Tel: 866-394-3822 (24/7)

Tech Support FAQ

Handheld (PS535, PS236, PS336)

Q: I cannot get the hand held to connect with Windows 10, is it compatible with this OS?

A: Yes it is. First you need to download Mobile Device center and then the device will connect.

Q: Is there something that can be done if the unit freezes before loading the OS every time?

A: You can do a clean boot on the unit. (Reference the user manual) This will wipe the data on the unit but sometimes will allow the unit to refresh and continue working. If the clean boot does not correct the issue then it will need to go in for repair.

Topics for Tablet/Notebook (T800, F110, RX10, V100, V200, V110, B300, S400, S410, X500)

GPS

Q: How accurate is the GPS?

A: Our GPS is accurate to 3 meters.

Q: How do I test to see if the GPS is working correctly?

A: Go to the GPS tab of G-Manager and click Start. This will scan through all COM Ports and find the GPS, Show you the BAUD Rate, how many satellites it finds, your signal quality, if it acquires location.

Q: The GPS works correctly while off the dock but cannot get signal while on the dock. Is there a setting we are missing?

A: First question is, are you using external antenna? If you’re not then follow these steps to change docking USB to 2.0 to resolve the issue:

  • Turn the unit on and at Getac Splash screen press F2 to go into BIOS.
    • If using a table press the Windows button then click Setup Utilities
  • Go to the advanced tab
  • Click Device Configuration
  • Click Docking USB
  • Change from 3.0 to 2.0
  • Press F10 to Exit & Save Changes
  • Click Yes
  • Now test the GPS to see if the signal has improved

If you are using an external antenna please check to make sure it is in the correct spot on the dock. Usually port C.

Q: What do I do if I have more than one software that needs to use the GPS at the exact same time?

A: Us our V-GPS application that will split the GPS COM Port and push the data to multiple virtual COM Ports it creates. Then have your software point to those Virtual ports to get the data it needs from the GPS.

Q: What if the GPS cannot be found when testing in G-Manager?

A: Before clicking the start button check to see if you do not have another program that is already using the GPS. If there is then close down those programs first then try clicking start again. Only one program can use the GPS at a time. If this is your first time attempting then please check your PO to make sure it was purchased with a GPS.

Q: What should I do if I tested the GPS in G-Manager but it never acquires location?

A:

  • Make sure you’re outside in the open are as buildings can block the GPS signal.
  • Make sure you’re not on a Dock just for the initial testing.
  • Check to see if it is actually finding satellites and what the signal indicator shows for those satellites.
  • If it is not finding satellites or if the signal quality is to low then it would need to go in for repair

Barcode Scanner

Q: We open notepad as a test for our scanner but when we scan nothing shows up. Our software needs the scanner to be able to be in keyboard mode to type into notepad, how can we change it to this mode?

A:

  • Download the Honeywell Driver https://www.dropbox.com/s/ps171hfo3iphwtc/Honeywell%20Barcode%20Driver.zip?dl=0
  • Open Honeywell 5080-update.docx
  • Scan the last barcode and it will put it into keyboard emulation mode
Q: When we scan a barcode the data doesn’t populate into our software. What is needed for this?

A: Normally software like this has you choose a COM port and Baud rate you need the scanner in. Now we have to put the barcode in COM Emulation Mode:

  • Download Honeywell Driver for the scanner https://www.dropbox.com/s/ps171hfo3iphwtc/Honeywell%20Barcode%20Driver.zip?dl=0
  • Unzip Driver
  • Follow instructions in Honeywell 5080-update.docx
  • The scanner’s baud rate by default is 9600.
  • Find the scanner in device manager and see what COM Port it was assigned.
  • Change your software to match the COM Port and Baud rate
  • Now when you scan it should pull data into your software
Q: When we scan the PDF417 barcode nothing registers. How can we get the scanner to scan this type?

A:

RFID

Q: My unit came with RFID reader but how do I test it with my RFID tag?

A: Install the SmartTag software which can usually be found in the RFID folder of the drivers folder on the C Drive.

  • Run SmartTag
  • Right Click RFID Icon that appears
  • Click Send UID Out
  • Right Click RFID Icon again
  • Click Keep Scanning
  • Left Click RFID Icon
  • A Box will appear which scans through the different RFID Tag types
  • Place your RFID Tag near the RFID reader on the unit until it passes through all types
  • If it can read your type of tag then it will appear with a number in the box of your RFID Tag
  • If it doesn’t you may need to check to see which type you have to see if it is compatible with our reader

4G

Q: Do I have to use Skylight to manage the 4G Connection?

A: No it is not required as Windows can manage the connection just fine. Here are some steps when installing the drive that will help:

  • Download Latest Driver from our driver page for your model
  • Unzip the driver
  • Right Click configuration file and go to properties
  • Uncheck read-only if it is checked then hit OK
  • Open Configuration file
  • Change FWUpdate=OFF to FWUpdate=Auto (Updates 4G card firmware to the latest)
  • Change AUTOFWSIMMATCH=0 to AUTOFWSIMMATCH=1 (Changes Carrier Firmware based on SIM)
  • Save changes and Exit
  • Make sure you’re still on the internet for 4G Card firmware to download and install
  • Run Driver Setup file that is in the same folder with the configuration file
  • Walk through default steps of installing driver

This will allow you to have the driver installed without using skylight and the proper carrier will be chosen based on your SIM. Now you can manage the connection through Windows.

Q: How can I find out the IMEI number of my 4G Card?

A:

  • If you have skylight installed click the square in the upper right corner (far left of the 4 icons)
  • Click About
  • It will now give you your IMEI number
  • If you do not have skylight installed open the command prompt
  • Type netsh mbn show interface and press enter
  • The Device ID is your IMEI number
Q: I cannot connect after clicking Connect. It starts to connect then instantly disconnects?

A: Please check your APN settings. A lot of times this will happen if you have the default carrier APN but you’re supposed to be using a static APN so your unit gets a static IP from the carrier. Change the APN to what you need it to be and try again.

Q: I use the unit on a vehicle dock and my signal quality is very bad. How do we correct this?

A: First question is, are you using external antenna? If you’re not then follow these steps to change docking USB to 2.0 to resolve the issue:

  • Turn the unit on and at Getac Splash screen press F2 to go into BIOS.
    • If using a table press the Windows button then click Setup Utilities
  • Go to the advanced tab
  • Click Device Configuration
  • Click Docking USB
  • Change from 3.0 to 2.0
  • Press F10 to Exit & Save Changes
  • Click Yes
  • Now test the 4G to see if the signal has improved
  • If it still has not improved open G-Manager and click on the Antenna Tab
  • Make sure the lower main check box is checked with no sub-check boxes checked an hit apply
  • If the signal quality doesn’t improve then test it off of the dock, if it’s the same signal quality then the unit may need to come in for repair if other units work well in that same area.

If you are using an external antenna please check to make sure it is in the correct spot on the dock.

Q: Skylight is saying Mobile Broadband is off, laptop wireless switch is off, how do I turn it on?

A:

  • Click the arrow in the bottom right to open the system tray
  • Right click the Getac Utility Icon (Looks like a gray gear with a blue circle around it)
  • Click Quickbar
  • If the second icon is X’d out then click it to turn the 4G back on.
  • Check Skylight to see if it now on
Q: Skylight says Mobile Broadband Device not detected and the quickbar shows the middle icon is grayed out with an X, how do we turn the broadband back on?

A: When the quickbar shows that it is gray that means it was disabled in BIOS. Please follow these steps to turn it back on:

  • Reset the unit and press F2 at the Getac Splash screen
  • Click the Advanced Tab
  • Click Device Configuration
  • Turn WWAN switch to ON
  • Press F10 to Exit & Save Changes
  • Not your broadband should be enabled again
Q: Skylight still says Mobile Broadband device not detected even though quickbar shows its turned on?

A: Open Control panel and see if the Sierra Mobile Broadband driver is installed. If it’s not please install the latest driver from our driver page. If the driver is already installed please check device manager that it is enabled:

  • Click Start flag button
  • Right Click Computer and click manage
  • Click Device Manager
  • Click Network Adapters
  • If Sierra Wireless Adapter shows a down arrow on it then it is disabled.
  • Right Click the adapter and click enable

Battery

Q: I have a battery that charges and another that isn’t recognized. How can I find out if the battery is bad or if it’s the unit?

A: Have the unit on the AC Power then make sure the good battery can charge in both ports. If it can take the good battery out and attempt the non-charging battery in either port. If it cannot be recognized first thing is to make sure your EC BIOS is up to date from our Driver page, if not update and try again. If it is then check the battery serial number to see if it is still under warranty to be replaced or you will need to purchase a replacement from your re-seller.

Q: I have one battery showing at 100% and the other at 70% but it isn’t charging fully. Is my second battery going bad?

A: Not necessarily. This percentage is Windows reading the capacity of the battery. Please follow these steps to check if there is an actual difference between the two batteries

  • Click the arrow in the bottom right to open the system tray
  • Right click the Getac Utility
  • Click G-Manager
  • Click the Battery Tab
  • Full Charge Capacity is what will let you know the capacity each battery can charge to. This number will degrade over time as the battery life of the unit decreases.
  • If the 70% battery has a much lower Charging Capacity then it could point to the battery life decreasing.
  • You can click start for Gauge reset to help calibrate the battery for a better use of its remaining capacity.
Q: Is there a way to prolong the life of our batteries?

A: It depends on how you use the units. If you are in the field not on charger and only using the battery then you will want to keep battery settings in G-Manager as default. If you have the units on a dock all day long with minimally taking it out of your vehicle then the following settings can help extend the life of your battery

  • Click the arrow in the bottom right to bring up the system tray
  • Right click Getac Utility
  • Click G-Manager
  • Click the Battery Tab
  • Click Eco Mode in the Charging Mode area
  • Click OK to save changes

This will charge your batteries only to 80% of their Max Capacity which will allow your batteries to life to be extended for in situations where you are charging the units the majority of the time. It’s also good to keep your EC BIOS up to date as well.

Q: It shows that only one of my two batteries is charging, is this normal?

A: Our units are designed to charge only one battery at a time.

Update BIOS

F110G1 Model:

Q: How do I update from SYS BIOS R2.XX to the latest R3.XX?

A: First you have to update to R2.06, then to R3.00 and then you can update to the latest R3.XX

Q: I have SYS BIOS R1.XX and want to update to the latest R3.XX but it is giving me an error? How Can I get to the latest BIOS?

A: You will first need to update to R1.09, then to R3.00, then to the latest R3.XX BIOS.

Q: I want to update to the latest EC BIOS but after I run the WinECFLashx64.exe it restarts then nothing else happens other than Windows loading like normal. How can I update the EC without using DOS?

A: If this happens you have to check with your IT Administrator to see if there is a program or policy that prevents any programs from being added to the run at start of windows list. The Windows EC Flashing tool has to start at windows after it resets but if it is prevented from doing that for one time only then you will not be able to flash it this way unless it’s added as an exception.

V110G1 Model:

Q: How can I update from SYS BIOS R1.XX to the latest R3.XX?

A: First you have to update to R1.06, then to R3.01 and then to the latest R3.XX

Q: How can I update from SYS BIOS R2.XX to the latest R3.XX?

A: First you have to update to R3.01 and then you can update to the latest R3.XX

Dimming LCD

F110:

Q: When I take the unit off the dock or AC Power the LCD instantly Dims. Is there a way to correct this?

A: Take the battery cover off then put it back on make sure you feel all the snaps snap in place and then lock it down. See if this corrects the issue. If the unit still dims on battery only after doing this it will need to go in for RMA.

V110:

Q: When I take the unit off the dock or AC Power the LCD instantly Dims. Adjusting brightness up or down doesn’t help at all only while on battery only. Is there a way to correct this?

A: Please open both battery doors making sure there is no debris to prevent door from closing  then close them. If this doesn’t correct the issue then it will need to go in for RMA.

Configuring Buttons

Q: Is there a way to customize the P1 or P2 buttons?

A: Yes, please download the following button configuration utility and follow the instructions within.