Aspenware Scanning Troubleshooting

This doc outlines a list of items to check if a customer reports an issue in Aspenware Scanning. AW Scanning uses Unity just like the online commerce site but some customers have a stand-alone instance of Unity that only the scanners use which is typically installed on an internal server in their environment instead of a web server. We have commerce Unity URL’s in LastPass but we don’t have all the AW scanning URL’s listed so it’s important to know what URL the customer is using on the scanner.

Instructions

Questions to ask and how to test

1. Has the scanner been working or has it never worked?

   1. If it has been working, do they know of anything in their environment that has changed or are they currently having any network issues?

   2. If it has never worked, all settings on the scanner need to be checked.

2. What is the Unity URL being used by the scanner? The Unity URL can be found by scanning a barcode of the word, ‘SETTINGS’ on the Login page of the app (or ‘settings’ can be typed in). This will then show a page where the WebServiceURL, ClientID and ClientSecret are entered.

3. Can the Unity URL be entered into a browser on the device to show the API page or does an error page show? If an error page shows, it’s likely the Unity URL cannot be reached on the wireless network the device is connected to. This is likely a network issue that the customer needs to look into.

   1. The format of the URL in SETTINGS should look like this WITH the trailing slash: https://unity.aspenwarecommerce.net/UnityQA/

   2. To have the customer test entering the URL into a browser on the device, it must be entered like this: https://unity.aspenwarecommerce.net/UnityQA/index.html

   3. If the URL shows the API page (not an error page), have the customer enter the ClientID and Client Secret to make sure they are valid. Click the ‘Authorize’ button:

      

      1. Then enter the ClientID and ClientSecret the customer is using

         

      2. Then check the following scopes (the checkboxes)

         1. service.access / access control service (usually the first one in the list)

         2. services / services (usually the last one in the list)

   4. Then to verify Unity can communicate to the RTP db, try the ‘get access locations' api call

      1. Click the entry, GET - /api/Access/locations

      2. Click ‘Try it out’ and then the blue Execute button

         
   5. 

      If Unity can communicate to the RTP db, you should see a list of RTP Access Locations returned. This is one of the calls the scanner makes so if this works, the scanner should work.

      

   6. If you see anything other than the above, it’s possible Unity can’t communicate to RTP.

Related articles