Tidel Troubleshooting Guide

ProblemRecommended Action
AIMS takes a long time to open
  1. Files may be full:
    1. Close the AIMS Window
    2. Go to Windows Explorer, open the "Tidel" folder
    3. Open the BIN folder
    4. Open the DATA folder
    5. Locate the 2 files in the DATA folder – STATUS.MDB and REPORTS.MDB. ***It is recommended that these files be backed up prior to deletion!
    6. Delete the 2 files listed above, then close and re-open AIMS
AIMS is unable to connect to the ATM REFER TO THE ERROR MESSAGES LISTED BELOW

ATM Client did not respond within the required time. It may be busy with a customer or not answering the phone line:

  1. Unit may have been processing a customer transaction at the time the request sent.
  2. In the ATM Client setup, insure the phone # programmed is the phone # of the line the ATM is using. The phone # should be programmed exactly as if you were making a phone call to the unit.
  3. "Allow incoming calls" may be disabled in the AIMS programming of the ATM
  4. Insure the phone line the AIMS computer is using is working.
  5. Call the phone # of the line the ATM is using, exactly as it is programmed in the AIMS setup & verify tone.
    1. The phone # is incorrect.
    2. The phone line of the ATM may be unplugged from the wall or have a connection problem inside the ATM.
    3. There may be other equipment sharing the phone line or a phone line problem.
    4. The ATM may be unplugged from AC power.
    5. There may be a modem problem on the ATM
    6. The programmer/manager menus may be open.

If tone is heard:

  1. There may be other equipment sharing the phone line.
  2. A different type of device may be answering the phone, (fax machine, computer, etc…)
  3. There may be a modem problem on the ATM

ATM client refused request due to incorrect terminal ID or password:

  1. Verify Terminal ID in AIMS setup matches Terminal ID ATM host setup menu.
  2. Verify password in AIMS setup matches password in ATM AIMS setup menu.
  3. Verify phone # in AIMS setup is to the phone line of the desire ATM.

ATM not answering / may be busy with customer

  1. Check the phone # programmed in AIMS under the terminal’s properties. Call the phone # with a telephone to verify the ATM is answering.
  2. Check the programming of the ATM to insure "allow incoming calls" is enabled.
  3. Turn "allow outgoing calls" off in the ATM programming, perform a power reset & attempt to connect again.

Invalid Page Fault…

  1. Copy the client, status and report.mdb files to a temporary folder.
  2. Uninstall AIMS, then reinstall AIMS.
  3. Copy the client, status and report.mdb files back to the Tidel data file.

No outgoing lines available:

  1. Plug a telephone into the phone line the AIMS computer is using and dial the phone # of the ATM exactly as it is programmed in the AIMS setup. Check for restrictions, PBX lines, operator messages, etc…
  2. Close all programs which may be utilizing the computer’s modem. (Performing a re-start on the computer may indicate open or running programs).
  3. Possible modem problem on AIMS computer:
  1. In "Control Panel", open "System".
  2. Click on "Device Manager".
  3. Double click on "Modem".
  4. Double click on the modem.
  5. Verify device is working properly. Modem settings can be viewed/changed in the Modem Settings.
  1. In "Control Panel", double click on "Modem".
  1. Remove the modem.
  2. Re-start the computer.
  3. Re-install the modem.

 

AIMS is unable to connect to the AIM (cont.) The line is currently busy, please retry request at a later time:
  1. Call the phone # that the ATM is using. Verify busy signal.
  2. Check the phone line the AIMS computer is using for noise, PBX, operator messages etc…

Tidel Authorization key not loaded

  1. Insure HASP KEY has been installed on computer (printer) port.
  2. On the AIMS computer:
  1. Install AIMS CD in drive.
  2. Open Windows Explorer and select drive.
  3. Open the Tidel file.
  4. Double click on HASP.BAT file.
  5. When prompted, computer will require re-start.
  1. Some computers, (Gateway), may require a different type of authorization key. Contact Tidel for information.

Unable to negotiate compatible protocol/may require software upgrade…

1) Download the latest version of software to the ATM.

ATM loses programming when changes are sent from AIMS. 1) Must perform Query and Sync prior to sending changes to ATM from AIMS
ATM is unable to contact AIMS computer
  1. AIMS computer must be on and AIMS must be open at the time the ATM attempts to make contact
  2. The ATM must be programmed into AIMS
  3. "Allow outgoing calls" must be enabled in the AIMS setup menu on the ATM
  4. Plug a telephone into the phone line the ATM is using and dial the phone # of the AIMS computer exactly as it is programmed into AIMS setup menu. Check for restrictions, PBX lines, operator messages, etc…
  5. Check programming of status and timed events in the AIMS setup menu of the ATM.
  6. Generate a condition that will initiate a call to the AIMS computer. After the ATM stops calling the AIMS computer, print a LAST TX report. Refer to LAST TX report information at the back of this section.
  7. Possible phone cable/connection problem.
  8. Possible ATM modem problem.
  9. Possible AIMS computer modem problem.
Errors detected in client database
  1. Rebuild database.
  1. Click on TOOLS
  2. Point to DATABASE then select REBUILD DATABASE from the pop up menu.
  3. All files will be selected automatically, de-select the files you do not wish to rebuild, then click on BEGIN.
  4. At the prompt, restart the computer.
Client database will not copy from a file to AIMS.
  1. Shutdown all programs and re-start computer.
  2. In the AIMS main screen:
  1. Select DATABASE
  2. Select MIGRATE DATABASE.
Graphics/Coupons will not load to ATM from AIMS
  1. In AIMS setup, perform QUERY, then SYNC
  2. Insure graphics/coupon are being loaded from the hard drive, (files cannot be loaded from a disk)
Last check in date lost when AIMS is closed and reopened
  1. On the AIMS computer:
  1. Open Windows Explorer and select the Tidel folder.
  2. Open the BIN file.
  3. Open the DATA file.
  4. Locate the "reports.mdb" and "status.mdb" files. It is recommended these files be backed up now.
  5. Delete the "reports.mdb" and "status.mdb" files
  6. When AIMS is re-opened, the files will be re-created.
Last check in date is incorrect 1) Insure date on AIMS computer is correct
Reports from ATM show odd or fractional dollar amounts
  1. In AIMS setup, perform QUERY
  2. If ATM software version is 5.1 or above, AIMS software version must be 3.02 or above.
  3. If ATM software is 2.02 or below, ATM Main PCB may be defective or require cold start.
Sync is performed but no information appears in the properties 1) Must perform QUERY before performing SYNC
Card Reader
Does not read any cards Note: Plasma displays should show "remove card" when card is inserted, color displays should not.
  1. Clean card reader head with Tidel approved card reader cleaner card.
  2. Check connection at Card Reader & J4 on the Control Panel PCB, (red stripe should be on the same side at each end of cable).
  3. Check for stuck keypads.
  4. Test cards using System Diagnostics in the Program Setup menu. Card information should appear on tracks 1 & 2. Test results should indicate a passed test.
  5. Insure the "spring clip" has the Card Reader head secured into the card reader frame & is not touching any pins on the card reader head.
  6. Possible defective Card Reader or cable.
  7. Possible defective Control Panel PCB.
Does not read some cards Note: Plasma displays should show "remove card" when card is inserted, color displays should not.
  1. Clean card reader head with Tidel approved card reader cleaner card.
  2. Check connection at Card Reader & J4 on the Control Panel PCB, (red stripe should be on the same side at each end of the cable).
  3. Check a non-working card, using System Diagnostics in Program Setup. If 2 or more field separators (=) are present on track 2, software may need to be upgraded to current software to correct problem.
  4. Insure the "spring clip" has the Card Reader head secured into the card reader frame & is not touching any pins on the Card Reader head.
Display shows "remove card"
  1. Check the back of the Card Reader for obstructions in the path of the card detection sensor.
  2. Check the connection at the Card Reader & J4 on the Control Panel PCB, (red stripe should be on the same side at each end of the cable.
  3. Possible defective Card Reader
Invalid card, please use another card
  1. If unit has 1.13 software, this message can be generated when the program code is entered on the keypad instead of swiping the program card.
Reads Tidel cards only, will not read customer cards
  1. Check error menu for "Waiting reversal completion", even if unit is ONLINE. If error message is present, unit is waiting for reversal from HOST. If host cannot generate reversal, a cold start must be performed to correct problem.
  2. Perform Card Reader test in SYSTEM DIAGNOSTICS.
Combination Lock
Beeps 2 times when combination is entered, then a series of beeps sound for 3 seconds. Lock may or may not be open
  1. Possible low battery. Replace with alkaline batteries only.
  2. If lock will not open, attach a battery to the contacts on the keypad & retry opening
Beeps 3 times before combination is fully entered
  1. Combination entry incorrect. Wait 20 seconds before attempting to re-enter.
Beeps 3 times when last digit of combination is entered.
  1. Incorrect combination entered. Enter a valid combination.
  2. If 4 incorrect combinations are entered consecutively, a 5-minute delay period will be initiated, indicated by the LED flashing at 10-second intervals.
  3. If no valid combination is known, lock must be replaced (or returned to factory for reset).
Beeps 10 times when opened
  1. Possible low battery. Replace with alkaline batteries only.
Intermittent operation 1) Replace battery with new 9VDC alkaline battery
No Response from keypad entry
  1. Possible dead battery. Apply new 9VDC battery to contacts on keypad and attempt to open
  2. Battery or keypad cable damaged or incorrectly connected.
No response from keypad entry, LED flashes every 10 seconds
  1. Wrong combination was entered. Delay period will last 5 minutes.
Communication
Busy with other call displayed when transaction is attempted
  1. AIMS outgoing call is being processed. Turn AIMS outgoing calls off in AIMS setup menu, perform a power reset, then turn AIMS outgoing calls back on to cancel.
  2. Check phone line for other equipment, (fax machine, credit card terminals, etc…)
Invalid/bad pin # on receipt
  1. Perform 2 balances/trial close, back to back
  2. Check the pin/pad check sum in System Diagnostics to verify correct master key is loaded, (see HOST Information in this section).
  3. Verify correct master key index is selected in Host Setup menu
  4. Check the PIN/PAN Encryption setting in the System Configuration Menu.
  5. If unable to change PIN/PAN Encryption, (single or double), check the Display CPU ver/rel in the Version Release Menu of the Program Setup Menu. (Must be 1.06 or above).
  6. If Display CPU ver/rel is blank, the Control Panel PCB may be defective.
  7. If this message or one similar to it appears on the receipts & seems to come & go, the same Terminal ID may be programmed in a unit at another location.
Key error is printed on receipt when transaction is performed
  1. Verify Terminal ID in Host Setup.
  2. Insure correct Master Key Index is selected in Host Setup.
  3. Perform PIN/PAD test in System Diagnostics. Verify correct master key is loaded in unit. (See Host Information in the Service Manual).
  4. Verify correct Host Type is selected in System Configuration
  5. Verify Host Routing Code and Routing Code Length in Host Setup.
  6. Verify correct Pin/Pan encryption in System Diagnostics (single/double).
Reversal Being sent to host continuously
  1. Unit is not receiving or accepting acknowledgment of reversal from Host.
  2. If Host is unable to send acknowledgment, a cold start will have to be performed to correct this problem.
Reversal Generated, unit sends original x-action request to Host repeatedly
  1. Host routing code deleted in the Host setup menu, re-enter
  2. Incorrect host type selected in System Configuration menu.
Surcharge differs from amount entered in "surcharge menu" Check with Host to verify correct surcharge amount.
Surcharge does/does not appear on display/receipt
  1. Verify with Host that terminal is setup for surcharging
  2. Check "Terminal Fee text on receipt" (y/n) in Cash setup menu
  3. Check "Bank Maint ID" information in Cash Setup Menu
  4. Check "Send Surcharge Result" in Host Setup Menu.
Surcharges Non-surcharge customers or does not surcharge surchargable customers
  1. Check "Bank Maint ID" information in Cash Setup Menu
  2. Check "Send Surcharge Result" in Host Setup Menu
Transmit com to CPU error is printed on receipt
  1. Perform PIN/PAD test in System Diagnostics. Verify Master Key is correct; (refer to Host information in the service manual).
Temp unable to process transaction (no receipt generated)
  1. Print Last TX report & refer to last TX report information in the Service Manual.
  2. Terminal ID programmed incorrectly in Host Setup menu.
  3. Primary or secondary #’s programmed incorrectly in Host Setup menu. Try dialing #’s programmed with a telephone, using the same phone line the ATM is using to verify connection with Host.
  4. Verify host type in System Configuration.
  5. Host data or enq timeouts incorrectly programmed in System Configuration
  6. Master key index programmed incorrectly in Host setup
  7. Host routing # programmed incorrectly in Host setup
  8. Routing code length programmed incorrectly in Host setup
  9. Pin/pan encryption programmed incorrectly in System Configuration.
  10. Check for loose connections of the phone cables at the wall socket, Power Distribution PCB, Main PCB and surge suppressor.
  11. Check with processor, Terminal may not be activated.
Temp unable to process transaction (receipt generated)
  1. Terminal ID programmed incorrectly in Host setup
  2. Host type programmed incorrectly in System configuration.
  3. Master key index programmed incorrectly in Host setup
  4. Host routing # programmed incorrectly in Host setup
  5. Routing code # or length programmed incorrectly in Host setup.
  6. Pin/pan encryption programmed incorrectly in System configuration
Transaction takes a long time
  1. Primary phone # programmed incorrectly in Host setup menu
  2. Refer to Last TX report for further troubleshooting info.
  3. Check for loose connections of the phone cables at the wall socket, Power Distribution PCB, Main PCB and surge suppressor
Dispenser
Cassette stuck in dispenser (SDD)
  1. Remove screws, which secure guide rails to inside of dispenser. Remove the guide rails & cassette, and then reinstall guide rails if not damaged.
  2. At the rear of the dispenser, remove the phillips head screws & ¼" nuts which secure the probes that open the cassette lid. Do not remove the screw from the spring. Remove the cassette & probe, then turn the key to prime cassette & remove the probe.
Cassette (feed) stuck in dispenser (NMD)
  1. Perform a "Clear Dispenser Errors" in the NMD Dispenser menu, then perform a "lifts down".
  2. Check connection at terminal #5, (Note Feeder), on the Note Feeder PCB.
  3. Check connection at terminal #6, (cassette door motor), on the Note Feeder PCB.
  4. Remove Note feeder from note feeder assy frame; (see removal & replacement procedures for NMD dispenser). Rotate cassette door drive gear upwards until cassette door is almost closed. (Some of the note stack may need to be removed from the back of the cassette) Continue to rotate gear while applying pressure to the back of the cassette to eject cassette. Note: Gear can be over driven. If resistance is felt, rotate gear downward while applying pressure.
Cassette (reject) stuck in dispenser
  1. Insert a screwdriver between the reject cassette & the dispenser frame, just below the lock on the reject cassette. While pushing the screwdriver in, pull on the reject cassette until it releases.
  2. To retract the lock tab, remove the TORX screw to the left of the bundle reject tray on the inside of the cassette. Separate the top and bottom of the cassette on the left side and rotate the large gear counter-clockwise until the lock tab is retracted.
Cassette won’t open (SDD)
  1. Insure widow is primed to green before sliding onto loading tray.
  2. If window will not prime to green, lock mechanism may be defective. Destruction of cassette may be necessary to open
Main motor runs continuously 1) Check the Timing sensor connection at terminal #11 on the Dispenser Main PCB
Main motor will not run (NMD)
  1. Check double detect connection on top of the Note Qualifier and terminal #12 on the dispenser main PCB.
  2. Check for 12 & 36 VDC at the output of the Dispenser power supply.
  3. Check Error Messages for additional information.
High number of rejected bills SDD dispenser:
  1. Check condition of notes being rejected.
  2. Check for belts off cams or broken belts.
  3. Perform double detect adjustment.

    NMD Dispenser:

  4. If rejects are in bundle tray (NMD) check TX report for evidence of bill count inaccuracy.
  5. If rejects are in single reject tray (NMD):
  1. Check spring on "hot side" of Note feeder.
  2. Check belt on "cold side" of Note Feeder.
  3. Check for bent pins and connection seating at terminal #5 on the Note Feeder PCB
  4. Check for crimped/cut wires on Note feeder
  5. Check diverter doors
  6. Insure diverter secured and properly positioned
  7. Check diverter motor connection at terminal #14 on the dispenser main PCB
Main motor will not run, but stacker motor makes multiple rotations
  1. Bundle carrier unit not "seen: at home position.
  1. Check connection at terminal #2 on the Stack presenter PCB
  2. Insure bundle carrier unit is not skewed in track
  3. Check bundle carrier unit for damage.
Display
Blue Display, no messages or graphics
  1. Perform adjust video settings in System Configuration. (If adjust video settings is not present in System Configuration, proceed to step 2.)
  2. Check voltages on the Power Distribution PCB.
  1. if unit is equipped with slow blow fuses:

    Check voltages at top of the fuses. F1 and F2=5VDC, F3=12VDC, F4=-12VDC and F5=24VDC.

    If one or more of the voltages at the top of the fuses are lower that listed, the Power Supply may be defective.

    If one or more of the voltages at the bottom of the fuses are lower than listed, the fuse may be defective.

  2. if unit is equipped with resettable fuses:

Check voltages at terminal J1 on the Distribution PCB, (both red=5VDC, yellow=12VDC, purple=-12VDC and orange=24VDC). If one or more of the voltages are lower than listed, the power supply may be defective.

Check voltages at the test points (to the left of) F1=5VDC, F2=12VDC and F3=-12VDC, and (to the right of) F4=24VDC. If one or more of the voltages are lower than listed, the power distribution PCB may be defective.

  1. Adjust video contrast pot, (to the right of the display communication cable on the Main PCB), while checking voltage at the front side of C105, (to the left of the video contrast pot). Adjust voltage to 24-28 VDC.
  2. Check cable connection at Display & J26 on the Main PCB with power OFF! Examine cable for wires that are cut or pulled loose from connector.
  3. Perform power reset. When the unit powers up, LED on main PCB should blink each time screen is supposed to change. If not, Main PCB may be defective.
  4. Possible defective Display
Characters missing at random (plasma display)
  1. Perform display test in System Diagnostics to verify missing pixels on Display.
  2. Possible defective Display.
Cursor in top left corner (plasma display)
  1. Key may have been turned before initialization screens were complete. Perform power reset.
  2. Check connection at J11 on the Control Panel PCB & J16 on the Main PCB
  3. Check for 12 & 5 VDC on the Control Panel PCB. If correct, Control Panel PCB may be defective.
  4. Check voltages at the Power Distribution PCB.
  1. If unit is equipped with slow blow fuses:

    Check voltages at top of the fuses. F1 and F2=5VDC, F3=12VDC, F4=-12VDC and F5=24VDC.

    If one or more of the voltages at the top of the fuses are lower than listed, the Power Supply may be defective.

    If one or more of the voltages at the bottom of the fuses are lower than listed, the fuse may be defective.

  2. If unit is equipped with resettable fuses:

Check voltages at terminal J1 on the Distribution PCB, (both red=5VDC, yellow=12VDC, purple=-12VDC and orange=24VDC). If one or more of the voltages are lower than listed, the Power Supply may be defective.

Check voltages at the test points (to the left of) F1=5VDC, F2=12VDC and F3=-12VDC, and (to the right of) F4=24VDC. If one or more of the voltages are lower than listed, the Power Distribution PCB may be defective.

  1. Field service switch on main PCB may in service position.
  1. J9 jumper installed on header (remove it).
  2. Possible defective Card Reader.
  3. Possible defective Control Panel PCB
  4. Possible defective Main PCB
Dim Display
  1. Perform adjust video settings in System Configuration. (If adjust video settings is not present in System Configuration, proceed to step 2.)
  2. Check fluorescent bulb, if dimly lit:
  1. Check voltage where bulb connects to Ballast PCB. Voltage should be 1000-1600 VAC. If correct, bulb may be defective.
  2. Check for 12VDC at J13 on the Control Panel PCB. If incorrect, Control Panel PCB may be defective. If correct, Ballast PCB may be defective.
  1. Check voltages on the Power Distribution PCB.
  1. If unit is equipped with slow blow fuses:

    Check voltages at top of the fuses. F1 and F2=5VDC, F3=12VDC, F4=-12VDC and F5=24VDC. If one or more of the voltages at the top of the fuses are lower than listed, the Power Supply may be defective.

    If one or more of the voltages at the bottom of the fuses are lower than listed, the fuse may be defective.

  2. If unit is equipped with resettable fuses:

Check voltages at terminal J1 on the Distribution PCB, (both red=5VDC, yellow=12VDC, purple=-12VDC and orange=24VDC). If one or more of the voltages are lower than listed, the Power Supply may be defective.

Check voltages at the test points (to the left of) F1=5VDC, F2=12VDC and F3=-12VDC, and (to the right of) F4=24VDC. If one or more of the voltages are lower than listed, the Power Distribution PCB may be defective.

  1. Adjust video contrast pot, (to the right of the display communication cable on the Main PCB), while checking voltage at the front side of C105, (to the left of the video contrast pot). Adjust voltage to 24-28 VDC.
Display CPU Ver/Rel X.XX Note: This usually is caused by no communication between the Main PCB & the Control Panel PCB.
  1. Check connection at J11 on the Control Panel PCB & J16 on the Main PCB.
  2. Check voltages at top & bottom of fuses. F1 & F2=5VDC, F3=12VDC, F4=-12VDC & F5=24VDC.
  3. Check voltages at the Power Distribution PCB.
  1. If unit is equipped with slow blow fuses

    Check voltages at top of the fuses. F1 and F2=5VDC, F3=12VDC, F4=-12VDC and F5=24VDC. If one or more of the voltages at the top of the fuses are lower than listed, the Power Supply may be defective.

    If one or more of the voltages at the bottom of the fuses are lower than listed, the fuse may be defective.

  2. If unit is equipped with resettable fuses:

Check voltages at terminal J1 on the Distribution PCB, (both red=5VDC, yellow=12VDC, purple=-12VDC and orange=24VDC). If one or more of the voltages are lower than listed, the Power Supply may be defective.

Check voltages at the test points (to the left of) F1=5VDC, F2=12VDC and F3=-12VDC, and (to the right of) F4=24VDC. If one or more of the voltages are lower than listed, the Power Distribution PCB may be defective.

  1. Check connection at J4 on the Main PCB.
  2. Possible application software problem, requiring replacement of Main PCB.
  3. Possible defective Control Panel PCB
Graphics Scrambled
  1. Verify problem exists in graphics screens only. If menu screens also contain similar problems, a different problem should be referenced. (Display test in System Diagnostics may aid in this process).
  2. Perform power reset on unit.
  3. Incorrect file type or size. File size = 320 pixels, (4.70") wide X 240 pixels, (3.50") high. Must be GIF format. File name is in DOS format (8 characters maximum).
  4. Reload graphics.
Horizontal lines on display
  1. Verify problem exists in menu screens & graphic screens. If problem does not exist in both screen types, another problem should be referenced.
  2. Check connection at the display & J26 on the Main PCB with power OFF!!! Examine cable for wires that are cut or pulled loose from the connector.
  3. Possible defective video chip, requires replacement of Main PCB
  4. Possible defective Display
No Display (Color)
  1. Check connection at display & J26 on the Main PCB with power OFF!!! Examine cable for wires that are cut or pulled loose from the connector.
  2. Check for 5 & 12 VDC at J5 on the Control Panel PCB
  1. If correct, check for 12 VDC at J13 (black & top white wire) on the Control Panel PCB. If incorrect, Control Panel PCB may be defective.
  2. If correct, check for 1000 to 1600 VAC where the florescent bulb connects to the ballast PCB. If incorrect, ballast PCB may be defective.
  3. If correct & bulb is dimly lit or out, the bulb may be defective.
  1. Check voltages at the Power Distribution PCB.
  1. If unit is equipped with slow blow fuses:

    Check voltages at top of the fuses. F1 and F2=5VDC, F3=12VDC, F4=-12VDC and F5=24VDC. If one or more of the voltages at the top of the fuses are lower than listed, the Power Supply may be defective.

    If one or more of the voltages at the bottom of the fuses are lower than listed, the fuse may be defective.

  2. If unit is equipped with resettable fuses:

Check voltages at terminal J1 on the Distribution PCB, (both red=5VDC, yellow=12VDC, purple=-12VDC and orange=24VDC). If one or more of the voltages are lower than listed, the Power Supply may be defective.

Check voltages at the test points (to the left of) F1=5VDC, F2=12VDC and F3=-12VDC, and (to the right of) F4=24VDC. If one or more of the voltages are lower than listed, the Power Distribution PCB may be defective.

  1. Disconnect AC power from the unit. Remove the Main PCB coverplate. Apply AC power & verify LED on the Main PCB blinks when screen messages are supposed to change (initialization messages). If not, the video chip may be defective, requiring replacement of the Main PCB.
  2. Possible contrast adjustment. If possible, perform "adjust video settings" in the system configuration menu. Early production Main PCB’s were equipped with an adjustment pot located to the right of the display cable connection. To adjust the contrast, you must measure voltage on the front side of C105 (to the left of the adjustment pod) while turning the pot. Voltage should be between 24 & 28 VDC.
  3. Possible defective Display.
No Display (Plasma)
  1. Check for 5 & 12 VDC at J5 on the Control Panel PCB. If correct, disconnect the communication cable from terminal J11 on the Display PCB.
  1. If Display remains blank, check for the presence of a jumper on terminal J7, (download), or J6, (card reader). If present, remove them. If the display remains blank the Display or the Display PCB may be defective.
  2. If Display shows "Display CPU VER/REL X.XX" the main PCB may be defective.
  1. Check voltages at the Power Distribution PCB.
  1. If unit is equipped with slow blow fuses:

    Check voltages at top of the fuses. F1 and F2=5VDC, F3=12VDC, F4=-12VDC and F5=24VDC. If one or more of the voltages at the top of the fuses are lower than listed, the Power Supply may be defective.

    If one or more of the voltages at the bottom of the fuses are lower than listed, the fuse may be defective.

  2. If unit is equipped with resettable fuses:

Check voltages at terminal J1 on the Distribution PCB, (both red=5VDC, yellow=12VDC, purple=-12VDC and orange=24VDC). If one or more of the voltages are lower than listed, the Power Supply may be defective.

Check voltages at the test points (to the left of) F1=5VDC, F2=12VDC and F3=-12VDC, and (to the right of) F4=24VDC. If one or more of the voltages are lower than listed, the Power Distribution PCB may be defective.

  1. Check for presence of a jumper on Card Reader header J6 on the Control Panel PCB. If present, remove it. This jumper is for MPD units only.
Partial Display (Color)
  1. Verify problem exists in graphic screens & menu screens. If problem exists in graphics screens only, check & reload graphics files.
  2. Check connection at Display & J26 on the Main PCB. Examine cable for wires cut or pulled loose from connector.
  3. Possible defective video chip. Requires replacement of Main PCB.
"Refreshing Video Ram" on display
  1. Check for stuck or defective manager keyswitch.
  2. Check communication cable connection at J11 on the Control Panel PCB and J16 on the Main PCB.
  3. Check voltages at the Power Distribution PCB.
  1. If unit is equipped with slow blow fuses:

    Check voltages at top of the fuses. F1 and F2=5VDC, F3=12VDC, F4=-12VDC and F5=24VDC. If one or more of the voltages at the top of the fuses are lower than listed, the Power Supply may be defective.

    If one or more of the voltages at the bottom of the fuses are lower than listed, the fuse may be defective.

  2. If unit is equipped with resettable fuses:

Check voltages at terminal J1 on the Distribution PCB, (both red=5VDC, yellow=12VDC, purple=-12VDC and orange=24VDC). If one or more of the voltages are lower than listed, the Power Supply may be defective.

Check voltages at the test points (to the left of) F1=5VDC, F2=12VDC and F3=-12VDC, and (to the right of) F4=24VDC. If one or more of the voltages are lower than listed, the Power Distribution PCB may be defective.

  1. Possible defective Control Panel PCB.
  2. Possible defective Main PCB.
Single line on display (horizontal)
  1. Verify problem exists in graphics screens & menu screens. If problem exists in graphics screens only, check & reload graphics files.
  2. Check connection at Display & J26 on the Main PCB with power OFF!!! Examine cable for wires that are cut or pulled loose from the connector.
  3. Possible defective video chip. Replace the Main PCB.
Single line on display (vertical) See above
Vertical lines on display
  1. Verify problem exists in menu screens & graphic screens. If problem does not exist in both screen types, another problem should be referenced.
  2. Check connection at the Display & J26 on the Main PCB with power OFF!!!! Examine cable for wires that are cut or pulled loose from the connector.
  3. Possible defective video chip requires replacement of Main PCB.
  4. Possible defective Display.
Floppy Drive
Display shows initializing setup floppy drive
  1. Check card reader connection at Card Reader & J4 on the Control Panel PCB. The red stripe should be on the same side on each end of the connector.
  2. Check connection at J11 on the Control Panel PCB & J16 on the Main PCB
  3. On power up of unit, verify Floppy Drive light comes on momentarily. If light stays on continuously, check communication cable connection at back of Floppy Drive. The red stripe should be on the left (facing the Floppy Drive from the rear).
  4. Check the cable connection at J6 on the main PCB.
  5. Possible defective Card Reader or Floppy Drive.
Floppy Drive light stays on
  1. Check cable connection at rear of Floppy Drive. The red stripe should be on the left, (facing the rear of the Floppy Drive).
  2. Check fuses on the Power Distribution PCB. If one is blown, disconnect the cables from J4, J5, J7, J8 & J9 on the Power Distribution PCB. Replace the fuse. Power the unit down, reconnect one cable, and apply power to the unit & check to see if the fuse blows. Repeat the process until the component blowing the fuse is found.
Floppy drive light does not illuminate when writing to floppy
  1. Check for 12 & 5 VDC at the Floppy Drive:

    If correct, check cable connection at rear of Floppy Drive. The red stripe should be on the left, facing the rear of the Floppy Drive.

  2. Check voltages at the Power Distribution PCB.
  1. If unit is equipped with slow blow fuses:

    Check voltages at top of the fuses. F1 and F2=5VDC, F3=12VDC, F4=-12VDC and F5=24VDC. If one or more of the voltages at the top of the fuses are lower than listed, the Power Supply may be defective.

    If one or more of the voltages at the bottom of the fuses are lower than listed, the fuse may be defective.

  2. If unit is equipped with resettable fuses:

Check voltages at terminal J1 on the Distribution PCB, (both red=5VDC, yellow=12VDC, purple=-12VDC and orange=24VDC). If one or more of the voltages are lower than listed, the Power Supply may be defective.

Check voltages at the test points (to the left of) F1=5VDC, F2=12VDC and F3=-12VDC, and (to the right of) F4=24VDC. If one or more of the voltages are lower than listed, the Power Distribution PCB may be defective.

  1. Possible defective Floppy Drive.
Miscellaneous
Bill count/report info is incorrect
  1. If unit is equipped with 2.02 or lower version of application software, software upgrade may be required.

    ***Note: if unit is equipped if a software version lower than 2.02, Main PCB must be replaced to upgrade software.

  2. Customer may be using "ADD NEW COUNT" in the Load Dispenser Count menu. It is recommended that "Current Count" be used.
Code Entry inaccessible through keypad (won’t accept codes)
  1. Possible incorrect code or card. If possible, log on as programmer & verify codes in Manager Code Maint. Menu
  2. Possible stuck keypad.
  3. Manager keypad entry toggled off in Program Setup Menu (applies to manager codes only).
  4. Check the Card Reader cable connection at the Card Reader and terminal J4 on the Control Panel PCB. The red stripe should be on the same side at each end.
  5. If the Card Reader is also inoperable, check for 12 & 5 VDC at J5 on the Control Panel PCB. If incorrect, check voltages at the Power Distribution PCB.
  1. If unit is equipped with slow blow fuses:

    Check voltages at top of the fuses. F1 and F2=5VDC, F3=12VDC, F4=-12VDC and F5=24VDC. If one or more of the voltages at the top of the fuses are lower than listed, the Power Supply may be defective.

    If one or more of the voltages at the bottom of the fuses are lower than listed, the fuse may be defective.

  2. If unit is equipped with resettable fuses:

Check voltages at terminal J1 on the Distribution PCB, (both red=5VDC, yellow=12VDC, purple=-12VDC and orange=24VDC). If one or more of the voltages are lower than listed, the Power Supply may be defective.

Check voltages at the test points (to the left of) F1=5VDC, F2=12VDC and F3=-12VDC, and (to the right of) F4=24VDC. If one or more of the voltages are lower than listed, the Power Distribution PCB may be defective.

  1. If the Card Reader is also inoperable and voltages are correct, the Control Panel PCB may be defective
  2. Check the Touchpad to Control Panel PCB connection.
  3. If the Card Reader is working, the Touchpad may be defective.
  4. If no code entry is possible, insure all programming & terminal information is available. Disconnect AC power; place the jumper on terminal header J9 on the Main PCB & re-apply AC power. When the display shows the "Warning, start-up indicator" message, disconnect AC power, remove jumper, re-apply power & reprogram unit.
Comm Key to CPU Error
  1. Perform power reset
  2. May require cold start (saving setup to floppy is recommended prior to cold start).
Coupons print slow
  1. Insure Printer PCB is equipped with flash memory at M4 on the Printer PCB.
  2. Perform COUPON PRINT SPEED in System Configuration.
  3. Insure coupon graphic is loaded 1st. in the autolad.tid file
Display locks up on "Transaction complete, take receipt and cash" 1) Application software upgrade is recommended
Keypads inoperative

Miscellaneous keypads inoperative

Keypads quit functioning during transaction

  1. Stuck keypad/button
  2. Check connection from Keypad PCB/Touchpad to the Control Panel PCB.
  3. Check alignment of Keypad PCB/Touchpad with keypads.
  4. If touchpad-mounting screws are overtightened, keypads may become inoperative.
  1. If Card Reader is also inoperative.
  1. Check connection at J11 on the Control Panel PCB & J16 on the Main PCB.
  2. Using system diagnostics, test the Card Reader.
  3. Check card insertion sensor on Card Reader. If blocked, Card Reader and Keypads can be inoperative.
  4. Check card reader connection (Card Reader to J4 on the Control Panel PCB).
  1. Check voltages at the Power Distribution PCB.
  1. If unit is equipped with slow blow fuses:

    Check voltages at top of the fuses. F1 and F2=5VDC, F3=12VDC, F4=-12VDC and F5=24VDC. If one or more of the voltages at the top of the fuses are lower than listed, the Power Supply may be defective.

    If one or more of the voltages at the bottom of the fuses are lower than listed, the fuse may be defective.

  2. If unit is equipped with resettable fuses:

Check voltages at terminal J1 on the Distribution PCB, (both red=5VDC, yellow=12VDC, purple=-12VDC and orange=24VDC). If one or more of the voltages are lower than listed, the Power Supply may be defective.

Check voltages at the test points (to the left of) F1=5VDC, F2=12VDC and F3=-12VDC, and (to the right of) F4=24VDC. If one or more of the voltages are lower than listed, the Power Distribution PCB may be defective.

  1. If Card Reader is working:
  1. Logon as a Programmer and go to System Diagnostics.
  2. Perform PIN/PAD test & verify check sum is correct
  3. Perform MASTER KEY CHECK SUMS. If master key check sums are blank, proceed with next step.

    Note: Tidel does not recommend disconnecting or connecting cables while power is applied except in this case. The following procedures should be performed with great care. Incorrectly following these procedures will result in damage for which Tidel shall not be held liable.

  4. Perform power reset on unit.
  5. When blue screen appears, disconnect the J5 power connection from the Control Panel PCB.
  6. Wait 5 seconds and CAREFULLY re-connect the J5 power connector, (insuring no pins are missed and the cable is not grounded) while AC power is applied.
  7. If unit operates correctly, the Control Panel PCB may be defective.
  1. Possible defective Touchpad.
  2. Possible defective Card Reader or Control Panel PCB.
Offline, no error in error menu
  1. Usually caused by paper low condition. Print a report to verify unit goes offline when report prints. If so:
  1. Check paper routing into Printer, insure paper low switch touches front of paper.
  2. Paper low switch out of adjustment or defective.
Out of Service
  1. Perform Cutover, Trial Close or Balance, then place unit online, (older versions of software require placing the unit "IN SERVICE" from the Manager Menu, before the unit can be placed online.
Power resets each time the dispenser activates or a purge dispenser is performed
  1. Check voltages at the Power Distribution PCB:
  1. If unit is equipped with slow blow fuses:

    Check voltages at top of the fuses. F1 and F2=5VDC, F3=12VDC, F4=-12VDC and F5=24VDC. If one or more of the voltages at the top of the fuses are lower than listed, the Power Supply may be defective.

    If one or more of the voltages at the bottom of the fuses are lower than listed, the fuse may be defective.

  2. If unit is equipped with resettable fuses:

Check voltages at terminal J1 on the Distribution PCB, (both red=5VDC, yellow=12VDC, purple=-12VDC and orange=24VDC). If one or more of the voltages are lower than listed, the Power Supply may be defective.

Check voltages at the test points (to the left of) F1=5VDC, F2=12VDC and F3=-12VDC, and (to the right of) F4=24VDC. If one or more of the voltages are lower than listed, the Power Distribution PCB may be defective.

  1. Possible defective Power Supply
Programming lost each time AC power is lost 1) Possible defective battery, requires replacement of Main PCB
Shutter Inoperative
  1. Shutter disabled in engineering diagnostics.
  2. Check for 5 & 24 VDC at terminal J3 on the Shutter PCB:
  1. If present, connect your volt meter leads to terminal J2 on the Shutter PCB. Activate the solenoid by jumping the 2 pins at terminal JP3 on the Shutter PCB (JP2 deactivates the solenoid) or by selecting in the SHUTTER TEST in the SYSTEM DIAGNOSTICS menu. Voltage should jump to around 7VDC then quickly drop to 3 or 4 VDC. If not, the Shutter PCB may be defective. If it does & the Solenoid does not activate, the Solenoid may be defective.
  1. Check voltages at the Power Distribution PCB.
  1. If unit is equipped with slow blow fuses:

    Check voltages at top of the fuses. F1 and F2=5VDC, F3=12VDC, F4=-12VDC and F5=24VDC. If one or more of the voltages at the top of the fuses are lower than listed, the Power Supply may be defective.

    If one or more of the voltages at the bottom of the fuses are lower than listed, the fuse may be defective.

  2. If unit is equipped with resettable fuses:

Check voltages at terminal J1 on the Distribution PCB, (both red=5VDC, yellow=12VDC, purple=-12VDC and orange=24VDC). If one or more of the voltages are lower than listed, the Power Supply may be defective.

Check voltages at the test points (to the left of) F1=5VDC, F2=12VDC and F3=-12VDC, and (to the right of) F4=24VDC. If one or more of the voltages are lower than listed, the Power Distribution PCB may be defective.

System Maintenance in Progress Displayed During Transaction
  1. Insure graphics disk is not inserted in Floppy Drive.
  2. If graphics were interrupted during loading, this error may occur. Reload graphics.
  3. May require cold start (if possible, save setup to floppy prior to performing cold start).
Unit does not request MGR/PRGM code when MGR key is turned.
  1. Check connection at J12 on the Main PCB & the back of the keyswitch.
  2. Possible defective keyswitch. Keyswitch can be ohm’d at the NO & C terminals of the keyswitch.
Fuse indicators (LED’s) are not illuminated If unit is equipped with slow blow fuses:

Check voltages at top of the fuses. F1 and F2=5VDC, F3=12VDC, F4=-12VDC and F5=24VDC. If one or more of the voltages at the top of the fuses are lower than listed, the Power Supply may be defective.

If one or more of the voltages at the bottom of the fuses are lower than listed, the fuse may be defective.

If unit is equipped with resettable fuses:

Check voltages at terminal J1 on the Distribution PCB, (both red=5VDC, yellow=12VDC, purple=-12VDC and orange=24VDC). If one or more of the voltages are lower than listed, the Power Supply may be defective.

Check voltages at the test points (to the left of) F1=5VDC, F2=12VDC and F3=-12VDC, and (to the right of) F4=24VDC. If one or more of the voltages are lower than listed, the Power Distribution PCB may be defective.

Fuse indicators are blinking On units equipped with resettable fuses:
  1. Disconnect the DC power cable from J1 on the power distribution PCB. Check voltages on the cable, (red=5VDC, yellow=12VDC, purple=-12VDC, orange=24VDC). If incorrect, Power Supply may be defective.
  2. Re-connect the power cable to J1 on the Power Distribution PCB and disconnect all components, (Printer, Dispenser, Main PCB, Floppy Drive & Control Panel), from the Power Distribution PCB. If fuse indicator’s (LED’s) are lit, begin connecting components, one at a time, until component causing symptom is found.
  3. Possible defective Power Distribution PCB.
Fuse indicators are blinking On units equipped with resettable fuses:
  1. Disconnect the DC power cable from J1 on the Power Distribution PCB. Check voltages on the cable.
  2. Re-connect the power cable to J1 on the Power Distribution PCB and disconnect all components, (Printer, Dispenser, Main PCB, Floppy Drive & Control Panel), from the Power Distribution PCB. If fuse indicator’s (LED’s) are lit, begin connecting components, one at a time, until component causing symptom is found.
  3. Possible defective Power Distribution PCB.
Blank column down entire report
  1. Ribbon improperly installed (Epson only), remove & re-install.
  2. Perform printer reset (apply power while holding down paper feed switch). If blank column appears on test printout, printer may be defective. Note: Fujitsu printers require power reset to stop test print.
  3. In some cases the Printer PCB can cause this problem. If the problem re-occurs after the Printer has been replaced, the Printer PCB and Printer may need to be replaced at the same time.
Coupons will not print, all other reports will print
  1. If printer PCB was replaced prior to problem occurring, graphic/coupon should be reloaded.
  2. Check autolad.tid file. Coupon should be loaded first (before screen graphics) to allow coupon to decompress first.
Paper feeds continuously
  1. Perform printer reset (apply power while holding paper feed switch down). Note: Fujitsu printers require a power reset to stop the test print.
  2. Disconnect the paper feed switch from the Printer PCB and apply power.
  1. If paper continues to feed with switch disconnected, Printer PCB may be defective
  2. If paper does not feed with switch disconnected, paper feed switch may be defective.
Presenter motor does not run
  1. Perform power reset.
  2. Perform an advance paper & cut. While printer is running check for 6VDC at the 2 pins of J9 on the Control PCB.
  1. If present, presenter motor may be defective or binding on worm gear.
  2. If not present, check for 12VDC at terminal J5 on the Control Panel PCB. If present, Control Panel PCB may be defective.
  1. Check voltages at the Power Distribution PCB.
  1. If unit is equipped with slow blow fuses:

    Check voltages at top of the fuses. F1 and F2=5VDC, F3=12VDC, F4=-12VDC and F5=24VDC. If one or more of the voltages at the top of the fuses are lower than listed, the Power Supply may be defective. If one or more of the voltages at the bottom of the fuses are lower than listed, the fuse may be defective.

  2. If unit is equipped with resettable fuses:

Check voltages at terminal J1 on the Distribution PCB, (both red=5VDC, yellow=12VDC, purple=-12VDC and orange=24VDC). If one or more of the voltages are lower than listed, the Power Supply may be defective. Check voltages at the test points (to the left of) F1=5VDC, F2=12VDC and F3=-12VDC, and (to the right of) F4=24VDC. If any of the voltages are lower than listed, the Power Distribution PCB may be defective.

Prints dots & lines 1) Perform printer reset (apply power while holding down the paper feed switch). If dots & lines are printed on the test print, the Printer may be defective. If problem is re-occurring after Printer has been replaced, Printer PCB may be defective also. Note: Fujitsu printers require a power reset to stop the test print.
Print out is inverted (backward)
  1. Paper is loaded on the wrong side of the ribbon (Epson printers only).
  2. Check the position of switch #3 on DS1 on the Printer PCB
Printing is light or non-existent on one side of report
  1. Insure printer is mounted flush to mounting bracket surface and mounting plate.
  2. Perform printer reset (apply power while holding paper feed switch down). Note: Fujitsu printers require a power reset to stop the test print
Receipt Jams (accordion fashion)
  1. Check the alignment of the Printer/Cutter with the receipt presenter. Insert a business card into the throat of the Cutter & close the front cover. Observe alignment.
  2. Presenter may require Mylar strip if roller is mounted on bottom plate.
  3. Presenter motor not running. (see "Presenter Motor does not run", above)
Receipt jams (side to side movement)
  1. Insure Tidel approved paper is being used in printer.
  2. Check alignment of the Printer/Cutter with the Receipt presenter. Loosen the screws at the base of the Printer/Floppy assembly & align the assembly with the Receipt Presenter to prevent paper from being "skewed" as it enters the Receipt Presenter.
  3. Open the cutter, place a ¼" wide piece of paper into one side (left or right) of the printer & close the cutter. Pull the paper out, noting the amount of drag felt between the cutter & printer. Open the cutter & repeat process on the opposite side of the printer. If a significant difference in the amount of drag is felt between the 2 sides, the printer may be defective (Fujitsu printers only).
Receipt jams (paper not feeding through presenter)
  1. Insure Tidel approved paper is being used in printer
  2. Check for obstructions in the Receipt presenter
  3. Inspect Receipt presenter gears for wear.
  4. If the Receipt presenter motor stops when the paper reaches the roller, the spring washer behind the roller drive gear may need to be removed.
  5. If the Receipt presenter motor is not running, check voltages at the Power Distribution PCB.
  1. If unit is equipped with slow blow fuses:

    Check voltages at top of the fuses. F1 and F2=5VDC, F3=12VDC, F4=-12VDC and F5=24VDC. If one or more of the voltages at the top of the fuses are lower than listed, the Power Supply may be defective. If one or more of the voltages at the bottom of the fuses are lower than listed, the fuse may be defective.

  2. If unit is equipped with resettable fuses:

Check voltag

Reliable service you can count on

 
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