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Something Is Wrong -- Start Here

Use this page to quickly figure out what is happening and where to go next.

What symptom are you seeing?

Symptom Go To
Cases are being rejected / red light keeps coming on Validation Failing
Camera, RFID reader, or controller shows "Disconnected" Hardware Disconnected
Labels are not printing or printing wrong data Labels Not Printing
Data not reaching Mojix, MWE, or AIS Exports Failing
Application won't start, crashed, or shows error dialog Application Errors
No job/pallet appearing, or import file not being picked up Data Import Issues

Top 5 Most Common Issues (Quick Fixes)

1. All validations failing -- wrong validation mode selected

Symptom: Every case is rejected immediately.

Quick Fix: Check the validation mode dropdown in the main screen. It must match your site (for example, "Teasdale" for Teasdale sites, "AV50" for Hormel sites). If it is wrong, select the correct mode and turn validation ON.

2. "No matching RFID data" -- RFID tag not being read

Symptom: Cases fail with the message "No matching RFID data".

Quick Fix: 1. Open the Diagnostics panel (gear icon). 2. Check that the RFID reader shows Connected. 3. If connected, the tag may not be in the read zone. Check that the case passes close to the RFID antenna. 4. If disconnected, see Hardware Disconnected.

3. "Missing expected production data" -- no job loaded

Symptom: Cases fail with the message "Missing expected production data".

Quick Fix: - Teasdale: Check if a job file has been sent from the DCOM system. Look at the pallet display -- if it is blank, no job is loaded. See Data Import Issues. - CargillRfid / Chipotle: The Matthews system has not sent production data yet. Verify the Matthews TCP connection on port 60251.

4. Application won't start -- ".NET not found"

Symptom: Error message about missing framework or runtime when launching the application.

Quick Fix: Install the .NET 8.0 Desktop Runtime from the Microsoft website. See Application Errors.

5. Stack lights not responding -- controller disconnected

Symptom: Stack lights do not change color during validation. No horn sounds on failure.

Quick Fix: 1. Open the Diagnostics panel and check the controller status. 2. If the controller shows Disconnected, check the cable (USB for serial, Ethernet for TCP). 3. If the cable is connected, restart the application. 4. See Hardware Disconnected for more detail.

Still stuck?