TABLE OF CONTENTS

• Introduction
• Identify Model Number
• Models starting with "AX"
• Models starting with "X6"
• Models starting with "TC"
• Attachments

Introduction

As part of our standard security practices, we have updated our annual security certificate.  Some mobile devices, like some older models of the Cloud Retailer Mobile handheld, do not receive important Android device security updates that would allow this new certificate to work.  For devices that no longer receive system and security updates, the new certificate must be installed manually.

Identify Model Number

Step 1: Identify your device model

Follow the steps below to find your model number. Once you've identified the model number, write it down. You will need it soon.

1. On the home screen of your device, swipe downward from the top of the screen. This will reveal the Notification Bar.
2. Swipe downward from the top of the screen one more time to view a new menu.
3. Find and tap on the gear icon. This will open the settings menu. Depending on the model of handheld you own, the location of the gear icon may be different. See the images below for examples.
   
   
   
   
   
   
4. In settings, scroll all the way to the bottom and tap on About phone.
5. On the About phone page, look for the line that says Model Number or Model & hardware. This is your model number, please write it down.

From this point forward, follow the instructions for your specific model whether it starts with an "AX", "X6", or "TC".

Models starting with "AX"

A. Open this knowledge base article directly on the handheld itself

Next, we need to download the new certificate on your handheld. To do that, we'll need to open this article from the handheld and download the certificate at the bottom of this article.

1. Go back to the home screen by tapping on the home icon.
2. At the bottom of the screen, tap on the White circle with six blue dots
   
   
   
3. Open Google Chrome by tapping on the Google Chrome icon.
   
   
   
4. If chrome begins to open a web page, tap the "+" icon to open a new, empty page.
   
   
   
5. Type this web address in the address bar in the top/middle of the screen then press the blue button with an arrow to navigate to the webpage:
   
   bit.ly/4mK7pkA
   
   Alternatively, you may type the full web address below:
   https://helpdesk.rite.us/support/solutions/articles/67000747493
   
   
   
   
   

B. Download and install the certificate

1. In the Table of Contents section at the top of the article, find and tap on the "Attachments" option.
   
   
   
2. Tap on the attachment to begin the download.
   
   
   
3. A window will appear asking you to Name the certificate. Please enter the following:
   1. Certificate name: "cert" 
   2. Credential use: "VPN and apps"
   3. Tap "OK"

C. Create a PIN (Required, but can removed after the certificate is installed)

1. If you already have a PIN/password set, you will be asked to enter the PIN/password. If you do not already have a PIN set, you will be asked to set one. This PIN is required to install certificates. If you do not want to have a PIN on the device, you may remove the PIN after installing the certificate.
   1. To create the PIN, click "OK"
      
   2. Select the type of PIN/Password you want to use. (PIN is recommended)
   3. You will be asked if you want the PIN/password to be required before the device starts. You may skip this by clicking "No thanks"
   4. Enter your 4-digit PIN, password, or pattern
   5. Re-enter your 4-digit PIN, password, or pattern
   6. On the next screen, leave the default option selected and tap DONE.
      
      
      
2. The certificate will be installed and you will see a cert is installed. message displayed on the screen.
   
   NOTE: This message will only be displayed for a few seconds before it disappears. If you miss this confirmation message, the certificate will still be installed.
   
   
   
   
3. Restart the device
4. Log into the Cloud Retailer app and verify the hand held is functioning again.
   
   

D. Remove the PIN (optional)

1. If you'd like to remove your PIN/password, follow these steps:
   1. On the home screen of your device, swipe downward from the top of the screen. This will reveal the Notification Bar.
   2. Swipe downward from the top of the screen one more time to view a new menu.
   3. Find and tap on the gear icon. This will open the settings menu.
   4. Find and tap on the Security option.
      
      
      
   5. Find and tap on the Screen Lock option.
      
      
      
   6. Enter your PIN, password, or pattern to continue.
   7. Tap None.
      
      
      
   8. Tap on YES, REMOVE.
      

Models starting with "X6"

A. Open this knowledge base article directly on the handheld itself

Next, we need to download the new certificate on your handheld. To do that, we'll need to open this article from the handheld and download the certificate at the bottom of this article.

1. Go back to the home screen by pressing the home button at the bottom of the scanner. (This is a physical button at the bottom of the scanner)
2. Swipe up from the bottom of the screen towards the top. This will open your App menu.
3. Open Google Chrome by tapping on the Google Chrome icon.
   
   
4. If chrome begins to open a web page, tap the "+" icon to open a new, empty page.
   
   
   
5. Type this web address in the address bar in the top/middle of the screen then press the blue button with an arrow to navigate to the webpage:
   
   bit.ly/4mK7pkA
   
   Alternatively, you may type the full web address below:
   https://helpdesk.rite.us/support/solutions/articles/67000747493
   
   
   

B. Download and install the certificate

1. In the Table of Contents section at the top of the article, find and tap on the "Attachments" option.
   
   
   
2. Tap on the attachment to begin the download.
   
   
   
3. A window will appear asking you to Name the certificate. Please enter the following:
   1. Certificate name: "cert" 
   2. Credential use: "VPN and apps"
   3. Tap "OK"
4. The certificate will be installed and you will see a cert is installed. message displayed on the screen.
   
   NOTE: This message will only be displayed for a few seconds before it disappears. If you miss this confirmation message, the certificate will still be installed.
   
   
   
5. Restart the device
6. Log into the Cloud Retailer app and verify the hand held is functioning again.
   
   

Models starting with "TC"

A. Open this knowledge base article directly on the handheld itself

Next, we need to download the new certificate on your handheld. To do that, we'll need to open this article from the handheld and download the certificate at the bottom of this article.

1. Go back to the home screen by tapping on the white dot icon at the bottom of the screen.
   
   
   
2. Swipe up from the bottom of the screen towards the top. This will open your App menu.
3. Open Google Chrome by tapping on the Google Chrome icon.
   
4. If chrome begins to open a web page, tap the "+" icon to open a new, empty page.
   
   
   
5. Type this web address in the address bar in the top/middle of the screen then press the blue button with an arrow to navigate to the webpage:
   
   bit.ly/4mK7pkA
   
   Alternatively, you may type the full web address below:
   https://helpdesk.rite.us/support/solutions/articles/67000747493
   
   
   

B. Download the certificate

1. In the Table of Contents section at the top of the article, find and tap on the "Attachments" option.
   
   
   
2. Tap on the attachment to begin the download.
   
   
   
3. The certificate file will now download, but will not install. A window will appear telling you certificates can only be installed from the settings menu. Click CLOSE.
   
   
   

C. Install the certificate

1. Swipe downward from the top of the screen. This will reveal the Notification Bar.
   
   
   
2. Swipe downward from the top of the screen one more time to view a new menu.
   
   
   
3. Find and tap on the gear icon. This will open the settings menu.
   
   
   
4. Find and tap the Security option.
   
   
   
5. Find and tap on Encryption & Credentials.
   
   
   
6. Find and tap on Install a certificate.
   
   
   
7. Tap on the CA certificate.
   
   
   
8. A warning message will appear. This is normal. Tap on Install anyway.
   
   
   
9. Select the Sectigo certificate you downloaded earlier.
   
   
10. The certificate will be installed and you will see a CA certificate installed message displayed on the screen.
    
    NOTE: This message will only be displayed for a few seconds before it disappears. If you miss this confirmation message, the certificate will still be installed.
    
    
    
11. Restart the device
12. Log into the Cloud Retailer app and verify the hand held is functioning again.

Troubleshooting guide

Sometimes the Handheld is not responsive when installing certificate manually, we may need to clear cache of the Settings app, please follow below steps.

Settings > Apps > Settings app > Storage > Clear Cache

Attachments