CipherLab RK95 troubleshooting guide: errors, faults and fixes

Short answer: The RK95 refuses to charge outside the 0 to 45 °C range: LED 1 then flashes red. This is common when returning from a cold room: let the mobile computer warm up to room temperature before placing it in its cradle.

Likely cause

The RK95 manual associates LED 1 flashing red with a charging temperature error (below 0 °C or above 45 °C). Yet the mobile computer operates down to -20 °C, and down to -30 °C for the extreme cold version: a mobile computer used in the cold may therefore be too cold to charge.

Caution: Only use the CipherLab Li-ion / Li-polymer charger and never leave a battery charging unattended.

What to do

1. Remove the device from the cradle or disconnect the cable.
2. Let it return to room temperature, indoors and out of direct sunlight.
3. Ideally recharge it between 20 and 30 °C, as CipherLab recommends.
4. Check LED 1: solid red while charging, solid green once charging is complete.

Sources: 2.4.1 Status LED (opens in a new window) – RK95 Mobile Computer Reference Manual V1.06 (Android 9 Pie) · Important Notices (opens in a new window) – RK95 Mobile Computer Reference Manual V1.06 (Android 9 Pie) · RK95 Industrial Handheld Terminal/ Industrial Mobile Computer (opens in a new window) – CipherLab product page (official documentation).

Short answer: A standard battery has been installed by mistake in an RK95 Cold Chain. This model is designed for its 5500 mAh extreme cold battery, rated by CipherLab for at least 5 hours at -30 °C: replace the battery.

Likely cause

The Cold Chain interface guide describes the “Standard Battery” alert, displayed in the status bar and the notification panel when the battery installed is not the extreme cold model's battery. It also mentions a “Low Battery” notification when the battery is very low.

What to do

1. Swipe down the status bar to read the notification.
2. Replace the battery with a charged 5500 mAh extreme cold battery.
3. Always use a fully charged main battery when swapping, as CipherLab requires.

Sources: Notifications (opens in a new window) – RK95 Mobile Computer Cold Chain UI Introduction v1.04 · RK95 Industrial Handheld Terminal/ Industrial Mobile Computer (opens in a new window) – CipherLab product page (official documentation).

Short answer: Follow CipherLab's order: enable “Decode Aiming Pattern” in ReaderConfig, reset the “Default” profile, restart and wait 30 seconds, and only then reset the mobile computer. Also check that the barcode's symbology is enabled in ReaderConfig.

Likely cause

The types of barcode read depend on the engine installed (SE965 laser, SE4750SR and SE4750MR imagers, SE4850 or SE5800 long range). The CipherLab FAQ on a missing beam, which mentions the RK95, goes from an aiming setting to a reset, then concludes that the engine has failed.

Caution: Class 2 laser light: never stare into the beam.

CipherLab procedure

1. In ReaderConfig > Menu, enable “Decode Aiming Pattern”.
2. Still in ReaderConfig, reset the “Default” profile (Reset).
3. Restart the RK95 and give the scanner about thirty seconds to activate.
4. Check that “Enable Reader” is ticked and that the barcode's symbology is enabled, then test with “Scan Test”.
5. Clean the scan window with a glasses cleaning cloth, without spraying any product on it.
6. If nothing works, move on to the factory reset.

When to call a technician: if the scanner does not come back after the reset: CipherLab concludes that the engine has a hardware fault and requests an RMA return; for an intermittent fault, the support team asks for BcScannerLog.txt, the hostlog folder under qcom and the system version.

Sources: What can I do if Scan Beam didn't come out/ Aiming Pattern disappeared? (opens in a new window) – CipherLab Technical FAQ (support knowledge base) · 2.7.1 Barcode Reader (opens in a new window) – RK95 Mobile Computer Reference Manual V1.06 (Android 9 Pie) · 1.2.3 Scan Test, 1.2.5 Enable Reader (opens in a new window) – ReaderConfig User Guide for Android v1.03 · RK95 Industrial Handheld Terminal/ Industrial Mobile Computer (opens in a new window) – CipherLab product page · Mobile Computers - CipherLab Co., Ltd. (opens in a new window) – CipherLab website, Support and Services, Device Cleaning & Disinfecting · Important Notices (opens in a new window) – RK95 Mobile Computer Reference Manual V1.06 (Android 9 Pie) (official documentation).

Short answer: Terminal emulation (TE) and Remote Desktop (RDC) only accept RK95 scans in “Key Event” mode. In ReaderConfig, set “Keyboard Emulation” to “Key Event” instead of the default “Input Method” mode.

Likely cause

The RK95 is available with keypads dedicated to terminal emulation (TN5250, TN3270, VT). The CipherLab FAQ, which mentions the RK95, states that RDC and TE display nothing until “Keyboard Emulation” is set to “Key Event”.

What to do

1. Open ReaderConfig and the profile associated with the emulator, or the “Default” profile.
2. Data Output > “Keyboard Emulation” section: select “Key Event”.
3. If the emulator expects control characters, enable “Send Control Characters”; “KeyEvent Delay Time” (0 ms by default) is set in the same place.
4. Return to the session and scan again.

Sources: Why do not RDC or Terminal Emulation receiving or showing scanned data? (opens in a new window) – CipherLab Technical FAQ (support knowledge base) · 2.3.1 Keyboard Emulation (opens in a new window) – ReaderConfig User Guide for Android v1.03 · RK95 Industrial Handheld Terminal/ Industrial Mobile Computer (opens in a new window) – CipherLab product page (official documentation).

Short answer: By default, ReaderConfig adds a carriage return after each barcode. To move to the next field, set “Auto Enter Character” to Tab; to add nothing, set “Auto Enter” to “Disable”.

Likely cause

According to the ReaderConfig guide, “Auto Enter” adds a character after the barcode (“Decoded data + Enter char” by default) or before it. The character can be chosen from Carriage Return, Tab, Space, Comma, Semicolon, LF, CR, CRLF, IME Action and None.

What to do

1. Open ReaderConfig and the profile in use, Data Output section.
2. Set “Auto Enter Character” to Tab, or to the character your application expects.
3. To remove any addition, select “Disable” in “Auto Enter”.
4. A prefix and suffix (up to 20 characters each) let you add fixed text.

Source: 2.3 Data Output (opens in a new window) – ReaderConfig User Guide for Android v1.03 (official documentation).

Short answer: If the network is hidden, add it manually: Settings > Network & Internet > Wi-Fi > “Add network”, then set “Hidden network” to “Yes”. For dropouts on the move, set up roaming; for “No Internet”, test another network.

Likely cause

The CipherLab FAQ on hidden SSIDs mentions the RK95 (Android 8 and later). Other FAQs cover roaming between access points and the “No Internet” message, which generally comes from the access point.

What to do

1. Open Settings > Network & Internet > Wi-Fi and check that Wi-Fi is turned on.
2. Tap “Add network” and enter the network name in “Network SSID”.
3. Select the security type (None, WEP, WPA/WPA2 PSK or 802.1x EAP), then enter the username and password provided by your IT department.
4. In “Advanced options”, set “Hidden network” to “Yes”, then tap “SAVE”.
5. Dropouts on the move: in the advanced Wi-Fi options, enable “Roaming Enable” and set “WiFi Trigger” and “Roaming Delta” with your IT department.
6. “No Internet”: connect to another SSID to check whether the access point is at fault.

Sources: How to manually connect to hidden WiFI (SSID) on Android 8 or later version? (opens in a new window) · How to set roaming trigger in CipherLab Android devices? (opens in a new window) · [Android] Why my WiFi connection shows "No Internet"? (opens in a new window) – CipherLab Technical FAQ (support knowledge base) (official documentation).

Short answer: If the light stays off, the cable is not connected correctly according to CipherLab: refit the snap-on cable and check the adapter. Flashing red indicates a charging error. Allow 4 hours for a 3000 mAh battery and 6 hours for a 6000 mAh battery.

Likely cause

On the RK95, the mobile computer light and the snap-on cable light follow the same code: solid red while charging, solid green once charged, flashing red in the event of an error, off if the cable is not connected correctly. The charging time depends on the battery installed.

What to do

1. Remove and refit the snap-on cable, and check that it is connected to its power adapter.
2. Check that the light turns solid red.
3. Leave it to charge for about 4 hours (3000 mAh battery) or 6 hours (6000 mAh battery or 5500 mAh extreme cold battery).
4. For the very first charge, allow 8 to 12 hours.
5. If it is flashing red, check the temperature: see light flashing red.

Source: 1.2.1 Charge Mobile Computer (opens in a new window) – RK95 Mobile Computer Reference Manual V1.06 (Android 9 Pie) (official documentation).

Short answer: A single red flash means that the spare battery slot is empty while the adapter is connected. This light only concerns the spare battery; the mobile computer's battery has its own light.

Likely cause

The RK95 manual describes the charging and communication cradle light: solid red while the spare battery is charging, solid green once charged, flashing red in the event of an error, one red flash with no battery in the slot.

What to do

1. Insert a spare battery in the cradle slot.
2. The light should turn solid red, then solid green when charging is complete.
3. Flashing red indicates a charging error: remove the battery, let it return to room temperature, then try again.

Source: 1.2.1 Charge Mobile Computer (opens in a new window) – RK95 Mobile Computer Reference Manual V1.06 (Android 9 Pie) (official documentation).

Short answer: On the RK95, simply open the cover: the mobile computer goes into standby on its backup battery. Replace the battery within 3 minutes, then press the power button. Wi-Fi stays connected for about 30 seconds.

Likely cause

The RK95 manual describes a swap without shutting down: removing the cover suspends the system, which only wakes up after the battery has been refitted and the power button pressed. Standby lasts at least 3 minutes.

Caution: Do not swap the battery while the system is starting up: the manual warns that this can cause a system failure.

What to do

1. Have a charged main battery ready.
2. Open the cover and remove the battery: the display goes off and the mobile computer is in standby.
3. Insert the charged battery and close the cover, within 3 minutes.
4. Press the power button, at the bottom right of the keypad, to wake the mobile computer.
5. To replace the battery with the device switched off, hold down the power button, tap “Power off”, then change the battery.

Sources: 2.1.3 Replace Main Battery (opens in a new window) · 1.1 Overview (opens in a new window) – RK95 Mobile Computer Reference Manual V1.06 (Android 9 Pie) (official documentation).

Short answer: According to CipherLab, the display backlight is the RK95's biggest power consumer. With the display at 51% and Bluetooth and NFC off, a 3000 mAh battery lasted about 13 hours in testing, compared with about 6 h 30 with the display at 100% and Bluetooth, NFC and the speaker at maximum. A 6000 mAh battery roughly doubles these times.

Likely cause

The FAQ “RK95 Recommended Settings for Extended Working Hours” measured battery life at 25 °C, on Wi-Fi with an SE5800 engine (one scan at 50 cm and 1 KB sent every 20 seconds). The manual adds that a battery may swell after about a year or 500 cycles.

Caution: Store spare batteries between 0 and 30 °C, neither full nor empty, recharged to 40-60% every 3 months; remove the battery from a mobile computer that will not be used for a long time.

What to do

1. Lower the brightness (51% in the CipherLab test) and shorten the sleep timeout.
2. Turn off Bluetooth and NFC when they are not in use.
3. Enable “Battery Saver” and battery optimisation, or Aeroplane mode when out of network coverage.
4. Choose the 6000 mAh battery for long days (about 27 hours in the 51% test, compared with 13 hours with 3000 mAh).
5. Replace a battery that is about a year old or has done 500 cycles, as CipherLab recommends.

CipherLab test, display at 100%, Bluetooth and NFC on, speaker at maximum: 6 h 31 (3000 mAh), 13 h 25 (6000 mAh), 14 h 09 (5500 mAh).

Sources: RK95 Recommended Settings for Extended Working Hours (opens in a new window) – CipherLab Technical FAQ (support knowledge base) · 2.1.4 Power Management (opens in a new window) – RK95 Mobile Computer Reference Manual V1.06 (Android 9 Pie) · 2.1.1 Battery Status Indicators (opens in a new window) – RK95 Mobile Computer Reference Manual V1.06 (Android 9 Pie) · Important Notices (opens in a new window) – RK95 Mobile Computer Reference Manual V1.06 (Android 9 Pie) (official documentation).

Short answer: Open Settings > System > Advanced > Reset options > “Erase all data (factory reset)”. The CipherLab FAQ, which mentions the RK95, states that a verification code is requested. All data is erased.

Likely cause

A factory reset erases the mobile computer. When Android no longer starts, CipherLab suggests using Recovery mode, which is operated from the keypad on the RK95.

Caution: All data and installed apps are erased. If the Google account has not been signed out beforehand, the mobile computer will ask for its password again (see Google account requested).

CipherLab procedure

1. Back up the data you want to keep.
2. Remove the Google account from the mobile computer.
3. Open Settings > System > Advanced > Reset options.
4. Tap “Erase all data (factory reset)”.
5. Enter the verification code provided by your administrator or by the CipherLab FAQ, then confirm.

Sources: How to do Factory Reset in CipherLab Android device? (opens in a new window) · [Android] What to do if my CipherLab Android devices asks Google account password after factory reset? (opens in a new window) · How to reset RK95 to factory default by using recovery mode? (opens in a new window) – CipherLab Technical FAQ (support knowledge base) (official documentation).

Short answer: With the mobile computer off, hold down the power button and the right side trigger until it vibrates (about 10 seconds). At the Android robot, press power and the up arrow together. In the menu, the up and down arrows replace the volume keys.

Likely cause

The RK95 has no volume keys. The CipherLab FAQs therefore adapt the Recovery procedure: right trigger at start-up, arrows to navigate, and a special combination in the Bootloader screen. Recovery mode erases all user data.

Caution: Recovery mode erases all user data on the RK95.

CipherLab procedure

1. Switch off the mobile computer.
2. Hold down the power button and the right side trigger together (about 10 seconds, until it vibrates).
3. When the Android robot appears, press power and the up arrow at the same time. Keep power pressed and press the up arrow several times if the menu does not appear.
4. In the Recovery menu, move with the up and down arrows to the data wipe option (wipe data / factory reset), then confirm with the power button.
5. Confirm, then select reboot once the wipe is complete.
6. In the “Reboot to Bootloader” screen, the arrows do not work: make a selection by briefly pressing power and the right trigger at the same time.

The right trigger and the power button must be pressed at exactly the same time, not one after the other.

Sources: How to reset RK95 to factory default by using recovery mode? (opens in a new window) · RK95 - Recovery Mode -> Bootloader - How to scroll/select options (because no volume buttons) (opens in a new window) · Recovery mode for Android devices (opens in a new window) – CipherLab Technical FAQ (support knowledge base) (official documentation).

Short answer: The Google account was not removed before the reset, and Google requires its password to unlock the mobile computer. Use Google account recovery; otherwise, the CipherLab repair centre can reset the mobile computer.

Likely cause

The CipherLab FAQ explains this lock as a Google security mechanism, triggered by a reset carried out without first signing out of the account.

What to do

1. Enter the credentials of the Google account previously associated with the mobile computer.
2. If they are lost, start Google account recovery from a computer.
3. As a last resort, send the RK95 to the CipherLab RMA centre.

When to call a technician: if the Google account cannot be recovered: the CipherLab RMA centre restores the RK95 to factory defaults.

Source: [Android] What to do if my CipherLab Android devices asks Google account password after factory reset? (opens in a new window) – CipherLab Technical FAQ (support knowledge base) (official documentation).

Short answer: Since 23 September 2024, RK95 units with a long-range scanner have shipped with the Zebra SE5800 engine instead of the SE4850, and a fleet may mix several engines. However, the ReaderConfig guide states that the import fails if the scanner type differs: compare the scanner shown in “About” on both mobile computers.

Likely cause

Technical bulletin T24-0002 announces the replacement of the SE4850 by the SE5800 (more visible green aiming pattern, better depth of field, faster scanning, longer operating time), with new parameters (Chinese 2 of 5, Dot Code, Aim mode timeout). A ReaderConfig profile exported from one engine will not import on another.

What to do

1. On each mobile computer, open ReaderConfig > “About” and note the scanner type.
2. If the engines are identical, re-import the .json file using “Import” from the main menu.
3. If they differ, recreate the profile on the new mobile computer, then export it (“Export”) to deploy it on mobile computers fitted with the same engine.

Sources: Technical Bulletin - T24-0002 - RK95 SE5800 replace SE4850 (opens in a new window) – CipherLab Technical FAQ (support knowledge base) · 1.2.2 Import, 1.3.2 Export, 1.2.6 About (opens in a new window) – ReaderConfig User Guide for Android v1.03 (official documentation).

Short answer: After a full discharge, apply CipherLab's “hibernation reset”: remove the battery, hold down the power button for one minute, reinsert the battery and charge for about ten minutes. The RK95 power button is at the bottom right of the keypad.

Likely cause

CipherLab's FAQ on its Android mobile computers attributes this symptom to a fully drained battery, which prevents start-up and charging.

CipherLab procedure

1. Remove the battery.
2. Hold down the power button for about one minute.
3. Refit the battery and leave the RK95 charging for about ten minutes.
4. Wait for a charge percentage to be displayed.
5. From 5 to 10%, hold down the power button until the home screen appears, then let charging finish.

Sources: When devices not power on (opens in a new window) – CipherLab Technical FAQ (support knowledge base) · 1.1.3 Power On/Off Mobile Computer (opens in a new window) – RK95 Mobile Computer Reference Manual V1.06 (Android 9 Pie) · 1.1 Overview (opens in a new window) – RK95 Mobile Computer Reference Manual V1.06 (Android 9 Pie) (official documentation).

Short answer: The keypad is probably locked, and the shortcut depends on the keypad: Function then 3 on the 28-key model, Function then Backspace on the 38-key model, Shift then Backspace on the 52-key model. To find out which keypad you have, check the device identifier in About Phone.

Likely cause

The RK95 manual describes a lock of all keys against accidental presses. On the 52-key model, Shift then Backspace does not work in Alpha mode.

What to do

1. Look for the padlock icon at the top of the screen.
2. Identify the keypad: Settings > System > About Phone, then read the sixth pair of digits of the identifier (Device ID), which encodes the keypad type.
3. Find the matching shortcut: 28 keys, Function then 3; 38 keys, Function then Backspace; 52 keys, Shift then Backspace, outside Alpha mode.
4. If the keys type functions instead of digits, see Fn Lock mode.

The manual consulted describes the locking shortcut, but not how to release the lock.

Sources: 3.9 Keypad Lock (opens in a new window) · 3.10 Device ID (opens in a new window) – RK95 Mobile Computer Reference Manual V1.06 (Android 9 Pie) (official documentation).

Short answer: The keypad is in Fn Lock mode: pressing the Function key twice activates it on the 28- and 38-key keypads. Press Function once more to exit it.

Likely cause

According to the RK95 manual, Fn Lock mode stays active, with an icon in the status bar, until the Function key is pressed again.

What to do

1. Find the Fn Lock icon in the status bar.
2. Press the Function key once.
3. Check that the icon has disappeared and that the keys type digits again.

Source: 3.4.3 Fn Lock Mode (opens in a new window) – RK95 Mobile Computer Reference Manual V1.06 (Android 9 Pie) (official documentation).

Short answer: The keypad backlight is set in the Enterprise Settings app: brightness in “Keypad backlight level”, timeout in “keyboard backlight timeout”. The key sound is set in the same place.

Likely cause

The RK95 manual places the keypad sound and backlight in Enterprise Settings; the key sound is set to “None” by default.

What to do

1. Launch the Enterprise Settings app.
2. Increase “Keypad backlight level”.
3. Lengthen “keyboard backlight timeout” if the backlight goes off too soon.
4. To hear key presses, select a sound in the keypad sound settings.

Source: 3.11 Keypad Sound & Keypad Backlight (opens in a new window) – RK95 Mobile Computer Reference Manual V1.06 (Android 9 Pie) (official documentation).

Short answer: Disable “show virtual keyboard” in System => Languages & input => Physical keyboard, the path given by the CipherLab FAQ for the RK95. Re-enable it if you need the on-screen keyboard.

Likely cause

The “show virtual keyboard” setting displays the on-screen keyboard in addition to the physical keypad.

What to do

1. Open Settings > System > “Languages & input”.
2. Select “Physical keyboard”.
3. Disable “show virtual keyboard”.
4. The available on-screen keyboards are managed in Language & input > Virtual Keyboard > “Manage keyboard”.

Sources: How to disable virtual keyboard (opens in a new window) – CipherLab Technical FAQ (support knowledge base) · 2.6.2 On-screen Keyboard (opens in a new window) – RK95 Mobile Computer Reference Manual V1.06 (Android 9 Pie) (official documentation).

Short answer: Switch to “Wet finger” mode in Settings > Display > “Touch Mode”. This mode works with bare fingers; with gloves or a stylus, keep “Normal” mode.

Likely cause

The RK95 manual offers two touch modes: “Normal”, the default, for bare fingers, gloves and stylus, and “Wet finger” for damp conditions or light rain.

What to do

1. Open Settings > Display > “Touch Mode”.
2. Select “Wet finger” in damp weather.
3. Return to “Normal” to work with gloves.

Source: 2.3.4 Touch Mode (opens in a new window) – RK95 Mobile Computer Reference Manual V1.06 (Android 9 Pie) (official documentation).

Short answer: On the RK95 Cold Chain, the display and the scan window are heated. Check in Enterprise Settings that “Heater” is enabled, then select a mode: “Semi-Automatic”, “Full-Automatic” or “Manual Switch”.

Likely cause

The Cold Chain interface guide describes three modes. “Semi-Automatic” defrosts according to temperature changes (durations of 3 minutes by default); “Full-Automatic” switches the heaters on below one threshold (0 by default) and off above another (5 by default); “Manual Switch” lets the user control them. Without “Heater” enabled, no mode is available.

Caution: Pre-heating slightly reduces battery life, and heaters left on in manual mode waste power: switch them off as soon as they are no longer needed.

What to do

1. Open Enterprise Settings and enable “Heater”.
2. Check “Heater Status”: state and temperature of the display and scan window heaters, refreshed every 2 seconds.
3. In “Semi-Automatic”, enable “Pre-heat” to shorten defrosting, or set “Defrost Sensitivity” (Low, Medium, High) and the “Scan Window Defrost” and “Display Defrost” durations.
4. In “Full-Automatic”, the scan window heater is active by default but the display heater is not: enable it if the display frosts up.
5. To deploy the same settings on several mobile computers, use “Export” then “Import” (.json file).

According to CipherLab, the extreme cold RK95 operates from -30 °C to 50 °C.

Sources: Enterprise Settings (opens in a new window) – RK95 Mobile Computer Cold Chain UI Introduction v1.04 · Heater Settings, Switch Mode (opens in a new window) – RK95 Mobile Computer Cold Chain UI Introduction v1.04 · RK95 Industrial Handheld Terminal/ Industrial Mobile Computer (opens in a new window) – CipherLab product page (official documentation).

Short answer: Switch off or unplug the mobile computer, check that the battery is locked, then wipe the housing, keys and display with alcohol wipes. Dry immediately and let the electrical contacts dry completely before plugging back in.

Likely cause

CipherLab's cleaning page for its mobile computers lists approved products (isopropyl alcohol from 70 to 91%, hydrogen peroxide from 0.5 to 3%, diluted bleach) and prohibited products, which can damage the device and void the warranty.

Caution: Do not use acetone, ketones, ethers, aromatic or chlorinated hydrocarbons, toluene, trichloroethylene or benzene, and never mix products. Do not clean the mobile computer with the battery or cover removed, and do not spray anything directly onto the scan window.

CipherLab procedure

1. Switch off the mobile computer or disconnect it from the power supply.
2. Check that the battery is locked, so that liquid cannot reach the electronics.
3. Wipe the front, back, sides, keys and gaps with alcohol wipes; use a damp cotton bud for the corners.
4. Wipe the display without letting liquid pool at the edges, then dry with a soft cloth.
5. Wipe the scan window with a glasses cleaning cloth and dry it immediately.
6. Let it dry, especially the electrical contacts, before plugging back in.

The detailed list of approved wipes published by CipherLab concerns other models (RS35, RS36, RS38, RS38H); the general instructions apply to its mobile computers.

Source: Mobile Computers - CipherLab Co., Ltd. (opens in a new window) – CipherLab website, Support and Services, Device Cleaning & Disinfecting (official documentation).