Manual 2 · Chapter 13
If something goes wrong
Find what you see in the left column; on the right is what to do. Not listed, or it does not solve anything? Then contact KoonSystems and tell us what you did, the message (word for word, or a photo of it) and the version number (Administration, at the bottom under Server).
| What you see | What you do |
|---|---|
| "Windows protected your PC" | Click More info and then Run anyway (chapter 2). |
| Setup: "Service KoonScan does not respond" | Restart the computer and start the installer once more. If it stays the same: contact KoonSystems. |
| The wizard asks for a setup code, or says "Setup is only possible on the server itself" | Open the wizard on the computer where KoonScan is installed: Start menu → KoonScan → KoonScan setup (click Yes); the code is then already filled in. To type it yourself: the code is in C:\KoonScan\setup-code.txt, which you can open with Notepad as administrator (chapter 3). Ten wrong attempts: wait five minutes. |
| Red message at Test connection | Read the message: the address, certificate, user or password, or company database is wrong. Correct it and test again; or ask your SAP partner. |
| Red message at Test (database), or "… is not SQL Server Express" | Database file: the message says which folder KoonScan may not write in; ask your IT supplier to give NT SERVICE\KScan write access to C:\KoonScan\data. SQL Server: choose localhost\KSCAN. If that still does not work, start the installer again so that SQL Server Express (KSCAN) is set up properly, or ask your IT supplier. |
| After Save and start (or Save and restart), "KoonScan is restarting" stays on the screen | Wait a minute and refresh the page (F5). If that does not help: restart the computer. |
| Sign-in screen: "No users with a PIN yet" | KoonScan has no users yet (for example a new, empty database). Give yourself a PIN on the server with users set-pin (appendix B). If your users are in another database, move them (chapter 11). |
| Device: "Not secure" or a certificate error | Pair the device again as in chapter 7 (Android app, or install scan-ca.crt). |
| Device cannot find the server | Is the address right (Administration → Server → HTTPS)? Is the device on the right wifi network? |
| "Administrators only" | You are not an administrator. Ask another administrator to switch on Administrator (chapter 5). |
| Posting fails with a message from SAP | The work is kept. Fix the cause in SAP (for example period closed, not enough stock, customer blocked) and post again. |
| Work stays on "Posting…" | Administration → Work in progress → Release (chapter 8). |
| Employee: "Check '…' is not working; please tell your administrator" | One of your own checks gives an error in SAP. Administration → Customizing → Checks: switch the check off, test it and adjust the query (chapter 9). |
| "Not in SAP" on a field in Administration → Customizing | The custom field has been deleted in SAP. Remove it in KoonScan, or create it again in SAP (chapter 9). |
| "The maximum of … devices has been reached" | Ask someone to log out, or Administration → Licence → sign out the device. Need more devices? Ask KoonSystems. |
| It no longer works after an update | Start menu → KoonScan → Restore previous version (chapter 10), and report it to KoonSystems. |
| Wizard or Add company: "Database … already belongs to another SAP company" | Each SAP company has its own KoonScan database. Choose another name for the database, or tick Empty database … and start again (its users, settings and work in progress are then lost). |
| Database "… contains other data and is not a KoonScan database" | Choose another name: KoonScan never writes in a database of another program. |
| KoonScan does not start after the company database was changed in the settings file | The database belongs to the old company. Put the old CompanyDB back, or add the new company via Administration → Server → Add company (chapter 8). |
| Licence: "Invalid key" or "This key is not for this company" | See chapter 6. |
| "The database is nearly full" | Shorten the retention period or clean up now (chapter 11). |
| A scan gives no input in KoonScan (Newland handheld scanner) | In the app "Quick Settings" → "Scan settings", set the output mode to "Output via API", or else "Simulate keystroke"; not "Fill in EditText directly" (chapter 7). |
| A counting from SAP does not appear on the handheld scanner | Check that the counting is open and in a warehouse where the employee has permission for Count. With several counters, the employee must be one of the counters in SAP. On the scanner the employee can tap Show all warehouses. |