Enrollment Failure Due to Device ZUID Issue on Zebra Printers

Customers are experiencing difficulties with their Zebra ZT510 printers failing to enroll into SOTI Connect due to a malformed Client ID linked to the printer's ZUID.

The following error can be seen on the broker logs:

Event logs from HiveMQ:

2024-12-09 21:00:17,412 - Client ID: UNKNOWN, IP: 136.********* was disconnected. reason: No CONNECT sent in time.
2024-12-09 21:00:20,713 - Client ID: UNKNOWN, IP: 170.********* was disconnected. reason: TLS handshake not finished in time.
2024-12-09 21:00:23,321 - Client ID: UNKNOWN, IP: UNKNOWN disconnected ungracefully.
2024-12-09 21:00:28,533 - Client ID: UNKNOWN, IP: 142.********* was disconnected. reason: Sent CONNECT with malformed client id.
2024-12-09 21:00:37,095 - Client ID: UNKNOWN, IP: 136.******** was disconnected. reason: No CONNECT sent in time.
2024-12-09 21:00:37,665 - Client ID: UNKNOWN, IP: 24.****** was disconnected. reason: TLS handshake not finished in time.

Zebra ZT500 and ZT600 printers

• Inability to enroll ZT510 printers into SOTI Connect.
• An error message indicating malformed Client ID.
• Device ZUID does not report as expected.
  • Check the device ZUID with the command:
    • Execute the following command on the printer using Zebra Setup Utilities:

      !U1 getvar "device.zuid"

    • The ZUID of a device that works as expected is an alphanumeric value.
       
    • The ZUID of a ZT510 device that is having issues has special characters.
       

The root cause has been identified as a manufacturing issue where the ZUID is not programmed correctly on some devices, requiring repair to reprogram it.

UPDATE:

Printers are no more required to be sent to Zebra for repair. Customer can repair the faulty ZUID using below steps:

1. Upgrade the firmware to SP96-006640A.zpl which is attached to this article.
2. Then upgrade the firmware official Zebra release (V96.21.37Z).

Note: Above mentioned upgrade can be performed on printers using Zebra Setup Utilities.

1. Connect to printer.
   1. 
2. Send the .zpl file to printer.
   1. 

If above steps do not help, then contact Zebra Technical Support for assistance with the malformed ZUID as the printer will need to be sent in for repair.

• The ZUID is critical as it is used for the MQTT topic and MQTT client ID.
• Each printer generates its ZUID during production unless manually modified, which is generally unsupported.