn Chua' <shchua@intensecomp.com>; singhealthwms@gurusoft.com.sg; 'Gurusoft Bala' <bala@gurusoft.com.sg>; boomi@gurusoft.com.sg
Subject: RE: Fwd: RE: RFID Reader S2 - Portal Hang

 

Dear Sir,

Log screen also hang as below.

 

 

If I may be of any further assistance, please do not hesitate to contact me.

Many Thanks.

Best Regards

 

SuriyaKumar P

 

Gurusoft Pte Ltd

203 Henderson Road, #11-03 Henderson Industrial Park, Singapore 159546 

Tel: (+65) 6274 4171 | Fax: (+65) 6270 8063 | Mobile: (+65) 8263 8617 | Email: suriya@gurusoft.com.sg

Web: www.gurusofttech.com

NOTICE: This e-mail (including any attachments) may contain confidential or legally privileged information. Any unauthorised use, retention, reproduction or disclosure is prohibited and may attract civil and criminal penalties. If this e-mail has been sent to you in error, please delete it and notify us immediately.

Please consider the environment before you print this email.

 

From: KC Eng <kceng@gurusoft.com.sg>
Sent: Tuesday, 21 August 2018 8:08 PM
To: Jin Chua <jin@intensecomp.com>; Suriya <suriya@gurusoft.com.sg>
Cc: Shawn Chua <shchua@intensecomp.com>; 'singhealthwms@gurusoft.com.sg' <singhealthwms@gurusoft.com.sg>; Gurusoft Bala <bala@gurusoft.com.sg>; boomi@gurusoft.com.sg
Subject: Re: Fwd: RE: RFID Reader S2 - Portal Hang

 

Hi Suriya,

Any feedback on the log?

Best Regards,

KC Eng

Gurusoft Pte Ltd

203 Henderson Road, #11-03 Henderson Industrial Park, Singapore 159546

Tel: (+65) 6270 8083 | Fax: (+65) 6270 8063 | Mobile: 9185 9656 | Email: kceng@gurusoft.com.sg

Web: www.gurusofttech.com

NOTICE: This e-mail (including any attachments) may contain confidential or legally privileged information. Any unauthorised use, retention, reproduction or disclosure is prohibited and may attract civil and criminal penalties. If this e-mail has been sent to you in error, please delete it and notify us immediately.

Please consider the environment before you print this email.

On 21/8/2018 7:54 PM, Jin Chua wrote:

Hi KC,

I'll check with Nordic ID as soon as possible. Based on your screen shot it seem like your application crash. Do you have your application error log?

I'll get back to you once I got feedback from Nordic ID.

Regards,

Jin

From: KC Eng <kceng@gurusoft.com.sg>
Sent: Tuesday, August 21, 2018 7:36:32 PM
To: Suriya; jin@intensecomp.com
Cc: Shawn Chua; 'singhealthwms@gurusoft.com.sg'
Subject: Re: Fwd: RE: RFID Reader S2 - Portal Hang

 

Hi Jin,

We have deployed the reader at the customer place for about few month now,

and we notice that, the program that we deploy into the Reader sometime will "disappear"

in the reader under the Application Management.

Even if we remotely restart the device,  the application still does not appear, and we miss

all the card read.

But if we disconnect from the POE switch, and reconnect back the network,

the application appear, and program working after restart.

This is a very serious problem, because of this, customer think that our solution is not working.

Please feedback to Nordic, and advise us. Thanks.

Suriya,

Please add on if you have other feedback. Thanks.

 

Best Regards,

KC Eng

Gurusoft Pte Ltd

203 Henderson Road, #11-03 Henderson Industrial Park, Singapore 159546

Tel: (+65) 6270 8083 | Fax: (+65) 6270 8063 | Mobile: 9185 9656 | Email: kceng@gurusoft.com.sg

Web: www.gurusofttech.com

NOTICE: This e-mail (including any attachments) may contain confidential or legally privileged information. Any unauthorised use, retention, reproduction or disclosure is prohibited and may attract civil and criminal penalties. If this e-mail has been sent to you in error, please delete it and notify us immediately.

Please consider the environment before you print this email.

 

 

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