Frequently Asked Questions

Common troubleshooting steps for the Ramp Retail Application

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General Issues

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I’m unable to log in to the Ramp Retail Application

Issue

• The user is unable to login to the device.
• Users may notice that the status is offline above the Login button.
• A notification mentioning that login credentials are incorrect. 

Cause

• User credentials are incorrect.
• The device is not connected to an active network connection and so is unable to log in.
• The server URL is incorrect and is unable to connect to the correct server.

Resolution

• User credentials need to be updated by the RAMP Support Team. Contact the RAMP Support Team for further assistance.
• The device will need to be connected to a working Wi-Fi connection and/or SIM network.  If done correctly, the Status field should display Online if connected.
  
  
  
  
• The server URL will need to be reconfigured to match the correct server.
  • From the login page, press on the Settings icon located on the bottom-right of the login page.
  • By default, the URL should https://locafi-retail-api.azurewebsites.net
  • If a custom URL has been set, contact the RAMP Support Team for further information on what URL should be present.

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My device is saying that it is unregistered

Issue

• The user is unable to use the RFID reader for any aspect of the application.
• The user is notified that the device is not registered when attempting to use the RFID reader. 

Cause

• The device has not been registered or has been unregistered within the application settings. 

Resolution 

• The device will need to be registered prior to being used for other aspects of the application.
  • Swipe in from the left side of the screen to reveal the menu.
  • Press Settings then Applications to continue.
    
    

• • The license section will list the current license status of the device. If it is unregistered, continue to the next steps.
    • If it is registered but you’re unable to use the RFID reader, continue to the Unable to Scan Items troubleshooting section.
  • To register the application, press the Register button.
    
    
    
    • The license section will now show the device as registered.
  • Press Save to continue.

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I’m unable to scan using the RFID reader

Issue

• The user is unable to scan RFID tags during a cycle count.
• The user is unable to scan RFID tags during a stock adjustment.
• The user is unable to scan RFID tags during a Geiger search.
• The user is unable to scan RFID tags whilst completing an order.
• The user is unable to scan RFID tags while fast tagging or manual tagging. 

Cause

• The RFID reader may have been disconnected and was unable to reconnect. 

Resolution

• The user will need to re-enable the RFID reader prior to using the RFID reader during any aspect of the application
  • Swipe in from the left side of the screen to reveal the menu.
  • The RFID icon at the bottom of the menu will display the current connection status. If it is crossed out, the RFID reader is currently disconnected.
    
    
    
    
  • Tap on the RFID icon at the bottom of the menu. The app will attempt to reconnect to the RFID reader.
    • If successful, the RFID icon will return to normal.
    • If unsuccessful, restart the device and attempt the troubleshooting steps again.
      • If the device continues to refuse to connect with the RFID reader, contact the RAMP Support Team for further troubleshooting

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I’m unable to scan using the barcode reader

Issue

• The user is unable to scan barcodes during a cycle count.
• The user is unable to scan barcodes during a stock adjustment.
• The user is unable to scan barcodes whilst searching or completing an order.
• The user is unable to scan barcodes while fast tagging or manual tagging. 

Cause 

• The barcode reader may be disconnected and was unable to reconnect. 

Resolution

• The user will need to re-enable the barcode reader prior to using the barcode reader during a cycle count.
  • Swipe in from the left side of the screen to reveal the menu.
  • The barcode icon at the bottom of the menu will display the current connection status. If it is crossed out, the barcode reader is currently disconnected.
    
    
    
    
  • Tap on the Barcode icon at the bottom of the menu. The app will attempt to reconnect to the barcode reader.
    • If successful, the barcode icon will return to normal.
    • If unsuccessful, restart the device.

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I'm scanning too many items

Issue

• The user is over-scanning items against orders.
• The user is over-scanning items against stock adjustments.

Cause

• Over-scanning is caused by having the RFID power set too high. As a result, items that weren’t intended to be scanned will be read by the RFID reader.

Resolution

• The RFID power will need to be adjusted to suit the application.
  
  • If the user intends to scan a limited number of items or limit the range in which RFID tags are read, a lower power is recommended (10 dBM or lower). This would be suitable for order fulfillment and stock adjustments.
    • If the user finds that they're unable to scan all items at the given power, the user can adjust the power setting to suit the application.
• To adjust the current RFID power settings:
  • Swipe in from the left side of the screen to reveal the menu.
  • Press Settings and then Reader Settings to continue.
    
    
    

 

• • Several power settings can be adjusted by the relevant power sliders. The Read Power option will need to be adjusted according to the desired results.
    • Slide to 10 dBM for low-power applications.
    • Slide to 30 dBM for high-power applications.
  • Press Save to continue.

• To adjust the High Power/Low Power presets for Stocktake and Orders:
  • Swipe in from the left side of the screen to reveal the menu.
  • Press Settings to continue.
  • Press Stocktake or Orders to adjust the relevant power setting presets.
    
    
    
    
    
    
  • Slide the High Read Power and Low Read Power settings to the desired levels.
  • Press Save to continue.
• To adjust the RFID power level during Stocktake/Orders/Geiger Search/Stock Adjustment:
  • It is recommended to not be scanning whilst adjusting the power settings. To do so, tap the trigger once to stop the RFID reading.
  • Tap the RFID Icon located towards the top-right to enter the RFID power settings.
    
    
    
    
    
  • Adjust the Read Power slide to the desired results.
  • Press Save to continue and return to Stocktake/Orders/Geiger Search/Stock Adjustment.

 

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I'm not scanning enough items

Issue

• The user is under-scanning items within stocktakes.

Cause

• Under-scanning is caused by having the RFID power set too low. As a result, items that may be scanned may not be scanned since the power was not high enough for the given distance.

Resolution

• The RFID power will need to be adjusted to suit the application.
  • If the user intends to scan a large number of items over a larger area, a higher power is recommended (30 dBM). This would be suitable for stocktaking and Geiger searching.

• To adjust the current RFID power settings:
  • Swipe in from the left side of the screen to reveal the menu.
  • Press Settings then Reader Settings to continue.
    
    
    
    
    
    
  • Several power settings can be adjusted by the relevant power sliders. The Read Power option will need to be adjusted according to the desired results.
    • Slide to 10 dBM for low-power applications.
    • Slide to 30 dBM for high-power applications.
• To adjust the High Power/Low Power presets for Stocktake and Orders:
  • Swipe in from the left side of the screen to reveal the menu.
  • Press Stocktake or Orders to adjust the relevant power setting presets.
    
    
    
    
    
    
  • Slide the High Read Power and Low Read Power settings to the desired levels.
  • Press Save to continue.
• To adjust the RFID power level during Stocktake/Orders/Geiger Search/Stock Adjustment:
  • It is recommended to not be scanning whilst adjusting the power settings. To do so, tap the trigger once to stop the RFID reading.
  • Tap the RFID Icon located towards the top-right to enter the RFID power settings.
    
    
    
    
  • Adjust the Read Power slide to the desired results.
  • Press Save to continue and return to Stocktake/Orders/Geiger Search/Stock Adjustment.

 

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Stocktake Issues

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I’m unable to start a stocktake

Issue

• The user is prompted to start a stocktake but is unable to progress.

• The user is additionally unable to press Start Stocktake to manually initiate a stocktake.

Cause

• The user currently has the Sub-Locations Only setting enabled, so only Sub-Locations can be selected as a location to be started for stocktakes. If the current location set on the device has no sub-locations present, the user will encounter this issue.

  • Sub-Locations Only is designed to prevent the user from starting stocktakes at locations that only serve to group a set of locations together.

  • e.g., A parent location called NSW may have multiple sub-locations called Store A Store B, etc... However, we wish to only perform stocktakes at the stores, not at the parent location.

• If the user does not have Sub-Locations Only enabled, then there is already an active stocktake present at the set location, and can be resumed from the same screen.

Resolution

• If Sub-Locations Only is enabled, the user will need to change the location of the handheld to the parent location.
  • Swipe in from the left side of the screen to reveal the menu.
  • Press Settings then Application to continue.
    
    
    
    
  • Press Application to continue.
    
    
    
    
  • To select a new location, press on the button adjacent to Default Place.
    
    
    
    
  • Search for the new location and tap on the location to continue. It should be noted that the new location should be the Parent location of the location we wish to stocktake.
    • E.g., RAMP is the parent location of RAMP Warehouse so I would set my new location to be RAMP.
  • Press Save to continue.
• If Sub-Locations Only is not enabled, the user will need to continue the existing stocktake or delete the existing stocktake to start another stocktake.
  • To delete a stocktake, tap on the existing stocktake to continue.
  • Upon entering the stocktake, tap on the 3 dots located in the top-right of the screen.
    
    
    
    
  • Press Delete to delete and then Yes to confirm and continue.
     
    

• • You will be returned to the main screen.

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I want to perform a blind stocktake instead

Issue

• User wishes to start a blind stocktake instead of a normal stocktake. 

Cause

• The user doesn’t have the Blind Stocktake setting enabled. 

Resolution

• The user will need to enable the Blind Stocktake option enabled under Stocktake Settings.
  • Swipe in from the left side of the screen to reveal the menu.
  • Press Settings and then Stocktake to continue.
    
    

• • Enable the toggle next to Blind Stocktakes.
    
    
    
    
  • Press Save to continue.
  • Return to an existing stocktake or start a new stocktake to confirm.
• If the user is unable to start a stocktake after enabling this setting, please see I’m unable to start a stocktake for additional troubleshooting.
  
  

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My stocktake automatically closed upon uploading my data

Issue

• The user presses Submit to submit their data but is automatically returned to the main screen to complete the stocktake.

Cause

• The user currently has Stocktake Mode set to SingleScan instead of MultipleScan.

  • SingleScan will only allow the user to perform a single scan and submission against an open inventory. Upon submitting the scan, the inventory is automatically processed, completed, and closed without requiring user input.

  • MultipleScan will allow the user to perform multiple scans and submissions against an open inventory. Upon submitting the scan, the inventory will remain open for inspection by the user

Resolution

• If the user has set the Stocktake Mode to Single Scan, no further action is required. This behavior is correct and intentional.

 

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Integration Issues 

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My orders are not appearing on the device

Issue

• Sales orders imported into StarshipIt are not appearing on the device to complete.

• Purchase orders placed in Inventory Planner are not appearing on the device to complete.

Cause

• The integration service is not running correctly and is not importing orders.

• The sales orders have not been imported correctly.

• Unknown SKUs are present as part of the Sales/Purchase orders and are being rejected.

Resolution

Stock Adjustment Issues

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The device is lagging whilst scanning items

Issue