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Hantle C4000, Operator'S Manual

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Hantle C4000 Operator'S Manual Download Page 68

Section 5: Diagnostics 

 

Operator Manual 

 

 

C4000™ 

(Rev 1) 

© Hantle 2010 

 

5

.

1 

SECTION 5: DIAGNOSTICS 

 

5.1 DIAGNOSTICS MENU 

 

The ATM features built-in diagnostics features to assist you in troubleshooting any 

problems that may develop.  Below is the main diagnostics menu.   
 

 

 

 
 

 

CASH DISPENSER (CDU) 

This will test the ability of the cash dispenser to pull a note from one or both 
cassettes and send it to the reject bin.  You can choose from the first cassette, 

second cassette or both cassettes at once.  
 
 

NOTE: 

You must have bills entered into Settlement before running this test.   

 

RECEIPT PRINTER 

This test will print a test receipt.  If the test is successful you should receive a receipt 
with three sets of sample characters for each time the test is run.   

 

Summary of Contents for C4000

Page 1: ...Operator Manual Hantle C4000 Hantle USA Inc...

Page 2: ...ue added services for consumers The Hantle C4000 is fully TDES and ADA compliant right out of the box including a PCI VISA or Interac Encrypting Pin Pad EPP and a voice lighted transaction guidance sy...

Page 3: ...ev 1 Hantle 2010 1 2 1 2 SPECIFICATIONS Hantle C4000 SPECIFICATIONS 1 2 1 Dimensions and Component Location Fig 1 Hantle C4000 Dimensions WEIGHT 260 lbs or more depending on dispenser option or Level...

Page 4: ...urity Door Handle 2 Card Reader Slot 12 Cash Dispensing Unit 3 Receipt Printer Slot 13 Receipt Printer 4 Cash Tray 14 Main Control Board 5 Front Panel 15 Ear Phone Jack 6 Front Panel Lock 16 Power Sup...

Page 5: ...PAD Lab Certified PCI VISA or Interac EPP Encrypting Pin Pad 10 Alphanumeric CANCEL CLEAR ENTER BLANK Keypads Voice Guidance Port Voice assisted operation available through the headphone jack on the f...

Page 6: ...f 1700 new notes 800 for fixed cassette Optional removable cassette dispensers see below Reject Bin Ultrasonic double detect module Auto recovery error system automatically clears note jams Optional d...

Page 7: ...characters line Semi automatic roll paper setting Motorized front push rollers 200 DPI Monographic images can be printed on receipt PAPER SPECIFICATIONS One sided thermal paper Factory paper is therma...

Page 8: ...eutral and ground leads connected directly to the power circuit breaker panel This circuit should not be shared with any other equipment Use of a surge protector or uninterruptible power supply is rec...

Page 9: ...er normal use Hantle will replace the lock only Services required to open the vault and or replace the lock are at the expense of the ATM owner WHAT IS NOT COVERED Power cable and modem cable Key lock...

Page 10: ...install the Hantle C4000 ATM perform the following steps Step 1 Place the system on a flat surface The system has a tendency to tip over if the surface is over 10 degrees Be careful when opening the...

Page 11: ...d cause problems with the door linkage END 2 1 3 HARDWARE SETUP Step 1 Verify the power voltage 115 220V to be used and set the appropriate voltage on the power supply Default will be 115V The default...

Page 12: ...heck the roll when you install paper Place the roll so that the coated side shiny side will be facing up See page 4 12 for paper loading instruction Step 7 Connect the Power cable and the telephone ca...

Page 13: ...This will force the ATM to the Operator Menu Step 2 Once you successfully completed the key combination you will be prompted to enter a password There are 3 levels of passwords x Operator Password al...

Page 14: ...n the left is the complete Operator Function menu depending on which password you entered operators service master you may not see certain functions For example if you use an operator password you wil...

Page 15: ...appear on the screen If you do not see an error code enter operator function and go to reports Look in the error summary for error codes Step 2 ENTER PASSWORD will be displayed Enter the Master Servic...

Page 16: ...creens use the function keys to select from the three character maps below including upper case lower case and numeric special characters Shift Status 0 1 2 3 4 5 6 7 8 9 F1 Alphabet Upper Upper Space...

Page 17: ...VISA PCI specification to prevent Master Key tampering Make note of these changes as it does affect how keys are entered Entering Key Management requires two 6 digit passwords By default these will b...

Page 18: ...number you want it set to enter as a 2 digit number 00 01 02 10 11 etc press Enter when done Press Check Master Key to see a list of currently installed keys See Appendix C for detailed Master Key in...

Page 19: ...lear RAM on the pin pad to reset NOTE In compliance with PCI specifications you must change the Secure Mode Passwords from default before any Master Keys can be entered After changing the Secure Mode...

Page 20: ...is 60 seconds Lowering this may improve connection speeds but at the risk of reliability 3 2 4 SET ROUTING ID NUMBER From the Host Setup Menu go to Routing ID The Routing ID is unique to each processo...

Page 21: ...ng out through a PBX type system where you dial a number for an outside line then you may insert commas to create a pause between digits Note that commas will not prevent problems found when voice mai...

Page 22: ...ote Monitoring is the ability to dial into your ATM and send or retrieve information using Hantle Remote Management Software RMS RMS EN DISABLE This will allow the ATM to be monitored remotely Enable...

Page 23: ...n the keypad to move back and forth to correct any mistakes or edit existing numbers RING COUNT This setting determines how many rings will elapse before the ATM will answer the phone While this can b...

Page 24: ...e area the machine is to be installed Note that with each transaction you will see also see a Host time this is the local time for the processor and may be different from local time at the ATM To set...

Page 25: ...on NOTE The optional languages are displayed on screen only and do not print on the receipt or journal Receipts journals and operator menus are always in English To enable or disable a language simply...

Page 26: ...rvice Password allows access to basic and diagnostic menus x Master Password allows access to all menus including setup parameters The operator password can be changed by anyone with the current opera...

Page 27: ...e default master password You must change the master password from default If you attempt to go in service with the default master password you will receive a F0016 Error which will notify you that th...

Page 28: ...circumstances you should not need to make changes to these parameters The default settings are optimized for your particular machine Hantle recommends only using these tools under the direction of an...

Page 29: ...modems so setting this value higher may not increase modem performance Available settings 1200 2400 MODEM SOUND Although the option exists in the menu the ability for the modem to play through the spe...

Page 30: ...s not need to be altered however in the event that the dispenser looses its factory programming the CDU Setup application can correct any problems NOTE Incorrect programming of the dispenser will caus...

Page 31: ...he first 4 digits refer to the model type and the last 6 is production cycle By default this number is programmed from the factory and we do not recommend changing it However if you need to clear NVRA...

Page 32: ...tions advertisements and keypad lighting 3 4 1 CHANGE MESSAGE The Messaging options for the ATM are a welcome message and a receipt header message The Welcome message allows line of 35 characters whic...

Page 33: ...ou have selected Welcome Message from the Change Message Menu you will be prompted with the following screen RECEIPT HEADER Once you have selected Receipt Header from the Change Message Menu you will...

Page 34: ...Extra BIN instructions Step 1 To enter the BIN numbers select BIN List from the Customer Setup menu The list can hold 2 banks of 30 numbers for a total of 60 Bank 0 and Bank 1 Press the OTHER button t...

Page 35: ...tomer s information what would have appeared on the receipt will display on the screen The ATM will continue to operate without use of the printer until someone accesses the Operator Function menu At...

Page 36: ...he Host Processor mode enter the Customer Setup menu using the Master Password Communication modes are Modem dial up uses on board modem TCP IP Standard TCP IP VISA FRAME TCPIP ACK CONTROLLED TCPIP SS...

Page 37: ...ample If your ATM is set with the processor to charge 1 50 per transaction and you manually enter 2 00 into the surcharge amount as soon as the machine connects to the processor it will revert back to...

Page 38: ...sure that they support this function WARNING Setting the surcharge Use mode to Lesser Amount can cause the ATM to no longer surcharge the customer Example Surcharge 2 00 or 0 with Use set to Lesser Am...

Page 39: ...advertisements are loaded and enabled they will rotate in order while the ATM is waiting for a transaction and also while the transaction is processing There is a timer which allows you to set a delay...

Page 40: ...the main Graphics menu and you ll be able to cycle through the available graphics using the Next Prev buttons While viewing a graphic press the On Off button to enable or disable that image Step 3 Onl...

Page 41: ...notes per transaction So the dispense limit can be a maximum of 40 times the denomination of notes your using For example If you are dispensing 10 bills the maximum dispense limit is 400 If you are di...

Page 42: ...If you attempt to enter the denomination setup menu you will be prompted and warned that continuing will cause all master keys to be erased The purpose of this is to prevent unauthorized changes to t...

Page 43: ...o withdraw for that transaction The amounts must be multipliers of the denomination amount For Example If your dispensing 10 bills then you can use 10 20 30 40 50 etc If your dispensing 20 bills then...

Page 44: ...functions Operator Function Menu Host Setup Processor IP and Address Port Here you will set the Host Processor IP or URL address and port For some processors an IP address example 121 212 1 21 is used...

Page 45: ...l be required if you intend to use TranRMS monitoring software with this ATM Change IP Address Enter the ATM IP address here for static IP or this field will automatically populate if DHCP is used to...

Page 46: ...ning the Security Door Step 1 Turn the Security Cover key clockwise to open the Security Cover Use the Square key included with the machine Step 2 To unlock the Electronic Lock Refer to Section 4 1 6...

Page 47: ...security door handle clockwise until it is locked The electronic lock mechanism will lock itself once the T handle has returned to its vertical position Step 2 Check the T handle to make sure the lock...

Page 48: ...peration Operator Manual C4000 Rev 1 Hantle 2010 4 3 4 1 3 Opening the Front Panel Step 1 Insert the Front Panel key and turn it clockwise Step 2 With the Front Panel key turned pull the Front Panel o...

Page 49: ...Manual C4000 Rev 1 Hantle 2010 4 4 4 1 4 Closing the Front Panel Step 1 Push the Front Panel slowly until it is locked back in place Step 2 Turn the Front Panel key counter clockwise until the Front P...

Page 50: ...ach key press Step 2 If the combination is entered correctly a double beep is heard and the internal lock solenoid will click indicating that the lock is open and the vault handle my now turn Step 3 I...

Page 51: ...ting default combination one time Step 3 Enter the new combination twice As each six digit sequence is entered a beep is heard Step 4 If the procedure is not performed correctly at the end a triple be...

Page 52: ...sh to the Cassette TCDU Step 1 Open the Security Door Please see 4 1 1 1 OPENING CLOSING THE SECUIRTY DOOR Step 2 With the security door open remove the slide tray screw and slide the dispenser all th...

Page 53: ...dispenser until it latches in place Step 5 Press on the latch bar to release the slide tray against the notes TIPS ABOUT ADDING BILLS 1 Fan the notes so that the notes are not sticking together 2 Rem...

Page 54: ...sert the key into the reject bin lock and turn to unlock Step 2 Pry back on the plastic tabs at the base of the arrow stickers on each side of the reject bin Lift the reject bin lid Step 3 With the re...

Page 55: ...PENING CLOSING THE SECUIRTY DOOR Step 2 With the security door open remove the cassette Lift up on the handle while supporting the bottom of the cassette while removing Step 3 To avoid damage never us...

Page 56: ...s against the rollers at the back of the cassette If you pull the cash plate back all the way it will lock at the front of the cassette Push the green lever on the cash tray to release TIPS ABOUT ADDI...

Page 57: ...ject Bin Step 1 To open the reject bin pull back on the tabs located on the sides of the reject bin door Step 2 Remove any notes found in the reject bin and close the door by pressing it shut Remember...

Page 58: ...the supplied spindle with the Coated Side Out as shown in the picture Feed the paper out through the back where it will curl back under the tension bar Step 3 Prepare the new paper roll Note below NO...

Page 59: ...e sure the paper is all the way in the loading guide Also make sure the roller assembly is closed see below Step 5 The roller assembly can be opened by pressing down on the green lever in front of the...

Page 60: ...d to the cassette not the amount of money Step 3 Press the enter key when finished to set the amount END If you make a mistake and wish to zero out the current number of bills you ll need to press Cas...

Page 61: ...ial into the Host Processor and retrieve their totals for the same time period To the left is an example of a Day Total Report Once the report is printed the ATM will reset these values to 0 and begin...

Page 62: ...eset to zero NOTE Running a Cassette Total is the only way to clear the Settlement value back to zero bills TRIAL CASSETTE TOTAL TRIAL DAY TOTAL These reports are identical to pressing Day Total or Ca...

Page 63: ...void loosing records The journal can be printed from the ATM in two different methods Standard and Condensed Standard will give complete information for each transaction basically a copy of the custom...

Page 64: ...l if you switch processing or switch Terminal ID numbers and want to keep new records VIEW JOURNAL View Journal allows you to visually inspect the journal records Press the View Journal button and you...

Page 65: ...o use you left and right arrow keys on the main keypad to scroll through all the possible error codes and descriptions the ATM can report To the left is an example of an Error Code screen S W VERSION...

Page 66: ...with communications problems If this happens check the error summary as the code will be displayed here You can print these errors To the left is a sample of an error summary report Press Clear to cl...

Page 67: ...number of bills in the reject bin For example the reject analysis may show 3 double detect rejects However in your reject bin there are 7 bills If a bill fails the double detect sensor in the cash dis...

Page 68: ...SPENSER CDU This will test the ability of the cash dispenser to pull a note from one or both cassettes and send it to the reject bin You can choose from the first cassette second cassette or both cass...

Page 69: ...m circuit itself PINPAD This tests the keypads of the ATM Press the different keys on each keypad main and LCD and the appropriate key will show on the screen Pressing the Cancel key on the main keypa...

Page 70: ...and replenish the cash cassette see page 4 7 Step 4 Go into the OPERATOR FUNCTION mode and input the number of bills in the cash cassette See page 4 12 Step 5 Exit the OPERATOR FUNCTION MODE Step 6 Af...

Page 71: ...2010 6 2 6 2 WITHDRAWAL TRANSACTION Step 1 Dip the card Step 2 Enter the pin number and press the ENTER key Step 3 Press the WITHDRAWAL screen key Step 4 If a SURCHARGE option is enabled the SURCHARG...

Page 72: ...d option Step 6 Select the desired amount to be withdrawn If the desired amount is not displayed select the OTHER screen key Step 7 After the desired amount is entered the ATM dials the processor and...

Page 73: ...ual C4000 Rev 1 Hantle 2010 6 4 6 3 BALANCE INQUIRY TRANSACTION Step 1 Dip the card Step 2 Enter the pin number and press the ENTER key Step 3 Press the BALANCE screen key Step 4 The following screen...

Page 74: ...anual C4000 Rev 1 Hantle 2010 6 5 Step 5 The ATM dials the processor and requests approval for the transaction Step 6 When authorization is received from the processor the following screen will be dis...

Page 75: ...Rev 1 Hantle 2010 6 6 6 4 TRANSFER TRANSACTION Step 1 Dip the card Step 2 Enter the pin number and press the ENTER key Step 3 Press the TRANSFER screen key Step 4 The following screen will be display...

Page 76: ...ssors or networks will not allow transfer from or to a credit card account Step 6 Enter the desired amount to be transferred and press the ENTER key Step 7 The ATM dials the processor and requests app...

Page 77: ...PERATOR FUNCTION MODE Step 2 Open the security door Remove the cash from the Cash Cassette and Cash Reject bin If excessive notes are found in the reject bin check Reject Analysis report Step 3 Print...

Page 78: ...rom the main ATM screen or using the rear Service Panel Step 1 Press ENTER CLEAR CANCEL keys then press the 1 2 3 Step 2 Verify the Error that has occurred through the ERROR CODE of the REPORT MENU in...

Page 79: ...ad Just records unsuccessful attempts at swiping cards Axxx1 Receipt Printer feed lever open during operation Close the feed lever on the printer Axxx2 Thermal printer is overheated during operation I...

Page 80: ...y rejected Check reject analysis for cause of rejected notes C0045 Note count sensor reporting mismatch Verify count of notes in the cassette against the settlement C0046 Undefined C0047 1st cassette...

Page 81: ...083 Reject gate timing sensor 2 not cleared during dispense Clear the note path before the reject gate C0084 Reject gate timing sensor 3 not cleared during dispense Clear the note path before the reje...

Page 82: ...ost processor D0097 Response type mismatch reversal Contact host processor D0098 Response type mismatch day close Contact host processor D0099 Response type mismatch Configuration Contact host process...

Page 83: ...er D1800 No dial tone Verify that incoming phone line is plugged into correct port Phone line is in use or is being shared with another phone device FAX POS phone D1900 No answer Verify host phone num...

Page 84: ...rd Host Setup F000E RMS phone number is not set when RMS send is enabled Set RMS Phone number Host Setup F000F Terminal ID is not set Set Terminal ID number Host Setup F0010 Routing ID is not set Set...

Page 85: ...Sequence Number in reversal response missing D00BE Response Code in reversal response missing D00BF Business Date in host total response missing D00C0 Settlement in host total response missing D0101 E...

Page 86: ...thorization before data will be wiped out permanently DO NOT press any key within this menu unless you are absolutely sure you want to permanently delete this data CLEAR JOURNAL Selecting this will de...

Page 87: ...stored securely within the pin pad rather than the mainboard as done previously Hardware Specification Hantle C4000 with EPP B2 Encrypted Pin Pad PCI approval number 4 70003 Installation Procedure To...

Page 88: ...digit unique serial number entered prior to each part MAC 2 16 digit master keys entered as Part A and Part B with 2 additional 16 digit numbers entered as MAC Part A and Part B Unique Key MAC 2 16 d...

Page 89: ...digit keys and in the case of unique key a serial number The diagram below shows a sample Unique Key TDES master key Begin by choosing Edit Master Key from the menu Depending on Key Mode the menu prom...

Page 90: ...ation 15 The interface will default the values for Unique and MAC keys regardless of what you enter It is very important to remember that both parts of a key must be entered on the same index If you e...

Page 91: ...to enter the left portion first After entering the key you ll be prompted to enter it a second time for verification The 16 digit alpha numeric key is entered using the pin pad only Letters are enter...

Page 92: ...en in TDES mode After entering the right portion of the key successfully you ll be prompted with a check digit as shown below Verify the check digit with the information provided by the processor Chec...

Page 93: ...Enter the left and right for TDES portions of the keys and verify the check digits against what has been provided by the processor 3 Verifying Master Key Once both Part A and Part B have been entered...

Page 94: ...e named as followed Banner top1 bmp top2 bmp and so on up to top8 bmp Center center1 bmp center2 bmp and so on up to center8 bmp DO NOT use more than 256 colors when creating the graphic images The 40...

Page 95: ...To prepare the SD card for uploading graphics 1 Remove all the data from the SD card 2 Create a blank file called update acu and save it on the card To create this file a Open up a blank notepad docum...

Page 96: ...n the ATM is fully initialized then remove the SD card Enabling the Center Graphics 1 Go into the Operator Menu 2 Then to Customer Setup Graphics Advertise EN Disable and go through each advertisement...

Page 97: ...the maximum file size is CRITICAL You cannot exceed 16KB Adjust the height and width of your graphic to ensure it s under that size cap Also 2 color graphics mean white and black only do not use grey...

Page 98: ...ironmental conditions at the machine location Hantle recommends periodic cleaning of these sensors to prevent errors or to correct error conditions Specifically C0083 84 85 C0012 and C002x errors have...

Page 99: ...e 3 sensors located behind the metal bracket directly above the Reject Bin These can be reached by inserting a cotton swab through the front bracket There are 2 sensors located in the rear inside port...

Page 100: ...Appendix E Preventative Maintenance CDU Operator Manual C4000 Rev 1 Hantle 2010 E 3 MCDU Sensor Locations Rear There is a sensor located on the lower rear portion of the dispenser...

Page 101: ...E 4 TCDU Sensor Locations Front The TCDU or 800 note fixed cassette has sensors located in the front of the dispenser visable when you open the vault door These lower sensors are hard to see in this p...

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