Troubleshooting

This section covers common issues related to HandiFox, QuickBooks connections, handheld device synchronization, scanning, and miscellaneous problems.

Installation

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QuickBoooks Connection and QuickBooks Synchronization

This section covers common issues and solutions related to connecting HandiFox to QuickBooks and synchronizing data between QuickBooks and your handheld devices.

Restore the Connection Between HandiFox and QuickBooks

Problem: Sometimes you may notice that transactions or other data created or updated on handheld devices:

• Do not upload to QuickBooks
• Do not download from QuickBooks to the handheld device
• Warning messages in HandiFox Monitor, such as:

 *Connecting to QuickBooks under user x (repeated several times without connecting)
 *Cannot connect to QuickBooks
 *Cannot connect to ComAdapter.exe

These issues indicate that HandiFox is having trouble connecting to QuickBooks through the ComAdapter.

Solution: Restoring the connection is straightforward by restarting the ComAdapter (ComAdapter.exe).

Steps:

1. Open Task Manager on your computer.
2. Go to the Details tab.
3. Locate ComAdapter.exe in the list of processes.
4. Right-click ComAdapter.exe and select End Task or End Process Tree.
5. Navigate to the HandiFox installation folder (usually C:\Program Files (x86)\Tecom Group\HandiFox)
6. Launch ComAdapter.exe manually by double-clicking the file.

Note: After performing this procedure, the HandiFox menu in QuickBooks will not respond. To restore access to HandiFox functions within QuickBooks, simply restart QuickBooks.

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QuickBooks Permission Errors

If you see error messages like:
"Failed to get ... Insufficient permission level to perform this action"
It means the current logged-in QuickBooks user lacks the minimum permissions required for HandiFox to function properly.

Solution:
Log in as a QuickBooks Admin and grant the necessary permissions to the users who log in to the company file on the computer where HandiFox is installed. Granting new permissions can be done via Company → Users → Set Up Users and Roles...
Below is a summary of the minimum permissions a QuickBooks user should have to ensure the proper functioning of HandiFox.

List of Permissions

Area	Activities	Access Level
ACCOUNTING
General Journal		VIEW
BANKING
Checks		VIEW
Credit card charges		VIEW
CENTERS
Customer center		FULL
Vendor center		FULL
CUSTOMERS & RECEIVABLES
Credit card refunds		VIEW
Credit Memos		FULL
Invoices		FULL
Receive Payments		FULL
Sales Orders		FULL
Sales Receipts		FULL
Statement Charges		VIEW

Area	Activities	Access Level
LISTS
Chart of Accounts		VIEW (without balances)
Customer & Vendor Profile: Sales Rep List Terms List		VIEW VIEW
Inventory Site List		FULL
Item List		FULL
Other Names List		VIEW
Price Level List		VIEW
Price Rule List		VIEW
SALES TAX
Sales Tax Code List		VIEW
VENDORS & PAYABLES
Adjust Quantity on Hand		FULL
Build Assemblies		FULL
Enter Bills		VIEW
Item Receipts		FULL
Purchase Orders		FULL
Transfer Inventory		FULL

Tip: Creating a role and assigning it to each user who logs into the company file on the computer where HandiFox is installed is easier and more efficient than granting individual permissions to each user. This role should include all the permissions required for HandiFox to synchronize properly with QuickBooks. Once assigned, all users with this role will have the necessary access, simplifying administration and ensuring consistent permissions.

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Handheld Synchronization

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Scanning

Zebra Scanners

Scanner does not find or pick items after reinstalling/updating the mobile app or clearing data.

Solution:

1. Go to Admin → Settings → Select scanner.
2. Check the input field to the left of the Scan Bluetooth button:
   1. If it says DataWedge, proceed to re-enable the profile.
   2. If it does not say DataWedgeBold text, you can manually input DataWedge (capital D, capital W).
3. Tap Save and test your scanner.

The DataWedge profile can only be re-enabled if it has not been deleted.

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Known problems that may arise when testing if your scanner works in HandiFox

Problem	Tips
The scanner doesn't recognize the barcode at all (doesn't beep).	The barcode label could be damaged or poorly printed, so it is not readable. Try another one. Also see the next problem.
The scanner fails to recognize all or a large part of your product labels.	Perhaps the correct decoder for your label type is not active. Go back to the profile in DataWedge, find the Barcode Input section and tap on Decoders. Enable more decoders (perhaps all of them, just in case).
The scanner beeps when reading a barcode, but nothing happens in HandiFox (literally nothing at all).	Double-check the settings of your HandiFox profile in DataWedge, especially the Intent Action Name Intent Action Name: com.motorolasolutions.emdk.handifox.recvr (no spaces at the beginning or in between characters!) .
After scanning an item, its product code gets entered in the search field in HandiFox.	Go back to the HandiFox profile in DataWedge and make sure Keystroke Output is disabled.
When scanning labels, HandiFox always gives the "Cannot find scanned item" message for all your products.	You need to assign correct barcodes to your products in HandiFox. Click here to learn about assigning barcodes in HandiFox

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Miscellaneous

Issues assigning device after reinstalling, updating or clearing data up

Select Site Looping

If you're unable to assign your handheld device after reinstalling or updating the handheld mobile application or clearing its data up and, the synchronization loops, prompting you to assign it to a site/location, you need to assign it to a specific site in HandiFox's Integrated Module. In QuickBooks, go to File → HandiFox → Handheld Device Manager, mark the checkbox on the left of the device to which you want to assign a site/location and, click on Change Site to assign the device to a specific site/location.

If the device's not highlighted in red and displays the name of site under the column Site and, you want to assign/changing it to a different site, the following warning will pop-up and, you'll need to reinstall the application or clear its data if you proceed with the operation (confirm) in order to continue synchronizing data. See pics bellow

We recommend switching sites directly from the handheld device on the Synchronization screen to avoid having to reinstall the application or clear its data and, losing any unsynchronized data. Click here to know more about Switching Sites.

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How to Launch Task Manager

Option 1: Keyboard Shortcut (Fastest)

• Press Ctrl + Shift + Esc simultaneously.

Option 2: Ctrl + Alt + Delete Screen

• Press Ctrl + Alt + Delete simultaneously.
• Select Task Manager from the menu.

Option 3: Right-Click Taskbar

• Right-click an empty area on the taskbar.
• Select Task Manager from the context menu.

Option 4: Start Menu Search

• Click Start or press the Windows key.
• Type Task Manager and press Enter or click the app.

Option 5: Run Dialog

• Press Windows key + R to open the Run dialog.
• Type taskmgr and press Enter.

Option 6: Command Prompt or PowerShell

• Open Command Prompt or PowerShell.
• Type taskmgr and press Enter.

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