Hello,
Randomly thursday last week a lot of our scanners started coming up with the read error saying inaccesible URL these scanners are fully licensed nothing has changed on the server we now have 7 scanners we cant use as they cant connect to the server.
This can be a result of many root causes, but the last time I had this the IP of the devices was on a VLAN not able to connect to the app server.
To confirm this, you could snag the IP of the handheld device then go to the app server and ping that IP address. If the app server can’t reach the device then there’s something wrong there.
I’d also check the SSL cert you have and make sure it’s valid.
Hello,
Thanks for the reply the SSL certificate for our server runs out 1/1/2032 I have just pinged one of the scanners from our application server that is not working and out of the 4 pings 1 of the pings failed should I try putting the scanners on static IP’s ?
My friend, I am not the guy to ask about networking 
Also, the fact that it can reach the device means that the device should be able to connect at some point… Can you even get the login screen to go forward or are you stuck there?
essentially i enter the license it says retrieving from licensing server I then enter the server URL which is same as normal then I get a little red mark next to the URL with the red box saying inaccessible url.
Okay so connection probably isn’t a problem.
Mark might have your answer.
I would open a support ticket if it were me.
Hi Connor,
We are seeing the exact same thing on 2021.2, and I have an EpicCare case open for it. If I go to Chrome on the device, I can get to Kinetic but also see the self-signed SSL error. Three previously installed devices are working fine but a new one does not work. I see the device in the BISCiT Portal but it just won’t see our Kinetic instance.
EpicCare is sending it to BISCiT…
Yeah our Epicor Kinetic Warehouse Scanners were working about a week ago and now they have all randomly started dropping off sometimes I can fix it by resetting the scanners but out of 12 I now have 7 not working that I cant log back in on EpicCare keep sending me round in circles nothing has changed internally here for it to stop working however if any move scanners go we will no longer be able to operate
EpicCare sent me a link to the Install Guide, which I repeated at least six times to no avail. Our case is CS0004093332.
While nothing might have changed with their app, maybe an Android update broke something. 
I’ll add your company to our case.
Thanks for hopping in Mark
We use this app heavily, do you guys auto update? We aren’t seeing this issue but we control the versions.
@pphillips can you help?
Hello it seems the app updated 7th January I only started seeing the issues last tuesday
What version of the App are you on?
4.34.0
You can get 4.35 and or 4.36.RC from the portal if you want to try and see if that helps.
https://downloads.biscit.com/
The EpicCare suggestion was to uninstall and reinstall, so I’m sure we’re on the same version as Connor.
@josecgomez, do you delay Android updates as well?
Yes we control the whole experience via MDM (too many units to let them all get updated without vetting)
Us too, I don’t know what we would do with out mobile device management software (MDM).
Hi Jose,
I’ve alerted the EKW team, who are looking into it.
Are the affected users using self-signed ceritifcates?
Is there any error messages in the system log?
Hi @pphillips,
Yes, we are using self-sign certs. Three units have been working but when we added a new one, we got the error. (Old one on left, new one on right)
Here’s the System Log:
{“message”: “The platform configuration API failed, using default platform of EpicorERP and Username/Password authentication mode.”, “dateTime”: “2024-01-26T12:33:17.847Z”, “data”: {“headers”:{“normalizedNames”:{}, “lazyUpdate”:null,”headers”:{}}, “status”:0,”statusText”:”Unknown Error”,”url”:https://erpapp.pti/Production/api/.configuration?tenantId=,”ok”:false,”name”:”HttpErrorResponse”,”message”:”Http failure response for https://erpapp.pti/Production/api/.configuration?tenantId=:0 Unknown Error”,”error”:{isTrusted”:true}}, “type”:1}
