Chapter 5: Troubleshooting
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TouchPoint Console Installation and Setup Guide
Copy Count Errors
If you determine that the copy counts reported by TPC (Administrative Options > Meter Counts) do not match the
counts on the physical device that TPC is controlling, one of the following may be the cause:
• the counts were not re-synchronized when TPC was moved to control a different physical device
• there are a very large number of unaccounted bypass counts, perhaps due to unauthorized use of bypass key
• there may be an electrical problem with the device or a short in the cable
• the copy pulse timing is not set correctly
• a paper jam accounting falsely skewed the counts because some devices count paper jams toward the meter count,
while others do not
Unexpected Reboot
There are cases when TPC needs to reboot, and it may seem unexpected. However, the device is functioning correctly
if you:
• assigned TPC to a device in System Manager. Whether you drag TPC from the <Unassigned> list, or drag TPC to
control a different physical device, TPC must reboot to resolve the copy data collection requirements of the
physical device. On the local TPC Information bar, you will see the message ‘New configuration detected.
Rebooting...’
• used the Installation Wizard on the local TPC to ‘replace’ an existing TPC, and that TPC was already assigned to a
physical device. TPC cannot resolve the name change on the first reboot, and must reboot again to fully institute
the change.
Using the Bypass Key
TPC ships with two bypass keys that you can use to bypass accounting data entry while allowing access the controlled
physical device. For example, if the device requires service, the copier or device technician must use the bypass key to
service the device.
As another example, you may have a situation where the Equitrac Professional system is not operating as expected, but
users must have access to the controlled devices. You can use the bypass key to allow users to proceed. No accounting
data is gathered, and therefore transactions cannot be used for charge-back purposes. However, transaction data is
recorded while under bypass mode, and logged to the Bypass user account.
1
Ensure TPC is powered on.
2
Insert the bypass key into the key slot.
3
Turn the key a quarter turn TOWARD you.
4
To take the TPC off bypass, turn the key back to the original position.
5
Remove the key.
