Troubleshooting

Start with the section for the connection you are using. The messages in quotes are exactly as the app shows them.

First checks

1. Is the radio turned on and charged?

2. Is every connector fully seated: the Hirose cable at both ends, the keyload adapter on the radio, or the USB programming cable at both ends?

3. Run Verify communication. If the radio answers, the connection is fine and the problem is in the operation.

4. Still stuck: Settings › Restart the app. Keys and settings are untouched.

Three-wire problems

No KFD adapter found

Not connected: No KFD adapter found. Connect one and try again. The app can't reach the security adapter on the back of the unit.

• Tap Connect on the connection bar, or Settings › Connect to the adapter.
• If it still isn't found, restart the app.
• could not configure … unplug the adapter and plug it back in: restart the app; the adapter was held by an earlier session.
• If the adapter is still not found after a restart, contact support.

The radio doesn't answer

No response, or a Load failed that mentions timed out waiting for …, means the adapter is working but nothing answered on the key fill line.

• Check the keyload adapter is the right one for this radio model and is seated on the radio.
• Try another male-to-male Hirose 6-pin cable.
• If a radio is also connected over USB, operations go to it instead. Disconnect it.
• Some radios need a moment after the adapter is attached before they answer. Wait a few seconds and try again.

USB problems

When a USB connection fails, the USB keyloading screen lists the steps it tried and marks where it stopped. Find that step here.

Message or step	What to do
no USB device is attached	The cable isn't seen at all. Reseat it at both ends, and check the radio is on.
no USB radio is attached — … none presenting a network (RNDIS) interface	Something is attached, but it isn't presenting itself as a radio. Use the radio's own USB programming cable, not a charging or data cable. If the radio offers a serial (PPP) link instead, set Bearer to Automatic or Serial · PPP.
the radio did not accept the request — unplug and replug the cable	The radio has already had its one connection for this plug-in. Unplug the cable, plug it back in, then tap Try again.
Stopped at DHCP lease	The radio isn't assigning addresses. See Addressing: automatic or fixed, below.
Stopped at ping the radio	The addresses in use don't reach the radio. If you set fixed addresses, check them against the radio's; otherwise return to Automatic.
N radios are attached; choose which one to connect to	Pick the radio in the Radios attached list, or unplug the ones you aren't using.
the radio stopped answering on this link — reconnect the cable and try again	The link dropped during an operation. Unplug and replug the cable, connect again, and repeat the operation.
radio unplugged	The cable came out. Plug it back in; the screen connects again by itself.

Addressing: automatic or fixed

Over USB, the radio normally assigns the addresses itself (Automatic). If a radio doesn't, the connection stalls at DHCP lease, or at ping the radio when the fallback pair doesn't match the radio.

1. Open USB keyloading › USB settings › Addressing.

2. Choose Fixed addresses.

3. Set Radio to the radio's address on its USB link, and This device to another address on the same network. The defaults are 192.168.128.1 for the radio and 192.168.128.2 for the unit.

4. Unplug the radio's cable, plug it back in, and connect again.

If fixed addresses don't help either, set Addressing back to Automatic: it asks the radio first and uses the fixed pair only if the radio stays silent. More on the USB keyloading page.

The radio answers, but loads fail

If the result includes The radio refused the Motorola session variant and answered as the standard one., set USB settings › Protocol variant to Standard. A radio from a maker other than Motorola may also listen on the standard's port: set UDP port to 49165.

What a radio's refusal means

When a load or erase is refused, each key's line gives the radio's reason as Radio reported: ….

Radio reported	Likely cause
Invalid Algorithm ID	The radio doesn't have that algorithm installed. KFDPro can't add an algorithm to a radio.
Invalid Key ID	The radio won't accept that key ID. Check it against your key plan.
Keyfail	The radio rejected the key itself, for example its length or parity for the algorithm.
Out of Memory	The radio has no free key slots. Erase keys it no longer needs.
Item does not exist	For an erase: the radio doesn't hold that key any more. Read the radio again.
Command not performed	The radio refused the operation. Check the radio's configuration allows keyloading.
Could not decrypt the message	The radio couldn't decrypt what it was sent, usually because it doesn't hold the KEK the message was encrypted under.

KMF problems

Message	What to do
IP address not defined	Enter the KMF's address in Settings › KMF.
UKEKs not defined	Enter the UKEK the KMF administrator issued, under Settings › KMF › UKEKs.
The session fails at Connect	Check that Settings › Network shows the adapter with its link up and an IP address, that the network can reach the KMF, and that the address, port and Active KMF are right.
The KMF refuses the session, or sends nothing	This unit's RSI (Settings › Keyloader RSI), the KMF RSI and the UKEK must all match this unit's KVL record at the KMF.
No updates for this radio	The connected radio's RSI has no jobs. Check you connected the right radio.
Update incomplete	A job didn't complete at the radio. Connect to the KMF; it reports the details.

Radio authentication problems

Message	What to do
WACN ID or System ID not defined	Set both in the Radio authentication settings before provisioning.
No unit ID: the radio has no active SUID.	Switch the radio to a channel on the trunking system and try again.
WACN ID mismatch · System ID mismatch	The radio belongs to a different system from the one set on the unit. Check the settings, or the radio.
Radio authentication is not enabled in this radio.	The radio refused the SUID request. Radio authentication must be enabled in the radio's configuration.
Authentication keys are loaded over the radio's USB cable, not the three-wire adapter.	Connect the radio with its USB programming cable.
Radio key pairs full	The unit holds 475 pairs. Send them to the AuC, or export them, then remove them.
UKEK not defined · IP address not defined	Complete the Authentication center settings.
An exported file on the USB drive is empty (0 bytes)	The drive was unplugged before the write reached it. The unit now writes each export all the way to the drive before it reports success, so wait for the exported message; then it is safe to unplug. Export again to replace the empty file.
Stored key material is hidden	Exporting the report needs View stored key material switched on.

License messages

Every unit ships licensed. If the app opens on Licensing required, tap Open Licensing and read the reason.

• The license is not valid yet. Check the device clock. or The license has expired.: the unit's clock is probably wrong. The Licensing screen offers Set the date and time; see Date and time.
• Any other reason: tap Save the license request to write the unit's identity to a USB drive and send the file to support with the reason shown. Install the license you receive with Find a license on a USB drive. See Licensing.

Contact support

Email [email protected]. We usually respond within 24 hours, excluding weekends and holidays. Include:

• Your license hash (Settings › Licensing)
• The radio model, and whether you were using three-wire or USB
• The exact message, or a photo of the screen, and the step where the USB connection stopped
• What you did, what you expected, and what happened instead