Office Depot Supply Chain - TC58 REX Staging

TC58 - 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 = 11-25-02.00-RG-U00. 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.

   • • Email: zt.admin@sstid.com

     • Password: Mdm4Life@@

2. Select "Devices" option on the left and in the search bar scan or type the IMEI 1. 

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

     • If the search results show the IMEI 1, 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 IMEI

6. Paste in IMEI 1 from the replacement device and select Add (default configuration will be assigned)

   • • IMEI 1 can be found on the back of device.

Enrollment is complete, proceed to the "Device Configuration and Enrollment" section

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:

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

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

               • 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 TC58 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.

               • Print the label

               • 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 (11-25-02.00-RG-U00).

  • If device is not on the latest OS Version (11-25-02.00-RG-U00), 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.

   • • • The "Connect to mobile network" screen should appear. Select "Skip"

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; continue to step 6.  

       • 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 using IMEI #1 first. Once confirmed, add IMEI #2 as well (use the same steps in the "Check for Zero Touch Enrollment" section).This will result in ZeroTouch now having both IMEI #1 and IMEI #2 enrolled.

           • Factory reset and reboot the device. 

           • Repeat step 4 and step 5 from above.

           • The wizard's check should pass and bring you to another screen with the text "This device belongs to your organization" now. STOP HERE!  

           • Go back to ZeroTouch and remove IMEI #2

           • Factory reset and reboot the device again.

           • Repeat step 4 and step 5 once more.

           • The wizard's check should still pass and bring you to another screen with the text "This device belongs to your organization". You can now continue to step 6.

If these steps still fail to enroll your TC58, 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 TC58.

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 “TC58/”

5. Finally, select “AT_FULL_UPDATE_11-25-02.00-RG-U00-STD-ATH-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:

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

       • 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 (Cellular)".

• 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.

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

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

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.

    • • 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)

      • 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 ***

        • • Other use case examples

            1. • MAINT

               • TRANS 

               • VOICE 

               • WHSE 

SOTI configuration is complete. Proceed to the OmniTracs App Permissions section. 

OmniTracs App Permissions

By now, the full "OmniTracs PROD 2-9-2020 - AE WORK MANAGED TC57-TC58" package should have had time to fully install on the replacement device. If this is not the case, please refer to SOTI's "Configurations" tab within the replacement device and re-push any necessary packages under the "OmniTracs PROD 2-9-2020 - AE WORK MANAGED TC57-TC58". Follow the steps below if this applies to you. If this doesn't apply, skip to step 4.

1. While still inside SOTI, select the replacement device.

   1. • Another UI will appear

2. Select the "Configurations" tab (3rd option from the top left)

3. Identify the "Status" of the "OmniTracs PROD 2-9-2020 - AE WORK MANAGED TC57-TC58" package

   1. • If the "Status" displays "Pending Install" or "Install Failed", select the "V" icon the the left of the package

      • Identify any packages within the main "OmniTracs PROD 2-9-2020 - AE WORK MANAGED TC57-TC58" package that doesn't have the status "Installed"

      • Select the "vertical triple doted lines" to the left of any of the "non-installed" packages and select the "Force Package Reinstallation" option.

Allow time for the these pushed packages to install. Once complete, SOTI's configuration page will display the status as "Installed" and the app should appear on your replacement device.

4. While still inside SOTI, select the replacement device.

• Another UI will appear 

5. Select the "horizontal triple dotted line" on the upper-righthand corner of the screen.

6. In the search function under the "Device Actions", insert the text "Admin".

7. Select "Enter Admin Mode"

From here, the lockdown page will be released. There's roughly a five minute timer that, when expired, will take you back to the lockdown page. Follow steps 4-7 again to get back out of the of the lockdown if needed.

8. While outside of the lockdown page, open the "OmniTracs" application. A few screens will appear appear; follow the action for each screen:

• Screen - User Data Privacy 

  • • Action - Select "Accept"

• Screen - Required Permissions 

  • • Action - Select "OK"

• Screen - Storage Access Required 

  • • Action - Select "Continue"

    • Action - Select "USE THIS FOLDER / ALLOW"

• Screen - Storage Access Required 

  • • Action - Select "Continue" 

    • Action - Select "USE THIS FOLDER / ALLOW"

9. Exit the "OmniTracs" application and then go to "Settings"

10. Select "Apps" 

11. Select "Special app access"

12. Select "Display over other apps"

13. Select "Roadnet Mobile"

14. Enable "Allow display over other apps"

Device staging is complete. Proceed to the Cellular Activation Setup section

Cellular Activation Setup

1. While still inside SOTI, select the defective device and in the Search for property name or value field type "phone".

2.  Copy the devices phone number without the +1.

   • • • Clear the search and scroll down to the "Cellular Details" section.

   • If in Cellular Details, the APN = nxtgenphone or Cellular Carrier = AT&T, skip to the TC58 Cellular Activation - AT&T Swap section. *** You will not not be returning to this section ***

3. Navigate to the Verizon Wireless Portal and login. 

   • Login: bcvillatoro

   • Password: 45X?tmLPP$QgMqm

     • • Security Question: What is the name of your favourite band or singer?

       • Security Answer: Suwanee1

       • Verification Delivery Method to Select: Email: tech@sstid.com

4. Under Welcome, In the search box enter in the device phone number.

5. On the line overview page (in the "Device information" section) double check that the Device ID (IMEI #2) and SIM ID from the VERIZON page matches the Cellular Details of the defective device in SOTI. 

   • • • If this information does not match, escalate to your manager. 

6. On the line overview page (in the "Device information" section), select Change device/ Activate equipment (located under the Device ID).

7. Enter new Device ID by scanning the replacement device's IMEI #2 from the back of the device or by copying IMEI #2 from SOTI if available (located in the "Cellular Details" section identified as "Secondary IMEI"). 

8. Select the "Validate device ID" button. (This button is located to the right of the "Enter New Device ID" field. 

9. Under the SIM Selection section, "eSIM" should already be selected. If not, select the "eSIM" option.

10. Select "Continue".

11. On the next page Check the box for Make Affective on Today

12. Then select Add another email address.

13. Add the following emails:

    • • • ed.chang@theodpcorp.com 

        • lester.chincheong@officedepot.com 

        • Lastly, add your work email address

14. Select Continue / Submit 

    • • • Once the process is complete, you'll be redirected to a "Thanks" page. 

The activation setup process is complete. Proceed to the Verizon Cellular Network Activation section.

Verizon Cellular Network Activation

1. Unlock the replacement device if it isn't already.

2. While on the lockdown screen, press and hold the back button on the bottom lefthand corner of the screen.

   1. • • An "Actions" screen will appear.

3. Select "Administrator"

4. Scan the admin QR code located further down this SOP

   1. • • Make sure to select the field under the text "Administrator Password" before scanning the QR code.

From here, there's roughly a five minute timer that, when expired, will take you back to the lockdown page. Follow the above steps again to get back out of the of the lockdown if needed.

5. Once out of the lockdown screen, navigate to Settings 

6. Go to Network and Internet

7. Select Mobile network 

8. Select "Scan" 

   1. • • You may see another screen appear with a confirmation message that says "Do you want to download the profile on device?", Select "OK".   

9. Scan the Verizon cellular activation QR Code located further down this SOP

   1. • • The mobile device will default to using the back camera to scan the QR code; use this.

        • Allow the device to verify the cellular registration that you completed earlier. Once complete, you'll be taken to an activation page. Select "Activate".

10. Reboot the device

11. Go back to SOTI and select the replacement device.

12. Test the cellular connection by doing the following:

    1. • • In the upper right hand side of the window, select "Send Script" or search the option by selecting the "..." button 

           1. • Select the "Legacy" option from the "Script Type" field. 

              • Select the "Turn WiFi Off" option from the "Execute Following Script" field. 

              • Select the "Send Script" button on the bottom right hand corner. The cellular bars should be visible on the upper right hand corner of the replacement device's screen. 

         • Using your Nextiva phone, call the replacement device.

         • Once the call has been confirmed to have been received, run the legacy script "TURN WIFI ON". The replacement device's cellular bars now shouldn't be visible and instead should show the WIFI connection.

13. After confirming that the WIFI is on, the replacement device is now ready to be used to Fulfill the RMA.

14. Go back to SOTI

15. Click on the defective device name and within the pop up menu, select the Delete button.

    1. • • A warning will appear. Click the red "Delete" button

16. Reboot the replacement device

    1. • • The device should boot back to the black background (lockdown) on its own.

Proceed to the "Verifying Single Active Cellular Service" section.

TC58 Cellular Activation - AT&T Swap

1. Create a Zendesk ticket and apply the macro named "Office Depot Device AT&T- Activation Swap". This macro should auto fill in the following:

   1. • • Assignee - You

        • Tags - rex_inquiries

        • Support Category - REX Inquiries

        • Subject Line - Office Depot AT&T Device: Please swap

        • Body - We have an AT&T device that we would like swapped. Below are the details:

          • • RMA: 

            • Defective serial #: 

            • Defective IMEI 1: 

            • Defective ICCID:

            • Phone #: 

1. 1. • • • • Replacement Serial #: 

            • Replacement IMEI 1: 

            • New ICCID: << Pull from Supply Chain Spare Pool (In the bin labeled "OD Supply Chain SIM Cards". Please use the Blue SIM card. DO NOT USE THE ORANGE SIM CARD. Refer to the picture below as a reference)

        • Priority - High

        • Department - Signature Service

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

3. Double check your Zendesk inputs.

4. 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:

   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.

5. Insert AT&T SIMs card if you haven't already. Activation will begin in the background. Confirm Mobile signal bars are appearing then continue to the next step.

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

   1. • • Username: sst-rex

        • Password: Strategic3325!!@ 

7. Search and select the replacement device

8. Test the cellular connection:

   1. • • Disable WIFI - In the upper right hand side of the window that is now displaying the replacement's details, select "Send Script". 

          • • Select the "Legacy" option from the "Script Type" field. 

            • Select the "Turn WiFi Off" option from the "Execute Following Script" field. 

            • Select the "Send Script" button on the bottom right hand corner. The cellular bars should be visible on the upper right hand corner of the TC58 screen. 

        • Using the TC58, call your Nextiva number (or your personal phone)

        • Using your Nextiva number, call the TC58

        • Run the legacy script "TURN WIFI ON". The TC58's cellular bars now shouldn't be visible and instead should show the WIFI connection. If this is the case, you've successfully confirmed the TC58's cellular connectivity. 

9. After confirming that the WIFI is on, the replacement device is now ready to be used to Fulfill the RMA.

10. Go back to SOTI

11. Click on the defective device name and within the pop up menu, select the Delete button.

12. A warning will appear. Click the red "Delete" button

13. Reboot the replacement device

    1. • • The device should boot back to the black background (lockdown) on its own.

Proceed to the "Verifying Single Active Cellular Service" section.

Verifying Single Active Cellular Service

To prevent application conflicts (e.g., Omnitrac App) and ensure proper device functionality by verifying that each replacement Zebra TC53e device has only one active cellular service before deployment. The presence of two active services can cause connectivity and application instability.

Perform one of the two methods below to verify the cellular service status. Method A is the recommended primary method.

Method A: Verification via Settings Menu (Recommended)

1. From the device home screen, open the Settings application.

2. Tap on Network & internet.

3. Carefully inspect the Mobile network line item.

   • • PASS: The line indicates a single carrier (e.g., "Verizon") and does not show "2 SIMs". The device passes verification.

     • FAIL: The line explicitly states "2 SIMs" as shown in the example image below. The device fails verification and requires corrective action.

Method B: Verification via Phone App (Alternate Check)

1. Open the Phone application.

2. Attempt to place a test call.

   • • PASS: The call proceeds directly without any pop-up menu.

     • FAIL: A pop-up appears asking you to choose which SIM or service to use for the call as shown in the example image below. The device fails verification and requires corrective action.

If a device fails verification, follow these steps to resolve the issue:

1. Navigate back to Settings > Network & internet.

2. Tap on Mobile network. This will display the active SIMs/eSIMs.

3. Select the incorrect/unassigned cellular service from the list.

4. Find and use the option to Remove the unassigned SIM/eSIM profile.

   1. • Scroll to the bottom of the screen

5. Restart the device.

6. Perform the verification steps using either methods again to confirm the issue is resolved before continuing.

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.

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 11-25-02.00-RG-U00

• 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 device has a phone number with activated service (you placed a call and the device received the call)

• 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

• The device's location settings has both Omnitracs XRS and Roadnet Mobile set to "Allow all the time"

  • • Check this by going to Settings/Location/App location permissions/ **select the application you are checking**

• The device indicates a single carrier