p

HAND BOOK
FOR
FLM TECHNICIANS

ATM PROJECT

ERROR/FAULTS FIXES
1. Replace Paper Roll
2. Clean Paper Roll Sensor and Paper Detect Sensor
3. Clear any Error from the Fault Menu
4. Run Print Test ( If OK ATM can be online again )

OUT OF PAPER ISSUE UNRESOLVED: Other Possible Causes/Fixes

1. Reset ATM
2. Initialized Receipt printer
3. Check Controller Bd. Status
- No lights ( For SLM )
8

ERROR/FAULTS FIXES

1. Remove Jam either at the

- Transport Assembly
- Print Head
PAPER JAM - Cutter Assembly
2. Clean all reachable sensor either at the
- Transport Assembly
- Print Head
- Cutter Assembly
3. Run Print Test ( If OK ATM can be online again ) 9
4. Replace Paper Roll
5. Restart ATM

ERROR/FAULTS FIXES

ISSUE UNRESOLVED: Other Possible Causes/Fixes

1. Check Transport Belt

-If worn out belt (for SLM )
PAPER JAM 2. Check Receipt Printer Assy. for any misalignment
-Transport to Fascia ( For SLM )

10
 ERROR/FAULTS FIXES

1. Make sure paper edge being feed to the head have

straight edge. 2.
2. Unlock paper release lever lock and clean rollers and
sensor ( used blower and brush )
PAPER NOT FEEDING TO 3. Clear any Fault Message from the menu
PRINT-HEAD 4. Lock the paper release and manually feed the paper
5. Press Paper feed switch
6. Print Test ( If OK ATM can be online again )

11

ERROR/FAULTS FIXES

ISSUE UNRESOLVED : Other Possible Causes/Fixes

1. Unlock Paper release and clean Paper detect sensor
2. Check Print Head Rollers
PAPER NOT FEEDING TO - If Worn out ( For SLM )
PRINT-HEAD 3. Check for any loose connection
4. Reconnect USB connector (audible sound can be heard)
5. Initialized Receipt printer
6. Reset ATM
7. Check Controller Bd. Status
12
- No lights ( For SLM )

ERROR/FAULTS FIXES

1. Check and Clear any Error Msg. from the screen

2. Initialized Receipt
3. Run Print test ( If OK ATM can be online again )
RECEIPT PRINTER IS NOT
RESPONDING ISSUE UNRESOLVED : Other Possible Causes/Fixes
1. Reset ATM
2. Initialized Receipt printer
3. Reconnect USB connector (audible sound can be heard)
4. Check Controller Bd. Status
- No lights ( For SLM 13

ERROR/FAULTS FIXES
1. Remove card jam ( Using the main drive gear rotate
the rollers to release or remove the card )
2. Clean MCRW transport sensor ( Using blower
target the location where the 3 sensor are
located )
CARD JAM 3. Clear Error Message from the device Menu
4. Run Test ( If OK ATM can be online again )
ISSUE UNRESOLVED: Other Possible Causes/Fixes
1. Using the blower repeatedly clean the sensor at card
assy.
2. Check and Clean Rollers 14
- If rollers are Worn out or Melted (For SLM)
 ERROR/FAULTS FIXES
3. Check Shutter
4. Check drives belts
CARD JAM - if worn out , missing or broken (for SLM )
5. Clear Error from the device menu
6. Reset ATM
7. Check for any foreign object jammed on the
card path
8. Contact officers on duty

15

ERROR/FAULTS FIXES

CARD NOT RESPONDING 1. Switch to Supervisor Menu

AND NOT ACCEPTING 2. Access the card reader assy.
CARD 3. Check and Clean Pre-Head Sensors
(Online Status) ( Using blower clean the sensor at designated
CARD JAMMED location)
4. Clear any error from the device Menu
5. Run Test (If OK ATM can be online again)
6. Reset ATM for 3-5mins
7. Contact officers on duty
16

ERROR/FAULTS FIXES

ISSUE UNRESOLVED: Other Possible Causes/Fixes

CARD NOT RESPONDING 1. Reconnect USB connector (audible sound can be heard)
AND NOT ACCEPTING 2. ATM hung up (Reset ATM)
CARD 3. Defective Pre-Head Sensor (For SLM )
(Online Status) 4. Software Issue ( For SLM )
CARD JAMMED Defective MCRW Controller Bd. (For SLM)
5. Check for worn out roller
6. Contact officers on duty

17

ERROR/FAULTS FIXES

1. Switch to Supervisor Menu

2. Access the card reader assy.
CARD NOT 3. Check and Clean Pre-Head Sensors
RESPONDING ( Using blower clean the sensor at designated
(Offline Status) location)
4. Clear any error from the device Menu
5. Check Controller Bd. Status and connections
- No lights ( For SLM )
6. Run Test ( If OK ATM can be online again)
7. Restart ATM 18
 ERROR/FAULTS FIXES

ISSUE UNRESOLVED : Other Possible Causes/Fixes

CARD NOT
RESPONDING 1. Reseat USB connector (audible sound can be
(Offline Status) heard )
2. ATM hung up (Reset ATM)
- Run test ( If OK ATM can be online again )
3. Defective Device Power Supply (For SLM )
4. Software Issue ( For SLM )
5. Defective MCRW Controller Bd. (For SLM)
19

ERROR/FAULTS FIXES
1. Switch to Supervisor Menu
2. Access the card reader assy.
3. Check Card reader alignment from fascia advise
CARD IS UNDETECTED / helpdesk.
CARS IS MISSING FROM 4. Check for the lost card at the upper cabin
THE CARD READER / 5. Run Card reader test (If OK ATM can be online again)
CARD NOT RETURNED
ISSUE UNRESOLVED: Other Possible Causes/Fixes
1. Reset ATM
2. If card reader is misalign from fascia cover
( For SLM service) 20
3. Worn out roller

ERROR/FAULTS FIXES

NO MEI LIGHT INDICATOR 1. Check wire connections

(Online status) 2. Reset ATM
3. If still not functioning possible Def. Misc. Board.
- ( For SLM service)
4. Def MEI lights (For SLM )

21

ERROR/FAULTS FIXES

CPU NO INDICATORS 1. Check Power Connection at the UPS / AVR

LIGHTS - Isolate and Directly plug ATM to the wall socket
( If possible )
- Check if there is power on the devices (e.g. CRW)
- If there is power on the devices - ( Trace power
cord of the CPU and plug it other outlet at the power
box)
if the same issue CPU power supply is defective (For
SLM )
2. Hard Reset ATM 22
 ERROR/FAULTS FIXES

1. Check display for loading of software

BLUE SCREEN - Check where the loading stop and restart
WITH ERROR ( take note of the display) – For SLM
2. Hard Reset ATM
3. Contact officer on duty

23

ERROR/FAULTS FIXES

1. Hard Reset ATM

ATM NOT RESPONDING 2. If loading is not successful possible S.W. issue (For
SLM)
Check the pin pad if there is any stuck keys

BURNT 1. Check If there is burned smell that is coming from the

SMELLED CPU
( For SLM)
2. Check where the burned smell coming from 24
3. Contact officer on duty

ERROR/FAULTS FIXES

1. Reseat flash Drive to the USB Port

2. Used Other USB Port At the PC Core
RCOPY E-JNL 3. Used other USB Drive to copy
DON’T 4. Reset ATM ( reset switch )
FUNCTION
ISSUE UNRESOLVED: Other Possible Causes/Fixes

1. View EJ if that is available

- Cannot View possible corrupted files ( For SLM )
2. Try to Initialized EJ ( INIT E-JNL) 25

ERROR/FAULTS FIXES

1. Reseat flash Drive to the USB Port

2. Used Other USB Port At the PC Core
3. Used other USB Drive to copy
INIT E-JNL 4. Reset ATM ( reset switch )
DON’T
FUNCTION ISSUE UNRESOLVED: Other Possible Causes/Fixes
1. View EJ if that is available
- Cannot View possible corrupted files ( For SLM )
2, Try to RCOPY E-JNL EJ file 26
 ERROR/FAULTS FIXES

1. Check Power Connection and data connection

2. Reconnect any loosen connection Or Reseat Both
connection at the LCD (Make sure that the ATM is
BLURRED / DISTORTED power down in reconnecting power )
DISPLAY 3. Check ATM power connection
4. Hard Reset ATM

ISSUE UNRESOLVED: Other Possible Causes/Fixes

1. Advise for SLM

27

ERROR/FAULTS FIXES

1. Check Power Connection and data ( VGA ) connection

2. Reconnect any loosen connection Or Reseat Both
connection at the LCD (Make sure that the ATM is
NO DISPLAY power down in reconnecting power )

3. Check ATM power connection

4. Hard Reset ATM
5. Run Test ( If OK ATM can be online again )

28
58

ERROR/FAULTS FIXES

ISSUE UNRESOLVED: Other Possible Causes/Fixes

1. Check CPU if there is light indicator

- If there is no flea light then it is a CPU issue
NO DISPLAY (See CPU T/S for FLM or For SLM )
- If there is a light indicator on the CPU check if
other devices have power like card reader.
(If there is no power then it is device power
supply is defective)
29

ERROR/FAULTS FIXES
1. Check for any loose connection (Reconnect if any)
2. Reset Connection (ATM must be turn off )
3. Reset ATM
4. Transfer Interface to the front ( If possible)
- if there is a display after the transfer then rear
NO DISPLAY is panel is defective . (For SLM)
5. Run Test ( If OK ATM can be online again )

ISSUE UNRESOLVED: Other Possible Causes/Fixes

1. Try to interchange the video connection of main display and
rear display panelC
30
 ERROR/FAULTS FIXES

1. Check if ATM is hang up (Possible SW. Issue - SLM)

2. Check for any stuck keys on the Pin Pad
3. Check for any loose / damage connections (Reconnect /
TOUCH SCREEN Report if any )
NOT RESPONDING
4. Possible touch screen is not responding or hard to press
( If unusable advise for SLM)

5. Reset ATM
6. Run Test ( If OK ATM can be online again )
30

ERROR/FAULTS FIXES

1. Check if the interface is transferred to the front

2. Check if ATM is not going to supervisor mode
( Possible Supv. Switch issue – For SLM)
3. Check if ATM is hang up (Possible SW. Issue - SLM)
NOT RESPONDING 4. Check for any stuck keys on the panel
5. Possible touch screen is not responding or hard to press
( If unusable advise for SLM)
6. Reset ATM
7. Change
8. Run Test ( If OK ATM can be online again 31

ERROR/FAULTS FIXES
1. Check for any stuck key (FDK & PIN PAD )
- Try to see if the FDK is already worn out ( For SLM)
2. Check for any loose / damage connections
( Reconnect / Report if any )
3. Check for any possible vandalism
FDK & PIN PAD NOT - Report Immediately to help desk.
RESPONDING 4. Hard reset the ATM
5. Run Test ( If OK ATM can be online again )
Note !
- When pressing the keys make sure that you can hear a beep
sound on every press on each key.
32

ERROR/FAULTS FIXES

ISSUE UNRESOLVED: Other Possible Cause/Fixes

1. Reseat USB connection (audible sound can be heard)
2. Check power indication on other devices like CRW , Receipt
Printer
FDK & PIN PAD NOT - If there is power ( For SLM )
RESPONDING - If there is no power possible device power
supply issue ( For SLM )

3. On resetting of the ATM try to see if loading stop

- Possible EPP issue (For SLM) 33
- Software Issue (For SLM )
 ERROR/FAULTS FIXES
A ). POWER ISSUE:
1. Check modem indicators lights ( No Lights )
2. Reset Modem
3. If Modem Is connected to a UPS/AVR bypass connection
4. Plug Modem to wall socket that is known working
- Modem Don’t power on ( Defective Modem – Advise
MODEM ISSUE Helpdesk )
- Modem power on ( UPS/AVR Issue – Advise Helpdesk)

5. Reset ATM
6. Request Download
34
Wait to online and observe Transaction

ERROR/FAULTS FIXES
1. Hard Reset ATM Reset modem
NEEDING DOWNLOAD 2. Check DES key value - (If applicable)
3. Call helpdesk for Download
4. Wait to online and observe transaction.
B ). LINE ISSUE:
1. Check modem indicators lights
2. Check for DSL or Internet light/s indicator
MODEM LINE ISSUE - DSL have no light ( Possible Line Problem )
3. Reset Modem ( See if DSL will light up now)
4. Reset ATM
5. Request Download
35
6. IF ATM online – ( Observe Transaction )

ERROR/FAULTS FIXES
ISSUE UNRESOLVED: Other Possible Causes/Fixes
1. If after resetting modem is still have no lights on DSL
MODEM LINE ISSUE 2. Advise Helpdesk ( Possible Line / Modem Issue)
Wait for additional Instruction coming from

1. Try to hard reset the ATM. If not responding you can

SPI displayed a RED error pulled out the main power cord on the main wall socket.
light
2. Power on the ATM using the SPI button ( if not
responding to advise for SLM)
36

ERROR/FAULTS FIXES

1. Try remove the SPI cord connector at front at the CPU

CPU not turning on using and try to get a paper clip or a wire that can go through
the SPI module the hole where the connector is connected and short the
two connection slot with a small wire that you have.
That will temporarily power on the CPU but report the
issue at the help desk for SLM repair.

37
1
 38

ERROR/FAULTS FIXES

1. Remove Jam either at the

- Transport Assembly
- Print Head
- Cutter Assembly
PAPER JAM 2. Clean all reachable sensor either at the
- Transport Assembly
- Print Head
- Cutter Assembly
3. Run Print Test ( If OK ATM can be online again )
4. Replace Paper Roll 39
5. Check if the printer cut paper properly +

ERROR/FAULTS FIXES

ISSUE UNRESOLVED: Other Possible Causes/Fixes

1. Check Transport Belt
PAPER JAM - If worn out belt (for SLM )
2. Check Receipt Printer Assy. for any misalignment
- Transport to Fascia ( For SLM )
3. Check if paper path is free

40

ERROR/FAULTS FIXES
1. Replace Paper Roll
2. Clean Paper Roll Sensor and Paper Detect Sensor
3. Clear any Error from the Fault Menu
4. Run Print Test ( If OK ATM can be online again )
5.
OUT OF PAPER ISSUE UNRESOLVED: Other Possible Causes/Fixes

1. Reset ATM
2. Initialized Receipt printer
3. Check Controller Bd. Status
- No lights ( For SLM) 41
 ERROR/FAULTS FIXES

1. Check and Clear any Error Msg. from the screen

2. Initialized Receipt
RECEIPT PRINTER IS NOT 3. Run Print test ( If OK ATM can be online again )
RESPONDING
ISSUE UNRESOLVED : Other Possible Causes/Fixes
1. Reset ATM
2. Initialized Receipt printer
3. Reseat USB connector (audible sound can be heard)
4. Check Controller Bd. Status
- No lights ( For SLM) 42
5. Contact officer on duty 0

ERROR/FAULTS FIXES

1. Make sure paper edge being feed to the head have

straight edge.
2. Unlock paper release lever lock and clean rollers and
PAPER NOT FEEDING TO sensor ( used blower and brush)
PRINT-HEAD
3. Clear any Fault Message from the menu
4. Lock the paper release and manually feed the paper
5. Press Paper feed switch
6. Print Test ( If OK ATM can be online again )
7. Restart the ATM
43

ERROR/FAULTS FIXES

ISSUE UNRESOLVED : Other Possible Causes/Fixes

1. Unlock Paper release and clean Paper detect sensor
2. Check Print Head Rollers
- If Worn out ( For SLM )
PAPER NOT FEEDING TO 3. Check for any loose connection
PRINT-HEAD 4. Reseat USB connector (audible sound can be heard)
5. Initialized Receipt printer
5. Reset ATM
6. Check Controller Bd. Status
- No lights ( For SLM )
44

ERROR/FAULTS FIXES

1. Remove card jam

( Using the main drive gear rotate the rollers to
release or remove the card )

CARD JAM 2. Clean MCRW transport sensor ( Using blower

target the location where the 3 sensor are located )

3. Clear Error Message from the device Menu

4. Run Test ( If OK ATM can be online again )
45
 ERROR/FAULTS FIXES
ISSUE UNRESOLVED: Other Possible Causes/Fixes

1. Using the blower repeatedly clean the sensor at card

assy.
2. Check and Clean Rollers
CARD JAM - If rollers are Worn out or Melted (For SLM)
3. Check Shutter
4. Check drives belts
- if worn out , missing or broken (for SLM )
5. Clear Error from the device menu
6. Reset ATM
46

ERROR/FAULTS FIXES
1. Switch to Supervisor Menu
2. Access the card reader assy.
3. Check and Clean Pre-Head Sensors ( Using blower clean
the sensor at designated location)
CARD NOT RESPONDING 4. Clear any error from the device Menu
AND NOT ACCEPTING 5. Run Test (If OK ATM can be online again)
CARD ISSUE UNRESOLVED: Other Possible Causes/Fixes
(Online Status 1. Reseat USB connector (audible sound can be heard)
2. ATM hung up (Reset ATM)
3. Defective Pre-Head Sensor (For SLM )
4. Software Issue ( For SLM )
5. Defective MCRW Controller Bd. (For SLM 47

ERROR/FAULTS FIXES

1. Switch to Supervisor Menu

2. Access the card reader assy.
1. Check and Clean Pre-Head Sensors
CARD NOT ( Using blower clean the sensor at designated location
RESPONDING
(Offline Status 4. Clear any error from the device Menu
5. Check Controller Bd. Status and connections
- No lights ( For SLM )

6. Run Test ( If OK ATM can be online again

48

ERROR/FAULTS FIXES

ISSUE UNRESOLVED : Other Possible Causes/Fixes

1. Reseat USB connector (audible sound can be heard)

CARD NOT 2. ATM hung up (Reset ATM)
RESPONDING Run test ( If OK ATM can be online again )
(Offline Status
3. Defective Device Power Supply (For SLM )
4. Software Issue ( For SLM )
5. Defective MCRW Controller Bd. (For SLM)

49
 ERROR/FAULTS FIXES

1. Switch to Supervisor Menu

2. Access the card reader assy.
3. Check Card reader alignment from fascia advise
CARD IS UNDETECTED / helpdesk.
CARS IS MISSING FROM 4. Check for the lost card at the upper cabin
THE CARD READER / 5. Run Card reader test (If OK ATM can be online again)
CARD NOT RETURNED
ISSUE UNRESOLVED: Other Possible Causes/Fixes
1. Reset ATM
2. If card reader is misalign from fascia cover
( For SLM service) 50

ERROR/FAULTS FIXES
1. Check wire connections
2. Reset ATM
NO MEI LIGHT INDICATOR 3. If still not functioning possible Def. Misc. Board.
(Online status) ( For SLM service)
4. Def MEI lights (For SLM )

1. Check display for loading of software

BLUE SCREEN - Check where the loading stop and restart
WITH ERROR ( take note of the display) – For SLM
2. Hard Reset ATM
51

ERROR/FAULTS FIXES

1. Check Power Connection at the UPS / AVR

- Isolate and Directly plug ATM to the wall socket
( If possible )
CPU NO INDICATORS - Check if there is power on the devices (e.g. CRW)
LIGHTS - If there is power on the devices - ( Trace power cord
of the CPU and plug it other outlet at the power box)
if the same issue CPU power supply is defective
(For SLM )
2. Hard Reset ATM

52
0

ERROR/FAULTS FIXES
RCOPY E-JNL 1. Reseat flash Drive to the USB Port
DON’T 2. Used Other USB Port At the PC Core
FUNCTION 3. Used other USB Drive to copy
4. Reset ATM ( reset switch )
ISSUE UNRESOLVED: Other Possible Causes/Fixes
1. View EJ if that is available
2. Cannot View possible corrupted files ( For SLM )
3. Try to Initialized EJ ( INIT E-JNL)
1. Hard Reset ATM
ATM NOT RESPONDING 2. If loading is not successful possible S.W. issue (For
SLM) 53
Check the pin pad if there is any stuck keys
 ERROR/FAULTS FIXES
1. Reseat flash Drive to the USB Port
2. Used Other USB Port At the PC Core
INIT E-JNL 3. Used other USB Drive to copy
DON’T 4. Reset ATM ( reset switch )
FUNCTION ISSUE UNRESOLVED: Other Possible Causes/Fixes
1. View EJ if that is available
- Cannot View possible corrupted files ( For SLM )
22 Try to RCOPY E-JNL EJ files

BURNT 1. Check If there is burned smell that is coming from the

SMELLED CPU ( For SLM)
54

ERROR/FAULTS FIXES

1. Check for LAN port indicator lights

2. - See Table for reference
3. Check and Reset Com’s Cable connection
4. - Connector worn out or defective (For SLM)
ATM & MODEM 5. Trace com’s cable to modem side
CONNECTION 6. Check /Reset connectors at modem side
- Connector worn out or defective (For SLM)
7. Reset Modem ( If possible )
8. Reset ATM
9. Request Down Load
55
Wait to online and observe Transaction

ERROR/FAULTS FIXES
LINE ISSUE:
1. Check modem indicators lights
2. Check for DSL or Internet light/s indicator
- DSL have no light ( Possible Line Problem
3. Reset Modem ( See if DSL will light up now)
MODEM LINE ISSUE 4. Reset ATM
5. Request Download
6. IF ATM online – ( Observe Transaction )
ISSUE UNRESOLVED: Other Possible Causes/Fixes
1. If after resetting modem is still have no lights on DSL
2. Advise Helpdesk ( Possible Line / Modem Issue
56
3. Wait for additional Instruction coming from the
operation

ERROR/FAULTS FIXES

1. Hard Reset ATM

2. Reset modem
NEEDING DOWNLOAD 3. Check DES key value - (If applicable)
4. Call helpdesk for Download
5. Wait to online and observe transaction.

57
 ERROR/FAULTS FIXES

1. Check Power Connection and data connection

2. Reconnect any loosen connection Or Reseat Both

connection at the LCD (Make sure that the ATM is
NO DISPLAY power down in reconnecting power )

3. Check ATM power connection

4. Hard Reset ATM

5. Run Test ( If OK ATM can be online again )

58

ERROR/FAULTS FIXES
ISSUE UNRESOLVED: Other Possible Causes/Fixes
1. Check CPU if there is light indicator
If there is no flea light then it is a CPU issue
NO DISPLAY (See CPU T/S for FLM or For SLM )
- If there is a light indicator on the CPU check if
other devices have power like card reader.
(If there is no power then it is device power
supply is defective)

59
=

ERROR/FAULTS FIXES

1. Check Power Connection and data connection

2 Reconnect any loosen connection Or Reseat Both
connection at the LCD (Make sure that the ATM is
BLURRED / DISTORTED power down in reconnecting power )
DISPLAY 3. Check ATM power connection
4. Hard Reset ATM

ISSUE UNRESOLVED: Other Possible Causes/Fixes

60
1. Advise for SLM

ERROR/FAULTS FIXES
1. Check for any stuck key (FDK & PIN PAD)
- Try to see if the FDK is already worn out ( For SLM)
2. Check for any loose / damage connections
- ( Reconnect / Report if any )
FDK & PIN PAD NOT 3. Check for any possible vandalism
RESPONDING 4. Report Immediately to help desk.
5. Hard reset the ATM
- Run Test ( If OK ATM can be online again
Note !
- - When pressing the keys make sure that you can
hear a beep sound on every press on each key.
61
 ERROR/FAULTS FIXES
ISSUE UNRESOLVED: Other Possible Cause/Fixes
1. Reseat USB connection (audible sound can be
heard)
2. Check power indication on other devices like CRW ,
Receipt Printer
FDK & PIN PAD NOT - If there is power ( For SLM)
RESPONDING If there is no power possible device power
supply issue ( For SLM )
3. On resetting of the ATM try to see if
loading stop
- Possible EPP issue (For SLM)
62
Software Issue (For SLM )

ERROR/FAULTS FIXES
1. Check if ATM is hang up (Possible SW. Issue - SLM)
2. Check for any stuck keys on the Pin Pad
3. Check for any loose / damage connections (Reconnect /
TOUCH SCREEN Report if any )
NOT RESPONDING 4. Possible touch screen is not responding or hard to press
( If unusable advise for SLM)
5. Reset ATM
Run Test ( If OK ATM can be online again )

63
 TABLE OF CONTENT
1. Diebold Troubleshooting Page

1. Out of Paper ………………………………………………………………………….……… 8

2. Paper Jam ………………………………………………………………………………… 9-10
3. Paper not feeding to print head …………………………………………………………....... 11-12
4. Receipt Printer is not responding …………………………………………………………...... 13
5. Card Jam ……………………………………………………………………………………… 14-15
6. Card not responding and not accepting card (Online Status) …………………………........ 16-17
7. Card not responding (Offline Status) …………………………………………………............. 18-19
8. Card is Undected/Card is missing from the card reader/Card not returned ……………….. 20
9. No mei light indicator (Online Status)………………………………………………………….. 21
10. CPU no indicator lights ……………………………………………………………………….. 22 1

Page
11. 11.Blue Screen with ………………………………………………………………………………… 23
12. 12. Atm not responding ……………………………………………………………………………. 24
13. 13. Burnt Smelled …………………………………………………………………………………… 24
14. 14. R copy E-JNL Don’t Function ………………………………………………………………….. 25-26
15. 15. Blurred/Distorted Display ……………………………………………………………………… 27
16. 16. No Display……………………………………………………………………………………….. 28-29
17. 17. Touch Screen not responding ………………………………………………………………… 30
18. 18. Not responding …………………………………………………………………………………. 31
19. 19. FDK & Pin pad not responding……………………………………………………………….. 32-33
20. 20. ATM & Modem Connection …………………………………………………………………… 34-35
21. 21. Needing download ……………………………………………………………………………. 36
22. 22. Modem Issue …………………………………………………………………………………… 37
23. Modem Line Issue ……………………………………………………………………………… 38
2

Pages
23. 24. Spi Displayed a Red error light …………………………………………………………………
39
24. 25. Cpu not turning on using the Spi Module………………………………………………………
40
-WINCOR-
1. Paper Jam ………………………………………………………………………………………. 41-42
2. Out of Paper…………………………………………………………………………………… 43
3. Receipt printer is not responding ………………………………………………………… 44
4. Paper not Feeding to Print Head ………………………………………………………… 45-46
5. Card Jam …………………………………………………………………………………. 47-48
6. Card not responding and not accepting card (Online Status) ……………………… 49--50
7. Card is Undected/Card is missing from the card reader/Card not returned ………… 51
8. No mei light indicator (Online Status)…………………………………………………….. 52
9. Blue Screen with error …………………………………………………………………… 53 3
10. CPU indicator Lights ……………………………………………………………………… 54

TABLE OF CONTENT
Pages
25. 11. R copy E-JNL Don’t Function …………………………………………………………………….. 55
26. 12. Atm not responding ………………………………………………………………………………… 53
27. 13. Init E-JNL Don’t Function…………………………………………………………………………… 54
28. 14. Burnt Smelled………………………………………………………………………………………… 54
29. 15. ATM and Modem Conection ………………………………………………………………………. 55
30. 16. Modem Line issue ………………………………………………………………………………… 56
31. 17. Needing Download ………………………………………………………………………………… 57
32. 17. No Display ………………………………………………………………………………………….. 58-59
33. 18. Blurred/Distorted Display ………………………………………………………………………….. 60
34. 19. FDK & Pin pad not responding …………………………………………………………………..... 61-62
35. 20. Touch Screen not responding………………………………………………………………………. 63
36.
4
 TABLE OF CONTENT
-NCR- Pages
PAPER JAM …………………………………………………………………………………… 64-65
OUT OF PAPER ……………………………………………………………………………… 66
PAPER NOT FEEDING TO PRINT-HEAD …………………………………………… 67-69
RECEIPT PRINTER IS NOT RESPONDING ……………………………………………… 70
RCRT PAPER HAVE NO OR BLURRED PRINT ………………………………………… 71-72
EXIT SENSOR FAIL /
PAPER FREQ. JAM AT EXIT OR NOT GOING OUTSIDE …………………………………….. 73-74
CARD JAM ………………………………………………………………………………………… 75-76
CARD NOT RESPONDING AND NOT ACCEPTING CARD ………………………………….. 77
(Online Status
CARD NOT RESPONDING ………………………………………………………………………… 78-79
(Offline Status)
HIGH CARD CAPTURE ……………………………………………………………………………. 80 5
REJECTED CARD …………………………………………………………………………………... 81

TABLE OF CONTENT
-NCR- Pages

CARD IS UNDETECTED /CARS IS MISSING FROM THE CARD READER / …………………………. 82

CARD NOT RETURNED
NO MEI LIGHT INDICATOR …………………………………………………………………………………………….. 83
(Online status)
CPU NO INDICATORS LIGHTS ………………………………………………………………………………………… 83
AUTO RESET …………………………………………………………………………………………………………………… 83
ATM NOT RESPONDING BURNNED SMELL ……………………………………………………………………….83
RCOPY E-JNL DON’T FUNCTION ……………………………………………………………………………………… 84-85
INIT E-JNL DON’T FUNCTION ……………. ………………………………………………………………………….. 85 6
NO DISPLAY REAR CONTROL PANEL ……………………………………………………………………………….. 86

TABLE OF CONTENT
-NCR- Pages

NO DISPLAY MAIN DISPLAY (LCD) ………………………………………………………………………………… 87

BLURRED / DISTORTED DISPLAY ………………………………………………………………………………….. 87
TOUCH SCREEN NOT RESPONDING ……………………………………………………………………………….. 88
FDK & PIN PAD NOT RESPONDING ……………………………………………………………………………….. 89-90
ATM MODEM AND CONNECTION ………………………………………………………………………………….. 91
MODEM ISSUE ………………………………………………………………………………………………………………. 92
MODEM LINE ISSUE ………………………………………………………………………………………………………. 93-94
NEED DOWLOAD ………………………………………………………………………………………………………….. 95
REPLENISH MENU ………………………………………………………………………………………………………… 96 7
ERROR/FAULTS FIXES
1. Remove Jam either at the
2. - Transport Assembly
3. - Print Head
4. - Cutter Assembly
5. 2. Clean all reachable sensor either at the
PAPER JAM 6. - Transport Assembly
7. - Print Head
8. - Cutter Assembly
9. 4. Clear any Error from the Error menu
10. 3. Run Print Test ( If OK ATM can be online again )

64

ERROR/FAULTS FIXES
ISSUE UNRESOLVED: Other Possible Causes/Fixes
1. Check Transport Belt
- If worn out belt (for SLM )
PAPER JAM 2. Check Receipt Printer Assy. for any misalignment
- Transport to Fascia ( For SLM )
3. Replace Paper Roll ( FLM )

65

ERROR/FAULTS FIXES
1. Replace Paper Roll
2. Clean Paper Roll Sensor and Paper Detect Sensor
3. Clear any Error from the Fault Menu
OUT OF PAPER 4. Run Print Test ( If OK ATM can be online again )
ISSUE UNRESOLVED: Other Possible Causes/Fixes
1. Reset ATM
2. Initialized Receipt printer
3. Check Controller Bd. Status
- No lights ( For SLM )
- All Lights blinking ( for SLM )

66
 ERROR/FAULTS FIXES
1. Make sure paper edge being feed to the head have
straight edge.
2. Unlock paper release lever lock and clean rollers and
sensor ( used blower and brush )
3. Clear any Fault Message from the menu
PAPER NOT FEEDING TO 4. Lock the paper release and manually feed the paper
PRINT-HEAD 5. Press Paper feed switch
6. Print Test ( If OK ATM can be online again )
ISSUE UNRESOLVED : Other Possible Causes/Fixes
1. Unlock Paper release and clean Paper detect sensor

67

ERROR/FAULTS FIXES
2. Check Print Head Rollers
- If Worn out ( For SLM )
3. Check for any loose connection
PAPER NOT FEEDING TO 4. Reset ATM
PRINT-HEAD 5. Initialized Receipt printer
6. Check Controller Bd. Status
- No lights ( For SLM )

68

ERROR/FAULTS FIXES
ISSUE UNRESOLVED: Other Possible Causes/Fixes
1. Check Transport Belt
- If worn out belt (for SLM )
2. Check Receipt Printer Assy. for any misalignment
PAPER NOT FEEDING TO - Transport to Fascia ( For SLM )
PRINT-HEAD 3. Replace Paper Roll ( FLM )

69

ERROR/FAULTS FIXES
1. Check and Clear any Error Msg. from the screen
2. Initialized Receipt
3. Run Print test ( If OK ATM can be online again )
RECEIPT PRINTER IS NOT ISSUE UNRESOLVED : Other Possible Causes/Fixes
RESPONDING 1. Reset ATM
2. Initialized Receipt printer
3. Check Controller Bd. Status
4. - No lights ( For SLM )
5. - All Lights blinking ( for SLM )

70
 ERROR/FAULTS FIXES
1. Change receipt paper roll
2. Change paper orientation
3. Test receipt paper for thermal quality
RCRT PAPER HAVE NO OR 4. Check and Clean Print head assy. And Roller
BLURRED PRINT 5. Run Print test ( If OK ATM can be online again )
ISSUE UNRESOLVED: Other Possible Causes/Fixes
1. Reset ATM
2. Initialized Receipt printer
3. Check Print Head Rollers
4. - If Worn out ( For SLM )

71

ERROR/FAULTS FIXES
1. Check Controller Bd. Status / Check Connections
- No lights ( For SLM )
- All Lights blinking ( for SLM )
RCRT PAPER HAVE NO OR
BLURRED PRINT

72

ERROR/FAULTS FIXES
1. Remove Jam
2. Clean Sensor
EXIT SENSOR FAIL / 3. Check alignment of receipt transport and fascia cover
PAPER FREQ. JAM AT EXIT ( if misaligned for SLM correction)
OR NOT GOING OUTSIDE 4. Clear Error from the device menu
5. Run Test Print ( If OK ATM can be online again )
ISSUE UNRESOLVED: Other Possible Causes/Fixes
1. Reset ATM
2. Initialized Receipt printer
3. Check Controller Bd. Status
- No lights ( For SLM )
- All Lights blinking ( for SLM ) 73

ERROR/FAULTS FIXES
1. Check transport Belt
EXIT SENSOR FAIL / - Worn out Belt ( For SLM )
PAPER FREQ. JAM AT EXIT
OR NOT GOING OUTSIDE

74
 ERROR/FAULTS FIXES
1. Remove card jam
2. ( Using the main drive gear rotate the rollers to
3. release or remove the card )
4. Clean MCRW transport sensor ( Using blower
CARD JAM 5. target the location where the 3 sensor are located )
6. Clear Error Message from the device Menu
7. Run Test ( If OK ATM can be online again )
ISSUE UNRESOLVED: Other Possible Causes/Fixes
1. Using the blower repeatedly clean the sensor at card
assy.

75

ERROR/FAULTS FIXES
1. Check Shutter
2. Check drives belts
- if worn out , missing or broken (for SLM )
CARD JAM 3. Clear Error from the device menu
4. Reset ATM

76

ERROR/FAULTS FIXES
1. Switch to Supervisor Menu
2. Access the card reader assy.
CARD NOT RESPONDING 3. Check and Clean Pre-Head Sensors
AND NOT ACCEPTING 4. ( Using blower clean the sensor at designated
CARD 5. location)
(Online Status) 6. Clear any error from the device Menu
7. Run Test ( If OK ATM can be online again )
ISSUE UNRESOLVED: Other Possible Causes/Fixes
1. ATM hung up (Reset ATM)
2. Defective Pre-Head Sensor (For SLM )
3. Software Issue ( For SLM ) 77
4. Defective MCRW Controller Bd. (For SLM)

ERROR/FAULTS FIXES
1. Switch to Supervisor Menu
2. Access the card reader assy.
3. Check and Clean Pre-Head Sensors
( Using blower clean the sensor at designated
CARD NOT RESPONDING location)
(Offline Status) 4. Clear any error from the device Menu
5. Check Controller Bd. Status and connections
No lights ( For SLM )
5. All Lights blinking ( for SLM )
6. Run Test ( If OK ATM can be online again ) 78
 ERROR/FAULTS FIXES
ISSUE UNRESOLVED : Other Possible Causes/Fixes
1. ATM hung up (Reset ATM)
- Run test ( If OK ATM can be online again )
CARD NOT RESPONDING 2. Defective Device Power Supply (For SLM )
(Offline Status) 3. Software Issue ( For SLM )
4. Defective MCRW Controller Bd. (For SLM)

79

ERROR/FAULTS FIXES
1. Switch to Supervisor Menu
2. Access the card reader assy.
3. Check and Clean All rollers
4. Clean R/W head and sensors
5. Clear any error from the device Menu
6. Run card Test (Observe swipe speed)
HIGH CARD CAPTURE 7. Run Test ( If OK ATM can be online again )
ISSUE UNRESOLVED: Other Possible Causes/Fixes
1. Reset ATM
2. Motor speed out of range (For SLM)
3. R/W head defective (For SLM) 80
4. Shutter freq. failure (For SLM)

ERROR/FAULTS FIXES
1. Used known good test card
2. Clean R/W head
3. Check and clean Rollers
4. Clear error from the device status
5. Run test (If OK ATM can be online again)
REJECTED CARD ISSUE UNRESOLVED: Other Possible Causes/Fixes
1. Reset ATM
2. Run test on the card reader
(If still failed for SLM repair)
3. Def. MCRW (For SLM)
81

ERROR/FAULTS FIXES
1. Switch to Supervisor Menu
2. Access the card reader assy.
3. Check Card reader alignment from fascia advise
CARD IS UNDETECTED / helpdesk.
CARS IS MISSING FROM 4. Check for the lost card at the upper cabin
THE CARD READER / 5. Run Card reader test (If OK ATM can be online again)
CARD NOT RETURNED ISSUE UNRESOLVED: Other Possible Causes/Fixes
1. Reset ATM
2. If card reader is misalign from fascia cover
3. ( For SLM service) 82
1
 ERROR/FAULTS FIXES
1. Check wire connections
2. Reset ATM
NO MEI LIGHT INDICATOR 3. If still not functioning possible Def. Misc. Board. ( For
(Online status) SLM service)
4. Def MEI lights (For SLM )

83

ERROR/FAULTS FIXES
1. Check Power Connection at the UPS / AVR
- Isolate and Directly plug ATM to the wall socket
CPU NO INDICATORS ( If possible )
LIGHTS - Check if there is power on the devices (e.g CRW)
- If there is power on the devices - CPU power
supply is defective (For SLM )
2. Hard Reset ATM

1. Check display for loading of software

AUTO RESET - Check where the loading stop and restart
( take note of the display) – For SLM 83
2. Hard Reset ATM

ERROR/FAULTS FIXES
1. Hard Reset ATM
ATM NOT RESPONDING 2. If loading is not successful possible S.W. issue (For
SLM)
BURNNED 1. Check If there is burned smell that is coming from the
SMELL CPU
( For SLM)
RCOPY E-JNL 1. Reseat flash Drive to the USB Port
DON’T 2. Used Other USB Port At the PC Core
FUNCTION 3. Used other USB Drive to copy
4. Reset ATM ( reset switch ) 84

ERROR/FAULTS FIXES

RCOPY E-JNL ISSUE UNRESOLVED: Other Possible Causes/Fixes

DON’T 1. View EJ if that is available
FUNCTION - Cannot View possible corrupted files ( For SLM )
2, Try to Initialized EJ ( INIT E-JNL)

INIT E-JNL 1. Reseat flash Drive to the USB Port

DON’T 2. Used Other USB Port At the PC Core
FUNCTION 3. Used other USB Drive to copy
4. Reset ATM ( reset switch ) 85
 ERROR/FAULTS FIXES
1. Check Power Connection and data connection
2. Reconnect any loosen connection Or Reseat Both
connection at the LCD (Make sure that the ATM is
power down in reconnecting power )
3. Check ATM power connection
NO DISPLAY REAR 4. Hard Reset ATM
CONTROL PANEL 5. Run Test ( If OK ATM can be online again )
ISSUE UNRESOLVED: Other Possible Causes/Fixes
1. Check CPU if there is light indicator
- If there is no flea light then it is a CPU issue
(See CPU T/S for FLM or For SLM )
86

ERROR/FAULTS FIXES

- If there is a light indicator on the CPU check if other

NO DISPLAY MAIN devices have power like card reader. (If there is no power then
DISPLAY (LCD) it is device power supply is defective)

1. Check Power Connection and data connection

BLURRED / DISTORTED 2 Reconnect any loosen connection Or Reseat Both
DISPLAY connection at the LCD (Make sure that the ATM is power down
in reconnecting power )
3. Check ATM power connection 87
4. Hard Reset ATM

ERROR/FAULTS FIXES
ISSUE UNRESOLVED: Other Possible Causes/Fixes
BLURRED / DISTORTED 1. Advise for SLM
DISPLAY

1. Check if ATM is hang up (Possible SW. Issue - SLM)

2. Check for any stuck keys on the Pin Pad
3. Check for any loose / damage connections (Reconnect /
TOUCH SCREEN Report if any )
NOT RESPONDING 4. Possible touch screen is not responding or hard to press
( If unusable advise for SLM)
5. Reset ATM 88
6. Run Test ( If OK ATM can be online again )

ERROR/FAULTS FIXES
1. Check for any stuck key (FDK & PIN PAD )
- Try to see if the key is already worn out ( For
SLM)
2. Check for any loose / damage connections
( Reconnect / Report if any )
FDK & PIN PAD NOT 3. Check for any possible vandalism
RESPONDING Report Immediately to help desk.
4. Hard reset the ATM
5. Run Test ( If OK ATM can be online again )
Note !
- When pressing the keys make sure that you can hear a beep
sound on every press on each key. 89
 ERROR/FAULTS FIXES
ISSUE UNRESOLVED: Other Possible Cause/Fixes
1. Check power indication on other devices like CRW ,
Receipt Printer
- If there is power ( For SLM )
FDK & PIN PAD NOT - If there is no power possible device power supply
RESPONDING issue ( For SLM )
2. On resetting of the ATM try to see if loading stop
- Possible EPP issue (For SLM)
- Software Issue (For SLM )

90

ERROR/FAULTS FIXES
1. Check for LAN port indicator lights
- - See Table for reference
2. Check and Reset Com’s Cable connection
- Connector worn out or defective (For SLM)
ATM & MODEM 3. Trace com’s cable to modem side
CONNECTION 4. Check /Reset connectors at modem side
- Connector worn out or defective (For SLM)
5. Reset Modem ( If possible )
6. Reset ATM
7. Request Down Load
8. Wait to online and observe Transaction 91

ERROR/FAULTS FIXES
A. POWER ISSUE:
1. Check modem indicators lights ( No Lights )
2. Reset Modem
3. If Modem Is connected to a UPS/AVR bypass connection
4. Plug Modem to wall socket that is known working
- Modem Don’t power on ( Defective Modem – Advise
MODEM ISSUE Helpdesk )
- Modem power on ( UPS/AVR Issue – Advise Helpdesk)
5. Reset ATM
6. Request Download
92
7. Wait to online and observe Transaction

ERROR/FAULTS FIXES
1. B ). LINE ISSUE:
2. Check modem indicators lights
3. Check for DSL or Internet light/s indicator
MODEM LINE ISSUE 4. - DSL have no light ( Possible Line Problem )
5. Reset Modem ( See if DSL will light up now)
6. Reset ATM
7. Request Download
8. IF ATM online – ( Observe Transaction )
ISSUE UNRESOLVED: Other Possible Causes/Fixes
1. If after resetting modem is still have no lights on
DSL
93
 ERROR/FAULTS FIXES
ISSUE UNRESOLVED: Other Possible Causes/Fixes
1. If after resetting modem is still have no lights on DSL
MODEM LINE ISSUE 2. Advise Helpdesk ( Possible Line / Modem Issue)
3. Wait for additional Instruction coming from the
operation

94

ERROR/FAULTS FIXES

- 1. Hard Reset ATM

2. Reset modem
3. Check DES key value - (If applicable)
NEEDING DOWNLOAD 4. Call helpdesk for Download
5. Wait to online and observe transaction.

95

REPLENISH
DISP CASH – Display cash counters to screen
DISP CNTRS – Display counters to screen
0 DISP SUPPLY 1 PRINT CNTRS – Print Counters (Receipt / EJ)
PRNTSUPPLY INIT RECPT – Initialized Receipt Printer
TEST CASH – Performed bill pick to each
2 DISP CASH 3 cassette at the dispenser
DISP CNTRS and put it on the reject bin
(all must be “GOOD” after
4 PRNT CNTRS 5 the test.)
MORE – To go to the next page
CLR CASH 96
6 CLR CARDS 7 CLR
DEPOS
8 ADD CASH 9
INIT RECPT
10 TEST CASH 12
STD CASH
13 INIT STMNT 15
SPVR TRANS
18 DISP COINS 19
CLR COINS
20 ADD COINS 43
STD COINS
99 MORE