This document provides troubleshooting guidance for common kiosk maintenance issues. It addresses dispenser errors like timing issues, voltage problems, and sensor malfunctions. Bill acceptor errors covered include worn motors, calibration needs, and driver board issues. Hopper errors may involve jams or incorrect placement. Communication errors can arise from faulty PXC boards or damaged network cables. The guide provides step-by-step instructions for tasks like adjusting NCR timing, checking voltages, RAM clearing boards, and ensuring proper BIOS settings.

1. KIOSK MAINTENANCE
REFERENCE GUIDE
I) Dispenser Errors
II) Bill Acceptor/Stacker Errors
III) Hopper Errors
IV) Communication Errors
V) Monitors and Displays
VI) Boot Failures
Dispenser Errors

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A. Multiple rejected bills during dispense (incomplete dispense)
 Timing jump
 Insufficient/excessive voltage at NCR unit
 Malfunctioning LVDT sensor module (Fig.G)
 Battery back-up interference
 Buildup of dust/particles
 Loose pick sensors
 Broken cassettes
 Unplugged/damaged harnesses/wires
 Unknown errors with NCR
B. Coin caught in NCR boards ortransport belts
C. Worn pick components
 Suction cups
 Gears
D. Insufficient vacuum strength
 Dirty filters
 Loose/damaged hose connections
E. Low quality currency in cassettes (very rare)
F. Broken/Frozen gears
G. Damaged chassis/plastics
H. NCR controller board/pick module boards
I. Attempted Overpays
 Common dispenser errors
 Voltage discrepancies
 Bill acceptor connectivity
Troubleshooting Procedural Notes
1. When checking and adjusting the timing on the NCR unit, check/adjust the “D” timing first
(adjusting the “D” timing compromises the primary timing). “D” refers to the shape of the
wheel being adjusted, located at the back of the cavity used to hold the cassettes (Fig. B). On
each NCR there are four timing “clusters”, located on the side of the unit that holds the air
filter (Fig. A). Each cluster is connected through a series of gears and timing belts. Each

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cluster has its own timing “disc” (black flat disc with four numbers and the letter “D” printed
on it; Fig. A). Starting with the uppermost timing cluster set the printed letter “D” on the
timing disc so that it is directly in the middle of the optical sensor (the manual crank for the
NCR is a large green disc (Fig. A) that should only be rotated counter-clockwise). When
complete, check the “D” shaped wheel inside of the cassette cavity to ensure that it is set to a
“credit card thickness” between the top of the “D” wheel and the black rubber wheel directly
above the “D” wheel (Fig. C).
The thickness should not be
greater than that of a credit card.
You must adjust the “D” wheel
if it is not at the proper setting.
To adjust the “D” wheel remove
the “c”-clip from the smallest
white gear located between the
timing belt and the timing disc
and remove the gear (there is
only one small gear with a “c”-
clip between the belt and disc;
Fig. A). Removing this gear will
allow you to move the “D” wheel
separately from the timing disc. Turn the manual crank until you have reached the desired
“D” wheel position. Replace the small gear and the “c”-clip. Repeat this process for the
remaining three timing clusters.

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2. After completing the “D” timing, check/adjust the primary timing. Located on each timing
disc are four printed numbers ranging from “1”
through
“4”.
To
check
the
timing,
position
the “1” directly in the center of the optical sensor on the uppermost timing cluster. If the
timing is correct the printed numbers on the remaining timing discs will line up sequentially
in ascending order (1-4) on each of the remaining timing clusters. Ensure that the
corresponding number is directly in the middle of their specific optical sensors. If the timing
is not correct it will require an adjustment. The timing can be adjusted by removing one of
these three components: the upper timing belt; the middle gear between the 2nd and 3rd
clusters; the lower timing belt (Fig. D). Remove the component most likely to achieve the
desired effect (upper timing belt will adjust between 1st and 2nd clusters; middle gear will
adjust between 2nd and 3rd clusters; lower timing belt will adjust between 3rd and 4th clusters).
Once the component is removed, advance the system forward (while advancing, the timing
discs must be rotating clockwise) until all of the numbers line up in ascending order. Replace
the component that was removed. Repeat this process for any remaining clusters that are out
of timing.
3. To check the voltage, clamp the ground wire (black) on the multi-meter to a metal
component secured to the kiosk (i.e. hopper chute, printer bracket, etc.), then connect the red
wire from the multi-meter to the pin that
supplies power to the desired component to
be checked.
Voltage limits:
 Condor power supply
(mounted on the back wall of
kiosk cabinet, above the

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hoppers; Fig. F)
 First and second pin on main harness connecter (powers NCR) = 5.24v
(±.01v)
 Bottom pin on main harness connecter (powers fans and bill acceptor)
= 12v (normally operates at 11.97v-11.98v)
 NCR unit
 Second pin (red wire) on the power connecter to the main controller
board on the NCR unit = 5.14v while idle and no less than 5.12v
during dispense (Fig. E)
There is a direct relationship between the output voltage of the Condor power supply
and the operating voltage of the NCR unit. In
other words, if the output of the Condor power
supply is increased by .01v, then the operating
voltage of the NCR unit will increase by .01v.
To adjust the output voltage of the Condor
power supply, place a small Phillips-
head screwdriver through the small
circular opening on the cover of the
power supply and into the
potentiometer (the opening is slightly
larger than the patterned holes that
make up the cover; Fig. F). The
potentiometer is a very small cube with a fitting for the screwdriver in the
center. In very small increments, turn the potentiometer until the desired
voltage is reached (clockwise will decrease voltage, counter-clockwise will
increase voltage). Remember, increasing or decreasing the voltage will
affect the total output of the Condor power supply and all components
receiving power from it, so be careful when adjusting.
4. To RAM clear the NCR unit controller board, first
power off the kiosk from the UPS power supply
(behind hoppers; Fig. R). Toggle the NCR dip
switches #1,#3,and #8 on the dip switch package(Fig.
H). For boards with two dip switch packages, toggle
the switches of the package on the left, closest to the
ribbon cable. For boards with three dip switch
packages, toggle the switches of the package in the

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middle of the other two. Nevertoggle any other dip switches other than these three. After
the dip switches have been toggled, power on the kiosk. A green LED above and to the right
of the dip switch packages will flash five times to indicate that the RAM has been cleared.
Power down the kiosk and replace the dip switches to their operating state.
5. The battery backup/surge protection strip on the floor of the kiosk is used as a multi-strip
only. The power for the kiosk should be plugged into the SURGE PROTECTION SIDE
ONLY. Ensure that the battery backup function is turned off (LED should not be lit).
6. Pick sensors can become loose and will rattle around in their casings. The plastic clip on the
sensor itself can become damaged, no longer firmly holding the sensor in place. Replace the
sensor (if in stock) or delicately superglue the sensor to the chassis (Fig. I).
7. While RAM clearing the NCR, or for troubleshooting trials, clear the TRANS.DAT file from
the hard disk. To access the hard disk files from the main screen (normal operating display),
plug a keyboard into the underside of the BCM (kiosk’s main controller board mounted on
the right side wall above the printer). Simultaneously depress the “ALT” + “ESC” keys to
exit into the Windows desktop display, then do the
following:
 “M” key to highlight “My
Computer”
 “ENTER” key to access “My
Computer” files
 “H” key to highlight “Hard Disk”
 “ENTER” key to access “Hard Disk” files
 “T” key to highlight “TRANS.DAT” file
 “DELETE” key to delete the file
 “ENTER” key when prompted to confirm the deletion of the files
Ensure that the file remains deleted (if deleted too soon in the kiosk boot sequence, the file
will reappear). If the file does not remain deleted, repeat process until it stays deleted. Once
done, simultaneously press the “ALT” + “ESC” keys to return to the main display. To access
the Windows desktop display from the maintenance menu (accessed by inserting the Western
Money Service card into the card reader while in the main display), enter the service code

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4●3●2●1 and press enter on the touch screen. Once the process of deleting the file is
completed return all components to their normal operating positions. Power cycle the kiosk.
Once the kiosk has completed booting and displays the main screen, toggle the main door
switch slowly from open to closed several times (note: when the switch is closed the main
screen should display “INSERT BILLS OR VOUCHERS” and the bill acceptor should be
ready to accept bills/vouchers). In other words, you want the display to go from “NOT
READY” to “INSERT BILLS OR VOUCHERS” several times. This will allow the kiosk to
clear any lagging errors that the troubleshooting may have caused. Do not perform any test
dispenses until this has been performed as the dispenser will most likely reject multiple bills
during the test. After completing at least two successful test-dispenses, the kiosk should be
ready to be placed into service. Always check with Cash Operations personnel before
releasing kiosk into service.
8. Attempted overpays are “normal” errors, as rare as they may be, and should be troubleshot in
the same manner as any other “normal” error. Common dispenser errors are usually the cause
for the attempted overpays. If all troubleshooting procedures fail and the attempted overpays
persist notify the technical supervisor and they will follow these steps to forward the kiosk
log files to the tech support team at Western Money:
 Remove the CF card from the BCM and place it into a PC that has
internet access.
 Create a file folder on the desktop and name it using this template:
kiosk(number).(serial number).sobobacasinologfiles.(date)
Example: kiosk8.11451.sobobacasinologfiles.5_21_2011
 Copy the ePRN and LOG files from the CF card and paste them into
the newly created file folder on the desktop. Include the TRANS.DAT
file from the CF card if available.
 Compress the file and email it as an attachment to:
techsupport@westernmoney.com
 BE SURE to include either in the subject line or the body of the email
the SPECIFIC time and date the attempted overpay event occurred.

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Bill Acceptor and Stacker Errors
A. Acceptorerrors
 Worn/damaged motors
 Calibration required
 Commonly bad acceptors
 Malfunctioning driver board
 Voltage discrepancy
B. Stacker errors
 Bills/vouchers jammed in transport
 Bent chassis over transport gears
 Damaged/missing nipples
 Broken transport
 Capacity reached
 Internal Hardware issues
C. Bill acceptor/stackerhousing
 History of acceptor errors and e-drops
 Worn gears
 Broken plastic

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 Bent chassis
Troubleshooting Procedural Notes
1. Always use the test stacker when troubleshooting the acceptor or stacker.
2. The door sensor must be toggled when resetting the bill acceptor. Resetting the stacker will
also reset the bill acceptor.
3. The controller board on the side of the acceptor will sometimes malfunction, causing the
acceptor to spin while trying to reset (could possibly cause other errors as well; Fig. K).
4. The voltage for the acceptor is 12v, with an operating voltage of about 11.98v. The most
common reason for insufficient voltage to the acceptor is laboring or malfunctioning kiosk
fans (the acceptor and the fans share voltage output). If after trying multiple acceptors with
the test stacker in place the
acceptor still will not cycle, try
disconnecting the fans from the
main harness (the main harness
is a bundle of cords and
connecters that runs from the
Condor power supply to
multiple components; Fig. J). If
the acceptor starts cycling
properly one or all of the fans
may be problematic.

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Hopper Errors
A. General errors
 Bent connecters
 Malfunctioning hopper unit
 Misplaced hoppers/connecters
B. Operational errors (incomplete dispense)
 Coin jam
Troubleshooting Procedural Notes
1. The hoppers themselves are not specified as to their denomination. The slot into which a
hopper is placed determines which denomination the hopper should be. The $.25 hopper
must always be in its specific slot, true for the other hoppers as well. The hoppers are
connected to and controlled by a small board mounted onto the cover of the Condor power
supply (Fig. F). Each connecter is specific to the denomination that should be connected to it.
Make sure that you mark which connecter goes to each port, or you will have errors and
possibly payment discrepancies.
2. Coin jams can cause incomplete dispenses. Simple coin jams can be cleared by removing and
shaking the jammed hopper. If this does not fix the jam, the hopper may need to be emptied
and refilled. (See kiosk maintenance policy.)
3. General hopper errors can be cleared from the maintenance menu by entering the diagnostic
code 9●9●9●9 and then pressing enter. Select the RESET HOPPERS icon. A report of the
reset will be displayed in the blank section above the icon, towards the top of the screen. A
malfunctioning hopper will be reflected in this report. It is suggested that you start your
troubleshooting with any hopper reported to be malfunctioning. Hoppers have been known to
cause strange and uncommon errors and should be considered before using more in-depth
troubleshooting methods (i.e. replacing the BCM).

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Communication Errors
A. No communication with server
 Bad PXC board
 Incorrect PXC BIOS setup
 Damaged/malfunctioning data (CAT5) cable from IT hub
B. Communication Abnormalities
Troubleshooting Procedural Notes
1. The compact flash (CF) card must always be installed in each PXC board operating with
each individual kiosk (Fig. L). It contains information specific to the kiosk in which it is
used.
2. To check the BIOS settings, plug a keyboard directly into the PXC board. Find and learn
where the display toggle button is on the BCM (to the left of the red LED; Fig. Q). Power
cycle the kiosk. As soon as the kiosk has power, push the display toggle button once. This
should change the color of the red LED on the BCM to green which indicates that the main
display is now displaying
information from the
PXC. Press the DELETE
key on the keyboard while
the PXC is still in the
BIOS boot screen. When
done correctly the display
will show the blue BIOS
options menu. Press the
ENTER key to enter the
STANDARD CMOS
FEATURES. Ensure that
the time and date are
correct. Also, ensure that
the HALT ON section has
the “no errors” option selected. Once completed, press the ESC key to return to the main

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BIOS menu screen. Scroll down to the INTEGRATED PERIPHERALS option and press
ENTER. Scroll down to the ONBOARD SERIAL PORT 1 option and ensure that it is set to
“3F8/IRQ8”. Once completed, press the ESC key to return to the BIOS menu screen. Press
the F10 key to save and exit. Press the “Y” key when prompted to confirm (Figures M,N,O).
3. To verify that the PXC is communicating correctly, allow the PXC to fully boot while its
functions are displayed on the main display (green LED showing on BCM). When the PXC
is fully booted it will display several rows of grey rectangles. When the PXC is
communicating correctly, the top rectangle will become green and contain information such
as an IP address.
4. If there is reason to suspect that the CAT5 cable coming from the IT hub is not transmitting
data, call the IT department to have them test the line.
5. The CAT5 cable that runs from the PXC to the BCM is cross-pinned and has to be specially
made/modified. The IT department will provide these
cables when stock is diminished.
6. From time to time a kiosk will have difficulties
validating vouchers. The difficulty validating
vouchers will lead to two outcomes: an incomplete
dispense or a refusal of the voucher. The only
noticeable symptom that the kiosk may be having
issues communicating with the system is a
prolonged attempt to validate the voucher.
Unfortunately, there is no definitive way to fix this
problem at this time.

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Monitors and Top Box Displays
A. Main display
 Monitor failure (black-out)
 AC adapter failure
B. Top boxdisplays
 Monitor failure (black-out)
 AC adapter failure
 Magenta K-500TD failure (data converter)
 Loss of signal from “nest” controller (IT)

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Boot Failures
A. Power Deficiency
 No power from circuit
 UPS power supply
B. BCM Malfunction
Troubleshooting Procedural Notes
1. Replace the BCM if it is suspected to be malfunctioning. There are four important steps in
replacing the BCM:
 BEFORE REMOVING the BCM, mark all of the wires that are connected to
it in a fashion that will allow you to determine where they will connect on a
new (unmarked) BCM. Each connection is specific and MUST be plugged
into the same port on the new BCM.
 Set the two dip switches
so that they mirror those
of the old BCM.
 Transfer the CF card from
the old BCM to the new
BCM. The CF card holds
information that is specific
to each individual kiosk.
 To check the BIOS
settings, plug a keyboard
directly into the BCM
board. Power cycle the
kiosk. Press the DELETE key on the keyboard while the kiosk is still in the
BIOS boot screen. When done correctly the display will show the blue BIOS
options menu. Press the ENTER key to enter the STANDARD CMOS
FEATURES. Ensure that the time and date are correct. Also, ensure that the

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HALT ON section has the “no errors” option selected. Once completed, press
the ESC key to return to the main BIOS menu screen. Scroll down to the
INTEGRATED PERIPHERALS option and press ENTER. Scroll down to the
ONBOARD SERIAL PORT 1 option and ensure that it is set to “3F8/IRQ8”.
Once completed, press the ESC key to return to the BIOS menu screen. Press
the F10 key to save and exit. Press the “Y” key when prompted to confirm