The errors you pointed out are normal behavior from what I have seen. For the WCSRV errors, I know for sure that these are not actual errors. This means that an application made an API call to Fusion while the WLAN radio is off.  This happens when emscript logs it's heartbeat messages and also anything else (App Center probably makes periodic calls). I'm not as familiar with the meaning of the PBC log message, but it is normal on the device.

response to your questions.
Jeffrey,

 

My answers are in red-

 

 

2) Motorola Support request that you run one unit without AppCenter for one or two days? This would help confirm AppCenter as the root cause or not. The ideal test would be to flash a device back to its factory default state and just install your application manually and try to reproduce the problem. Please let us know if that is at all possible.

 

Will have to check on this one -

 

3) Motorola has some questions based on the logs provided earlier. Those questions are:

 

a)      Is the “Lockup” a true device lockup where nothing works at all, or is only the application locked-up?

Yes, nothing is responsive that is why they are rebooting the device – then it return to normal for a period of time.

 

b) Having trouble matching up the reported times with the reboot incidents in the logs. There may be a time discrepancy between the logs and the reported times or maybe the reboots happen on different units but the time are given for all of them? For example, the log has a reboot taking place at 8:29am, but that does not coincide with any of the reported times (9:38AM, 9:52AM, 10:20AM, 10:29AM, 11:18AM, 11:26AM, 11:35AM, 11:40AM, 12:00PM). Are the times given in two different time-zones or is there another known reason for the apparent time shift? Basically looking for any thoughts you have on this.

 

The times: (9:38AM, 9:52AM, 10:20AM, 10:29AM, 11:18AM, 11:26AM, 11:35AM, 11:40AM, 12:00PM)  were provided for the device the logs were from – the times may be approximate of the actual issue. They were given to me by the site location

 

Yes all times maybe in different time zones since the log files came from a branch on the east coast then their times will be with EST standard times. The accuracy of the times are unknown as the driver gives that information to the dispatch and then they give it to me so I would treat them only as approximates

 

c) At 8:08 the unit is placed on a charger and at the same time the WWAN connection is lost. Is the application lockup a connection issue? If unknown, could it be?

 

No, the connection is not lost when put on the charger in almost all cases.

 

Only one site was reporting that the wireless connection has been disconnected and that is suspected that our app does not depict the single 100% of the time.

 

On further investigation of this report we found when device is placed on the truck charger the wireless connection has maintained without issue.

 

The WWAN is not lost, and it does not seem to be a connection issue we have had AT&T network team look into it and have stated they have reset the service and checked and/or replaced all faulty equipment. The issue still remains.

 

Chris Kubica

thank you Dave for your response. I have sent your comments to the TA pointing out that the logs don't match the times. I have asked for clarification. They have sent me more logs and the times don't match as well but I am trying to prove that issue is not with appcenter. i requested the customer test without appcenter on the device. I do see errors in the RTLogs wondering if they are contributing factors.

zip1

1542662, 2013-04-23, 19:29:34, 0cbb030eh, 6021583ah, PBC::IRC didn't find(apiid : 73) 1542663, 2013-04-23, 19:29:34, 0cbb030eh, aae40132h, WCSRV:: No Adapter, WCS_OID 75 called  1542664, 2013-04-23, 19:29:34, 4b9c1656h, aae40132h, eMscript TimeStamp: 4/23/13 7:29:34 PM  1542665, 2013-04-23, 19:29:34, 4b9c1656h, aae40132h, 4/23/13 7:29:34 PM,99,4191,170,25.0,100,3182,NO REG KEY,4,64,68050944,479037440,81854464,22,18,AppCenter.exe,10.50.5.  1542666, 2013-04-23, 19:29:34, 4b9c1656h, aae40132h, 122 [SYMBOLAPPCENTER],1,8,10.50.5.122;10.5.133.214,10.50.5.121;10.5.133.1,2280,3494,0,0,1,UMTS ,-59,Cell ID: 7664296  1542667, 2013-04-23, 19:29:34, 4b9c1656h, aae40132h, 8 ::Location Area Code: 26512::Mobile Network Code: 410::,0,0,,0,Not Found,N/A,0,5,203,Power resumed. Reason POWER S  1542668, 2013-04-23, 19:29:34, 4b9c1656h, aae40132h, uspended at Unknown dwEventData 0x0 Suspended at 23/4/2013 16:04:12 Time suspended emGetSuspendTime : 0 days 3:25:13  1542669, 2013-04-23, 19:29:38, 0cbb030eh, 6021583ah, PBC::IRC didn't find(apiid : 73) 1542670, 2013-04-23, 19:29:38, 0cbb030eh, 0afc0be6h, WCSRV:: No Adapter, WCS_OID 75 called  1542671, 2013-04-23, 19:29:38, 4b9c1656h, 0afc0be6h, eMscript TimeStamp: 4/23/13 7:29:38 PM  1542672, 2013-04-23, 19:29:38, 4b9c1656h, 0afc0be6h, 4/23/13 7:29:38 PM,99,4191,169,25.0,100,3182,NO REG KEY,4,65,67878912,479035392,81  1542673, 2013-04-23, 19:29:38, 4b9c1656h, 0afc0be6h, 854464,22,18,AppCenter.exe,10.50.5.122 [SYMBOLAPPCENTER],1,8,10.50.5.122;10.5.133.  1542674, 2013-04-23, 19:29:38, 4b9c1656h, 0afc0be6h,

zip2

151930, 2013-04-23, 18:49:26, ccbb030eh, 60586fdeh,      m_dwRegStatus= 2   151931, 2013-04-23, 18:49:27, ccbb030eh, 8a80e482h, WCSRV:: No Adapter, WCS_OID 75 called  151932, 2013-04-23, 18:49:30, ccbb030eh, 8a80e482h, WCSRV:: No Adapter, WCS_OID 75 called  151933, 2013-04-23, 18:49:33, ccbb030eh, c0132c2eh, SMC::ME Invalid events we didn't reg for!! Event ID=7 151934, 2013-04-23, 18:49:33, ccbb030eh, 8a80e482h, WCSRV:: No Adapter, WCS_OID 75 called  151935, 2013-04-23, 18:49:34, ccbb030eh, cb3c8d76h, NBC::UST m_dwSystemType=256 hdr_hybrid=1 hdr_srv_status=4 sys_mode=5 bs_p_rev=1 pInfo->cell_srv_ind.hs_ind=0 pInfo->cell_srv_ind.hs_call_status=3 151936, 2013-04-23, 18:49:34, ccbb030eh, cb3c8d76h,      m_dwRegStatus= 2   151937, 2013-04-23, 18:49:37, ccbb030eh, 8a80e482h, WCSRV:: No Adapter, WCS_OID 75 called  151938, 2013-04-23, 18:49:40, ccbb030eh, 8a80e482h, WCSRV:: No Adapter, WCS_OID 75 called  151939, 2013-04-23, 18:49:43, ccbb030eh, 8a80e482h, WCSRV:: No Adapter, WCS_OID 75 called  151940, 2013-04-23, 18:49:45, ccbb030eh, 8ba3285eh, NBC::UST m_dwSystemType=256 hdr_hybrid=1 hdr_srv_status=4 sys_mode=5 bs_p_rev=1 pInfo->cell_srv_ind.hs_ind=0 pInfo->cell_srv_ind.hs_call_status=0

zip3

1471922, 2013-04-23, 19:43:46, 6cbb030eh, 604f7d6eh, PBC::IRC didn't find(apiid : 73) 1471923, 2013-04-23, 19:43:46, 6cbb030eh, aae6d332h, WCSRV:: No Adapter, WCS_OID 75 called  1471924, 2013-04-23, 19:43:46, 0b0bcd3ah, aae6d332h, eMscript TimeStamp: 4/23/13 7:43:46 PM  1471925, 2013-04-23, 19:43:46, 0b0bcd3ah, aae6d332h, 4/23/13 7:43:46 PM,88,4177,556,31.0,100,3236,NO REG KEY,4,71,55762944,481501184,8  1471926, 2013-04-23, 19:43:46, 0b0bcd3ah, aae6d332h, 1649664,22,19,AppCenter.exe,About Dialog [Dialog],2,8,10.50.12.59;10.5.133.212,1 

1472013, 2013-04-23, 19:56:41, 0b0bcd3ah, aae4f52ah, PlugInManager: ExecuteSubroutine ret 7  1472014, 2013-04-23, 19:56:51, 6cbb030eh, 604f7d6eh, PBC::IRC didn't find(apiid : 73) 1472015, 2013-04-23, 19:56:51, 6cbb030eh, cade5fcah, WCSRV:: No Adapter, WCS_OID 75 called  1472016, 2013-04-23, 19:56:51, 0b0bcd3ah, cade5fcah, eMscript TimeStamp: 4/23/13 7:56:51 PM  1472017, 2013-04-23, 19:56:51, 0b0bcd3ah, cade5fcah, 4/23/13 7:56:51 PM,91,4180,443,33.0,100,3236,NO REG KEY,3,71,55758848,480768000,81633280,  1472018, 2013-04-23, 19:56:51, 0b0bcd3ah, cade5fcah, 22,19,AppCenter.exe,About Dialog [Dialog],2,8,10.50.12.59;10.5.133.212,10.50.12.57;10.5.

3rd try again to post the logs ..

hopefully this posts...

Glenn, I looked at the logs in PDA Log Files (2), and I don't see RTLogs from the time period of any of the failures.  The RTLogs are around 6pm.  From emscript, I can see there was a reboot at 8:29am, so that must have been after the perceived lockup. When they "lockup" is this a matter of a true device lockup where nothing works at all, or is it an applicaiton lockup? I see in emscript that at 8:08, they put the device on the charger but also lost the WWAN connection at the same time.  Is it possible that the issue is really the loss of a WWAN connection makes their app seem locked up? The next reboot is around the time of the second reported lockup (not a network disconnect this time). There were no reboots around the times of the next two reported lockups, so unless those are on a different device, they don't appear to be lockups. Then just before 3:00, there was a reboot, so that may have been an additional lockup.