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MagIC

3

 X-series  -  MAINTENANCE MANUAL 

Chapter 2 : 

TROUBLESHOOTING 

Ref: 22000-00-MAN-I-09004 

 

 

June 2009 

 

 

 

                Ch.2 - 17/37 

Copyright Gemalto – 2008 

No disclosure to a third party without prior written consent of Gemalto

 

 

II) - TROUBLESHOOTING 

 

1. Introduction 

1.1 Methodology 

The aim of this chapter is to provide assistance to operators in charge of corrective 
maintenance, when the symptom of the failure is not obvious or corresponds to 
different kinds of malfunction. 

The instructions hereafter will inform on how to operate safely, locate the faulty unit 
and identify the failure in a logical way. 

1.1.1 Reference (MI)  

The references (MI) linked to the troubleshooting procedures relate to procedures 
listed in the MAINTENANCE part, chapter 3 of MAINTENANCE MANUAL. 

1.1.2 Reference (T)  

References (T) relate to the auto-test that can be run with Maintenance Software 
MagIC

3

-Diag (refer to RI [02] for details). 

 

1.2 Safety 

regulation 

 

When the equipped boards are manipulated, these recommendations must be followed 
to prevent electrostatic discharges: 

•

  Use anti-static wrist and anti-static carpet 

•

  Follow all the standard procedures for manipulation of SMD equipped PCBs. 

 
 

1.3  Special tools and test equipment 

• Tools 

Cross shaped screwdriver Z (Pozidrive) :: PZ1 (diam. Max. 4.5mm). 

Flat shaped screwdriver 3 x 75 mm. 

Flat pliers. 

• Test equipment 

 Golden sample (reference Handset & reference Base). 

Magnetic card ISO1/2/3. 

SIM card (1 to 4 SIM). 

Smart card. 

Ethernet stub, RS232 stub, Master to Slave Usb cable. 

Phone line. 

• Diagnosis aid equipment  Maintenance Software MagIC

3

-Diag (refer to RI [02]) 

 

Summary of Contents for MagIC3 X-series

Page 1: ...E MANUAL INTRODUCTION Ref 22000 00 MAN I 09004 June 2009 1 37 Copyright Gemalto 2008 No disclosure to a third party without prior written consent of Gemalto Point of Sales Terminals MagIC3 X series MAINTENANCE MANUAL Version 2 0 June 2009 ...

Page 2: ...n permission from Gemalto E Payment and are subject to use copying and disclosure restrictions contained in a agreement with Gemalto E Payment These materials are to be used only for the intended purpose agreed upon in the related contract with Gemalto E Payment IN NO EVENT SHALL GEMALTO E PAYMENT BE LIABLE FOR SPECIAL INDIRECT OR CONSEQUENTIAL DAMAGES IN CONNECTION WITH OR ARISING FROM THE USE OF...

Page 3: ...ICATION SHEET Date Version Modifications Q1 2007 1 0 1 2 Draft April 2007 1 3 Release June 2009 2 0 Global update of the documents Mainly but not only II 1 4 II 2 14 II 3 0 new III MI5 MI6 MI8 MI9 MI12B new MI14 MI15 new LITHIUM_BAT voltage threshold replacement Merge of old documents as follows 22000 00 MAN I 07003 04 05 become 22000 00 MAN I 09004 22000 00 MAN I 07006 become 22000 00 MAN I 09005...

Page 4: ...y regulation 17 1 3 Special tools and test equipment 17 1 4 Procedure 18 2 Troubleshooting Instructions 19 2 1 POWER SUPPLY failure 19 2 2 DISPLAY failure 20 2 3 KEYBOARD failure 21 2 4 PRINTER failure 22 2 5 MAGNETIC READER failure 23 2 6 CUSTOMER SMART CARD READER failure 24 2 7 SAM READER SIM sized failure 25 2 8 2nd FULL SIZE READER failure 25 2 9 MODEM failure 26 2 10 RS232 failure 26 2 11 PI...

Page 5: ...e root cause of failures III Maintenance containing replacement procedures for all parts that can be exchanged during Maintenance level 2 operation It mainly makes reference to the Maintenance software MagIC3 Diag RI 02 1 1 References RI 01 22000 00 MAN I 09005 Part III MAINTENANCE RI 02 15200 00 MAN S 07001 Maintenance software MagIC3 Diag User Manual 1 2 MagIC3 Diag software You have to use MagI...

Page 6: ...ce These devices are interfaced with the Main board through 2 elastomeric connectors Main board handles all the MagIC3 X series peripherals they are interfaced to a dual micro processor architecture All communication port connectors are located on the Main board The 2nd full size reader board is an option that when in place in the Terminal is connected to the Main board MagIC3 X series is made of ...

Page 7: ...o 2008 No disclosure to a third party without prior written consent of Gemalto 1 Printer 6 Modem 11 USB Device 2 Display 7 RS232 Pinpad 12 Power Supply 3 Keyboard 8 RS232 Serial Link 13 2x USB Host 4 Smart Card Reader 9 Lithium battery 14 Ethernet 5 Magnetic Stripe Reader 10 4x SIM sized readers 2 3 5 8 14 1 4 7 6 9 10 13 11 12 ...

Page 8: ...thernet phy Thermal printer Driver Modem DSP DAA Power managemnt Vin USB h USB h USB d Ethernet jack usb a usb a usb b rj45 Horizontal connectors Pinpad RS232 dtr Modem rj9 rj9 rj11 Vertical connectors RS232 Driver Secure Processor AT91SO101 SIM1 to SIM3 smart card readers Full internal smart card readers SIM4 Customer smart card reader Intrusion switch mesh sensors Magnetic stripe d Battery backu...

Page 9: ...b ROM RTC System timers Communication ports 1x ISO7816 controller 1x ISO7816 multiplexed to address up to 4 SAM in our application DES3 AES SHA crypto multiplier RSA DSA key generation ECC True random number generator Security features 256 bits for key storage battery backup Dedicated hardware for protection against SPA DPA attacks Active shield intrusions sensors mesh switches Environmental prote...

Page 10: ...er head allowing 2 tracks reading ISO1 2 2 3 or head allowing 3 tracks reading for ISO 1 2 3 Head 2 or 3 tracks is connected to the PCB via a 7 point connector Note The cards can be read in both way it can be introduced from up to down or from down to up 2 2 6 Smart card interfaces The AT91SO101 includes a smart card solution fully compatible with ISO7816 EMV2000 standards The complete function is...

Page 11: ... board is held in place by the bottom plastic part it can be put in place or removed by openning the SIM lid The smart card connector is a rubbing contact mechanism including card detect switch which is dustproofed and washable ISO position 8 contacts Since auxiliary signals are not interfaced synchronous cards cannot be supported by this interface The smart card is accessible by openning the SIM ...

Page 12: ... 8 Keyboard The keyboard consists of A set of 3 cursor keys U V without backlight A set of 15 keys with backlight as follows 11 numerical keypad 0 9 00 4 function keys x cancel clear O enter Keys 0 9 have alphabet marking Key 5 has the blind point Mechanically it consists of a silicon rubber membrane where each key is covered by a plastic cap known as plastic caps technology The backlight is obtai...

Page 13: ...m 300 bps to 14 4 kbps Fast connect V22 V22bis fast handshake to connect to NAC hypercom for instance Accept standard AT commands International PSTN Programmable to meet worldwide PSTN regulations with a single design Parallel phone detection Incoming call 2 2 12 Ethernet The AT91RM9200 includes an Ethernet Macrocell that provides a full function 10 100 Base T Ethernet MAC Media Access Controller ...

Page 14: ...urity features integrated in the Secure Processor such as active shield intrusion sensors environmental protection systems Voltage Frequency UV and Temperature 3 switches are part of the keypad membrane All pcbs Keyboard Main and side walls include a grid mesh in their internal layers making a cap on the smart card reader and on the sensitive components located in the Secure area It means that all...

Page 15: ... or Modem The application manager is in charge of selecting the correct application for each transaction It also puts in common transactional services such as currencies accounts total merchants and messages management It is up to the AM to handle idle screen and all Terminal management menus to setup Terminal date printer and display contrast ticket headers and footers remote downloading paramete...

Page 16: ...agIC3 X series MAINTENANCE MANUAL Chapter 1 DESCRIPTION Ref 22000 00 MAN I 09004 June 2009 Ch 1 16 37 Copyright Gemalto 2008 No disclosure to a third party without prior written consent of Gemalto END OF CHAPTER 1 ...

Page 17: ...ate to procedures listed in the MAINTENANCE part chapter 3 of MAINTENANCE MANUAL 1 1 2 Reference T References T relate to the auto test that can be run with Maintenance Software MagIC3 Diag refer to RI 02 for details 1 2 Safety regulation When the equipped boards are manipulated these recommendations must be followed to prevent electrostatic discharges Use anti static wrist and anti static carpet ...

Page 18: ...neral procedure below Make sure the software configuration is coherent and operational You are aware of information related to ELASTOMERIC connectors by reading MI 14 Before opening the Terminal make sure that all cables are disconnected When you operate the Terminal during repair operation Get into the habit of checking the LITHIUM_BAT voltage We recommend to change the LITHIUM_BAT if Vbat 2 9V o...

Page 19: ...Ref 1 Before opening the Terminal make sure you reproduce the issue with a reference power supply 2 If the failure disappears change the power supply even though the power supply seems the root cause check the power jack of the CPU_BOARD it might be the problem 3 If the failure is still present change the CPU_BOARD by a new one MI 10 2 1 3 PSU control 1 Disconnect the power supply from the Termina...

Page 20: ...is correctly put in place in the BOARD_CRADLE MI 1 DISPLAY flex is not damaged MI 6 DISPLAY flex is correctly put in place in the BOARD_CRADLE locating pins MI 6 If need reposition the piece and or change the DISPLAY if damaged During this operation check the elastomeric pads XJ2 of the CPU_BOARD dust liquid etc clean them if need and if possible If damaged corrosion for instance change the CPU_BO...

Page 21: ... and carbon pills may be damaged Change it if damaged MI 3 Check each key pad on the PCB_KEYBOARD dust liquid etc clean them if need and if possible Change PCB_KEYBOARD if damaged MI 3 During this operation check the elastomeric pads XJ1 XJ2 of the PCB_KEYBOARD and CPU_BOARD dust liquid etc clean them if need and if possible If damaged corrosion for instance layer of solder change the PCB_KEYBOARD...

Page 22: ...ent and well positioned Verify that the PRINTER_LID is correctly closed Verify that the pieces are not damaged MI 2 PRINTER flex is not damaged and is well connected to the CPU_BOARD MI 9 PRINTER is correctly fixed to its support and the support correctly positioned in the DESKTOP_BOTTOM MI 9 Besides make sure that DISPLAY is correctly located in the BOARD_CRADLE bad positionning could be the root...

Page 23: ...is well plugged to the PCB_KEYBOARD MI 1 Remove the DISPLAY Verify that the magnetic reader cable is not damaged MI 6 Check if the MAG_HEAD is correctly inserted in the MAG_HEAD support MI 8 If need reposition the piece and or change the MAG_HEAD if damaged MI 8 During this operation check the elastomeric pads XJ1 XJ2 of the PCB_KEYBOARD and CPU_BOARD dust liquid etc clean them if need and if poss...

Page 24: ...er reading card 2 6 2 Procedure Customer smart card reader failure Ref 1 Checklist Make sure that the CARD_READER slot is not blocked by any foreign body Check the elastomeric pads XJ1 XJ2 of the PCB_KEYBOARD and CPU_BOARD dust liquid etc clean them if need and if possible If damaged corrosion for instance layer of solder change the PCB_KEYBOARD or and CPU_BOARD MI 5 MI 10 2 Behaviour to apply in ...

Page 25: ...e SIM contacts during operation MI 13 2 Behaviour to apply in case no issue detected in step 1 Change the DESKTOP_BOTTOM by a new one SIM guide and location are done by plastic part therefore HANDSET_BOTTOM part could be the root cause of the issue MI 10 If the failure is still present change the CPU_BOARD by a new one MI 10 2 8 2nd FULL SIZE READER failure 2 8 1 Symptoms Smart card cannot be dete...

Page 26: ...ure MODEM failure Ref 1 Checklist Check the modem configuration is in accordance with the country Verify that the phone cable is not damaged Check the RJ11 modem connector 2 Behaviour to apply in case no issue detected in step 1 Change the CPU_BOARD by a new one MI 10 2 10 RS232 failure 2 10 1 Symptoms Impossibility to receive transmit information from to the RS232 serial link 2 10 2 Procedure RS2...

Page 27: ...CE failure Ref 1 Checklist Verify that the Pinpad is not damaged used a Pinpad golden sample Check the RJ9 Pinpad connector 2 Behaviour to apply in case no issue detected in step 1 Change the CPU_BOARD by a new one MI 10 2 12 ETHERNET failure 2 12 1 Symptoms Impossibility to receive transmit information from to the Ethernet link 2 12 2 Procedure ETHERNET failure Ref 1 Checklist Make sure the Ether...

Page 28: ...a third party without prior written consent of Gemalto 2 13 USB failure 2 13 1 Symptoms Impossibility to receive transmit information from to the USB link 2 13 2 Procedure USB failure Ref 1 Checklist Make sure the USB cable is not damaged Check the USB connector 2 Behaviour to apply in case no issue detected in step 1 Change the CPU_BOARD by a new one MI 10 ...

Page 29: ...f a tampered Terminal you will have to print the SP Status Key List tickets To print these 2 tickets go to OS MENU and select the sub menus Security SP Status to obtain the status of the Security Processor Security Key List to obtain the list of the keys present in the Terminal 2 14 3 Before starting analyse Make sure that the root cause does not come from key issues AUTH_SP AUTH_CUST keys must be...

Page 30: ...ecklist Check the 3 switches on KEYPAD membrane silicon or and carbon pills may be damaged Change KEYPAD membrane if damaged MI 3 Check the 3 corresponding pads on the PCB_KEYBOARD dust liquid etc clean them if need and if possible Change PCB_KEYBOARD if damaged MI 3 During this operation check the elastomeric pads XJ1 XJ2 of the PCB_KEYBOARD and CPU_BOARD dust liquid etc clean them if need and if...

Page 31: ...GRID_MESH continuity If the continuity fails change the CPU_BOARD MI 15 MI 10 During this operation check the elastomeric pads XJ1 XJ2 of the PCB_KEYBOARD and CPU_BOARD dust liquid etc clean them if need and if possible If damaged corrosion for instance layer of solder change the PCB_KEYBOARD or and CPU_BOARD MI 5 MI 10 2 Behaviour to apply in case no issue detected in step 1 First change the CPU_...

Page 32: ...s are well present in the Terminal Such information can help you to manage a Terminal that come back in repair many times with as indication Tampered Although Meshs Switches are currently OK you face to a transient phenomenon that occurs on field In this case manage this problem as if the Mesh or and Switch was currently opened Note UKSR Curr information are reset when you Unlock the Terminal It m...

Page 33: ...ently light depending on the current security status If the key icon is blinking it indicates that Terminal has its tamper status triggered If the key icon is enabled and not blinking it indicates that at least one switch or mesh is currently opened Below content gives you some detailed information about Security Alert This can be usefull when you did not success by following procedure described i...

Page 34: ...ess UKSR Sav 0x00000000 Value of the UKSR Curr before the last Unlock operation Please read UKSR Curr to understand usefulness of UKSR Sav Note that b0 of UKSR Sav is always 0 UKSR Curr 0x00000001 This register gives some information about the last event impacting the security state When at least AUTH_SP and AUTH_CUST have been loaded and no attack has been detected the UKSR Curr must be equal to ...

Page 35: ... keys to enable the security protection of the Terminal Note that if you load only AUTH_SP without AUTH_CUST this bit will not be reset 0x08 VBACKUPRST Lithium cell power has been cut for few seconds or more 3 3 Interpreting UKSR SECIRQ values All those values can be added to another one of the same category Ex SECIRQ Cur 0x03000001 indicates that the Terminal has currently an issue on the mesh 0x...

Page 36: ...TY is Ok AUTH_SP AUTH_CUST have been loaded and Terminal is not tampered UKSR Sav 02 00 00 00 We can see that the last SECURITY ALERT was due to a switch UKSR Curr 00 00 00 01 No attack since last unlock SECIRQ Sav xx xx xx xx NOT RELEVANT SECIRQ Cur 00 00 00 00 All security triggers are currently Ok SP Status 2 SECURITY ALERT UKSR Sav 01 00 00 00 Not relevant in this example UKSR Curr 00 00 00 03...

Page 37: ...3 X series MAINTENANCE MANUAL Chapter 2 TROUBLESHOOTING Ref 22000 00 MAN I 09004 June 2009 Ch 2 37 37 Copyright Gemalto 2008 No disclosure to a third party without prior written consent of Gemalto END OF CHAPTER 2 4 3 ...

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