Zebra OTA API Troubleshooting Guide (en)
MN-003880-07EN Rev. A
.
Zebra Technologies Corporation
MN-003880-07ENa lge-tsg-en Zebra OTA API
Integration and Troubleshooting Guide
MN-003880-07EN
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Information in this document is subject to change without notice. The software described in this document is furnished under a license agreement or nondisclosure agreement. The software may be used or copied only in accordance with the terms of those agreements.
For further information regarding legal and proprietary statements, please go to:
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Terms of Use
Proprietary Statement
This manual contains proprietary information of Zebra Technologies Corporation and its subsidiaries ("Zebra Technologies"). It is intended solely for the information and use of parties operating and maintaining the equipment described herein. Such proprietary information may not be used, reproduced, or disclosed to any other parties for any other purpose without the express, written permission of Zebra Technologies.
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Publication Date
July 6, 2023
-07 Rev
Update for Response Codes
2
Contents
About This Document ........................................................................................................................ 4 Introduction ...................................................................................................................... 4 Notational Conventions .................................................................................................... 4 Icon Conventions ............................................................................................................. 4
Troubleshooting ................................................................................................................................. 6 Settings Checklist............................................................................................................. 6 Firewall Settings ....................................................................................................... 6 Device Settings......................................................................................................... 7 Platform and Service ................................................................................................ 7 Development Troubleshooting ......................................................................................... 7 Customer Issues Troubleshooting ................................................................................... 9 Zebra Products and Services Troubleshooting .............................................................. 11
Contacting Tech Support................................................................................................................. 12 Before Contacting Support............................................................................................. 12 API Issues .............................................................................................................. 12 Device Issues ......................................................................................................... 12 Software Issues ...................................................................................................... 12 Deployment Issues ................................................................................................. 12 Opening a Case by Phone ............................................................................................. 13 Checking a Case by Phone............................................................................................ 13 Escalating a Case .......................................................................................................... 13 Opening or Checking a Case Online.............................................................................. 13
Response Codes............................................................................................................................... 14
3
About This Document
Introduction
This guide provides information about troubleshooting Zebra Over the Air (OTA) Application Programming Interface (API). For more information about Zebra OTA API, refer to developer.zebra.com. IMPORTANT: If you have a problem with your equipment, contact Zebra Global Customer Support for your region. Contact information is available at: zebra.com/support.
Notational Conventions
The following conventions are used in this document: · Bullets (·) indicate:
· Action items · Lists of alternatives · Lists of required steps that are not necessarily sequential. · Sequential lists (e.g., those that describe step-by-step procedures) appear as numbered lists.
Icon Conventions
The documentation set is designed to give the reader more visual clues. The following graphic icons are used throughout the documentation set. These icons and their associated meanings are described below. NOTE: The text here indicates information that is supplemental for the user to know and that is not required to complete a task. IMPORTANT: The text here indicates information that is important for the user to know.
CAUTION: If the precaution is not heeded, the user could receive minor or moderate injury.
WARNING: If danger is not avoided, the user CAN be seriously injured or killed.
4
About This Document
DANGER! If danger is not avoided, the user WILL be seriously injured or killed.
5
Troubleshooting
This section covers common OTA issues and solutions. For a complete list of API response codes, go to Response Codes.
Settings Checklist
Ensure the following are set up correctly.
Firewall Settings
· For HTTPS requests, use port 443. · For endpoints, use the firewall settings in Table 1.
Table 1 Endpoints for Firewall Settings
Service interface Device Internet access OAuth Enrollment API, Deployment API, Artifacts API FOTA, Enrollment ZDS, self-updates CTL FCM
Artifact download
*.gstatic.com, www.google.com
pi.zebra.com
api.zebra.com
Endpoint
Port 443
443 443
fts.zebra.com
analytics.zebra.com
device-https.savannacore.zebra.com
Choose one of the following:
· No Internet Protocol (IP) restrictions (recommended)
· All IP addresses for default domains
To retrieve an updated list of these addresses, follow the instructions described in IP addresses for default domains at cloud.google.com/vpc/docs/configure-private-go ogle-access#ip-addr-defaults.
downloads.zebra.com, zbr-entitled-downloads-prod.s3.amazonaws.com
443 443 443 5228, 5229, 5230, 443 For more information, go to: firebase.google.com/docs/c loud-messaging/concept-op tions#messaging-ports-and -your-firewall
443
6
Troubleshooting
Device Settings
· Ensure the target device is running an operating system (OS) of Android Nougat or later. The OS is indicated in the BuildID of the device. For example, in the BuildID 01-18-02.00-OG-U02-STD, the letters OG indicate that the OS is Oreo GMS.
· Enable Firmware Over the Air (FOTA) on the target device. Refer to developer.zebra.com. · Enable Zebra Data Service (ZDS) on the device. Required for Enrollment and Deployment function.
Refer to developer.zebra.com. · Set the correct date and time on the target device. Refer to the Product Reference Guide for your
device. · The authorizing user on the contract must be the same person who authorizes the EMM tool into Zebra
data services.
Platform and Service
· Ensure monitoring is enabled to assist in diagnosing outages. · Ensure dashboard is enabled to assist in diagnosing issues.
Development Troubleshooting
Table 2 Account Troubleshooting Issue
My login to the developer portal is not working. I cannot see the OTA tile.
My application is not approved. I would like to develop against Zebra data services.
Solution Check account access to the developer portal.
Ensure you are logged into the developer portal at: developer.zebra.com. If you are still having trouble, please contact Zebra support. Contact Zebra support. Create an account on developer.zebra.com and follow the instructions for development.
Table 3 API Development Troubleshooting
Issue I am having trouble with OTA Authorization.
I am having trouble with the Artifacts OTA API.
I am having trouble with the Enrollment OTA API.
Solution Verify the authorizing user is using the account that is registered with Zebra Sign-On. Verify the application has been approved. If you are still having trouble, please contact Zebra support.
Verify the authorizing user is using the account that is registered with Zebra Sign-On. Verify the application has been approved.
Verify the authorizing user is using the account that is registered with Zebra Sign-On. Verify the application has been approved.
7
Troubleshooting
Table 3 API Development Troubleshooting
Issue I am having trouble with the devices or assets OTA API. I do not see some or any devices.
I am having trouble with the Deployment OTA API.
I would like to request API enhancements.
Solution Verify the device has been properly enrolled with Zebra. Refer to the Zebra OTA Developer Guide. Verify the device has not been reset. After de-enrollment of a device, enrolling the same device again, even by the same customer, requires a device reset.
Verify the device has been properly enrolled with Zebra. Refer to the Zebra OTA Developer Guide. Verify the device has Internet access. Verify the deployment schedule is valid.
Contact Zebra support.
8
Troubleshooting
Customer Issues Troubleshooting
Table 4 EMM Customer Issues Troubleshooting
Issue Customer is not getting entitlement for product(s).
Customer not able to connect to Zebra services. Customer not seeing device(s).
During customer deployment some devices are failing to upgrade.
Solution
Verify the user can retrieve a download from zebra.com for the product of interest.
Verify that the authorizing user on the contract is the same person who authorizes the EMM tool into Zebra data services.
Check that the artifact API response for the customer account is returning a download URL.
If the account is not entitled, have the customer contact Zebra support.
Verify the user is using an account that is fully registered with Zebra.
Verify the device is enrolled with the correct account.
Verify the same user performed enrollment of the devices.
Verify if the customer has ever seen the devices.
Verify the device has been enrolled.
Verify the device client(s) were deployed.
Verify the device client(s) were granted appropriate permissions.
Confirm the deployment is attempting an upgrade.
Verify the deployment schedule is valid.
Verify there is enough storage space on the device(s) to support the download file size.
Verify that the device has Internet access.
Verify deployment was sent to the correct device.
Notes A download URL is only present if the customer account is entitled.
The authorizing user must have a Zebra account. EnrollmentManager CSP needs android.permission.READ_PHONE _STATE This permission is required only for device running A10 or lower. Devices running A11 and above do not require these permissions.
The deployment API cannot downgrade a device. Downgrade can only be performed by side-loading or using StageNow.
9
Troubleshooting
Table 4 EMM Customer Issues Troubleshooting
Issue Customer deployment remain in CREATED state.
Customer device displays upgrade failure message up to 48 hours after deployment.
Solution
Verify that enough time has elapsed since deployment creation.
Verify the device Internet connectivity by ensuring that firewall adjustments are done.
Verify ZDS is still enabled on the device.
Check if the device was reset during the download.
Verify the devices API returns the device serial number and the status is FOTA_READY
Confirm the deployment is attempting an upgrade.
Verify the deployment schedule is valid.
Verify there is enough storage space on the device(s) to support the download file size.
Verify that the device has Internet access.
Notes Deployment creation times:
· Ideally, the state change takes 30 seconds or less.
· Typically, the state change takes 30 -180 seconds.
For a successful deployment, the device must report via the devices API and its status must be FOTA_READY.
The deployment API cannot downgrade a device. The status may be very delayed when the device is not woken from suspend state after update. The OTA API waits for the device to report the result of the update, but times out after 48 hours.
10
Troubleshooting
Table 4 EMM Customer Issues Troubleshooting
Issue
Customer device state remains in DOWNLOAD_INPROGRESS state
Solution
Verify that the device can reach the Internet.
Customer device state remains in INSTALL_INPROGRESS state
Verify that the device can reach the Internet.
Customer deployment remain Verify that the device can reach
in UNKNOWN state
the Internet.
Notes
If the device is unable to contact the FOTA server, the status changes to UNKNOWN.
If the device reaches the FOTA server within 24 hours of the deployment end date, the job status is updated accordingly.
If the device is unable to contact the FOTA server, the status changes to UNKNOWN.
If the device reaches the FOTA server within 24 hours of the deployment end date, the job status is updated accordingly.
If the download resumes within 24 hours after the deployment end time, the status is updated.
If the download does not resume within 24 hours after the deployment end time, the update times out, the job status remains UNKNOWN, and the deployment status changes to COMPLETE.
If the server does not receive updates from the device before the job end time, the status changes to UNKNOWN.
If the device reaches the FOTA server within 24 hours of the deployment end date, the job status is updated accordingly.
Zebra Products and Services Troubleshooting
Table 5 Zebra Products and Services Troubleshooting
Issue My contract expired.
Solution Contact Zebra support.
11
Contacting Tech Support
For troubleshooting assistance, contact Zebra Technical Support.
Before Contacting Support
Before contacting support for troubleshooting and case escalation, please have the following information ready: · When you experienced the issue. · Which operation caused the issue. For example, enrollment, authorization, API, etc.
API Issues
· API(s) that caused the issue. · Errors you received.
· API(s) that were successful. · Account used for development. · Account used to represent a customer.
Device Issues
· Model and serial number of the target devices. · If the devices are under contract:
· OS version the device(s) were running. For example, BuildID and patch level. · Type of network to which the device(s) were connected.
Software Issues
· Software updates you were using.
Deployment Issues
· The deployment ID.
12
Contacting Tech Support
Opening a Case by Phone
1. Dial local in-region Zebra Contact Center phone number by selecting appropriate country at: zebra.com/us/en/about-zebra/contact-zebra/contact-tech-support.html.
2. Select phone menu option for new case. 3. Select phone menu option for technical support. 4. Select the device type about which you are calling. For example, printer or mobile computer.
Once selected, you are transferred to the appropriate Technical Support agent.
Checking a Case by Phone
1. Dial local in-region Zebra Contact Center phone number by selecting appropriate country at zebra.com/us/en/about-zebra/contact-zebra/contact-tech-support.html.
2. Select phone menu option for an already existing case. 3. Enter your case number.
You are transferred to the Technical Support Agent who is assigned to your case.
Escalating a Case
If you would like to escalate a case, inform the Technical Support Agent that you would like to escalate to the on-duty manager.
Opening or Checking a Case Online
Create, review, and manage cases through the My Cases section of the Zebra Support Community Portal. For additional information, go to supportcommunity.zebra.com.
13
Response Codes
This section provides a list of OTA API response codes with descriptions and suggested solutions.
Code
Description
4000 Device is not enrolled.
Category DEVICE
4001 BSP Version not found for this device. Artifact API
4002 Patch details not found for this device. Artifact API
4003 Device Information not found.
DEVICE
4004 More than one record for deriving base Artifact.
4005 Device is already updated.
OTA API Artifact API DEVICE
Solution
User has not performed OTA Enrollment or has created a deployment within 10 minutes of enrollment. Refer to the Zebra OTA Developer Guide for Automated Customer Authorization.
Verify if the BSP running on the device is available at: zebra.com/us/en/support-downloads/mobile-compute rs.html.
If the BSP was recently released, it may take few days for the record to be available in Zebra OTA API.
Note: This error may happen if the device is running a custom or hotfix BSP.
Verify if the BSP running on the device is available at: zebra.com/us/en/support-downloads/mobile-compute rs.html.
If the BSP was recently released, it may take few days for the record to be available in Zebra OTA API.
Note: this error may happen if the device is running a custom or hot-fix BSP.
1. Make sure device is connected to internet.
2. Verify that device is listed in FOTA devices API.
3. Reboot the device, wait 10 minutes, and call devices API to make sure the devices info is available.
Contact Zebra support.
Device is already running the same version or newer of the BSP or patch.
14
Response Codes
Code 4006
Description
Artifact data not found for this device.
Arguments are in following format [baseline,patch, deviceModel, artifactSubType,ArtifactId]
Category OTA API Artifact API
4007 4008
4009
Artifact data not found for target BSP. Arguments are in following format [ArtifactId]
Artifact data not found for targeted OS,patch,bsp version. . Arguments are in following format [deviceModel,TargetBsp,TargetPatch, TargetArtifactSubType,TargetOS]
This Device does not support OTA API.
OTA API Artifact API OTA API Artifact API
OTA API Artifact API
4010
OTA API is not supported in this BSP or Patch version to which you are trying to upgrade.
OTA API Artifact API
4011 This Device does not support OTA API.
OTA API Artifact API
4012 Artifact data support Issue.
OTA API Artifact API
Solution This happens when the request would install an incorrect or mismatched BSP (artifact) on the device, Verify if the BSP running on the device is available at: zebra.com/us/en/support-downloads/mobile-compute rs.html. If the BSP was recently released, it may take few days for the record to be available in Zebra OTA API.
Verify if the BSP running on the device is available at: zebra.com/us/en/support-downloads/mobile-compute rs.html.
Verify if the BSP running on the device is available at: zebra.com/us/en/support-downloads/mobile-compute rs.html.
1. Verify if the device BSP is Nougat with patch 19 or earlier, which does not support OTA API.
2. The BSP or patch the device is running does not support OTA API.
3. System update slider disabled from the device.
4. If the device is on a non-standard build.
5. If the device fails to upload the device information back to the server post enrollment.
6. If dependent applications CTL/EnrollmentMgr/ZDS are not installed
1. Verify if the device BSP is Nougat with patch 19 or earlier, which does not support OTA API.
2. The BSP or patch the device is running does not support OTA API.
1. Verify if the device BSP is Nougat with patch 19 or earlier, which does not support OTA API.
2. The BSP or patch the device is running does not support OTA API.
1. Verify if the device BSP is Nougat with patch 19 or earlier, which does not support OTA API.
2. The BSP or patch the device is running does not support OTA API.
15
Response Codes
Code
Description
4013 Device is not entitled.
Category OTA API Artifact API
4014 Device does not report any status.
4015 Target security patch level is older than source.
FOTA
4016 4017 4018 4019 4020 4021 5000
More than one package found for given target.
OTA API Artifact API
Provided device artifact sub type does LGE not match with target artifact sub type. Smartrepo
Upgrade has been suspended temporarily for the given source and target.
LGE Smartrepo
The device is not on the latest FOTA FOTA client to support the special upgrade.
Special package is not available for this upgrade. Please check with the Zebra Administrator.
LGE Smartrepo
Necessary pre-setup is not available FOTA on the device. Please take action and re-trigger the deployment.
NO_DEPLYEMENT_ID_TO_CANCEL FOTA
5001 5002
CANCEL_NOT_FOR_CURRENT_DE PLOYEMENT_ID
CANCEL_NOT_POSSIBLE
FOTA FOTA
5003
5004
5005 5006
CONCURRENT_REACH_APPLY_CA NCEL
SOME_DEPLOYMENT_IS_INPROG RESS
INCOMING_CONFIG_IS_NULL
PROFILE_IS_NULL
FOTA
FOTA
FOTA FOTA
Solution Verify the user can retrieve a download from Zebra.com for the product of interest. Verify that the authorizing user on the contract is the same person who authorizes the EMM tool into Zebra data services. Check the artifact API response for the customer account is returning a download URL. Have the customer contact Zebra support if the account is not entitled. Check if ZDS is enabled. Check is the device has internet access. Select an update with a higher security patch level date. If this issue is seen when profile.updateType is set to LATEST, wait until Zebra releases a newer update with a higher SPL. Contact Zebra support.
OS updates can be done only GMS-GMS/AOSP-AOSP builds.
Dessert level upgrade not supported. The device can be upgraded to any latest build within the OS.
SDM660 A13 Upgrade Specific Code.
SDM660 A13 Upgrade Specific Code.
SDM660 A13 Upgrade Specific Code.
Cancel API called for a Deployment that does not exist. Cancel API called for a Deployment that is not in progress or completed. Deployment is at a state where it cannot be canceled. Cancellation is only possible if the download process has not started. Internal error. Ignore and retry the cancel.
A Deployment was sent while previous deployment is in progress. Contact Zebra support. Contact Zebra support.
16
Response Codes
Code
Description
5007 MODE_NOT_SUPPORTING
Category FOTA
5008 BSP_RESTRICTION_FOR_SPACE DEVICE
5009 5010
5011
5012
ZERO_FILE_SIZE
REQUIRED_SPACE_NOT_AVAILAB LE
REQUIRED_SPACE_CANNOT_BE_Z ERO
MEDIA_SERVER_NULL
DEVICE DEVICE
FOTA
FOTA
5013 TOKEN_NULL
5014 TOKEN_KEY_NULL 5015 TOKEN_VALUE_NULL
5016 CREDENTIALS_NULL 5017 USERNAME_NULL
FOTA Artifact API FOTA FOTA Artifact API FOTA FOTA
5018 PASSWORD_NULL
FOTA
5019 ARTIFACT_NULL
FOTA Artifact API
5020 ARTIFACT_ZIP_EXTENSION
SR
5021 UPL_ARTIFACT
NA
5022
5023
5024
5025 5026 5027
CAN_NOT_BE_DUPLICATE
ARTIFACT_URL_NULL
ARTIFACT_URL_INCORRECT
SCHEDULE_NULL_EMPTY MODE_NULL_EMPTY CURRENTDATE_IS_AFTER_ENDDA TE
FOTA Artifact API FOTA Artifact API FOTA Artifact API FOTA FOTA FOTA
5028 STARTDATE_CANNOT_COME_AFT FOTA ER_ENDDATE
Solution Install mode is not recognized. Please refer to the API documentation. Device does not have enough space to download the selected BSP. Free up disk space on device. Contact Zebra support. Device does not have enough space to download the selected BSP. Free up disk space on device. Contact Zebra support.
Re-configure the deployment used to call Deployment API and remove all references to MEDIA-SERVER. Contact Zebra support.
Contact Zebra support. Contact Zebra support.
Contact Zebra support. Re-configure the deployment used to call Deployment API and remove all references to MEDIA-SERVER. Re-configure the deployment used to call Deployment API and remove all references to MEDIA-SERVER. The device cannot find the artifact. This may occur when the artifact has been removed, but the URL to the artifact has not been removed. Contact Zebra support. Contact Artifact API team. Deprecated Error code. Not expected. Contact Zebra support. Contact Zebra support.
Contact Zebra support.
Contact Zebra support.
Contact Zebra support. Contact Zebra support. Re-configure the deployment and make sure that the deployment end date is not less than current date. This can also occur if the device was off-line but came on-line after the deployment end date. Re-configure the deployment and make sure that the deployment end date is greater than current date.
17
Response Codes
Code
Description
5029 INVALID_DATE
Category FOTA
5030 ENDDATE_CAN_NOT_BE_EMPTY 5031 INSTALL_NULL
FOTA FOTA
5032 5033 5034 5035 5036 5037 5038
5039 5040
5041
5042
5043
5044 5045
NOT_SUPPORTED
SCHEDULE_STARTDATE_CANNOT _EMPTY
SCHEDULE_ENDDATE_CANNOT_E MPTY
DOWNLOAD_STARTDATE_CANNO T_EMPTY
LASTPOSTPONE_DATE_CANNOT_ EMPTY
INSTALL_STARTDATE_CANNOT_E MPTY
SCHEDULE_STARTDATE_CANNOT _COME_AFTER_STARTINSTALL_D ATE
STARTINSTALLDATE_CANNOT_CO ME_AFTER_ENDSCHEDULEDDATE
SCHEDULED_START_DATE_CANN OT_COME_AFTERLASTPOSTPONE MENTDATE
STARTDOWNLOADATE_CANNOT_ COME_AFTER_STARTINSTALLDAT E
LASTPOSTPONEMENTDATE_CAN_ NOT_COME_AFTER_ENDSCHEDUL EDDATE
STARTDOWNLOADDATE_CAN_NO T_COME_AFTER_LASTPOSTPONE MENTDATE
INVALID_LEAD_TIME
INVALID_INSTALL_TIMEWINDOW_ START
FOTA FOTA FOTA FOTA FOTA FOTA FOTA
FOTA FOTA
FOTA
FOTA
FOTA
FOTA FOTA
5046 INVALID_INSTALL_TIMEWINDOW_ FOTA END
Solution Re-configure the deployment and make sure that the date is in the prescribed ISO format. Refer to the Zebra OTA API Developer Guide. Re-configure the deployment. Re-configure the deployment and make sure that INSTALL section of the deployment is correct. Refer to the Zebra OTA API Developer Guide. Contact Zebra support. Contact Zebra support.
Contact Zebra support.
Contact Zebra support.
Re-configure the deployment used to call Deployment API and remove all references to postponement. Contact Zebra support.
Contact Zebra support.
Contact Zebra support.
Contact Zebra support.
Contact Zebra support.
Re-configure the deployment used to call the deployment API and make sure the postpone end date is before the deployment end date. Contact Zebra support.
Contact Zebra support. Re-configure the deployment used to call the deployment API and make sure the INSTALL WINDOW is valid and falls between the deployment start and end dates. Re-configure the deployment used to call the deployment API and make sure the INSTALL WINDOW is valid and falls between the deployment start and end dates.
18
Response Codes
Code
Description
5047 EQUAL_INSTALL_TIMEWINDOWST ART_TIMEWINDOWEND
Category FOTA
5048 TIMEWINDOW_FINISHED_FOR_LA FOTA ST_DATE
5049 5050
DOWNLOAD_CANNOT_NULL
INVALID_DOWNLOAD_TIMEWINDO W_START
FOTA FOTA
5051 INVALID_DOWNLOAD_TIMEWINDO FOTA W_END
5052 EQUAL_DOWNLOAD_TIMEWINDO FOTA WSTART_TIMEWINDOWEND
5053
5054
5055 5056
SCHEDULED_STARTDATE_CANNO FOTA T_COME_AFTER_STARTDOWNLOA DDATE
STARTDOWNLOADDATE_CAN_NO FOTA T_COME_AFTER_ENDSCHEDULED _DATE
NETWORK_CANNOT_BE_EMPTY FOTA
INVALID_NETWORK_TYPE
FOTA
5057 INVALID_BATTERY_MINIMUM_LEV FOTA EL
5058 INVALID_BATTERY_LEVEL
FOTA
5059
5060
5061 5062
5063 5064
TARGET_DOWNLOADPATH_NULL_ EMPTY
UNSUPPORTED_TARGET_DOWNL OAD_PATH
TARGET_BUILDID_NULL_EMPTY
TARGET_PATCHLEVEL_NULL_EMP TY
ARTIFCATID_NULL_EMPTY
RESET_NULL_EMPTY
FOTA
FOTA
FOTA FOTA
FOTA FOTA
Solution Re-configure the deployment used to call the deployment API and make sure the INSTALL WINDOW is valid and falls between the deployment start and end dates. Re-configure the deployment used to call the deployment API and make sure the INSTALL WINDOW is valid and falls between the deployment start and end dates. Contact Zebra support. Deprecated field. Re-configure the deployment used to call the deployment API and make sure the INSTALL WINDOW is valid and falls between the deployment start and end dates. Deprecated field. Re-configure the deployment used to call the deployment API and make sure the INSTALL WINDOW is valid and falls between the deployment start and end dates. Deprecated field. Re-configure the deployment used to call the deployment API and make sure the INSTALL WINDOW is valid and falls between the deployment start and end dates. Contact Zebra support.
Contact Zebra support.
Deprecated field. Make sure that the network type is valid. Refer to the Zebra OTA API Developer Guide. Make sure that the battery level is more than the minimum allowed limit. Refer to the Zebra OTA API Developer Guide. Provide a valid minimum battery level. Refer to the Zebra OTA API Developer Guide. Contact Zebra support.
Contact Zebra support.
Contact Zebra support. Contact Zebra support.
Contact Zebra support. Deprecated field. Re-configure the deployment used to call the deployment API and remove all references to Reset.
19
Response Codes
Code
Description
5065 RESET_UNSUPPORTED
Category FOTA
5066 5067 5068 5069
MODE_UNSUPPORTED DEPLOYEMENT_NULL_EMPTY TRANSACTION_NULL_EMPTY TIMESTAMP_NULL_EMPTY
FOTA FOTA FOTA FOTA
5070 5071 5072 5073 5074 5075 5076 5077 5078
ACTION_NULL_EMPTY UNSUPPORTED_ACTION_VALUE SOURCE_NULL_EMPTY SCHEMA_NULL_EMPTY UNSUPPORTED_SCHEMA INAPPRORIATE_SCHEMA CONTEXT_NULL ADMIN_CANCEL_MSG USER_CANCEL_DOWNLOAD
FOTA FOTA FOTA FOTA FOTA FOTA FOTA FOTA FOTA
5079 5080 5081 5082 5083
5084
INSTALL_AW DOWNLOAD_COMPLETE MANIFEST_PROGRESS REBOOT_DURINGOSUPDATE REBOOT_DURING_DOWNLOAD_IN _PROGRESS ZDS_DISABLED
FOTA FOTA FOTA DEVICE DEVICE
DEVICE
5085 ZDS_ENABLED
FOTA
5086 5087 5088
5089
5090
5091 5092
5093
DOWNLOAD_YET_TO_BEGIN
DOWNLOAD_IN_PROGRESS
DOWNLOAD_PAUSED_WAITING_T O_RETRY
DOWNLOAD_PAUSED_WAITING_F OR_NETWORK
DOWNLOAD_PAUSED_QUEUED_F OR_WIFI
DOWNLOAD_PAUSED_UNKNOWN
DOWNLOAD_FAILED_WITH_FILE_N OT_FOUND
DOWNLOAD_FAILED_WITH_ERRO R_UNKNOWN
FOTA FOTA FOTA
DEVICE
DEVICE
FOTA FOTA
FOTA
Solution Deprecated field. Re-configure the deployment used to call the deployment API and remove all references to Reset. Contact Zebra support. Contact Zebra support. Contact Zebra support. Re-configure the deployment and make sure that the date is in the prescribed ISO format. Refer to the Zebra OTA API Developer Guide. Contact Zebra support. Contact Zebra support. Contact Zebra support. Contact Zebra support. Contact Zebra support. Contact Zebra support. Contact Zebra support. Contact Zebra support. The user canceled the download from the task bar notification while download was in progress. No action required. Device is awaiting install. No action required. No action required. No action required. No action required.
User has disabled the ZDS. ZDS is a prerequisite for OTA API to work Internal Code: No action required. User has re-enabled the ZDS. No action required. No action required. No action required.
No action required.
No action required.
No action required. Contact Zebra support.
Contact Zebra support.
20
Response Codes
Code
Description
5094 DOWNLOAD_FAILED_WITH_ERRO R_FILE_ERROR
5095 DOWNLOAD_FAILED_WITH_ERRO R_UNHANDLED_HTTP_CODE
5096 DOWNLOAD_FAILED_WITH_ERRO R_HTTP_DATA_ERROR
5097 DOWNLOAD_FAILED_WITH_ERRO R_TOO_MANY_REDIRECTS
5098 DOWNLOAD_FAILED_WITH_ERRO R_INSUFFICIENT_SPACE
Category FOTA FOTA DEVICE FOTA DEVICE
5099 5100 5101 5102 5103 5104 5105 5106 5107
DOWNLOAD_FAILED_WITH_ERRO FOTA R_DEVICE_NOT_FOUND
DOWNLOAD_FAILED_WITH_ERRO FOTA R_CANNOT_RESUME
DOWNLOAD_FAILED_WITH_ERRO FOTA R_FILE_ALREADY_EXISTS
DOWNLOAD_FAILED_WITH_UNKN FOTA OWN_ERROR
DOWNLOAD_FAILED_WITH_ERRO FOTA R_DOWNLOAD_RETRY_TIMEOUT
DOWNLOAD_FAILED_WITH_INDEX FOTA _OUT_OF_BOUNDS_EXCEPTION
URL_EMPTY
FOTA
EXCEPTION_IN_DOWNLOADING_FI FOTA LE
OTHER_OSUPDATE_PROGRESS FOTA
5108 5109 5110 5111
5112
MANIFEST_SUCCESS MANIFEST_FAILURE MX_FAILED_TO_REBOOT OEMINFO_DOESNOT_RETURN_AN Y_VALUE END_DATE_IS_OVER
FOTA FOTA FOTA FOTA
FOTA
5113 INSTALL_IS_TRIGGERED
FOTA
5114 5115 5116
END_DATE_OVER_INSTALL_RULE_ FOTA DOES_NOT_MET
MX_IS_NOT_READY_EVEN_AFTER FOTA _MAX_TIME_OUT
MX_SERVICE_IS_NOT_AVAILABLE FOTA
Solution Contact Zebra support.
Contact Zebra support.
Check the network bandwidth or configuration. Make sure the device has access to the Internet. Contact Zebra support.
Download failed. The device had the required space when the download started, but something else occupied the required space. Free up disk space on device and retry. Contact Zebra support.
Contact Zebra support.
Contact Zebra support.
Contact Zebra support.
Contact Zebra support.
Contact Zebra support.
Contact Zebra support. Contact Zebra support.
A deployment is already in progress. This deployment could have been triggered manually. No action required. Contact Zebra support. Contact Zebra support. Contact Zebra support.
The device received the deployment after the deployment end date. No action required. The device has started installing the requested artifact. Contact Zebra support.
Contact Zebra support.
Contact Zebra support.
21
Response Codes
Code
Description
5131 MX_SETTINGS_FAILED
Category Mx
5117 FOTA_READY
FOTA
5118 FOTA_UPDATED
FOTA
5119 FOTA_SETINGS_SET_PROPERLY 5120 FOTA_SERVICE_DISABLED
FOTA DEVICE
5121 5122
5123 5124
FOTA_SERVICE_ENABLED FOTA_CLIENT_NOT_IN_CORRECT_ STATE REQUEST_CANCELLED DOWNLOAD_FAILED
FOTA FOTA
FOTA FOTA
5125 5126 5127 5128 5129 5130
INSTALL_SUCCESS_MSG DOWNLOAD_AW INSTALL_IN_PROGRESS_MSG INSTALL_FAILURE_MSG WAITING_FOR_REBOOT_MSG INVALID_SESSION_ID
FOTA FOTA FOTA FOTA FOTA FOTA
5131 MX_SETTINGS_FAILED
5132 5133 5134
RECVD_JSON INVALID_JSON_DATA ZDS_SERVICE_DISABLED
DEVICE MX FOTA FOTA FOTA
5135 5136 5137
5138
5139 5140
ZDS_SERVICE_ENABLED
FOTA
DOWNLOAD_PENDING
FOTA
SECURITY_EXCEPTION_WHILE_D FOTA OWNLOADING
EXCEPTION_WHILE_DOWNLOADIN Customer G
Waiting for OS update confirmation DEVICE
Device low on RAM, unable to start LGE client on device
DEVICE
Solution This is an internal error. Launch the StageNow application and capture the version report from the menu. Contact Zebra support. No action required. The device is reporting that it is capable of receiving FOTA Commands. No action required. Device is reporting that FOTA has been upgraded. No action required. Look at the System Update settings on the device and make sure FOTA is enabled. No action required. Contact Zebra support.
Contact Zebra support. Make sure the device has an Internet connection with a minimum of 2 Mbps bandwidth. No action required. No action required. No action required. Battery is Low. Charge the device battery. No action required. This error may occur when the device has not completed OTA API enrollment. Make sure the device is enrolled properly. If an Enterprise Reset, Uninstall, or Factory Reset is performed, then enrollment must be done again. Device has MX issues. Make sure that MX is installed and ready on the device.
No action required. Contact Zebra support. The user has disabled the Zebra Data Service (ZDS). OTA API requires that ZDS is enabled on the device. No action required. No action required. Contact Zebra support.
The customer may have canceled the download using the notification cancel button. No action required. Reboot the device and try again.
22
Response Codes
Code
Description
5146 DEVICE_NOT_LICENSED
Category DEVICE
5147 5148
GOLDEN_CONFIG_FILE_IS_NOT_P RESENT
FILE_BACKUP_IS_NOT_FEASIBLE
FOTA FOTA
5149 5150
6000
6001
6002
6003 6004 6005
FILE_UTILITY_IS_NOT_INSTALLED
FAILED_TO_GENERATE_OUTPUT_ FILE
DOWNLOAD_FAILED_WITH_INVALI D_INSTALLATION_TYPE
DOWNLOAD_FAILED_WITH_INVALI D_PACKAGE_TYPE
DOWNLOAD_FAILED_WITH_INVALI D_REQ_PROP
INSTALL_FAILURE_AB_STREAM
INSTALL_FAILURE_CSP
NETWORK_RULES_NOT_MET_RET RYING
FOTA FOTA
FOTA
FOTA
FOTA
FOTA FOTA FOTA
6006 BATTERY_RULES_NOT_MET_RET FOTA RYING
6007 POWER_RULES_NOT_MET_RETRY FOTA ING
6008 CANCEL FAILURE
FOTA
1107 1009
OS Update has failed to install.
OS Update failed due to error while copying or transferring package.
FOTA FOTA
1113 1114 1124
OS update failed to install due to exception.
Ejected SD/USB card from settings when update is ongoing from external SD/USB card path.
Triggered streaming OTA full upgrade with low battery.
FOTA FOTA FOTA
Solution The device is not licensed to use the FOTA application. You must get a Zebra Mobility DNA License to use the FOTA application. The Golden config file is not present in the enterprise/usr/persist folder. File backup is not feasible because the device does not have enough space, the output file is corrupted, or some of the preconditions are not met. File utility app is not installed on the device. Failed to generate the output file, as it has exceeded the limit. Contact Zebra support.
Contact Zebra support.
Contact Zebra support.
Contact Zebra support. Contact Zebra support. Network rule not met. Retrying the download. No action required Battery rule not met. Retrying the download. No action required. Network rule not met. Retrying the download. No action required. The deployment was not canceled because: · Deployment is complete. · Installation is in progress and canceling it can be
harmful to the device. Contact Zebra support. During streaming update, the Wi-Fi disconnected and streaming timed out. Connect to a stable network and retry the operation. Contact Zebra support.
Retry the update by putting the USB or SD card back into the device.
The OS update cannot be started due to low battery. To install the update, connect to a charger or charge the device more than the minimum threshold (default 30%) and retry the operation.
23
Response Codes
Code
Description
1125 Downgrade attempted.
1201 OS update has canceled due to reboot.
Category FOTA FOTA
1202 Update canceled due to battery swap. FOTA
Solution Downgrade not allowed.
While the update was streaming, the device was restarted by the user. Retry the update after the device restarts.
While the update was streaming, the user performed a battery swap. Retry operation after battery swap.
24
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