ACR35 not working

[JohnathanParticipant]

The FloJack was on backorder so I thought I’d be slick and order the ACR35 and then pull the device ID, buy the pro SDK and voila. However, upon receiving the ACR35 it does not seem to be working. I’m running iOS7.1 on an iPhone 4. I downloaded the ACS MobileMate app from the app store. I start the app and then plug in the device. I get an alert saying that my headphone volume is all the way up and the light turns on (green) on the ACR35. The alert disappears and I am presented with a menu of options that signifies that the phone is reading the device. Here’s where it gets funky, if I hit the explore device option, none of the fields are populated. Instead, I get an alert saying “Error The device is not responding.” I then get multiple alerts showing the headphone volume jumping from full volume to mute and back. The error message is thrown sporadically as well. Now, if I don’t select an option at all and instead just wait (usually 10-15 seconds after discovery) I still get the error and the mute/full volume alerts. Thanks in advance for any thoughts or suggestions.

[ScottKeymaster]

Hi Johnathan,

Have you tried using the sample app in the Flomio SDK with your reader?

-Scott

• This reply was modified 8 years, 10 months ago by  Scott.

[RichardKeymaster]

Seems something if going wrong with the ACR35 but it’s hard to say without sanity checking. I would first make sure the unit is fully charged. Do so by plugging in the microUSB cable to power and waiting until the RED led goes off. This means the unit is fully charged. Then I would try the building the sample app that’s explained in the Flomio SDK bundle README. This step by step instructional will get you a simple application that will make the FloJack read NFC tag UUIDs. It shouldn’t take more than a few minutes to cut/paste the app together if you have Xcode and your development environment for iOS setup. Otherwise, the fastest alternative is to send us your ACR35 device id and we can add it to our Basic license server so you can try our SDK app on iTunes. Go here to for instructions on how to get your device ID.

thanks,
Richard

[JohnathanParticipant]

@Scott No, I haven’t built the app yet. I figured that it was more pertinent to obtain the device ID so that I could get the SDK. However, I will attempt to build it now and will post again when complete. Thank you for the suggestion.

@Richard I will fully charge the unit and will build the sample app to see what happens. I appreciate the idea of getting you the device ID for the SDK but the link you sent me is for the exact process that is throwing the error. I am unable (at this point) to get the device ID. I will try again after ensuring the device has been fully charged. Thanks for the advice.

[RichardKeymaster]

Hmm… you may have a defective unit if once fully charged you’re unable to follow the procedure of getting the device ID. If that’s the case we can send you a new one, just mail us back the broken one so we can figure out what is wrong with it.

thanks,
Richard

[JohnathanParticipant]

@Richard So I think it is defective. After making sure it is fully charged, I went through the same procedure to obtain the device ID. Interestingly enough, on the first attempt after full charge, the first field populated “Firmware ARC35 V1.05” but then it error’d out in the same manner as described above before it populated anything else. I have tried several more times and it continues to error out without populating any data. How do I go about getting a new one (I didn’t order it through the account I am posting on.) Also, I believe I got the last one and the item is now on backorder. What is the ETA for new arrivals?

[RichardKeymaster]

Hi Jonathan, what’s your order #? We have more FloJacks/ACR35s in stock now as they arrived from the factory this week. You can ship your defective unit to the address list on the packing slip. Here it is again:

Flomio, Inc.
7171 Bay Dr, Ste 9
Miami Beach, FL 33141

We will ship you a new one right away. Sorry for the inconvenience, we test each unit before shipping so something must have slipped in our QA process.

best,
Richard

[JohnathanParticipant]

@Richard My order number was Order #54161. Please send a return address label my way either through email to the account the order was placed from or through the mail with the new ACR35. I will send the defective unit and power cord (everything that came to me) back once I get the label. Thanks so much for your quick actions in taking care of this matter.

[RichardKeymaster]

Jonathan, your replacement ACR35 has been processed and will ship out next week. You’ll receive a confirmation email with tracking information once it does. As for the return, you can keep the cable and snail mail the device back. If that’s too much trouble, you can just keep it. No biggie.

thanks,
Richard

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