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Problem Solving Questionnaire
This document is a tool that will assist Bag of Ice tech support in diagnosing and solving problems with your
ice vending machine. In many cases this questionnaire will assist you in diagnosing and solving problem
for yourself. Please take the time to provide every detail. If for some reason we are not able to provide you
with a solution quickly, do not leave the power on to the device or part of the machine in question. If you
are unsure which device is causing the malfunction, remove power from the entire vending machine so not
to cause additional damage. Please fax this document to your distributor or factory representative upon
completion and they will get back with you as soon as they are able.
1. What problem is occurring, and how did you realize there was a problem? __________________________
________________________________________________________________________________________
________________________________________________________________________________________
________________________________________________________________________________________
2. What was the sequence of the indicator lights when you arrived? __________________________________
3. Has the sequence changed? ________________________________________________________________
Your Owner’s Manual explains what each indicator light represents as well as what each light combination
represents.
4. Was the Ice Pull Handle light flashing? ________________________________________________________
5. Is the pull handle light flashing now? _________________________________________________________
This lets you know if an ice- vend is in process. If the Pull Handle light is flashing, you should lift the handle
and finish the ice-vend.
6. Was the Water Button Light Flashing? ________________________________________________________
7. Is the Water Button Light Flashing now? ______________________________________________________
This lets you know if a water- vend is in process. If the Water Button Light is flashing, you should press the
button and finish the water-vend.
8. Did you insert money and purchase ice? ______________________________________________________
9. Did you get the correct amount of ice? _______________________________________________________
10. Did you insert money and purchase water? ___________________________________________________
11. Did you get the correct amount of water? ____________________________________________________
12. Insert a one-dollar bill, 1 – quarter, 1- dime, and 1 nickel into the coin machine.
13. Did the Dollar Acceptor accept the dollar? ____________________________________________________
14. Did the coin mechanism return any coins as you were inserting the coins? __________________________
15. Press the coin return. Did you receive $1.40 back in change? _____________________________________
This is a standard test to insure that the bill acceptor, coin mechanism and vending controller are communicating
with each other. If you receive some change, such as $ 1.00 only it would let you know that issue is with the coin
mechanism. If you received no change it could indicate that the coin mechanism and or the vending controller is
the issue. For example: If you insert 1 dollar and 1 quarter, and hit the coin return and get 5 nickels back instead of
5 quarters, it is possible that the coin mechanism believes the quarter tube is a nickel tube and vice versa.
16. Insert 1 quarter in the coin return. If the display shows .25 cents credit, insert a one-dollar bill into each
bill validator. Were the dollar bills accepted? __________________________________________________
17. If the bills were accepted, have the amount of bills accepted been added to the value on the display? ___
18. When money is inserted and a selection is made, does ice drop before lifting the pull handle? _________
19. When money is inserted and a selection is made, does ice not drop when the pull handle is lifted? _____
The pull handle has a photocell that detects when the Ice Drop door is open. Generally, the auger that delivers
the ice will not come on until the door is open. If the auger were to come on when the ice door was closed the ice
would not have anywhere to drop, resulting in ice being packed forwards, causing further problems and prevent
future vends until wedge ice is cleared. Insuring photocells are free of water spots and not accidentally misaligned
can prevent these occurrences.
