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ATM & ITM Training

This document provides training on first line maintenance for ATMs, covering topics such as identifying faults, clearing card jams, fixing dispenser problems, reading electronic journals, and monitoring ATMs using the Aptra Vision tool. It outlines the main components of an ATM and detailed procedures for troubleshooting common issues. The training aims to equip staff with the necessary skills to manage and maintain ATM functionality effectively.

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20 views

ATM & ITM Training

This document provides training on first line maintenance for ATMs, covering topics such as identifying faults, clearing card jams, fixing dispenser problems, reading electronic journals, and monitoring ATMs using the Aptra Vision tool. It outlines the main components of an ATM and detailed procedures for troubleshooting common issues. The training aims to equip staff with the necessary skills to manage and maintain ATM functionality effectively.

Uploaded by

woldetinsaeyibeltal
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
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First line maintenance Training

For Branches
Prepared by
Bereket
A.
Contents
• Introduction
• How to See the Faults on ATM
• How to Clear Card Jam
• How to Fix Dispenser Problem
• How to Read EJ
• How to Monitor ATMs
1 INTRODUCTION
• An ATM, which stands for automated teller machine,
is a specialized computer that makes it convenient to
manage a bank account holder's funds.
• It allows a person to check account balances,
withdraw or deposit money, print a statement of
account activities or transactions.
• An automated teller machine (ATM) is an electronic
banking outlet that allows customers to complete
basic transactions without the aid of a branch.
1.1 HOW ATM WORKS
1.2 MAIN PARTS OF ATM
An ATM has different components that enables it effectively
carry out its functionality
• These components include
• Card Reader
• Encrypted pin-pad(EPP)
• PC-Core(System Unit)
• Fascia (Monitor)
• Dispenser
2. HOW TO SEE FAULTS ON
ATMsmode, go to 26 Fault
• Make The machine to supervisor
Display and enter.
HOW TO SEE FAULTS ON ATM
• Then it lists the Faults as shown:-
3. HOW TO CLEAR CARD JAM
• Remove The Jammed Card inside the card Reader by
moving the roller forward/Backward as shown in the
figure.
CONT…

• Make Sure there isn’t the “Card reader capture bin full”
error in supervisor. To clear out this error.
• Make The machine to supervisor mode, go to 4 Replenish
and enter 6 “CLR Cards” and press enter once more,
finally exit supervisor.
• Restart the Machine.
4.HOW TO FIX DISPENSER
PROBLEM
IF the machine is reversing transactions
• Step 1, make sure the reject bin is not full and fitted on
the right position.
• Step 2, check if each cassettes have sufficient cash.
• Step 3, Test transaction with BOA card, and if the machine
is reversing transactions for other bank Cards, while
working with BOA’s, the problem is related to the other
banks system.
HOW TO FIX DISPENSER PROBLEM

• Step 4, check for any Jammed Notes in transport as shown


below
HOW TO FIX DISPENSER PROBLEM
• Remove Notes in the stacker.
HOW TO FIX DISPENSER PROBLEM
• Switch the machine to
supervisor mode
• Press 7 to go to
diagnostic menu
• Press the right top side
menu
• Press 5 to see device
list with faults
HOW TO FIX DISPENSER PROBLEM
• Press “clear all”
• Press “previous” to
return back
5.HOW TO READ ELECTRONIC
JORNAL (EJ)
• ATM Electronic Journals (EJ) are a critical and essential
component in managing your ATM estate and
reconciling self-service transactions.
• Electronic Journals(EJ) capture all ATM activity, such as
transactions, settlement information, cash related events
and critical hardware and software events.
• EJ stands for electronic journal which is a collection of
all the transactions (successful or failed) performed
on that ATM during a particular time period.
Example 1
• TRANSACTION START*
• CARD INSERTED
• 17:11:11 ATR RECEIVED T=0
• 17:11:25 PIN ENTERED
• 17:11:31 OPCODE = AB C
• 17:11:32 GENAC 1 : ARQC
• 17:11:34 GENAC 2 : TC
• 17:11:48 NOTES STACKED
• 17:11:50 CARD TAKEN
• BANK OF ABYSSINIA
• ATM DATE TIME S.NO
• AHW00404 22/07/12 17:12 2958
• LOCATION: HOSSAENA BRANCH
• TRANSACTION TYPE: WITHDRAWAL
• CARD: 923140*********2873
• ACCOUNT:SAVINGS
AMOUNT: ETB 1,000.00
• BALANCE: ETB 3,040.74
• APPROVAL CODE: 619380
• STATUS: CODE 000 DESC. APPROVED
• THANK YOU FOR YOUR VISIT
• THE CHOICE FOR ALL
• 17:11:53 NOTES PRESENTED 2,4,5,0
• CASH TOTAL TYPE1 TYPE2 TYPE3 TYPE4
• DENOMINATION 50 100 100 200
• DISPENSED 00297 00475 00408 00583
• REJECTED 00003 00024 00016 00001
• REMAINING 00709 01162 01192 01420
• 17:11:53 NOTES TAKEN
• 17:12:00 TRANSACTION END
Example 2
• *TRANSACTION START*
• [020t CARD INSERTED
• 10:57:19 ATR RECEIVED T=0
• [020t 10:57:32 PIN ENTERED
• [020t 10:57:47 OPCODE = AB C
• 10:57:48 GENAC 1 : ARQC
• 10:57:50 GENAC 2 : TC
• [020t 10:58:13 NOTES STACKED
• [020t 10:58:15 CARD TAKEN
• [000p[040q(I *0427*2*E(1*302040520,M-13,R-11111S
• [020t
• CASH TOTAL TYPE1 TYPE2 TYPE3 TYPE4
• DENOMINATION 5 10 20 50
• DISPENSED 00373 00604 00608 01112
• REJECTED 00020 00016 00024 00012
• REMAINING
• BANK OF ABYSSINIA
• ATM DATE TIME S.NO
• AHW02132 22/07/09 10:57 427
• LOCATION: ARSI NEGELE BRANCH
• TRANSACTION TYPE: WITHDRAWAL

• TRANSACTION DECLINED
• CARD: 923140*********9206
• ACCOUNT:SAVINGS
• AMOUNT: 5,000.00
• BALANCE: 10,446.79
• APPROVAL CODE: 394220
• STATUS: CODE 400 DESC.

• THANK YOU FOR YOUR VISIT


• THE CHOICE FOR ALL
• [020t 10:58:44 TRANSACTION END
Example 3
• *TRANSACTION START*
• [020t CARD INSERTED
• 10:33:46 ATR RECEIVED T=0
• [020t 10:33:58 PIN ENTERED
• [020t 10:34:08 OPCODE = AD C
• 10:34:08 GENAC 1 : ARQC
• 10:34:10 GENAC 2 : TC
• [020t
• CASH TOTAL TYPE1 TYPE2 TYPE3 TYPE4
• DENOMINATION 50 100 100 200
• DISPENSED 00002 00004 00005 00005
• REJECTED 00002 00001 00001 00001
• REMAINING 00002 00585 00895 00205

• [000p[040q(I *7821*2*E(1*400000000,M-04,R-13100S
• *651*07/10/2022*10:36*
• HOST TX TIMEOUT
• [020t 10:36:04 CARD TAKEN
• [020t 10:36:07 TRANSACTION END
Example 4
• *TRANSACTION START*
• [020t CARD INSERTED
• 08:06:05 ATR RECEIVED T=0
• [020t 08:06:21 PIN ENTERED
• [020t 08:06:27 OPCODE = AB C
• 08:06:28 GENAC 1 : ARQC
• 08:06:30 GENAC 2 : TC
• [020t 08:06:47 NOTES STACKED
• [0r(1)2[000p[040qe1w3h162[020t*877*07/09/2022*08:47*
• [05pPOWER INTERRUPTION DURING
• DISPENSE
• NOTES DISPENSED
• TYPE 1 = 00199 TYPE 2 = 00336
• TYPE 3 = 00323 TYPE 4 = 00438
• NOTES REMAINING
• TYPE 1 = 00014 TYPE 2 = 00184
• TYPE 3 = 00682 TYPE 4 = 00279[00p
• [020t*878*07/09/2022*08:47*
• PRESENT ATTEMPTED PRIOR TO POWER-FAIL
• TYPE 1 = 00002 TYPE 2 = 00004
6.HOW TO MONITOR ATMs
• We Are Using Aptra Vision (AV) Monitoring Tool to
Monitor our ATMs.

• Modules of Aptra Visions Are :-


Incident Management
Cash Level Monitoring
Electronic Journal (EJ)
Incident management
• There are five categories on Incident management.
1. Out of Service.
2. Needs Attention.
3. Lost Communications.
4. In Replenishment.
5. In Service.

 Out of Service :- This incident shows the reason what makes the ATM out of
Service such as Reject bin full, Reject bin Removed, Cash out, Card Jam,
Dispenser Jam,….
 Needs Attention :- This was the incident which shows the warning on ATMs
but it doesn’t make the ATM out of Service, such as Receipt paper low, paper
fatal ,Two and less cassette supply out….
Incident management

Lost communications :-If the ATM Network or Power


Disconnects or the Unified agent service did not installed
on the ATM .
In Replenishment :- If The ATM was on supervisor
Mode.
In Service :-If The ATM did not create any incident and
the machine works properly
Cash Level Monitoring
• We can see the Cash level of each cassettes in The ATM ,
Electronic Journal
THANK YOU

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