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 in 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.

Submit a case to Zebra Support - https://support.zebra.com/ - for resolution. 

• 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.
• Affected printers may not need to be returned to Zebra for repair:
  • A software update may be provided by Zebra Support to address the issue. The customer should upgrade to their preferred official Link-OS release that is also certified on SOTI Connect.