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KIOSK MAINTENANCE

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KIOSK MAINTENANCE REFERENCE GUIDE I) Dispenser Errors II) Bill Acceptor/Stacker Errors III) Hopper Errors IV) Communication Errors V) Monitors and Displays VI) Boot Failures
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Page 1: KIOSK  MAINTENANCE

KIOSK MAINTENANCE REFERENCE GUIDE

I) Dispenser Errors

II) Bill Acceptor/Stacker Errors

III) Hopper Errors

IV) Communication Errors

V) Monitors and Displays

VI) Boot Failures

Dispenser Errors

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Most Common Reasons for Maintenance

A. Multiple rejected bills during dispense (incomplete dispense) Timing jump Insufficient/excessive voltage at NCR unit Malfunctioning LVDT sensor module (Fig.G) Battery back-up interference Buildup of dust/particles Loose pick sensors Broken cassettes Unplugged/damaged harnesses/wires Unknown errors with NCR

B. Coin caught in NCR boards or transport beltsC. Worn pick components

Suction cups Gears

D. Insufficient vacuum strength Dirty filters Loose/damaged hose connections

E. Low quality currency in cassettes (very rare)F. Broken/Frozen gearsG. Damaged chassis/plasticsH. NCR controller board/pick module boardsI. Attempted Overpays

Common dispenser errors Voltage discrepancies Bill acceptor connectivity

Troubleshooting Procedural Notes

1. When checking and adjusting the timing on the NCR unit, check/adjust the “D” timing first (adjusting the “D” timing compromises the primary timing). “D” refers to the shape of the wheel being adjusted, located at the back of the cavity used to hold the cassettes (Fig. B). On each NCR there are four timing “clusters”, located on the side of the unit that holds the air filter (Fig. A). Each cluster is connected through a series of gears and timing belts. Each cluster has its own timing “disc” (black flat disc with four numbers and the letter “D” printed

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on it; Fig. A). Starting with the uppermost timing cluster set the printed letter “D” on the timing disc so that it is directly in the middle of the optical sensor (the manual crank for the NCR is a large green disc (Fig. A) that should only be rotated counter-clockwise). When complete, check the “D” shaped wheel inside of the cassette cavity to ensure that it is set to a “credit card thickness” between the top of the “D” wheel and the black rubber wheel directly above the “D” wheel (Fig. C). The thickness should not be greater than that of a credit card. You must adjust the “D” wheel if it is not at the proper setting. To adjust the “D” wheel remove the “c”-clip from the smallest white gear located between the timing belt and the timing disc and remove the gear (there is only one small gear with a “c”-clip between the belt and disc; Fig. A). Removing this gear will allow you to move the “D” wheel separately from the timing disc. Turn the manual crank until you have reached the desired “D” wheel position. Replace the small gear and the “c”-clip. Repeat this process for the remaining three timing clusters.

2. After completing the “D” timing, check/adjust the primary timing. Located on each timing disc are four printed

numbers ranging from “1”

through “4”. To check the timing, position the “1” directly in the center of the optical sensor on the uppermost timing cluster. If the timing is

correct the printed numbers on the remaining timing discs will line up sequentially in ascending order (1-4) on each of the remaining timing clusters. Ensure that the corresponding number is directly in the middle of

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their specific optical sensors. If the timing is not correct it will require an adjustment. The timing can be adjusted by removing one of these three components: the upper timing belt; the middle gear between the 2nd and 3rd clusters; the lower timing belt (Fig. D). Remove the component most likely to achieve the desired effect (upper timing belt will adjust between 1st and 2nd clusters; middle gear will adjust between 2nd and 3rd clusters; lower timing belt will adjust between 3rd and 4th clusters). Once the component is removed, advance the system forward (while advancing, the timing discs must be rotating clockwise) until all of the numbers line up in ascending order. Replace the component that was removed. Repeat this process for any remaining clusters that are out of timing.

3. To check the voltage, clamp the ground wire (black) on the multi-meter to a metal component secured to the kiosk (i.e. hopper chute, printer bracket, etc.), then connect the red wire from the multi-meter to the pin that supplies power to the desired component to be checked.

Voltage limits:

Condor power supply (mounted on the back wall of kiosk cabinet, above the hoppers; Fig. F)

First and second pin on main harness connecter (powers NCR) = 5.24v (±.01v)

Bottom pin on main harness connecter (powers fans and bill acceptor) = 12v (normally operates at 11.97v-11.98v)

NCR unit

Second pin (red wire) on the power connecter to the main controller board on the NCR unit = 5.14v while idle and no less than 5.12v during dispense (Fig. E)

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There is a direct relationship between the output voltage of the Condor power supply and the operating voltage of the NCR unit. In other words, if the output of the Condor power supply is increased by .01v, then the operating voltage of the NCR unit will increase by .01v.

To adjust the output voltage of the Condor power supply, place a small Phillips-head screwdriver through the small circular opening on the cover of the power supply and into the potentiometer (the opening is slightly larger than the patterned holes that make up the cover; Fig. F). The potentiometer is a very small cube with a fitting for the screwdriver in the center. In very small increments, turn the potentiometer until the

desired voltage is reached (clockwise will decrease voltage, counter-clockwise will increase voltage). Remember, increasing or decreasing the voltage will affect the total output of the Condor power supply and all components receiving power from it, so be careful when adjusting.

4. To RAM clear the NCR unit controller board, first power off the kiosk from the UPS power supply (behind hoppers; Fig. R). Toggle the NCR dip switches #1,#3,and #8 on the dip switch package(Fig. H). For boards with two dip switch packages, toggle the switches of the package on the left, closest to the ribbon cable. For boards with three dip switch packages, toggle the switches of the package in the middle of the other two. Never toggle any other dip switches other than these three. After the dip switches have been toggled, power on the kiosk. A green LED above and to the right of the dip switch packages will flash five times to indicate that the RAM has been cleared. Power down the kiosk and replace the dip switches to their operating state.

5. The battery backup/surge protection strip on the floor of the kiosk is used as a multi-strip only. The power for the kiosk should be plugged into the SURGE PROTECTION SIDE ONLY. Ensure that the battery backup function is turned off (LED should not be lit).

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6. Pick sensors can become loose and will rattle around in their casings. The plastic clip on the sensor itself can become damaged, no longer firmly holding the sensor in place. Replace the sensor (if in stock) or delicately superglue the sensor to the chassis (Fig. I).

7. While RAM clearing the NCR, or for troubleshooting trials, clear the TRANS.DAT file from the hard disk. To access the hard disk files from the main screen (normal operating display), plug a keyboard into the underside of the BCM (kiosk’s main controller board mounted on the right side wall above the printer). Simultaneously depress the “ALT” + “ESC” keys to exit into the Windows desktop display, then do the following:

“M” key to highlight “My Computer”

“ENTER” key to access “My Computer” files

“H” key to highlight “Hard Disk”

“ENTER” key to access “Hard Disk” files

“T” key to highlight “TRANS.DAT” file

“DELETE” key to delete the file

“ENTER” key when prompted to confirm the deletion of the files

Ensure that the file remains deleted (if deleted too soon in the kiosk boot sequence, the file will reappear). If the file does not remain deleted, repeat process until it stays deleted. Once done, simultaneously press the “ALT” + “ESC” keys to return to the main display. To access the Windows desktop display from the maintenance menu (accessed by inserting the Western Money Service card into the card reader while in the main display), enter the service code 4●3●2●1 and press enter on the touch screen. Once the process of deleting the file is completed return all components to their normal operating positions. Power cycle the kiosk. Once the kiosk has completed booting and displays the main screen, toggle the main door switch slowly from open to closed several times (note: when the switch is closed the main screen should display “INSERT BILLS OR VOUCHERS” and the bill acceptor should be ready to accept bills/vouchers). In other words, you want the display to go from “NOT READY” to “INSERT BILLS OR VOUCHERS” several times. This will allow the kiosk to clear any lagging errors that the troubleshooting may have caused. Do not perform any test dispenses until this has been performed as the dispenser will most likely reject multiple bills

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during the test. After completing at least two successful test-dispenses, the kiosk should be ready to be placed into service. Always check with Cash Operations personnel before releasing kiosk into service.

8. Attempted overpays are “normal” errors, as rare as they may be, and should be troubleshot in the same manner as any other “normal” error. Common dispenser errors are usually the cause for the attempted overpays. If all troubleshooting procedures fail and the attempted overpays persist notify the technical supervisor and they will follow these steps to forward the kiosk log files to the tech support team at Western Money:

Remove the CF card from the BCM and place it into a PC that has internet access.

Create a file folder on the desktop and name it using this template: kiosk(number).(serial number).sobobacasinologfiles.(date)

Example: kiosk8.11451.sobobacasinologfiles.5_21_2011

Copy the ePRN and LOG files from the CF card and paste them into the newly created file folder on the desktop. Include the TRANS.DAT file from the CF card if available.

Compress the file and email it as an attachment to: [email protected]

BE SURE to include either in the subject line or the body of the email the SPECIFIC time and date the attempted overpay event occurred.

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Bill Acceptor and Stacker Errors

A. Acceptor errors Worn/damaged motors Calibration required Commonly bad acceptors Malfunctioning driver board Voltage discrepancy

B. Stacker errors Bills/vouchers jammed in transport Bent chassis over transport gears Damaged/missing nipples Broken transport Capacity reached Internal Hardware issues

C. Bill acceptor/stacker housing History of acceptor errors and e-drops Worn gears Broken plastic Bent chassis

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Troubleshooting Procedural Notes

9. Always use the test stacker when troubleshooting the acceptor or stacker.

10. The door sensor must be toggled when resetting the bill acceptor. Resetting the stacker will also reset the bill acceptor.

11. The controller board on the side of the acceptor will sometimes malfunction, causing the acceptor to spin while trying to reset (could possibly cause other errors as well; Fig. K).

12. The voltage for the acceptor is 12v, with an operating voltage of about 11.98v. The most common reason for insufficient voltage to the acceptor is laboring or malfunctioning kiosk fans (the acceptor and the fans share voltage output). If after trying multiple acceptors with the test stacker in place the acceptor still will not cycle, try disconnecting the fans from the main harness (the main harness is a bundle of cords and connecters that runs from the Condor power supply to multiple components; Fig. J). If the acceptor starts cycling properly one or all of the fans may be problematic.

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Hopper Errors

J. General errors Bent connecters Malfunctioning hopper unit Misplaced hoppers/connecters

K. Operational errors (incomplete dispense) Coin jam

Troubleshooting Procedural Notes

13. The hoppers themselves are not specified as to their denomination. The slot into which a hopper is placed determines which denomination the hopper should be. The $.25 hopper must always be in its specific slot, true for the other hoppers as well. The hoppers are connected to and controlled by a small board mounted onto the cover of the Condor power supply (Fig. F). Each connecter is specific to the denomination that should be connected to it. Make sure that you mark which connecter goes to each port, or you will have errors and possibly payment discrepancies.

14. Coin jams can cause incomplete dispenses. Simple coin jams can be cleared by removing and shaking the jammed hopper. If this does not fix the jam, the hopper may need to be emptied and refilled. (See kiosk maintenance policy.)

15. General hopper errors can be cleared from the maintenance menu by entering the diagnostic code 9●9●9●9 and then pressing enter. Select the RESET HOPPERS icon. A report of the reset will be displayed in the blank section above the icon, towards the top of the screen. A malfunctioning hopper will be reflected in this report. It is suggested that you start your troubleshooting with any hopper reported to be malfunctioning. Hoppers have been known to cause strange and uncommon errors and should be considered before using more in-depth troubleshooting methods (i.e. replacing the BCM).

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Communication Errors

L. No communication with server Bad PXC board Incorrect PXC BIOS setup Damaged/malfunctioning data (CAT5) cable from IT hub

M. Communication Abnormalities

Troubleshooting Procedural Notes

16. The compact flash (CF) card must always be installed in each PXC board operating with each individual kiosk (Fig. L). It contains information specific to the kiosk in which it is used.

17. To check the BIOS settings, plug a keyboard directly into the PXC board. Find and learn where the display toggle button is on the BCM (to the left of the red LED; Fig. Q). Power cycle the kiosk. As soon as the kiosk has power, push the display toggle button once. This should change the color of the red LED on the BCM to green which indicates that the main

display is now displaying information from the PXC. Press the DELETE key on the keyboard while the PXC is still in the BIOS boot screen. When done correctly the display will show the blue BIOS options menu. Press the ENTER key to enter the

STANDARD CMOS FEATURES. Ensure that the time and date are correct. Also, ensure that the HALT ON section has the “no errors” option selected. Once completed, press the ESC key to return to

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the main BIOS menu screen. Scroll down to the INTEGRATED PERIPHERALS option and press ENTER. Scroll down to the ONBOARD SERIAL PORT 1 option and ensure that it is set to “3F8/IRQ8”. Once completed, press the ESC key to return to the BIOS menu screen. Press the F10 key to save and exit. Press the “Y” key when prompted to confirm (Figures M,N,O).

18. To verify that the PXC is communicating correctly, allow the PXC to fully boot while its functions are displayed on the main display (green LED showing on BCM). When the PXC is fully booted it will display several rows of grey rectangles. When the PXC is communicating correctly, the top rectangle will become green and contain information such as an IP address.

19. If there is reason to suspect that the CAT5 cable coming from the IT hub is not transmitting data, call the IT department to have them test the line.

20. The CAT5 cable that runs from the PXC to the BCM is cross-pinned and has to be specially made/modified. The IT department will provide these cables when stock is diminished.

21. From time to time a kiosk will have difficulties validating vouchers. The difficulty validating vouchers will lead to two outcomes: an incomplete dispense or a refusal of the voucher. The only noticeable symptom that the kiosk may be having issues communicating with the system is a prolonged attempt to validate the voucher. Unfortunately, there is no definitive way to fix this problem at this time.

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Monitors and Top Box Displays

N. Main display Monitor failure (black-out) AC adapter failure

O. Top box displays Monitor failure (black-out) AC adapter failure Magenta K-500TD failure (data converter) Loss of signal from “nest” controller (IT)

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Boot Failures

P. Power Deficiency No power from circuit UPS power supply

Q. BCM Malfunction

Troubleshooting Procedural Notes

22. Replace the BCM if it is suspected to be malfunctioning. There are four important steps in replacing the BCM:

BEFORE REMOVING the BCM, mark all of the wires that are connected to it in a fashion that will allow you to determine where they will connect on a new (unmarked) BCM. Each connection is specific and MUST be plugged into the same port on the new BCM.

Set the two dip switches so that they mirror those of the old BCM.

Transfer the CF card from the old BCM to the new BCM. The CF card holds information that is specific to each individual kiosk.

To check the BIOS settings, plug a keyboard directly into the BCM board. Power cycle the kiosk. Press the DELETE key on the keyboard while the kiosk is still in the BIOS boot screen. When done correctly the display will show the blue BIOS options menu. Press the ENTER key to enter the STANDARD CMOS FEATURES. Ensure that the time and date are correct. Also, ensure that the HALT ON section has the “no errors” option selected.

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Once completed, press the ESC key to return to the main BIOS menu screen. Scroll down to the INTEGRATED PERIPHERALS option and press ENTER. Scroll down to the ONBOARD SERIAL PORT 1 option and ensure that it is set to “3F8/IRQ8”. Once completed, press the ESC key to return to the BIOS menu screen. Press the F10 key to save and exit. Press the “Y” key when prompted to confirm

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