Office Depot Supply Chain - TC53E REX Staging

TC53E - REX Staging Process

*** The device obtained should've been pulled from the spare pool. If so, this device should already be at a state where staging can begin. STILL CHECK THE FOLLOWING: OS Version = 13-15-17.00-TG-U04. The device boots to a blue "HI There" screen. *** 

Check for Zero Touch Enrollment:

1. Login to Zero Touch reseller portal (https://enterprise.google.com/android/zero-touch/resellers/1036920028/devices). Link must be opened in "Incognito" mode.

1. 1. • • Email: zt.admin@sstid.com

        • Password: Mdm4Life@@

2. Select "Devices" option on the left and in the search bar scan or type the serial number. 

1. 1. • • If the search results do not show the serial number, select the "Devices" option on the left again and continue following the next steps. 

        • If the search results show the serial number, skip this section and continue to the "Device Configuration and Enrollment"

3. Select + Add device on top right

4. Select Office Depot - Supply Chain | 1298487371 in customer name

5. Select Wi-Fi only

6. Type the following in each field:

• • • • Manufacturer: zebra technologies

      • Model: tc53e

      • Serial numbers: **The serial number**

Device Configuration and Enrollment:

1. Grab an exoskeleton, battery, and a SD card from spare pool. 

   • • • • If the battery that was grabbed doesn't have a label on the back with the text "Supply Chain Battery Deployed xx/xx" (xx/xx - the proper month and year), follow these steps before continuing:

           • • 1. Open the "Bartender" software on the REX Lab's Laptop

               2. Select and open the "Battery Label" template *** the template will show a label pre filled with the text "Supply Chain Battery Deployed xx/xx" *** 

               3. Edit the "xx/xx" with the current month and year if the battery is new

                  • If the battery is not new, confirm the battery manufacture date by accessing the "Battery Manager" app using a TC53E device. The confirmed battery manufacture date will be used to insert the "Supply Chain Battery Deployed xx/xx". Additional context can be found in the "TRIAGED Battery Label Creation (Supply Chain)" section on the OD Maintenance page.

               4. Print the label

               5. Stick the label on the back of the battery.

2. This device OS should have already been configured in accordance with the Office Depot Supply Chain staging process.

• Insert the OS Ready SD into the device.

• To verify OS Version place a battery in and hold down the PTT button and the power button at the same time, let go once you see the Zebra logo.

• The android recover screen will appear and you will see the OS version at the top.

• Verify that the device is on the latest OS Version (13-15-17.00-TG-U04).

  • • • If device is not on the latest OS Version (13-15-17.00-TG-U04), stop and follow the "How to upgrade to Latest OS" section below and return to this section once completed.

3. Once you have confirmed that the device has the correct OS, select Reboot Device by pressing the power button. 

• Leave configured SD in device. 

4. Once in start-up wizard, tap START.

5. Connect to WIFI: Select See all WIFI networks and connect to SST Guest Access.

   • • • The wizard will check to see if the device is enrolled in ZeroTouch. If the check passes, another screen with the text "This device belongs to your organization" will appear.  

       • In the event that the check fails, a screen with the text "Copy App Data" will appear. From here, attempt the following:

         • Confirm that the device is enrolled in ZeroTouch (this model uses the serial number to enroll), reboot the device and retry the enrollment.

         • Factory reset the device and retry the enrollment.

         • Deregister and register the device and retry the enrollment.

If all attempts fail, escalate to your manager.

6. Allow the device to check for updates. 

7. Once on the "Set up your device" screen, select ACCEPT & CONTINUE.

8. Allow the device to enroll.

   • • • This will result in pressing Done, Next and More a few times throughout the process. 

9. Once the device is enrolled, the device will route you to the home screen periodically installing apps in the background.   

Note: A "Requested Pending Actions" page may appear when you're routed to the home screen. Here, you'll be directed to enable the "Modify System Settings" permission and the "Notification Access" permission for the SOTI application. If this does not appear, you'll still need to enable these settings. Follow these steps to insure these settings are enabled:

• Navigate to Android Settings > App & notifications > Advanced > Special app access 

• Give Modify System Settings permission > Select SOTI MobiControl > Switch toggle ON for Allow modifying system settings

• Select back twice

• Give Notification Access permission > Select SOTI MobiControl > switch toggle ON for Allow notification access >select Allow

Unless the device need to be upgraded, keep the enrolled device on throughout the rest of the steps. 

If the device needs the latest OS version, continue to the "How to Upgrade to Latest OS Version". If not, skip this section and continue to the "SOTI Configuration" section. 

How to Upgrade to Latest OS Version: 

1. Install Micro SDCard

• Follow the illustration below. Office Depot requires a Micro SDCard to be inserted into the TC53E.

Load Approved OS

1. While holding the top button on the left side of the device (PTT Button), begin holding down the power button until you see the Zebra logo on the screen

2. Releasing the buttons, wait for the android recovery screen to appear

3. Using the volume buttons to navigate and the power button to select, choose “apply upgrade from SD card” *** Depending on what OS the device is on, you might need to select “apply downgrade from SD card” instead. ***

4. Next, select “TC53E/”

5. Finally, select “NE_FULL_UPDATE_13-15-17.00-TG-U04-STD-NEM-04.zip” and the device will begin upgrading/downgrading its OS.

6. Once finished, the device will say “Install from SD card complete” below. Select “Reboot System Now”

The device should now be on the approved OS version. Continue to the "SOTI Configuration" section. 

SOTI Configuration

1. On your computer, navigate to SOTI MobiControl (https://s015494.mobicontrolcloud.com/MobiControl/oauth/logon) and login.

   • • Username: sst-rex

     • Password: Strategic3325!!@ 

2. Pay attention to the Group Repository the account is currently on. The group button is located on the top left of the webpage. When located, the button should display the text "All Devices" and there should be an icon "<<" to the right of the text. If this is not seen, follow these steps:

   • • 1. Select the group button. The icon ">>" should now be "<<" and an additional navigation bar should appear with the title "Groups"

       2. Select the "View All" option. The group button on the top left of the webpage should now display the text "All Devices" and icon off to the right of the text should still be "<<". The account is now on the Group Repository; continue to the next steps.

3. Click on the Navigation bar (Located at the top of the webpage. Usually has the text "Search for Devices" if the field is empty). If the field is not empty, select the "X" button off to the right of the Navigation Bar. This will remove the previous search conditions that was placed and the "Search for Devices" text should now be visible.

4. In the search box type and select Hardware Serial Number, then type and select = Is, paste the defective device serial number and select done.

5. Type Or and select OR Results match either or both queries and select it. 

6. Type Hardware Serial number again. 

7. Type and select = Is and paste the replacement serial number, then done. 

8. Once both devices appear in SOTI, verify each device (verify that the Hardware serial number for defective matches the RMA Serial # in REX and the replacement device serial # matches the serial # you entered.

If the defective serial number doesn't not appear (and you made sure that the account is under the "All Devices" repository), please do the following:

Skip to step 9 if this does not apply to you

• In Zendesk, create a new ticket and apply the macro named "Office Depot Device Device Name Missing - Ed".

• Fill in the following details:

  • • RMA: 

    • Location:

    • Defective Serial:

    • Replacement Serial:

• Insert Ed Chang (Ed.Chang@theodpcorp.com) in the Requester field.

• Double check your Zendesk inputs.

• Submit the ticket as "Pending"

• Assign the ticket to your manager

• Wait for a response from Ed. His response will generally be "Updates were complete...test". His response may take a couple of days, so be sure to do the following beforehand:

  1. • • Update the RMA within the REX log with the "HOLD" status where you'd put your initials for the RMA that this is connected to. 

       • Update the RMA Zendesk ticket to the "On-Hold" status w/ an internal note giving a brief summary for the reason this ticket is being put on hold. 

       • Update the REX ticket to the "HOLD" status.

If you already printed out shipping details for this device, make sure to keep them all together w/ the device and place them in a safe location. When Ed responds, you will be able to proceed to the next steps. For now, move on to a new RMA to fulfill. If this doesn't apply, continue to the next steps.

9. Next click on the defective device name in SOTI, and within the pop up menu select the Rename button (pencil Icon button) for the defective. In the Rename field add a dash at the end of the existing name and type "old" and select Rename.

10. Exit the device pop up menu. 

11. Then to the left of the page below DEVICE GROUPS in Search for Device Group field search the first four digits of the defective device name. 

12. Next Select the replacement device by clicking the circle to the left of the device name. A check mark will appear. 

13. Click the screen Icon of the device and drag it into the device group. 

14. Select refresh to refresh the list in SOTI and confirm both defective and replacement share the same path/group. 

15. Select the Replacement device in SOTI.

16. Within the pop up menu select Reset passcode button (lock Icon button)

    • • 1. Skip steps 16-18 if the the name of the defective device contains "SCAAS". No pin is needed for this use case.

17. The new passcode should be set to the last four digits of the defective location # in the REX RMA. (This number should match the device group #. If not set the passcode to the first four digits of the defective device's name in SOTI)  

18. The replacement device will lock. Make sure to confirm passcode by unlocking the device and entering the new four digit passcode. 

19. Now select the Replacement device name and select the Rename Button (pencil Icon button)

20. Rename the replacement with the defective name without the "-old".

21. After renaming the device, the device's background will change depending on what is contained in the name.

    • • 1. If the device name contains "SCAAS", a black background with a red border will appear with a number of apps. (This is a TikTok use case)

        2. All other use cases will have the same black background (w/ no red border) with the name Veyer and "Site#-Site Group-Device#-AE" near the bottom along with a number of apps. *** If no transitions for any use case occurs, reach out to your manager for guidance ***

           1. 1. Other use case examples

                 1. 1. MAINT

                    2. TRANS 

                    3. VOICE 

                    4. WHSE 

22. Remove the defective device from SOTI (the device with the "-old")

Staging is now complete, please go back to the Supply Chain RMA Fulfillment SOP and continue the fulfillment process.

NOTE: There's a final checklist at the bottom of this SOP. It is recommended to use this as a form of self QA. Take this time to double check your work. 

SOTI - Körber Application Issue 2/20/25

There is an app policy on the device that is installing a different version than the package.

Package: 13.19.1906.0000 << This is the target

App Policy: 13.19.11562.0000

In the event that the "PROD-Korber" package fails to install, follow the steps below:

1. Go to the "Applications" tab when selecting the device in SOTI.

2. Find the "Körber One Mobile" application

3. Select the vertical triple dotted line (located on the left of the "Körber One Mobile" application)

4. Select "Remove Program"

5. Once removed, go to the "Configurations" tab

6. Find the "PROD-Korber" package

7. Select the "v" symbol (located on the left of the name "PROD-Korber" (this will reveal another line item named "Korber"))

8. Select the vertical triple dotted line (located on the left of the revealed "Korber" line item)

9. Select "Force Package Reinstallation" (the package should now install successfully)

10. Once installed, enter "Admin Mode" (this can be done a few ways)

    1. • With the device in hand; on the lockdown page, press and hold the back button and scan the admin password QR code (located further down this SOP); you are now in Admin Mode. 

       • While still in SOTI, select the device, then select the horizontal triple dotted line (located on the top right-hand corner). Enter the word "Admin", then select the "Enter Admin Mode" option; you are now in Admin Mode. 

11. Once in Admin Mode, open the "MobiControl" application on the device.

12. Select "App Catalog"

13. Select "IN-HOUSE"

14. Compare the app policy version with the package version and confirm if it is newer or older.

    1. •  If newer, select upgrade

This issue should now be fixed. Please continue through the rest of the staging process.

Final Check List

Did you check the following?

• The device's buttons are all working

• Register the device in ZeroTouch

• Upgrade the device to the target OS 13-15-17.00-TG-U04

• Grab a battery with the text "Supply Chain Battery Deployed xx/xx" (xx/xx - the proper month and year) on the back

• Leave the configured SD in the device

• The device is on a black background with the name Veyer and the appropriate name "XXXXXX-XXXXX-AE". This name should've been obtained from the defective device or given to by Office Depot directly.

• The device's configurations are all fully installed

• The device has the appropriate passcode enabled

• The device's Location/Group Path is correct

• The defective device's SOTI profile was deleted

• The device's Modify System Settings permission is enabled

• The device's Notification Access permission is enabled