1) Time/Date - 7/20/2011

2) Response time - 1 day

3) Product - MC5574

4) OS Version - WM6.5 BSP38

5) Clarify Case # 2400326 TA presented the following issue: (see attached .jpg) ***************************
ISSUE: CUSTOMER REPORTS PROBLEMS WITH THE CAMERAS ON THESE UNITS.  SPECIFICALLY BLURRY PICS.   PROBLEM IS INTERMITTENT BUT PERSISTENT.  AXA Mexico is the customer.
 
1.       Complete Model number of the MC5574 - MC5574-PZCDUQRA9WR
2.       SN of the MC5574 - 10244521403961
3.       What BSP level are they using - BSP03.38.0004 w/ Spanish Localized image
4.       Did  the customer use Pictures and Video and see the issue?  Issue can be seen in Pictures and Video
5.       Did the customer install these patches?
 

MC55XX WM6.x - Camera zooms out in bright light - SPR 19166

Product Fix

N/A

January 2011

Camera Performance Update - SPR 17487

Product Fix

N/A

August 2009

 
The second patch should be rolled in later builds but just check to be sure.
 
All available patches where installed without success.

 
6.       If not done yet, remove the plastic film over the camera - Done
7.       Review the User page 77, on Taking photos.  The user might have moved/pulled the camera away..
http://support.symbol.com/support/search.do?cmd=displayKC&docType=kc&ex… 0 239048885 – N/A since the issue can be seen/reproduced easily
8.       How many failures are they seeing with this issue?  Total MC5574 deployment? More than 70% of the devices are presenting this failure in a random manner. The installed base of the client is 500 units
9.       What is the repair history on this device?
 
All the reported devices were brand new (OTB).

10.   How long was it working before the failure was observed?
 
Since the beginning of the operation the camera was failing.
 

 
 
 
 
As a thought on this failure, we started to see this rate of failure once the MC55 was updated to WM 6.5. With WM 6.1 there was minimum the incidence of this issue so we tend to think that the problem could be the driver for WM 6.5. *********************
I’ve attached a photo of my ID taken with an MC55 with WM 6.1 (Img001.jpg) and with exactly the same terminal upgraded to WM 6.5 (Img002.jpg) under same illumination and conditions.
The only thing I noticed is that img001.jpg (using Wm6.1) has a bigger .jpg size which would account for the clearer image.  Was there a change in the camera settings/drivers (WM6.5)  that would account to this?