FAQ

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Chip Resetting Problem(Unismart 3)

Instructions
"No chip detected" prompts during reset, test or chip detection

Reason Analysis
The JIG may has been loosened during the process of reset, test or chip detection.

Solutions
Re-operate again.

Instructions
"Not found" prompts during chip detection

Reason Analysis
1. There's no data for this chip model in the device or the Unismart system.
2. For some model types, when the chip has been used and its data has been rewritten, a fully data check must be done before recognition. However, the device is unable to identify its used data.

Solutions
1. Confirm with your sales manager that if this models has been added in the list or not. Please update the device with network connected if yes, otherwise please wait for the notice to update later.
2. Ensure the chip has not been used before chip detection.

Instructions
"No buttery detected" prompts during resetting, test or chip detection. 

Reason Analysis
The buttery's useful life is over.

Solutions
Open the bottom buttery cover with a cross screwdriver and replace with the spare buttery.

Instructions
"Not enough credits" prompts during resetting

Reason Analysis
The points shown after the "U" in the lower right corner on the device is less than the needed points for single reset.

Solutions
Recharge points on "Points Application" interface and find the approval from binding account, finally you can download points from the previous "Points application" interface.

Instructions
"No JIG detected" prompts during resetting or chip detection

Reason Analysis
1. No JIG is connected to the device;
2. JIG controller is damaged or in poor contact;
3. Something wrong with the wiring to cause communication failure between the device and the JIG;
4. JIG can't be used any more due to damage;
5. JIG program is erased accidently to cause failure to use normally.

Solutions
1. Connect the correct JIG to the device.
2. Replace the other JIGs in order to check if there's something wrong with the wiring, the JIG handle or the JIG hardware, and then contact your sales manager for replacement after confirmed.
3. Connect the JIG to the device and process program update by these steps: enter Settings –Version – DBBASE – select the corresponding JIG name.

Instructions
"Wrong JIG" prompts during resetting or chip detection

Reason Analysis
The needed JIG is inconsistent with the connected one.

Solutions
Use the correct JIG shown in device.

Instructions
"Chip is locked" or "Chip's useful life is over" prompts during resetting OEM chip.

Reason Analysis
This is the judgement or restriction made by the Unismart system during OEM chip resetting due to its state or resetting restrictions.

Solutions
Concerning OEM restrictions, please refer to the Notices specified in Resetting Operating Instructions.

Instructions
"Chip does not match" prompts during resetting or chip detection

Reason Analysis
The model selected for resetting or detection is not applicable to the desired chip.

Solutions
1. Check the chip's features shown on the device and find the matched chip.
2. Ensure the white "U" letters on the chip are consistent with that shown on the screen.

Instructions
1. "Data does not match" prompts when resetting chip.
2. "Data does not match" prompts when checking chip.

Reason Analysis
1. Contraposition between JIG and the contactor is reversed.
2. The selected model is mismatched with that of the chip.
3. The selected model is identical to that of the chip, but the chip has been used before.

Solutions
1. Ensure the chip direction shown on the device is in accordance with the white arrow displayed on the used JIG.
2. Confirm the chip's model and usage state with "SCAN" before processing "CHECK". And chip state is divided into two types: New and Used.

Instructions
"Operation failed" prompts when performing functions "RESET" "CHECK" "SCAN".

Reason Analysis
1. Sudden interruption of communication between the JIG and the chip.
2. JIG cannot communicate with chips.

Solutions
1. Re-operate again and do tests with more chips.
2. Ensure it's a Unismart chip.
3. Contact your sales manager for further support.

System Problem(Unismart 3)

Instructions
Communication failure between the Android system and the mainboard

Solutions
Turn off the power and restart. If the problem is still existed, please contact your sales manager and provide the abnormal pictures or videos for reference.

Instructions
"Credits cannot be equal to 0" prompts during resetting

Reason Analysis
Abnormal loading occurred to the price list.

Solutions
1. Restart the device.
2. Keep the device connected to network to update price list.
3. If the problem is still existed, maybe it's related to the IC damage for price list storage. Please report to your sales manager for help in this case.

Network Problem(Unismart 3)

Instructions
1.When the network icon shows "WiFi is not connected", if we try to log in account in "Credits Application" and "Customer Management" interfaces or click "Check update" in "Settings-Version" interface, it prompts "Network can't be used, please confirm to set the network?".
2. When the network icon shows "WiFi is connected", if we try to log in account in "Credits Application" and "Customer Management" interfaces or click "Check update" in "Settings-Version" interface, it prompts "Network can't be used, please confirm to set the network?"

Reason Analysis
1. WiFi is not connected to the device to cause access failure to the Unismart server.
2. WiFi is connected to the device, but without connection to internet to cause access failure to the Unismart server.

Solutions
1. Enter Settings – Network interface, select the available WiFi and click Connect.
2. Ensure the connected WiFi is in normal network connecting without other restrictions, or enter Settings – Network interface and switch to another normal WiFi.
3. For other network errors appeared, please take the pictures or videos to your sales manager and wait for the technician's solution. 

Credits Problem(Unismart 3)

Instructions
When the input number is more than 1000000, "Credits cannot exceed 1000000" prompts as clicking OK 

Reason Analysis
The maximum credits amount for single request is 1000000.

Solutions
Input a number no more than 1000000.

Instructions
"Credits overflow" prompts when downloading the credits in "Credit Request" interface

Reason Analysis
Total amount of balanced and recharged credits are over 1600000.

Solutions
Reject this application and request again, ensure the total amount of balanced and recharged credits are less than 1600000.

Instructions
"Credit can not exceed your balance!" prompts during Credit Request.

Reason Analysis
The requested points are more than the balanced credits in account.

Solutions
1. Contact your sales manager for credits purchasing, and request again after it is available.
2. Purchase the credits  through paypal and request again after it is available.
3. Reject this application and request again, ensure the single requested credits are less than the balanced credits in account.

Instructions
1. Click OK on "Credits Application" interface without inputting numbers, and it prompts "Credit can not be empty!"
2.Click "PayPal" in paypal interface without inputting numbers, and it prompts "Credit can not be empty!"

Reason Analysis
These fields are the required items set by the system.

Solutions
Input a number

System Account Problem(Unismart 3)

Instructions
In the Customer Management – My Customer interface, "account had been registered" prompts when trying to add or amend a secondary customer account 

Reason Analysis
The account has been used.

Solutions
Input a new account.

Instructions
In the Customer Management – My Customer interface, "email address cannot be emptied" prompts when when trying to add or amend a secondary customer

Reason Analysis
The required items set by the system must not be empty.

Solutions
Input a mailbox address as requested.

Instructions
In the Customer Management – My Customer interface, "xxx, you cannot delete as there still credits of the client" prompts when trying to delete the secondary class customer

Reason Analysis
This is the logic restriction made by the system to guarantee the rights and interests of secondary class customers.

Solutions
1. Suggest do not delete.
2. If you have to delete the secondary class customer, please ask them to used up the balanced points and delete its subordinate customer before proceed.

Instructions
In the Customer Management interface, "xxx failed" prompts during related operation

Reason Analysis
The server doesn't respond to the request sent by the device.

Solutions
1. Make a detection for network anomalies;
2. As network communication is confirmed to be normal, try to re-operate again.
3. Please contact your sales manager if there still cannot be connected.

Instructions
In the Customer Management interface, "xxx cannot be emptied", "xxx inconsistent" prompts during password resetting

Reason Analysis
The required items set by the system must not be empty.

Solutions
Input a new password as warning requested.

Instructions
As logged in the account and try to enter PAYPAL interface,  it prompts "Account type is not supported!"

Reason Analysis
Only the first class customer can purchase credits through PAYPAL with its account provided by Apex, others will have no this kind of authority. 

Solutions
1. Please be confirmed that your account belongs to the first class before logging in.
2. Please contact your sales manager if you have no first class account.

Instructions
In the Customer Management interface, "Invalid username or password!" prompts after inputting the account and the password and try to log in

Reason Analysis
Input a wrong account or password, please be noted that letters are case sensitive.

Solutions
1. Input the correct account and password.
2. If you forgot your password, please contact your sales manager to reset a new one.

Instructions
In the Customer Management interface, "Please enter your username" prompts when trying to log in by only inputting the account without a password

Reason Analysis
The required items set by the system must not be empty.

Solutions
Input the correct password.

Instructions
In the Customer Management interface, "Please enter your username" prompts when trying to log in without inputting any information

Reason Analysis
The required items set by the system must not be empty.

Solutions
Input the correct account.

Unismart Update Software (Unismart II)

Possible Causes

1. Crash due to exterior interference.
2. Device crash due to PC crash.

Solutions

1. Close PC end software, then restart the device or press its reset button. Enter update mode, open the software to update again.
2. Restart PC if the crash is due to PC crash.
3. If all the above do not solve the problem, please contact Apex.

Possible Causes

Credits in the device + credits in the package >16,000,000 credits.

Solutions

1. This package is still usable. It is recommended to consume most of the credits left in device before update.
2. For other update other than credits, you can login Unismart Network Client End "ApexClient" to pack and download another data pack without credits to update the device.
3. If this does not solve the problem, please contact Apex.

Possible Causes

The data communication between the PC and the device is not synchronized due to static interference.

Solutions

1. Update the device again using the same data package. If it still fails, please contact Apex for device repair.
2. The data package is still usable, if you fail to update due to this problem. 

Possible Causes

The data package has been used and could not be used any more (only for data package containing credits).

Solutions

1. Contact your account manager for a new data pack to update the device.
2. Or login the Unismart Network Client End "ApexClient" to pack and download a new data pack by yourself to update the device.
3. If problem still unsolved, please contact Apex. 

Possible Causes

The update package ID does not match the Unismart ID.

Solutions

1. Make sure the “ALUS-XXXX” in the package name matches the Unismart number.
2. If this does not solve the problem, please contact Apex.

Possible Causes

1. The device (Box) is not in update mode.
2. USB cable damaged.
3. USB drive installation failed.
4. Device's USB module damaged.


Solutions

1. Check whether the device has entered update mode.
2. Check USB cable.
3. Enter PC's device manager and check whether USB drive has been successfully installed. If it is not, restart PC and install it again.
4. If all the above do not solve the problem, please contact Apex.

Possible Causes

1. The driver is not certificated.
2. System programs conflict.
3. Bad USB connection.


Solutions

1. Download the latest version of software on www.apexmic.com/en/unismart/support/download.
2. Restart PC and reinstall the software. After doing this, you must restart PC again before opening the software.
3. Try another USB interface.

Possible Causes

1. USB cable is too long , causing interference or device's USB module's power lacking.
2. USB cable damaged.
3. PC USB port damaged.
4. Device's USB module damaged.

Solutions

1. Try to use USB2.0 and the cable Apex provides without any extension such as a Hub.
2. Replace the USB cable.
3. Try to connect with a different PC USB port.
4. If all the above do not solve the problem, please contact Apex.

Possible Causes

The proper working of the client end requires network connection to Apex server. This would lead some antivirus programs to believe the client end a suspicious file.

Solutions

Turn off all antivirus software before installation.

Network Client End "ApexClient" (Unismart II)

Possible Causes

1. Incorrect e-mail address.
2. The e-mail is stopped by the secondary customer's mailbox as spam.

Solutions

1. Check whether the e-mail address is correct.
2. Ask your secondary customer to check his mailbox's dustbin.
3. Ask your secondary customer to put Apex server's e-mail address on the white list.
4. Recommend secondary customers to use Gmail or Hotmail.

Possible Causes

1. Bad network connection.
2.  Restriction due to IP or firewall.
3.  Apex server error.
4. "Apex Client" program error.

Solutions

1. Check whether PC can assess to the Internet.
2. Check whether your PC allows the access of Apex server. To do this, click "Start" - "Run" – CMD – ping 219.131.195.234 – press enter.
3. Log on Apex website to see whether there is any relative notice; or consult your account manager.
4. Re-download the software on Apex website, or ask the account manager to send it.

Possible Causes

Total credits set exceed 2,000,000.

Solutions

1. Set the credits to less than 2,000,000.
2. If this does not solve the problem, please contact Apex.

Device Functions (Unismart II)

Possible Causes

1. Device Crash due to exterior interference like static.
2. Update failure causes the device crash. 

Solutions

1. When power on, press the reset button on the device's bottom.
2.Open the device's battery cover,   take out the battery, after 5 minutes, connect power to the device, and press the reset button on the device's bottom side, after then, reinstall the battery in.
3. Long press "F1" button on device when you power on the device, if the device can enter "update" mode, then please login "ApexClient" to pack and download a package with 0 credit to update the device. 

Possible Causes

1. Data load error.
2. Program running error.
3. IC hardware problem.

Solutions

1. Restart the Unismart Box.
2. Re-download a package of 0 credit and update.
3. If all the above do not solve the problem, please contact Apex.

Possible Causes

There is communication between Unismart Box and the chip, but chip model cannot be identified (only happens during chip checking) 

Solutions

1. Make sure the chip is put in correct direction before moving on.
2. Make sure the chip is a Unismart chip and is not an empty one. Then go on chip checking.
3. Make sure the chip has not been used or installed on any printer.
4. If the problem still exists, try with another chip.
5. If all the above do not solve the problem, please contact Apex.

Possible Causes

There is communication between Unismart Box and the chip, but the data does not match.

Solutions

1. Check whether the JIG matches with the chip.
2. Check whether the chip is put in right direction, and go on chip checking/ testing/ programing.
3. Make sure the chip is a Unismart chip.
4. Make sure the chip has not been used or installed on any printer.
5. If all the above do not solve the problem, please contact Apex.

Possible Causes

Chip does not match (only happens on K-type OEM chip).

Solutions

Check the <Reference Table(Uni-OEM)> to find the right chip type. 

Possible Causes

1. Communication failure between Unismart Box and the chip.
2. JIG needs update.

Solutions

1. Check whether the JIG matches with the chip.
2. Check whether the JIG version is the latest.
3. Check whether the chip is put in right direction, and go on testing/ programing.
4. If the problem still exists, try with another chip.
5. If all the above do not solve the problem, please contact Apex.

Possible Causes

Wrong JIG

Solutions

Use a correct JIG according to the hint.

Possible Causes

The device cannot find any JIG.

Solutions

1. Check whether a JIG has been connected.
2. Replace the JIG cable to check whether it is damaged.
3. Replace the JIG.