Dispenser troubleshooting script

Initial Checks
Before trying to clear the fault in diagnostics open the safe and make a quick inspection of the dispenser, look for and
clear any bills jammed in the presenter or pic modules. Running the test without making this inspection will only jam the
bills further and possibly damage the dispenser.
First check the presenter, purge bin entry, clamp area and out feed to fascia. Inspect belts for wear and damage. Clear
any bills found and place in the purge bin, make note of where the bills were jammed for future troubleshooting reference.
Remove all cassettes to allow light into the pic modules for better visual inspection. Look for and remove any jammed
bills, torn corners of bills or bill wrappers. Make note of where the bills or torn media was jammed for future reference.
Now make a quick inspection and check the pick to pick timing as well as the D-wheel timing in each module. This only
takes a few minutes and it is a good practice to do on every service call with a dispenser fault. Although there are subtle
differences between the self serv and personas “clamp” style presenters and major differences with the spray presenters
the Pick module procedures between models are the same. Presenters will be discussed later. If the CE does not know
how to perform the timing checks and adjustments send them the Timing Checks and Adjustments document.

Suction Cups

Suction cups should also be inspected or replaced if needed on every dispenser call. Inspect the suction cups for wear
and if they seem flimsy, damaged in any way or if unsure of the last time they were replaced go ahead and replace them
now. At this time also inspect and replace the pick line filter if needed.

The following provides the part number for the new style suction cups and shows the difference between the old and the
new style as well as demonstrates how to make sure they are correctly fitted.

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 Troubleshooting the fault

Now that the visual inspection is complete, and proper dispenser alignment verified, it is time to troubleshoot the
dispenser to get to the root cause of the fault found upon arrival. If not there already, enter SYSAPP using the diagnostic
dongle. Take into consideration where bills were found jammed to assist with troubleshooting.

First go to “5. Device Status List”. – This will be generalized because we are trying to determine the cause of the physical
jam.

Is there any dispenser related faults? (Ignore cassette empty faults, they are soft errors) If so, make note of the fault
and with the dispenser racked out, and the interlock switch bypassed, select the fault and watch closely as the dispenser
runs to clear the fault.

Did the fault clear? If so proceed to the diagnostics menu for further testing. Configure the dispenser to dispense out the
front to make certain the unit is fully operational. Configuring the test will be discussed later on this page.

If the test failed and the fault persists, did the bills jam in the same general area? Before removing the jammed bills
look closely at the area where they stopped to see if there is any obvious hardware malfunction or obstruction. Remove
the bills and attempt to repair the hardware.

Test bills out the front. Run this test to be sure bills will pass to the customer as well as back into the purge bin.

From the SYSAPP main menu select 1. Diagnostics, and then select the cash dispenser.

Once in the dispenser menu flip the toggle switch on the control board or pull the bottom cassette for spray dispensers.
The “dispense” option should now be available.

Choose set notes; start with setting it for just a few notes in case it jams again. Once the test passes a couple of times
you can set notes for 40, this will do a good stress test to prove you have repaired the issue causing the jam. After taking
the cash from the presenter on the first test, ignore until it fails with “notes not taken” on the second pass and then do a
clear test to prove bills will successfully go back into the purge bin. Repeat this process a few times; if these tests pass
you have a fully operational dispenser.

If the test fails and bills continue to jam if still unsure of what module to replace please call Level 2 hardware support.

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Customer complains of reverse transactions and there is a lot of money in the purge bin, what could be the
cause?

The shutter is high suspect with cash reversals. In diagnostics put the shutter test on loop and run the shutter many times,
if it gets any failures or seems to be sticking replace the shutter.

A faulty LVDT can also cause reversals, if the following test fails or a faulty LVDT is suspected replace the presenter. If
unsure of how to proceed please call level2 ATM hardware support.

ELECTRONIC VERIFICATION OF LVDT

Checking the LVDT – bad LVDT usually results in MStat 05, however MStat 05 can also mean other things.

From SYSAPP – Device Diagnostics – Cash Dispenser

Turn LOOP on

Select Sensor/Switch Status test

Look at the 4th and 5th pair of numbers, these are the LVDT readings

They should be above 20 but less than 4F. If they are outside of this range the presenter should be replaced.

Begin rotating the green wheel on the side of the presenter to rotate the belts.

You’ll be begin seeing these numbers change. Have the CE read off the numbers – one at a time – as they are changing
and write them down. You should end up with a low and high number for each of the values. If the number go outside
of the above mentioned range replace the presenter. Now look at the numbers. The range should be no greater than
about 10 digits. If the range is greater than 10 the CE can try cleaning the LVDT metal rollers. Then retest. Or the CE
can replace the presenter.

There is a lot of money in the purge bin and the shutter is good, what else could be the cause?

Excess purged bills are also caused by a faulty pick module or weak vacuum. If not already done, check pick to pick
timing and replace suction cups and filter.

Check vacuum to be sure there are no leaks.

If not already done, build your vacuum gauge

Wrap about 4 to 6in of PTFE tape around the threads of the vacuum gauge.
Now fit the adaptor to the vacuum gauge and tighten.
Use two wrenches’ to tighten them fully, but only use finger pressure on the wrench’s to ensure a good ‘Air-tight’
seal.
Connect the vacuum adaptor to the lowest pipe, coming from the solenoid on Pick 4.

1. Vacuum Test
1. Using Sysapp perform a Diagnostic Clear command.
The main motor will drive the vacuum pump and the vacuum can now be read from the gauge.
Pass
• A Pass is at sea level is the vacuum system will generate a vacuum of >800mb (23.5 inHg).
• The vacuum can decrease when the motor stops, after 60 seconds we expect it to still be above 100mb.(2.9
inHg).

1.1.1 Fail
• The vacuum does not get above 800mb (green line) 23.5inHg at sea level or 620mb (red line)18.3inHg at
altitude. (above ~1800metres or ~6000feet).
• The vacuum gets to these levels but falls off below the 100mB 2.9inHg level within 60 seconds.

All failures must be investigated.

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 Perform test again at the air filter, if still designated failing it is either the pump or one of the tube connections
between the Pump and the Air Filter.

If vacuum is weak inspect all vacuum tubes, tube junctions and pick lines for leaks or poor connection. Test the vacuum
using the method above at each pick module. If it the place of vacuum loss still cannot be determined call into the level 2
ATM hardware support for assistance.

Checking for a bad Pick Module

To check for a faulty pick module or cassette, run the 40 bill test from one pick module at time, if the test fails and stops
with cash sitting on the stacking tray before completing all 40 bills most likely there is a problem in this pick module or the
cassette. Likely there will be a pick failure error in device status list. Run this test for each pick module and cassette. Once
determined which pick module is causing the issue repair the faulty area or replace the pick module. If root cause cannot
be determined call in to level 2 ATM hardware support for assistance.

The dispenser is missing from the device diagnostics list?

When trying to run diagnostics on the dispenser if it cannot be found in the device list a couple of questions need to be
asked.

Was a dispenser module just replaced? If so it is important to double check connections, shut the ATM down and rack the
dispenser out to verify all connections to the dispenser control board are solid, no pins backed out and all in their correct
locations. With self serv machines it is also important to reseat the USB connection at the control board and hub, if all
connections appear to be solid, clear NVRAM on the dispenser control board before powering the ATM back into
diagnostics. See below for clearing NVRAM.

If the dispenser is back in the list, begin testing. If it is still missing, for self serv machines go to USB viewer and verify if
the dispenser is seen in USB viewer. If it is in USB viewer there may be missing drivers or the dispenser was not seen
during start up, doing a device recovery may recover the dispenser. Also running a new USB cable straight to the core for
troubleshooting purposes is a quick way to determine if the cable is bad. If unsure of how to make this diagnosis, please
call into level 2 ATM hardware support. If it is a personas ATM and an SDC issue is suspected, troubleshooting the SDC
link on personas machines is difficult; please call level 2 ATM hardware support.

Software was just reloaded and now the dispenser is missing? Here, again for self serv machines USB viewer is a useful
troubleshooting tool, if the device shows in USB viewer and not in the device list it may be the drivers did not load during
the software load. Try device recovery first, if that does not work unplug the USB from the dispenser and do an orderly
shutdown and then reboot with the cable unplugged, do another orderly shutdown and plug the USB cable back in and
turn the ATM on, if the dispenser is still missing a software reload may be needed. Call level 2 ATM hardware support
before proceeding.

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After replacing the dispenser control board or reloading software dispenser needs authenticated?

If the dispenser needs authenticated, from SYSAPP select “8. Self Service Configuration” then “3. Set Device
Configuration”. Select the cash handler from the menus and the “authenticate” option should be visible, choose the menu
option and follow the on screen instructions to remove the bottom cassette completely out of the pick module, once
removed count to ten to provide ample time for the change to be seen by the software, return the cassette to its position
and now the dispenser should be authenticated.

How is NVRAM cleared on a NID2 dispenser control board?

There is only one switch pack on the NID control board, for normal operation all switches should be open/off. To clear
NVRAM turn switches 3 and 8 on and power up the ATM, give the ATM ample time for PC post to run and then shut
down. Return switches 3 and 8 to the off position and power on the ATM. The picture below shows the layout of the NID2
control board, SW3 is the only switch pack, the board for self serv is similar but connections are slightly different. OFF is
away from the board or up and on is toward the board or closed.

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How is NVRAM cleared on a spray dispenser control board?

To clear NVRAM on a spray dispenser turn switches 3 and 8 on via the diagnostics switch pack (U27) on the dispenser
control board and turn the ATM on long enough to run post, turn the ATM off and return the switches to their normally off
positions and restore power to the ATM. Do not change the settings on the RS232 switch pack (U26). Example – a switch
being off equals 0, or up on the switch pack; a switch being on equals 1, or down on the switch pack.

What are the normal switch settings for a spray dispenser control board?

All switches should be off for the diagnostics or U27 switch pack. Switches 2, 3, 4 and 6 should be on for the RS232 or
U26 switch pack. A block diagram of the board showing switch pack locations is pasted above. If the dispenser is missing
from the menus double check the RS232 switch settings and ensure they are correct.

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What is the process to configure the magnets to set cassette strapping?

There are now several cassette “types” used in configurations depending on what bills the customer is using. The most
commonly used “types” are 1 and 2. If it is not known how the cassettes are supposed to be configured get that
information from the customer’s network as it is specific to customers. The pictures below show how the magnets are set
for each “type”. Most likely the newer style “Wide cassettes” will be installed in the ATM.

Standard cassettes

Wide cassettes

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How to perform dispenser bill configuration after clearing NVRAM?

After clearing NVRAM dispenser bill configuration will return to defaults so it will be needed to configure the dispenser bill
singularity. Bill size is always set at 66 for US dollars but singularity must be set according to what bills are in each “type”
of cassette. The previous page in this document will assist with identifying what “types” of cassette you have for each
denomination of bills.

From SYSAPP > “8. Self Service Configuration” > “3.Set device configuration.” > Select the cash dispenser from the
menu > Note configuration > Set

Now use the on screen menu tabs to configure singularity for each “type” according to the denomination in each. Be sure
to use the toggle button when finished to save the parameters. Singularity values listed below.

$1, $5, $20, $50 = 106

$100 = 115, $10 = 102,

Stamps = 118

What is an invalid pick interrupt?

The interrupt error means a pick module sensor is blocked. Remove the cassette of the pick module called out in the error
and inspect the back of the pick module transport for jammed bills, a floating corner of a bill or a money strap. Also open
and inspect the money in the front of the cassette. If nothing is found run the test again, just removing the cassette may
have caused the blocking media to fall out. If the fault persists, replace the pick module.

What is a pick failure?

A pick failure occurs when the pick line is unable to pick a bill from the cassette after multiple attempts. There are a few
things to check to remedy the condition.

First remove and open the cassette and inspect the condition of the money. Be certain the money is not packed too
tightly; there should be a little give behind the pressure plate. Make sure the front bill is not dog eared, torn or severely
wrinkled; if the front bills are in poor condition move them to the purge bin.

If not done already, inspect and replace the suction cups and vacuum filter if needed.

Check vacuum levels using the procedures earlier in this document, repair vacuum line as needed.

If the fault cannot be cleared please call in to level 2 ATM hardware support for more guidance before replacing the pick
module.

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Troubleshooting Procedures
Additional troubleshooting procedures for the following M_Status codes:
 M_Status 3 ‐ Pick Failure

 M_Status 5 ‐ Sensor Failure/Currency Jam in Main Transport

 M_Status 12 ‐ Presenter Clamp/Alignment Mechanism Failure or Jam

 M_Status 13/14 ‐ Shutter Jammed Open/Closed.

 M_Status 18 ‐ Currency Jam in Presenter Transport/Sensor Failure

M_Status 3 ‐ Pick Failure

 Inspect cassette ‐ check how well the cassette is loaded (no bands/clips, cash is
ATM‐fit and neatly stacked) then remove the cash and check that the cassette is
clean, that the garage door is undamaged and that the cassette is set to the
correct height/width for the currency. Check that the cassette can be inserted
fully into the dispenser and that the latch is operational.
 Inspect pick module ‐ check the pick arm assembly, filter and suction cups for

wear or damage. Replace if necessary. Check for white dust or noisy operation
indicating worn gears. Check for black dust indicating worn belts.
 Check the pick line vacuum ‐ attach a vacuum gauge to the solenoid on the lowest

tube and perform a Clear diagnostic test. Check the vacuum reaches 800mBar
(23.5 IN HG) and is held for 1 minute after the motor stops. If the test fails, then
re‐check at the air filter, if the test passes at the air filter, replace all vacuum
tubes and T‐pieces. If the test fails at the air filter replace the motor pump
assembly (rear access) or the presenter (front access).
 Check the ‘D wheel’ timing within each pick module ‐ the timing disk on the

outside of the pick module should be set to ‘D’ with the ‘D wheels’ inside the pick
module set with a 0.5mm gap before touching the drive roller. Use the D‐wheel
setting gauge to re‐time if needed. Refer to the Aria Pick Module chapter or the
Preventive Maintenance chapter for more detail on timings.
 Check pick‐to‐pick module timing ‐ the first pick unit on the upper pick module

should be set to 1 on the timing disk and the second pick unit should be set to 2.
The first pick unit on the lower pick module should be set to 3 and the second
pick unit should be set to 4. Refer to the Aria Pick Module chapter or the
Preventive Maintenance chapter for more detail on timings.
 Check the pick interface PCB ‐ make sure that the cassette id pick interface PCB is

fully located against the side frame and is secure. Check that the pick interface
connections are fully home.
M_Status 5 ‐ Sensor Failure/Currency Jam in Main Transport
 All the procedures for M_Status 3 (above) also apply to M_Status 5, and in addition:
 Check for bill skew ‐ inspect the cassettes to ensure that bills are not skewing when
exiting through the garage door. If the bills are skewing, check for poorly loaded cash
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or incorrect cassette configuration. Run a single bill dispense test from each pick
module multiple times while observing for bill skew when entering the stacking area
of the presenter. If bills are skewed, inspect the belts and rollers in the pick module and the presenter, clean
or replace as necessary. If the bills continue to skew on exiting the pick module, replace the pick module; if
they skew after entering the presenter, replace the presenter. Also check the LVDT as documented earlier in
this document.

M_Status 12 ‐ Presenter Clamp/Alignment Mechanism Failure or Jam

 Clean and inspect the presenter clamping mechanism (bill alignment mechanism).
Check for binding in the mechanism. Run a dispense diagnostic test first with one bill
then with 40 bills to verify proper operation. If the test fails, replace the presenter.

M_Status 13/14 ‐ Shutter Jammed Open/Closed

 Check for signs of damage to the shutter which could indicate fraudulent activity.
 Run the dispenser shutter diagnostic test with halt on error enabled and looping 50

times (fascia should be in normal operational position). If the test fails, remove the
shutter to clean it and inspect it for binding when operated manually. Re‐fit the
shutter and re‐run the test. If the test continues to fail replace the shutter assembly.

M_Status 18 ‐ Currency Jam in Presenter Transport/Sensor Failure

 Check for bills jammed in the presenter transport and for damaged or unfit bills in the

purge bin.
 Check belt alignment: mark the presenter belts with a straight line then run a belt

drive diagnostic test, observe if the belts are still in line after the test. If they are out
of alignment, clean the belts and rollers then re‐run the test. If they are still out of
alignment replace the presenter.
 Check for bill skew: run a single bill dispense test from each pick unit multiple times

while observing for bill skew or delay on entering the stacking area of the presenter.
If bills are skewed or damaged during the dispense, inspect the belts and rollers in
the pick module and the presenter, clean or replace as necessary.
 If the bills are skewed during the stack part of the dispense operation, check for

problems in the LVDT area such as damage to belts, flickers, deflectors or badly
located ESD brushes. Also check for skewed bills coming from the pick module
into the LDVT area ‐ use the troubleshooting procedures for M_Status 3 and 5.
 If the bills are skewed during the present part of the dispense operation, there

may be an issue with the stack table. Check the error log for M_Status 12 errors in
the last 30 days, if there are none try fitting shims to the stacking table or replace
the presenter.
 If the bills are skewed after they have cleared the stack table, check the transport

belts for dirt,

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