Troubleshooting

This section provides some advice about how to solve common problems that can be encountered when using and maintaining the Honeywell Voice Maintenance & Inspection Solution.

Technician forgets to sign off

Problem: An assignment cannot be worked because it is associated with an operator who is not on the current shift.

Likely Cause: The technician working that assignment forgot to sign off.

Resolution: Sign off the technician via the Operator page in the VoiceCheck user interface. Select the technician's operator record on this page and click the Sign off selected operators action link.

Technician prompted to retrain a word after template training

Problem: The technician completes the voice template training, and the device prompts the technician to retrain a word when he or she attempts to run the voice application to begin working.

Likely Cause: The speech recognizer had difficulty deciphering a word during the initial training.

Resolution: Try retraining the word via the device menu. If needed, add another instance of this word, in a different word combination, to the embedded training list in the task package.

Technician receives "cannot load task" message

Problem: The device speaks the message, "cannot load task. Processing data."

Likely Cause: The technician has critical outstanding data that must be sent to the server but the data is unable to be sent because the network is down or the technician is out of range of the WiFi network.

Resolution: If the server is running fine, the technician should move back into range. If the problem continues, try turning the device off and on, reloading the task, rebooting the device, or reloading VoiceCatalyst MI.

The device keeps beeping

Problem: There is a delay in data transfer between the Talkman device and VoiceCheck.

Likely Cause: Network congestion or other problems are causing slowness or interruption in data communication.

Resolution: If there are no reported network problems at the location, the technician should wait a few minutes for the data transfer to complete. If the beeping continues, check device logs in VoiceConsole to diagnose the problem. See VoiceConsole Online Help for instruction on turning on device logging.

The device cannot get data after a full charge

Problem: The Talkman device was left without a battery, or left uncharged to the point where the device battery was completely drained, and its clock battery ran down to empty. (The clock battery typically takes a few days to run down on a device with no battery charge.) After the device was fully charged again, the device cannot connect to VoiceConsole. A network time server is unavailable or not in use.

Likely Cause: A WiFi network problem is preventing data communication, or the SSL authentication has failed between the device and VoiceConsole. When a device's clock battery completely loses its charge, the device clock resets to January 2000 after re-charge and power on. When the device attempts to connect to VoiceConsole, the SSL validation fails because the device date is outside of the SSL certificate's date range.

Resolution: Ensure that the network time server is functioning and that the NTP option is checked and pointing to the correct server in the device profile. Add a date parameter to the device profile. Create a new device profile in VoiceConsole based on the existing device profile, and add the following parameter with a current date. 

[HKEY_LOCAL_MACHINE\Software\Vocollect]
"DefaultDate" = "MM/DD/YYYY"

The system administrator should be able to determine the valid date range for the certificate that is in use.

Host system rejects a data submission

Problem: The assignment results submitted from VoiceCheck to the host system returns an error message on the Review and Submit page of the user interface.

Likely Cause: The error message indicates the cause. Reasons for error include, but are not limited to:

  • Another host system user has the data locked,
  • The user trying to submit results does not have the appropriate permissions in the host system,
  • One or more steps were completed by a user without the necessary permissions in the host system,
  • One or more steps were already completed in a host system that only allows entering results one time for each step.

Resolution: Resolve access problems or data conflicts and have the technician attempt to submit results again. Otherwise, manual entry in the host system may be required.

Photo file upload generates a system error

Problem: Technicians consistently experience problems when uploading images, and the system generates errors. The GUI displays "Error sending image, try again," and the system log reports Java heap space errors recorded as "OutOfMemoryError: Java heap space."

Likely Cause: The image file is larger than 10 MB.

Resolution: Use a photo capture device or a device setting that produces smaller photo files. Alternatively, increase the server's Java memory settings by performing the following steps.

  1. Run the VocollectWebApplicationsVoiceCheckw.exe file in the bin folder of the Tomcat install under the Vocollect directory.
  2. Click on the Java tab.
  3. Add to the base Maximum Memory Pool setting.
    • A base 1024 MB recommended for small load implementations
    • A base 2048 MB recommended for up to 2500 workers
    • Add an extra 1024 MB for the internal transcription engine
    • Add extra memory for consistent large photo file uploads
  4. Change the Initial Memory Pool setting as needed.
    • 512 MB recommended for small load implementations
    • 1024 MB recommended for up to 2500 workers
  5. Set Thread stack size (1024 KB recommended).
  6. Click OK to save the settings.
  7. Restart the Tomcat service.

VoiceNote transcription requests fail

Problem: Automated transcription is not working for VoiceNotes; there is no transcribed text appearing with the VoiceNote recordings on the Review & Submit Assignment page.

Likely Cause: The speech recognition engine may crash when the first client request after a restart contains an audio file without any human speech in it.

Resolution: Restart the transcription server.

The Vocollect Transcription Server is deployed as a standalone web service. The VoiceCheck server connects to this web service as a client and sends audio files for automatic speech-to-text conversion.

  1. Log in to the host (VM or otherwise) that is running the Vocollect Transcription Server. (This procedure assumes a Windows operating system.)
  2. Click Start > Run and type "services." Click Enter to open the services applet.
  3. Locate and select the Vocollect Transcription Service.
  4. Click on the Restart link. The service should restart quickly.

Restarting the transcription server should only result in a few seconds of downtime. During this time, automated transcription of VoiceNotes is not possible; however the VoiceCheck server should automatically resend all rejected requests. Only a slight delay in transcriptions should result from the restart procedure.