Unable to Open/Retract Dock Latch via QR Code
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Background
Section titled “Background”This guide is specifically for troubleshooting and resolving issues when you’re unable to open or retract a dock latch via the QR Code. More info about the bay safe process can be found here: Bay Safe – How they work and how to use them.
Troubleshooting Steps
Section titled “Troubleshooting Steps”graph TD
does-the-dock-have-a-qr-code-on-it{"<small><b>Step 1</b></small><br/>Question: Does the dock have a QR code on it?"}
the-dock-qr-code-google-drive-folders-u["<small><b>Step 2</b></small><br/>Action: The dock QR code google drive folders..."]
does-the-last-option-say-retract-or-sur{"<small><b>Step 3</b></small><br/>Question: Does the last option say “Retract” or..."}
this-means-the-dock-is-not-installed-int["<small><b>Step 4</b></small><br/>Action: This means the dock is not installed ..."]
when-you-select-an-option-does-it-say-b{"<small><b>Step 5</b></small><br/>Question: When you select an option, does it sa..."}
safe-the-bay-first-for-more-info-about["<small><b>Step 6</b></small><br/>Action: Safe the bay first. For more info abo..."]
when-you-enter-the-zip-id-does-it-accep{"<small><b>Step 7</b></small><br/>Question: When you enter the zip ID, does it ac..."}
navigate-to-fleetwrangler-find-dock-ent["<small><b>Step 8</b></small><br/>Action: Navigate to FleetWrangler » Find Dock..."]
at-the-top-of-the-page-there-will-be-a["<small><b>Step 9</b></small><br/>Action: At the top of the page, there will be..."]
is-the-correct-zip-listed-as-docked-zip{"<small><b>Step 10</b></small><br/>Question: Is the correct zip listed as “Docked ..."}
the-system-should-allow-you-to-open-retr["<small><b>Step 11</b></small><br/>Action: The system should allow you to open/r..."]
confirm-the-wrong-zip-is-not-flying-and["<small><b>Step 12</b></small><br/>Action: Confirm the “wrong” zip is not flying..."]
turn-off-the-wrong-zip["<small><b>Step 13</b></small><br/>Action: Turn off the “wrong” zip. 1. Go to Fl..."]
go-to-the-wrong-zips-fleetwrangler-zip["<small><b>Step 14</b></small><br/>Action: Go to the “wrong” zip’s FleetWrangler..."]
if-this-does-not-work-delete-the-zip["<small><b>Step 15</b></small><br/>Action: If this does not work, delete the zip..."]
physically-confirm-that-there-is-a-zip["<small><b>Step 16</b></small><br/>Action: Physically confirm that there is a zi..."]
turn-off-the-zip-that-is-in-the-dock["<small><b>Step 17</b></small><br/>Action: Turn off the zip that is in the dock ..."]
if-the-zip-remains-buddied-to-the-bay-a["<small><b>Step 18</b></small><br/>Action: If the zip remains buddied to the bay..."]
in-the-open-latch-flow-leave-the-zip-id["<small><b>Step 19</b></small><br/>Action: In the open latch flow, leave the zip..."]
is-the-zip-turning-off-when-requested{"<small><b>Step 20</b></small><br/>Question: Is the zip turning off when requested?"}
the-system-should-allow-you-to-open-re-2["<small><b>Step 21</b></small><br/>Action: The system should allow you to open/r..."]
escalate-to-service-engineering-to-tell{{"<small><b>Step 22</b></small><br/>Escalation: Escalate to service engineering to te..."}}
does-the-dock-have-a-qr-code-on-it -->|Yes| does-the-last-option-say-retract-or-sur
does-the-dock-have-a-qr-code-on-it -->|No| the-dock-qr-code-google-drive-folders-u
does-the-last-option-say-retract-or-sur -->|Retract| when-you-select-an-option-does-it-say-b
does-the-last-option-say-retract-or-sur -->|Survey| this-means-the-dock-is-not-installed-int
when-you-select-an-option-does-it-say-b -->|Yes| safe-the-bay-first-for-more-info-about
when-you-select-an-option-does-it-say-b -->|No| when-you-enter-the-zip-id-does-it-accep
when-you-enter-the-zip-id-does-it-accep -->|Yes| is-the-correct-zip-listed-as-docked-zip
when-you-enter-the-zip-id-does-it-accep -->|No, I entered a zip ID and ...| navigate-to-fleetwrangler-find-dock-ent
navigate-to-fleetwrangler-find-dock-ent --> at-the-top-of-the-page-there-will-be-a
at-the-top-of-the-page-there-will-be-a --> is-the-correct-zip-listed-as-docked-zip
is-the-correct-zip-listed-as-docked-zip -->|Yes| the-system-should-allow-you-to-open-retr
is-the-correct-zip-listed-as-docked-zip -->|No, the wrong zip is listed| confirm-the-wrong-zip-is-not-flying-and
is-the-correct-zip-listed-as-docked-zip -->|No, it says 'empty'| physically-confirm-that-there-is-a-zip
confirm-the-wrong-zip-is-not-flying-and --> turn-off-the-wrong-zip
turn-off-the-wrong-zip --> go-to-the-wrong-zips-fleetwrangler-zip
go-to-the-wrong-zips-fleetwrangler-zip --> if-this-does-not-work-delete-the-zip
physically-confirm-that-there-is-a-zip --> turn-off-the-zip-that-is-in-the-dock
turn-off-the-zip-that-is-in-the-dock --> if-the-zip-remains-buddied-to-the-bay-a
if-the-zip-remains-buddied-to-the-bay-a --> in-the-open-latch-flow-leave-the-zip-id
in-the-open-latch-flow-leave-the-zip-id --> is-the-zip-turning-off-when-requested
is-the-zip-turning-off-when-requested -->|Yes| the-system-should-allow-you-to-open-re-2
is-the-zip-turning-off-when-requested -->|No| escalate-to-service-engineering-to-tell
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style the-dock-qr-code-google-drive-folders-u fill:#dcfce7,stroke:#22c55e,color:#14532d
style does-the-last-option-say-retract-or-sur fill:#dbeafe,stroke:#3b82f6,color:#1e3a5f
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style when-you-select-an-option-does-it-say-b fill:#dbeafe,stroke:#3b82f6,color:#1e3a5f
style safe-the-bay-first-for-more-info-about fill:#dcfce7,stroke:#22c55e,color:#14532d
style when-you-enter-the-zip-id-does-it-accep fill:#dbeafe,stroke:#3b82f6,color:#1e3a5f
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style at-the-top-of-the-page-there-will-be-a fill:#dcfce7,stroke:#22c55e,color:#14532d
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style the-system-should-allow-you-to-open-retr fill:#dcfce7,stroke:#22c55e,color:#14532d
style confirm-the-wrong-zip-is-not-flying-and fill:#dcfce7,stroke:#22c55e,color:#14532d
style turn-off-the-wrong-zip fill:#dcfce7,stroke:#22c55e,color:#14532d
style go-to-the-wrong-zips-fleetwrangler-zip fill:#dcfce7,stroke:#22c55e,color:#14532d
style if-this-does-not-work-delete-the-zip fill:#dcfce7,stroke:#22c55e,color:#14532d
style physically-confirm-that-there-is-a-zip fill:#dcfce7,stroke:#22c55e,color:#14532d
style turn-off-the-zip-that-is-in-the-dock fill:#dcfce7,stroke:#22c55e,color:#14532d
style if-the-zip-remains-buddied-to-the-bay-a fill:#dcfce7,stroke:#22c55e,color:#14532d
style in-the-open-latch-flow-leave-the-zip-id fill:#dcfce7,stroke:#22c55e,color:#14532d
style is-the-zip-turning-off-when-requested fill:#dbeafe,stroke:#3b82f6,color:#1e3a5f
style the-system-should-allow-you-to-open-re-2 fill:#dcfce7,stroke:#22c55e,color:#14532d
style escalate-to-service-engineering-to-tell fill:#fef3c7,stroke:#f59e0b,color:#78350f Hover or focus a block to preview it. Select the block to keep the preview open.
1 question
Does the dock have a QR code on it?
2 action
The dock QR code google drive folders up through p2-dock-6000 are pinned in #wg-kill-zip-unlatch-issue-dead.
Note: Ensure that you use the relevant folder (commercial ops vs test ops) in the pinned channel.
Note: Ensure that you use the relevant folder (commercial ops vs test ops) in the pinned channel.
3 question
Does the last option say “Retract” or “Survey?”
4 action
This means the dock is not installed into a bay. Check FleetWrangler to see if it is found (Bays » Find Dock » Enter number).
- If it is not found, that likely means that the bay was not surveyed or the dock was never marked installed into the bay. For commercial operations, ask the Site Commissioning team. For test operations, ask the nest maintenance team.
- If the bay is found, the QR code may be for the wrong environment. If the QR code has an “i” at the end, it’s a test ops QR code. If it has no “i,” it is a commercial ops QR code. If the wrong environment QR code is in use, get the correct one from the pinned google drive folders in #wg-kill-zip-unlatch-issue-dead.
- If it is not found, that likely means that the bay was not surveyed or the dock was never marked installed into the bay. For commercial operations, ask the Site Commissioning team. For test operations, ask the nest maintenance team.
- If the bay is found, the QR code may be for the wrong environment. If the QR code has an “i” at the end, it’s a test ops QR code. If it has no “i,” it is a commercial ops QR code. If the wrong environment QR code is in use, get the correct one from the pinned google drive folders in #wg-kill-zip-unlatch-issue-dead.
5 question
When you select an option, does it say “Bay is not safed, please safe the bay first?”
6 action
Safe the bay first. For more info about safe-ing the bay, see: Bay Safe -- How they work and how to use them.
If you are unable to safe the bay, see: Unable to Safe a Bay.
If you are unable to safe the bay, see: Unable to Safe a Bay.
7 question
When you enter the zip ID, does it accept the zip ID as correct?
9 action
At the top of the page, there will be a chip saying “Docked Zip” or “No Docked Zip.”
- No Docked Zip: This means that the cloud thinks there’s no zip in the dock. Leave the “Zip ID” field empty in the flow and continue.
- This is usually caused by a zip software issue or misaligned pins.
- Docked Zip: Hover over the chip to see which zip the cloud thinks is in that bay.
- No Docked Zip: This means that the cloud thinks there’s no zip in the dock. Leave the “Zip ID” field empty in the flow and continue.
- This is usually caused by a zip software issue or misaligned pins.
- Docked Zip: Hover over the chip to see which zip the cloud thinks is in that bay.
10 question
Is the correct zip listed as “Docked Zip” on the bay’s page?
11 action
The system should allow you to open/retract the latch. If it does not work, escalate to ASW Delivery.
12 action
Confirm the “wrong” zip is not flying and get visual confirmation of its location.
13 action
Turn off the “wrong” zip.
1. Go to FleetWrangler Zip Details page » Troubleshooting Commands » Zip Power Off.
NOTE: You must have the lease to send the command
2. If this does not work, contact service engineering to turn off the zip via SSH.
1. Go to FleetWrangler Zip Details page » Troubleshooting Commands » Zip Power Off.
NOTE: You must have the lease to send the command
2. If this does not work, contact service engineering to turn off the zip via SSH.
14 action
Go to the “wrong” zip’s FleetWrangler Zip Details page » Command request » Operator removed zip from bay.
15 action
If this does not work, delete the zip.
1. Note any tags and notes on the zip so that they can be re-added afterwards.
2. Go to FleetWrangler Zip Details page » Delete zip » Enter zip ID » hold spacebar for 5 seconds to delete.
3. When the zip turns back on, it will create itself in FleetWrangler. Reapply any notes or tags.
1. Note any tags and notes on the zip so that they can be re-added afterwards.
2. Go to FleetWrangler Zip Details page » Delete zip » Enter zip ID » hold spacebar for 5 seconds to delete.
3. When the zip turns back on, it will create itself in FleetWrangler. Reapply any notes or tags.
16 action
Physically confirm that there is a zip in the dock
17 action
Turn off the zip that is in the dock
1. Go to FleetWrangler Zip Details page » Troubleshooting Commands » Zip Power Off.
NOTE: You must have the lease to send the command
2. If this does not work, contact service engineering to turn off the zip via SSH.
1. Go to FleetWrangler Zip Details page » Troubleshooting Commands » Zip Power Off.
NOTE: You must have the lease to send the command
2. If this does not work, contact service engineering to turn off the zip via SSH.
18 action
If the zip remains buddied to the bay after this, delete the zip in FleetWrangler
19 action
In the open latch flow, leave the zip ID blank
20 question
Is the zip turning off when requested?
21 action
The system should allow you to open/retract the latch. If it does not work, escalate to ASW Delivery.
22 escalation
Escalate to service engineering to tell them the zip is refusing to turn off – they may need to use SSH commands to turn it off
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