NCR 5965, User Manual, Page: 55 / 91

Chapter 4: Problem Isolation Procedures 4-5
Condition: USB Device not Working Properly
Keyboard, Mouse, Touch I/f, MSR not Working Properly
1. Select that a cable is attached to the
Powered USB
port on the 5965 display, that this cable
is properly connected to the terminal, and that the display is turned on.
Note:
If another 5965 display is available you can quickly isolate the problem to either
the display or terminal by temporarily replacing the 5965 with another.
2. Select
Control Panel

System

Hardware

Device Manager
to determine that
the terminal sees the USB hub in the display and the USB devices (touch system, MSR,
and whatever might be connected to the external USB port) connected to this hub.
3. If the display’s USB hub is not found, verify that the display is receiving 12 volt power.
Depending upon which terminal the 5965 is connected to there may be a fuse for the 12V
PlusPower feed in the terminal.
4. Remove all USB drivers from the terminal in
Device Manager
and allow
find new
hardware
to replace them.
5. If the hub is still not found, check the fuse inside the 5965 on the main Controller Board. If
the fuse is good and the hub is still not found, replace the main Controller Board and then
perform the
Calibration
procedure.
6. If the hub is found but a specific device is not operational, focus upon the failing device. If
the failing device is the touch interface consider replacing the touch sensor. If this does not
correct the failure use the old touch sensor and replace the main Controller Board and then
perform
Calibration
procedure.
7. If the failing device is the MSR, make certain that the MSR card is oriented the correct
way with respect to the card’s magnetic stripe. Make certain that the MSR cable harness
and ground connections are correctly attached and that the electrical integrity of the
connections are good. Pay particular attention to the MSR cable harness connection at the
main Controller Board. This connector can suffer particular abuse and may have
completely, or, intermittently failed. This can be checked by temporarily attaching a
known good MSR kit to the display. If the symptom is poor read performance or a missing
track, try cleaning the MSR head, otherwise replace the MSR kit.
8. If the failing device is the touch interface, uninstall the Microchip UniWin driver and
reinstall. If the problem persists, visually inspect the touch sensor for any obvious damage,
check that the sensor’s tail does not show obvious damage, check that the sensor’s tail is
properly connected to the main Controller Board and replace if necessary. Otherwise,
replace the main Controller Board. If either the touch sensor or the main Controller Board
is replace you must perform the
Calibration
procedure.
9. If the failing device is an externally connected USB device, verify that the external USB
port is functioning by connecting some known good device to the port. If the port proves
bad replace the main Controller Board and then perform the
Calibration
procedure.
Otherwise, replace the failing device.