Common Tech Support Issues

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

2. 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, test dispense and make adjustments until scanning is consistent to 50 cards.
  • Note that adjusting a barcode scanner may require a significant amount of time; trial and error.
  • Some examples involving the very small movements for adjustment:
    
    • Try tilting the laser so it points towards the exit slot – the cut out 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 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 Activate Cards feature in Manager's menu.

1. Alignment/calibration is off.
2. Screen is dirty.
3. Prolonged computer uptime.
4. Touchscreen mode is set to 'mouse emulation'.

• Align screen using the correct touchscreen calibration tool.
  • Elo properties menu for standard X-Changer cabinets.
  • This for Lite cabinets.
• Use moist cloth to wipe touchscreen.
• Restart the X-Changer.
• Open Elo properties menu and set touch mode to 'click on touch,' then save the new setting.

Unable to open communication:

CD (card dispenser)
BCR (barcode reader)
MSR (mag stripe reader)
BNA (bill note acceptor) 

• Screen Reset the computer having the problem.
• Manually power cycle individual devices by disconnecting and reconnecting its cabling from both ends.
  • Bill Acceptors can also be power cycled via Attendant (v8) / Maintenance (v9) menu.
• Reboot computer.

• Verify time is the same on both computers.

• Verify power is reaching computer and monitor.
• Re-seat blue VGA cable at both ends.
• Reboot computer.
  

Find out if computer is in warranty with Dell.

• If so, call Dell Gold support.
• If not, contact a local PC repair shop.

• Check both cat 5 network cable connections to reader.
• Check if reader is disabled (Status 11) in X-Changer equipment status / store status.

Vend price software WCRD is unable to reach the card reader (try 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 system is Primary.
• Check Store Status for problem readers.

• Use cleaning card to scrub read head.
• Remove all dust from card reader.

1. Card reader receives partial magnetic strip.
2. Magnetic strip is damaged.
3. Read head inside card reader is dirty / being blocked.

• Try inserting card more quickly.
• Try newer card.
• Use cleaning card to scrub read head.

1. Recent power loss used battery power.
2. Tripp Lite battery low or not at full charge.
3. Tripp Lite battery unable to hold a charge.

• If entire system is off, try powering system on.
• Give time for battery to recharge (orange battery light will change to green when fully charged).
• /wiki/spaces/KB/pages/8552844.

EPC not supplying power to 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 TrippLite 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.