OEM Specific Issues

Review the following scenarios for instructions on resolving SOTI Connect OEM related issues.

Zebra Device Connection Status Repeatedly Drops to "Device Not Reachable"

Zebra ZT421 printers enrolled on SOTI Connect version 2024.2 encounters frequent connection drop issues.
  • Affected versions: SOTI Connect 2024.2 and later.
  • Affected devices: Zebra ZT421 printer.
Error in MQTT Server Event.log
2024-05-28 16:11:17,140 - Client ID: UNKNOWN, IP: was disconnected. reason: SSL message transmission failed.
2024-05-28 16:12:00,095 - Client ID: UNKNOWN, IP: was disconnected. reason: SSL message transmission failed.
2024-05-28 16:14:03,123 - Client ID: UNKNOWN, IP: was disconnected. reason: SSL message transmission failed.
2024-05-28 16:14:15,458 - Client ID: UNKNOWN, IP: UNKNOWN disconnected ungracefully.
2024-05-28 16:14:17,131 - Client ID: UNKNOWN, IP: UNKNOWN was disconnected. reason: SSL message transmission failed.
2024-05-28 16:14:19,425 - Client ID: UNKNOWN, IP: was disconnected. reason: SSL message transmission failed.

Issue Resolution

Increase the MQTT keep-alive time of device to 30—60 seconds.

Zebra SNMP Alert IDs - SOTI Connect Fails to Trigger with Specific Alert ID

SOTI Connect 2025.0 has introduced a new format for alert IDs, changing them from numeric codes to plain text. This change aims to enhance clarity and usability.

However, some Zebra SNMP devices fail to trigger alerts when using certain alert IDs when configured. This issue originates from the device.

Issue Prevention

Older SNMP printers do not support all alerts. Verify that your device supports the specific alerts before using the corresponding alert IDs in SOTI Connect.

Unable to Retrieve Device Logs for an SNMP ZT400 Device

Users are unable to retrieve device logs for a Zebra SNMP ZT400 device because the log file is too large.

Error message
Couldn't complete action 'Retrieve Device Logs' on device(s) 'Zebra SNMP ZT400 Series Thermal Printer 2'.

Issue Resolution

Set the log size to a maximum of 10KB using the Change Logging Configuration device action to make sure the device logs are retrievable.

SOTI Connect API: Manufacturer Information Issue

When using the SOTI Connect API to retrieve device information for certain Zebra devices, the manufacturer field may incorrectly display the Link-OS version instead of the manufacturer name.

This issue occurs due to a decimal value under the manufacturer section of the API call, which leads to the incorrect display of the OS version.

Issue Resolution

To resolve this issue, set up device check-ins. This ensures that the manufacturer information is correctly retrieved and displayed.