LaundryCard Common Tech Support Issues

Invalid card after dispensing

1. The barcode on the card was not scanned by the barcode scanner laser (check Escrow).
   
   

2. The new card range has not been activated yet.

• Perform preventive maintenance on the barcode scanner and card dispenser.

• Using VS1diag or the Manager's menu, dispense a series of cards and make adjustments until you are able to scan 50 cards consecutively.

  • Note that adjusting a barcode scanner may require a significant amount of time; trial and error.

  • Some examples involve very small movements for adjustment:
    
    

    • Try tilting the laser so it points towards the exit slot – the cutout part of the X-Changer door.

    • Try twisting it clockwise because the barcode is printed more on the left side of the card.

    • Try raising it to give the laser a wider scanning area.

    • The tray that guides the card before reaching the customer can be moved about 1/8” up or down.

    • The dispenser itself can be moved forward or backward in its mounting bracket about the same amount as the tray.

• Use the Activate Cards feature in Manager's menu.

  • This does require an activation card. 

  • If you do not have an activation card, contact CCI Technical Support with the range of cards to be activated. 

X-Changer responds slowly to touch

1. Touchscreen alignment/calibration is off.

2. The screen is dirty.

3. Prolonged computer uptime.

4. Touchscreen mode is set to 'mouse emulation'.

• Align the screen using the correct touchscreen calibration tool.

  • For Elo monitors: Elo touchscreen calibration

  • For Zuljana monitors: Run the ConfigureHardware tool

• Use a moist cloth to wipe the touchscreen.

• Restart the X-Changer.

• Open the Elo properties menu and set touch mode to 'click on touch,' then save the new setting.

Unable to open communication to: 

• Card Dispenser (CD)

• Barcode Reader/Scanner (BCR/BCS)

• Magnetic Stripe Reader (MSR) or Local Reader

• Bill Note Acceptor (BNA)

• Credit Card Reader

1. The computer has lost track of the device.

2. The device is not powered on. 

3. The device is not connected to the computer properly. 

• Screen Reset the computer experiencing this problem.

• Manually power cycle the individual devices by disconnecting and reconnecting their cabling from both ends.

  • Bill Acceptors can also be power cycled via the Attendant (v8)/Maintenance (v9) menu.

• Swap the device with the neighboring X-Changer to determine its functionality. 

Negative balance in card activity.

1. Database transaction(s) missing or out of chronological order.

• Verify time is the same on both computers.

• Contact CCI Technical Support to batch both X-Changers to the latest LaundryCard update available. 

The touchscreen monitor is black/blank.

1. The computer is not sending, or a monitor is not receiving, a video signal through the VGA cable.
   VGA cable:

   Open

   

   
   
   
   

2. The monitor is not powered on. 

• Verify power is reaching the computer and monitor.

• Re-seat the blue VGA cable at both ends.

• Reboot the X-Changer.
  
  

Blinking amber light on Dell computer with no video output.

1. Internal hardware problem (e.g. motherboard, power supply, CPU, memory, etc., or any combination of).

• Find out if the computer is under warranty with Dell.

  • If so, call Dell Gold support.

  • If not, contact a local PC repair shop.

Blank card reader display.

1. The reader is powered off. 

2. Faulty line cable. 

• Check both cat 5 network cable connections to the reader.

• Check if the reader is disabled (Status 11) in X-Changer equipment status/store status.

• Verify the Control Head does not have a fault light. 

"See Attendant/Temporarily out of service" on the card reader display.

1. Vend price software WCRD is unable to reach the card reader (use the Super card).

• Find out which computer has WCRD in Master/Control mode and reboot that X-Changer.

  • v8 systems: Use Failover to Backup if Primary.

  • v9 systems: Automatically failover if rebooting the system is Primary.

• Check Store Status for problem readers.

• Walk through Card Reader Line Troubleshooting. 

"Bad Card Orientation" on card reader display.

1. IR sensor is blocked and/or magstripe is not read.

• Use a cleaning card to scrub the read head.

• Use compressed air to clean out any dust in the reader. 

"Re-swipe card" displays often when trying to insert/remove a card in a reader.

1. The card reader receives a partial magnetic strip.

2. The magnetic strip is damaged.

3. The read head inside the card reader is dirty/blocked.

• Try inserting the card more quickly.

• Try a newer card.

• Use a cleaning card to scrub the read head.

• Use compressed air to clean out any dust in the reader. 

Tripp-Lite has an orange or red battery light displaying.

1. Recent power loss used up its battery power.

2. Tripp-Lite battery is low or not at full charge.

3. Tripp-Lite battery is unable to hold a charge.

• If the entire system is off, try powering the system on.

• Give time for the battery to recharge (the orange battery light will change to green when fully charged).

• Check/replace the battery.

EPC not supplying power to the rear outlets.
(Ethernet Power Controller-powered cabinets only)

1. One or more individual channels are off.

2. Tripp Lite battery is bad.

3. Bus A or Bus B is switched off.

• Make sure front channels are in the ON or REMOTE position, then connect to the EPC with a computer and verify no channels have been "locked" which prevents it from being tampered with.

• Replace the rechargeable Tripp-Lite battery cell if the bus connected to it stops working.

• Find and toggle the power switches for each bus in the rear of the EPC if necessary.